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WO-01349257 ↗ ServiceMax

MIDMARK • Repair • P4

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

Feb 3, 2026 → Feb 19, 2026

✅ Completed
P4 4 business days from creation
Target: Feb 9, 2026
🏭 Customer Supplied Parts (1)
🕐 Clock stopped: Completed (Feb 18)
⏸ 1d excluded (parts wait + holding)
✗ SLA Missed (8d late)
Dispatch 0.0d
Material Management 2.0d
Coordinators 12.1d
Field Work 2.6d
Billing 2.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
12.1 days
Over SLA
Field Work
2.6 days
Over SLA
Billing
2.7 days
Over SLA
Created: Feb 3, 2026 Due: Feb 13, 2026 Completed: Feb 19, 2026 (5 days late)
📅
12.6 days Total Age
⏱️
5.9d in Ready for Scheduling Longest Stage
🔄
17 transitions Status Changes
⚠️
8.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 3, 2026
Visit 2 Feb 16, 2026
Visit 3 Feb 18, 2026
Visit 4 Feb 19, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564517
Repair
Closed
Zone 1 PROBLEM SUMMARY WD-scale timing out ADDITIONAL NOTES Unit is located in Ste 202, room 13. The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Ryan Smith
Owner
Erin Martin
Created
Feb 2, 2026
Work Orders from this Case (1)
WO-01349257 (current) Invoiced
Repair • Omar Serrano
Created: Feb 3, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 100 days old
🚨
Primary Delay 5.9 days stuck in "Ready for Scheduling"
⏱️
Total Delay 8.3 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
6.1d / 1.0d SLA
Assigned
0.7d / 0.5d SLA
Scheduled
5.3d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Completed
1.2d / 1.0d SLA
Closed
3.8d / 1.0d SLA
WO Correction Needed
1.0d
Ready to Bill
1.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20/26 RBerry- Updated delay code due to gap in communication with customer after WO went to RFS.


2-12 Mburis called site appt w Ryan 2-16 1pm

2/5 KHardiosn - Verified, with Midmark, that the shipping for parts is correct.

2/5/26 lcoonrod

Your shipment

1ZE444250371392504

Estimated delivery

Monday, February 09, between 9:00 A.M. - 11:00 A.M.

Tracking Number:Ship To:Kaiser Permanente
6660 Alton Pkwy
Irvine, CA 926183734
USUPS Service:UPS GROUNDPackage Weight:0.6 LBSMerchandise Description:Medical Service PartsReference Number 1:21094938 / 752901
Reference Number 2:SR1531204
Reference Number 3:200.100.10.1080.0000.402000.00000.0
Reference Number 4:Ryan Smith ? Engineering Department


2/5 KHardison: Updated due date I am verifying the shipping address with Midmark. It doesn't match the WO address.

1ZE444250371392504

Estimated delivery

Monday, February 09, between 9:00 A.M. - 11:00 A.M. 

LINE NO: 1.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD LINE NO: 2.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259074789471 DESCRIPTION: ARS LABEL, ST RT 47 WEST

02/03/2026 EMartin called Ryan Smith / (714) 215-7573 advising WO-01349257 created A coordinator will be reaching out to get this scheduled 

