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WO-01349190 ↗ ServiceMax

MIDMARK • Repair • P4

📍 AltaMed Health — 6811 Eastern Ave, Bell Gardens CA, 90201-3901

Feb 2, 2026 → Feb 18, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 6, 2026
✗ SLA Missed (6 biz days late)
Active: 10 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 18, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 2 → Feb 3, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 6, 2026
3 business days (counted)
Running total: 4 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 6 → Feb 9, 2026
1 business day (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 12, 2026
3 business days (counted)
Running total: 7 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 18, 2026
3 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
Created: Feb 2, 2026 Completed: Feb 18, 2026
Business Days Used 10 / 4
0 4d budget +6d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 2 → Feb 2 Created ▶ Running 0 0 / 4
Feb 2 → Feb 3 Ready for Scheduling ▶ Running 1 1 / 4
Feb 3 → Feb 3 Assigned ▶ Running 0 1 / 4
Feb 3 → Feb 6 Scheduled ▶ Running 3 4 / 4
Feb 6 → Feb 9 Awaiting Parts ⏸ Paused 1 —
Feb 9 → Feb 12 Ready for Scheduling ▶ Running 3 7 / 4
Feb 12 → Feb 18 Scheduled ▶ Running 3 10 / 4
Feb 18 → Feb 18 Tech On Site ▶ Running 0 10 / 4
Dispatch 0.0d
Material Management 2.0d
Coordinators 11.9d
Field Work 0.3d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
11.9 days
Over SLA
Field Work
0.3 days
Billing
1.0 days
Created: Feb 2, 2026 Due: Feb 17, 2026 Completed: Feb 18, 2026 (on time)
📅
11.1 days Total Age
⏱️
4.0d in Ready for Scheduling Longest Stage
🔄
12 transitions Status Changes
⚠️
7.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 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 Feb 5, 2026
Visit 2 Feb 17, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564290
Repair
Closed
Zone 1 MGIV/base down not functioning again ( see 1470788 ) For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Jessica Rodriguez
Owner
Jessica Sells
Created
Feb 2, 2026
Work Orders from this Case (1)
WO-01349190 (current) Invoiced
Repair • Omar Serrano
Created: Feb 2, 2026 • Closed: Feb 18, 2026
Completed with minor delays
Invoiced • 192 days old
🚨
Primary Delay 4.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 7.9 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
5.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
6.4d / 2.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-12 Mburris call from POC Jess to set appt 2-17 8am

2/9/26 RBerry- Updated due date based on parts.


02/09/2026 EMartin

Order No: 753891


Customer PO No: SR1530178


Customer: Midmark No Charge


Service Request NO: 1530178


  


Ship To Name: AltaMed Health


Ship To Address: 6811 Eastern Ave    


Ship To City/State: Bell Gardens, CA 90201-3901


Waybill (Tracking #): 1ZE444250370667255


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 06-FEB-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 015-1055-00 SERIAL #: DESCRIPTION: SWITCH


LINE NO: 2.1 QTY: 1 ITEM: 015-3608-00 SERIAL #: DESCRIPTION: HARNESS ASSY 626 NO SCALE, NO UPH


2-3 Mburris called set with Jessica 2-5 2pm

2/2/2026jsells

left a voicemail with the work order number and I let Jessica know that someone would be calling her to schedule

🔧 Work Performed
Arrived on site and checked in with front desk and they informed site supervisor of my arrival. Once taken to room began by removing shroud system and checking for error codes. Once error code found it point to limit switch issue. Removed power and test limit switches for base and found then to test okay after pressed. So next called midmark and after troubleshooting with them we determined new complete wire harness needed and would return once parts arrive. In the time being lowered table and reinstalled shrouds. Removed power from table to prevent further harm and informed customer to leave chair with out power until i return to complete repair. 2/17 Arrived on site and checked in with customer. Waited for poc to arrive as staff not aware where parts located and poc only one aware. Once parts arrived i began removal of shrouds and began the removal of current wire harness. Ensured to take plenty of picture to aide in the installation of new wire harness. Once new wire harness installed ensure to reference pictures to make sure i installed all wires correctly. Replaced both base limit switches with new switches and powered unit to test for function. Unit working so closed unit back up. Once unit reassembled test unit again several times moving thru functions and ensured no further issues. Unit returned to service and customer verified function.
🔍 Technician Findings
Customer states that table has no function
⚠️ Problem Description
Zone 1 MGIV/base down not functioning again ( see 1470788 ) For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Feb 2, 10:30 AM
Case Number: 00564290
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 2, 3:33 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
⏳ 2.0 business days
👷
▶
4 Technician Assigned Feb 3, 4:41 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 1h
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-05T22:00:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 4m
⏳ 2.9 business days
🔩
2x Parts Added Feb 5, 2:12 PM
Type: Parts
Status: Open
Qty: 1
📦
▶
2 Parts Requested Feb 6, 10:02 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Omar Serrano
From: Scheduled
To: Awaiting Parts
Duration in Previous: 2d 17h
⏱️
5x Labor Added Feb 7, 1:28 AM
Type: Labor, Travel
Status: Open
Qty: 1, 1.5, 25
⏳ 1.0 business days
📅
Status: Ready for Scheduling by Erin Martin Feb 9, 10:07 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 0h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Feb 12, 12:30 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-17T16:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Omar Serrano Feb 17, 9:47 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 9h
⏱️
▶
2 2x Labor Added Feb 17, 11:35 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Omar Serrano
From: Tech On Site
To: Completed
Duration in Previous: 1h 48m
🚗
▶
2 Travel Added Feb 18, 12:05 AM
Travel Added → Status: Closed
🏁
Status: Closed by Omar Serrano
From: Completed
To: Closed
Duration in Previous: 29m
⏳ 3.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 7:09 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 19h
⏳ 1.6 business days
📨
▶
2 Status: Invoice Pending Feb 23, 4:01 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 95.0 business days
🧾
Invoice Created Jul 8, 5:01 PM
Invoice Number: SM-254691

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00564290
Closed
📦
Parts Order 00089864
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Feb 17, 11:00 AM
Created
Feb 2, 3:33 PM
Invoice #
SM-254691

Work Details (10)

Name Type Status Qty Amount Date
WL-03093342 Parts Open 1 $0.00 Feb 5, 2:12 PM
WL-03093343 Parts Open 1 $0.00 Feb 5, 2:12 PM
WL-03096483 Labor Open 1 $0.00 Feb 7, 1:28 AM
WL-03096484 Labor Open 1.5 $165.00 Feb 7, 1:28 AM
WL-03096485 Labor Open 1 $0.00 Feb 7, 1:28 AM
WL-03096486 Travel Open 25 $110.00 Feb 7, 1:28 AM
WL-03096487 Travel Open 25 $0.00 Feb 7, 1:28 AM
WL-03109820 Labor Open 1.5 $0.00 Feb 17, 11:35 PM
WL-03109821 Labor Open 3.75 $412.50 Feb 17, 11:35 PM
WL-03109849 Travel Open 25 $110.00 Feb 18, 12:05 AM

Details