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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327961 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Kaiser Permanente — 800 Freedom Ln, Aliso Viejo CA, 92656

Dec 23, 2025 → Feb 3, 2026

✅ Completed
P4 4 business days from creation
Target: Dec 29, 2025
🏭 Customer Supplied Parts (2)
🕐 Clock stopped: Completed (Feb 4)
⏸ 7d excluded (parts wait + holding)
✗ SLA Missed (29d late)
Dispatch 0.0d
Material Management 7.8d
Coordinators 27.9d
Field Work 2.9d
Billing 3.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
7.8 days
Over SLA
Coordinators
27.9 days
Over SLA
Field Work
2.9 days
Over SLA
Billing
3.4 days
Over SLA
Created: Dec 23, 2025 Due: Feb 6, 2026 Completed: Feb 4, 2026 (2 days early)
📅
30.8 days Total Age
⏱️
9.6d in Ready for Scheduling Longest Stage
🔄
20 transitions Status Changes
⚠️
23.8d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 12, 2026
Visit 2 Jan 22, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553882
Midmark Service Request Dispatch Authorization - WO-00139557
Closed
Zone 1 WD Beeping For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 745893 002-10370-00 1.00000 Ship Exchanged Open 745893 002-10050-03 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jeff Gusinski
Owner
Jessica Sells
Created
Dec 23, 2025
Work Orders from this Case (2)
WO-01327961 (current) Invoiced
Repair • Omar Serrano
Created: Dec 23, 2025 • Closed: Feb 3, 2026
WO-01339445 Invoiced
Repair • Omar Serrano
Created: Jan 22, 2026 • Closed: Feb 3, 2026
Completed with significant delays
Invoiced • 142 days old
🚨
Primary Delay 9.6 days stuck in "Ready for Scheduling"
⏱️
Total Delay 23.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
Ready for Scheduling
18.7d / 1.0d SLA
Awaiting Parts - Customer
3.0d
Scheduled
9.2d / 2.0d SLA
Tech On Site
2.9d / 1.0d SLA
Awaiting Parts
4.8d / 3.0d SLA
Closed
5.0d / 1.0d SLA
WO Correction Needed
1.5d
Ready to Bill
1.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-2 Mburris call from tech and poc to set for 2-3 9am

1/29/26 SReich

Your shipment

1ZE444250371071584

Estimated delivery

Monday, February 02 by 9:00 P.M.

The next progress update is expected by Monday, February 02



01/29/2026 EMartin

The status of your package has changed.


Exception Reason: Significant weather events across the globe are impacting the UPS network. Although your location may not be impacted by adverse weather, the movement of packages in the network may be impacted by weather conditions in other areas.

Exception Resolution: Delivery will be delayed by one business day.

01/28/2026 SRobinson-Order No: 751759


Customer PO No: SR1511346


Customer: Midmark No Charge


Service Request NO: 1511346


Ship To Name: EMSAR Inc


Ship To Address: 5411 Via Corona St    


Ship To City/State: Los Angeles, CA 90022-2201


Waybill (Tracking #): 1ZE444250371071584


Carrier: UPS-Parcel-Ground


The following items have shipped from Midmark Corporation on: 28-JAN-2026


LINE NO: 1.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD


LINE NO: 3.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ze444259074627412 DESCRIPTION: ARS LABEL, ST RT 47 WEST


1-19 Mburris called site set appt w/ Jeff 1-20 12pm

01/13/2026 EMartin

Order No: 748667


Customer PO No: SR1511346


Customer: Midmark No Charge


Service Request NO: 1511346


  


Ship To Name: Kaiser Permanente


Ship To Address: 800 Freedom Ln    


Ship To City/State: Aliso Viejo, CA 92656-5878


Waybill (Tracking #): 1ZE444250370312986


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 13-JAN-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 015-3540-03 SERIAL #: DESCRIPTION: HARNESS, CAN BUS, 10 IN


LINE NO: 2.1 QTY: 1 ITEM: 015-10513-00 SERIAL #: DESCRIPTION: PCB ASSEMBLY, WIRED SCALE CONTROL ADAPTER


1-8 Mburris called site and set with Jerff 1-12 between 8am and 9:30am POC asked for date and time  

1/7/26 RBerry- Updated due date based on parts. Removed delay code.


1/6 KHardison - Carter Sestak reported they received the parts shipped on Sales Order 745893 via UPS Ground - tracking # 1ZE444250372459351 According to tracking, order was delivered on 1/5/26.