🔧 Work Performed
Arrived on site and already on site for another repair and nurse informed me this unit also not functioning. Confirmed table leveled and removed back cover to check for error codes. Error code indicated issue with vitals pcb, first tried hard reset by removing power but issue still present. Upon looking into wo found midmark already sending out board. 2/16 Arrived on site but could not get ahold of POC. WO scheduled by coordinator but poc not answering phone. Needed board and site did not have board stated only POC would have parts sent. Waited one hour for POC and called as well but could not get ahold of POC. next day called him and stated emergency came up and did not get a chance to call in to reschedule. 2/18 Arrived on site and met up with POC and was escorted to room unit in. Once talking with nurses we found out unit in negative pressure room and currently patient inside room and could not be moved. Patient undergoing procedure inside room and would have to wait for patient to be okay to be removed. Once room open began by removing covers and removing current scale PCB. installed new PCB and calibrated table. Unit tested and confirmed function, informed POC and return unit to service
🔍 Technician Findings
Customer states that scale on table is not functioning as intended
⚠️ Problem Description
Zone 1 PROBLEM SUMMARY WD-scale timing out ADDITIONAL NOTES Unit is located in Ste 202, room 13. The Service Company Tech must return the defective or unused part(s) using the return label provided to the customer. Mark on the SRA if the part(s) are defective or not used for repair. 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, 3:36 PM
Case Number: 00564517
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 3, 9:56 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Erin Martin
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Feb 3, 11:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 45m
🗓️
▶
2 Status: Scheduled Feb 3, 4:58 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-03T17:00:00.000+0000
🔧
Status: Tech On Site by Omar Serrano Feb 3, 11:15 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6h 17m
⏱️
▶
3 2x Labor Added Feb 4, 12:13 AM
2x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089644
Status: Closed
📦
Status: Awaiting Parts by Omar Serrano
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 58m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Feb 5, 12:03 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 11h
⏳ 3.0 business days
⏱️
Labor Added Feb 9, 10:24 AM
Type: Labor
Status: Open
Qty: 1.75
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Feb 12, 5:51 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 7d 5h
⏳ 2.8 business days
🔧
Status: Tech On Site by Omar Serrano Feb 16, 10:10 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 4h
📅
▶
2 Dispatch Scheduled Feb 17, 9:10 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Omar Serrano
From: Tech On Site
To: Scheduled
Duration in Previous: 10h 59m
📅
Dispatch Scheduled by Michael Burris Feb 17, 11:56 AM
Scheduled For: 2026-02-18T16:30:00.000+0000, 2026-02-18T15:00:00.000+0000
⏱️
5x Labor Added Feb 18, 12:33 AM
Type: Labor, Travel
Status: Open
Qty: 1.5, 1.25, 50
🔧
Status: Tech On Site by Omar Serrano Feb 18, 12:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
✔️
Status: Completed by Omar Serrano Feb 18, 2:42 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 40m
⏱️
5x Labor Added Feb 18, 11:14 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 2, 50
🏁
Status: Closed by Omar Serrano Feb 19, 12:08 AM
From: Completed
To: Closed
Duration in Previous: 9h 26m
⏳ 2.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Feb 20, 7:07 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 18h
⏳ 1.6 business days
🏁
Status: Closed by Omar Serrano Feb 23, 12:18 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 2d 17h
⏳ 2.0 business days
🔩
Parts Added Feb 24, 12:27 PM
Type: Parts
Status: Open
Qty: -1
📄
Status: Ready to Bill by Nancy Suarez Feb 24, 1:21 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
📨
▶
3 Status: Invoice Pending Feb 25, 12:42 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-254893

Bottlenecks

Assigned
Duration: 5.2 business hours (threshold: 4.0 business hours)
Exceeded by 1.2 business hours
Ready for Scheduling
Duration: 5.9 business days (threshold: 1.0 business days)
Exceeded by 4.9 business days
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.3 business hours
Completed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.7 business hours
Ready to Bill
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.6 business hours

🔗 Related Artifacts

📞
Case 00564517
Closed
📦
Parts Order 00089644
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Feb 18, 10:00 AM
Created
Feb 3, 9:56 AM
Invoice #
SM-254893

Work Details (14)

Name Type Status Qty Amount Date
WL-03090773 Labor Open 0.5 $55.00 Feb 4, 12:13 AM
WL-03090775 Travel Open 50 $0.00 Feb 4, 12:13 AM
WL-03097486 Labor Open 1.75 $0.00 Feb 9, 10:24 AM
WL-03109866 Labor Open 1.5 $0.00 Feb 18, 12:33 AM
WL-03109867 Labor Open 1 $110.00 Feb 18, 12:33 AM
WL-03109868 Labor Open 1.25 $0.00 Feb 18, 12:33 AM
WL-03109869 Travel Open 50 $110.00 Feb 18, 12:33 AM
WL-03109870 Travel Open 50 $0.00 Feb 18, 12:33 AM
WL-03111487 Labor Open 1.5 $0.00 Feb 18, 11:14 PM
WL-03111488 Labor Open 2 $220.00 Feb 18, 11:14 PM
WL-03111489 Labor Open 1 $0.00 Feb 18, 11:14 PM
WL-03111490 Travel Open 50 $110.00 Feb 18, 11:14 PM
WL-03111491 Travel Open 50 $0.00 Feb 18, 11:14 PM
WL-03117646 Parts Open -1 $0.00 Feb 24, 12:27 PM

Details