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WO-01349933 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Sutter Gould Med Foundation — 1026 Lifestyle St, Manteca CA, 95337-9511

Feb 5, 2026 → Mar 4, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 11, 2026
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Paused: 7 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 5, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Feb 5 → Feb 17, 2026
7 business days (not counted)
7d
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 26, 2026
7 business days (counted)
Running total: 7 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 26 → Mar 4, 2026
4 business days (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 4 → Mar 5, 2026
1 business day (counted)
Running total: 12 of 4 biz days used
Created: Feb 5, 2026 Completed: Mar 5, 2026
Business Days Used 12 / 4
0 4d budget +8d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 5 Created ▶ Running 0 0 / 4
Feb 5 → Feb 5 Ready for Scheduling ▶ Running 0 0 / 4
Feb 5 → Feb 5 Assigned ▶ Running 0 0 / 4
Feb 5 → Feb 17 Awaiting Parts - Customer ⏸ Paused 7 —
Feb 17 → Feb 26 Ready for Scheduling ▶ Running 7 7 / 4
Feb 26 → Mar 4 Scheduled ▶ Running 4 11 / 4
Mar 4 → Mar 5 Tech On Site ▶ Running 1 12 / 4
Dispatch 0.0d
Material Management 7.4d
Coordinators 12.4d
Field Work 0.7d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
7.4 days
Coordinators
12.4 days
Over SLA
Field Work
0.7 days
Billing
1.3 days
Over SLA
Created: Feb 5, 2026 Due: Feb 27, 2026 Completed: Mar 5, 2026 (5 days late)
📅
18.9 days Total Age
⏱️
7.4d in Awaiting Parts - Customer Longest Stage
🔄
10 transitions Status Changes
⚠️
10.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565455
Repair
Closed
Zone 2 Dispatch Type Repair PROBLEM SUMMARY special billing/ NWD / Base very loud with weight on it - SRA Request ADDITIONAL NOTES If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Web
Reason
New Case
Contact
Fernando Candelario
Owner
Kimberly Hardison
Created
Feb 4, 2026
Work Orders from this Case (1)
WO-01349933 (current) Invoiced
Repair • Angel Rios
Created: Feb 5, 2026 • Closed: Mar 4, 2026
Completed with significant delays
Invoiced • 190 days old
🚨
Primary Delay 7.4 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 10.5 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
7.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
7.4d
Scheduled
4.9d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/27/26 RBerry- Updated delay code.


2-26 Mburris called Fernando set for 3-4 between 11am - 12:30pm

2/17/26 SReich

SCHEDULED DELIVERY DATE

Monday

2/23/26 by end of day

Order No: 755902 Customer PO No: 4010584736HTM Customer: GE Healthcare Service Request NO: 1532430 Ship To Name: Sutter Gould Med Foundation Ship To Address: 1026 Lifestyle St Ship To City/State: Manteca, CA 95337-9511 Waybill (Tracking #): 510299711150 Carrier: FEDX-Parcel-Ground The following items have shipped from Midmark Corporation on: 17-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10093-00 SERIAL #: DESCRIPTION: KIT, RITTER BASE ACTUATOR ASS'Y


2/16/2026jsells

Hello, EMSAR,

Updating POC on this SR to Jacob Eccles. Part for this order mistakenly did not get submitted. It is now submitted under SO - 755902. Thanks!

2/5 KHardison - Left a vm regarding WO. Advised that a coordinator will call for scheduling, once shipping is confirmed for parts, once shipping is confirmed for parts

🔧 Work Performed
Replaced Base Actuator Assembly and tested the base function on the chair. Loud squeaking noise was still present during operation. Contacted Midmark Technical Support to report findings. They advised that debris on the base guide rails can cause the loud squeaking noise. Cleaned the guide rails with rubbing alcohol as recommended. Tested the base function again and the loud squeaking noise is no longer present.
🔍 Technician Findings
Arrived on site. Customer provided the Base Actuator Assembly that is to be replaced on the unit. Confirmed that the exam chair produces a very loud squeaking noise when activating the base function. The noise becomes louder when weight is applied to the chair.
⚠️ Problem Description
Zone 2 Dispatch Type Repair PROBLEM SUMMARY special billing/ NWD / Base very loud with weight on it - SRA Request ADDITIONAL NOTES If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact Midmark Dispatch at 937.688.9175 or dispatch@midmark.com with part number(s), quantities per serial number(s), current trip labor hour(s), and estimated next trip labor hour(s). Midmark will send a revised estimate for customer approval, set a response deadline, and advise the Service Company on how to proceed. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 200 (Series) Tables and Chairs (203, 204, 222, 223, 224, 225, 230, 244)

Timeline

📞
Case Linked Feb 4, 4:09 PM
Case Number: 00565455
Subject: Repair
Status: Closed
📋
▶
3 Work Order Created Feb 5, 2:27 PM
Work Order Created → Parts Added → Status: Ready for Scheduling
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
3 Technician Assigned Feb 5, 3:51 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 21m
👤
Status: Awaiting Parts - Customer by Michael Burris
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
⚠️ 8.0 business days
📅
Status: Ready for Scheduling by Sherry Reich Feb 17, 4:47 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 12d 0h
⚠️ 7.9 business days
🗓️
▶
2 Status: Scheduled Feb 26, 11:35 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-03-04T19:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Michael Burris Mar 3, 3:43 PM
Scheduled For: 2026-03-04T20:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Angel Rios Mar 4, 4:04 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 4h
⏱️
3x Labor Added Mar 4, 6:45 PM
Type: Labor, Travel
Status: Open
Qty: 2, 70, 53
⏱️
▶
2 Labor Added Mar 4, 7:25 PM
Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From: Tech On Site
To: Completed
Duration in Previous: 3h 23m
⏱️
▶
2 Labor Added Mar 4, 9:37 PM
Labor Added → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 2h 9m
⏳ 2.3 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 6, 4:23 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 18h
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Mar 9, 2:08 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256015

Bottlenecks

Ready for Scheduling
Duration: 7.3 business days (threshold: 1.0 business days)
Exceeded by 6.3 business days
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours

🔗 Related Artifacts

📞
Case 00565455
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Angel Rios
Scheduled
Mar 4, 3:00 PM
Created
Feb 5, 2:27 PM
Invoice #
SM-256015

Work Details (6)

Name Type Status Qty Amount Date
WL-03093449 Parts Open 1 $0.00 Feb 5, 2:27 PM
WL-03130590 Labor Open 2 $0.00 Mar 4, 6:45 PM
WL-03130591 Travel Open 70 $110.00 Mar 4, 6:45 PM
WL-03130592 Travel Open 53 $0.00 Mar 4, 6:45 PM
WL-03130647 Labor Open 3.5 $385.00 Mar 4, 7:25 PM
WL-03130848 Labor Open 2 $0.00 Mar 4, 9:37 PM

Details