1-5 Mburris email sent to POC looking for 1-6

1-5 Mburris

1ZE444250372459351

Estimated delivery

Today, January 05 between 10:45 A.M. - 12:45 P.M


12/26/25 lcoonrod

Waybill (Tracking #): 1ZE444250372459351 Currently, we are not able to provide the tracking details. Order No: 745893 Customer PO No: SR1511346 Customer: Midmark No Charge Service Request NO: 1511346 Ship To Name: Kaiser Permanente Ship To Address: 800 Freedom Ln Ship To City/State: Aliso Viejo, CA 92656-5878 Waybill (Tracking #): 1ZE444250372459351 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 26-DEC-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10050-03 SERIAL #: DESCRIPTION: KIT, FOOT CONTROL ASS'Y, WIRED, 626 LINE NO: 2.1 QTY: 1 ITEM: 002-10370-00 SERIAL #: DESCRIPTION: KIT, 626 WIRED SCALE CONTROL



12/23/2025jsells

left a voicemail with the work order number and I told Jeff someone will call to schedule

🔧 Work Performed
Arrived on site and site still closed to public so called poc and he meet me out front. Showed me to unit and provided parts sent. Replaced hand and foot control and powered back on but still same issue. Removed all shrouds and manually raised table to full position and removed pcb cover. After troubleshooting determined new controller board as well as wire harness needed so called midmark and placed order. 1/22 Arrived on site and was escorted to room location. New parts provided and installed into table. Once installed table function test and no issues found. Reinstalled all shrouds and confirmed function to customer. Customer then informed me of issue with different table so continued on there
🔍 Technician Findings
Customer states chair beeps right away when plugged in
⚠️ Problem Description
Zone 1 WD Beeping For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 745893 002-10370-00 1.00000 Ship Exchanged Open 745893 002-10050-03 1.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Dec 23, 1:20 PM
Case Number: 00553882
Subject: Midmark Service Request Dispatch Authorization - WO-00139557
Status: Closed
📋
2 Work Order Created Dec 23, 5:18 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
2 Technician Assigned Dec 24, 8:36 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 15h 15m, 0m
3.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Dec 26, 2:30 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 2d 5h
🚨 10.0 business days
🗓️
2 Status: Scheduled Jan 8, 11:48 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-12T16:00:00.000+0000
3.0 business days
🔧
Status: Tech On Site by Omar Serrano Jan 12, 1:11 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 1h
📦
2 Parts Requested Jan 13, 8:28 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Omar Serrano
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 19h 17m
📅
Status: Ready for Scheduling by Erin Martin Jan 13, 2:31 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 6h 2m
4.2 business days
⏱️
5x Labor Added Jan 19, 1:31 AM
Type: Labor, Travel
Status: Open
Qty: 1.25, 53, 1.5
💵
Expenses Added Jan 19, 2:39 AM
Type: Expenses
Status: Open
Qty: 1
🗓️
2 Status: Scheduled Jan 19, 3:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-20T20:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Jan 19, 5:35 PM
Scheduled For: 2026-01-22T20:00:00.000+0000, 2026-01-22T17:00:00.000+0000
4.8 business days
📦
2 Parts Requested Jan 23, 9:41 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Omar Serrano
From: Scheduled
To: Awaiting Parts
Duration in Previous: 3d 18h
1.5 business days
⏱️
3x Labor Added Jan 26, 3:48 AM
Type: Labor, Travel
Status: Open
Qty: 1, 47, 1.5
3.0 business days
📅
Status: Ready for Scheduling by Shelby Robinson Jan 28, 3:52 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 6h
4.0 business days
🗓️
2 Status: Scheduled Feb 2, 12:22 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-03T17:00:00.000+0000
2.0 business days
🔧
Status: Tech On Site by Omar Serrano Feb 3, 2:22 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 1h
✔️
Status: Completed by Omar Serrano Feb 3, 11:52 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 30m
3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Feb 6, 2:59 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 15h
2.0 business days
🏁
Status: Closed by Omar Serrano Feb 9, 10:17 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 2d 19h
2.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 10, 12:12 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
2.0 business days
📨
3 Status: Invoice Pending Feb 11, 1:15 PM
Status: Invoice Pending → Status: Ready to Bill → Status: Invoice Pending
📄
Status: Ready to Bill by Nancy Suarez
From: Invoice Pending
To: Ready to Bill
Duration in Previous: 2m
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2m
💰
2 Status: Invoiced Feb 11, 1:25 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-253599

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours
Ready for Scheduling
Duration: 9.6 business days (threshold: 1.0 business days)
Exceeded by 8.6 business days
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.2 business hours
Tech On Site
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.8 business hours
Ready for Scheduling
Duration: 4.6 business days (threshold: 1.0 business days)
Exceeded by 3.6 business days
Scheduled
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.8 business hours

🔗 Related Artifacts

📞
Case 00553882
Closed
📦
Parts Order 00088142
Closed
📦
Parts Order 00088932
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Feb 3, 12:00 PM
Created
Dec 23, 5:18 PM
Invoice #
SM-253599

Work Details (9)

Name Type Status Qty Amount Date
WL-03069902 Labor Open 1.25 $0.00 Jan 19, 1:31 AM
WL-03069903 Travel Open 53 $0.00 Jan 19, 1:31 AM
WL-03069904 Labor Open 1.5 $0.00 Jan 19, 1:31 AM
WL-03069905 Labor Open 2 $220.00 Jan 19, 1:31 AM
WL-03069906 Travel Open 53 $110.00 Jan 19, 1:31 AM
WL-03069935 Expenses Open 1 $0.00 Jan 19, 2:39 AM
WL-03078685 Labor Open 1 $110.00 Jan 26, 3:48 AM
WL-03078686 Travel Open 47 $110.00 Jan 26, 3:48 AM
WL-03078687 Labor Open 1.5 $0.00 Jan 26, 3:48 AM

Details