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WO-01350743 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Kaiser Permanente — 1707 Barcelona Circle, PLACENTIA CA, 92870

Feb 10, 2026 → Feb 27, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 17, 2026
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 28, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 17, 2026
4 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
6d
▶ Clock Running
Status: Tech Off Site
Feb 17 → Feb 25, 2026
6 business days (counted)
Running total: 10 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 25 → Feb 28, 2026
2 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 28 → Feb 28, 2026
0 business days (counted)
Running total: 12 of 4 biz days used
Created: Feb 10, 2026 Completed: Feb 28, 2026
Business Days Used 12 / 4
0 4d budget +8d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0 / 4
Feb 10 → Feb 10 Ready for Scheduling ▶ Running 0 0 / 4
Feb 10 → Feb 10 Assigned ▶ Running 0 0 / 4
Feb 10 → Feb 17 Scheduled ▶ Running 4 4 / 4
Feb 17 → Feb 17 Tech On Site ▶ Running 0 4 / 4
Feb 17 → Feb 25 Tech Off Site ▶ Running 6 10 / 4
Feb 25 → Feb 28 Scheduled ▶ Running 2 12 / 4
Feb 28 → Feb 28 Tech On Site ▶ Running 0 12 / 4
Dispatch 0.0d
Coordinators 7.0d
Field Work 8.0d
Billing 1.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.0 days
Over SLA
Field Work
8.0 days
Over SLA
Billing
1.8 days
Over SLA
Created: Feb 10, 2026 Due: Feb 16, 2026 Completed: Feb 28, 2026 (11 days late)
📅
13.0 days Total Age
⏱️
7.0d in Tech Off Site Longest Stage
🔄
11 transitions Status Changes
⚠️
11.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 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 16, 2026
Visit 2 Feb 27, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566712
Repair
Closed
Zone 1 NWD No function 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
Byron Bradshaw
Owner
Sherry Reich
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350743 (current) Invoiced
Repair • Omar Serrano
Created: Feb 10, 2026 • Closed: Feb 27, 2026
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 7.0 days stuck in "Tech Off Site"
⏱️
Total Delay 11.5 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
0.1d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
6.8d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
7.0d / 2.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
1.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-25 Mburris CB from POC asking for 2-27 12pm


2-25 Mburris call from Midmark with POC / POC wants to confirm parts with his site and will cb to set

2/19/2026jsells

Ship To Name: Kaiser Permanente Ship To Address: 1707 Barcelona Circle Ship To City/State: PLACENTIA, CA 92870 Waybill (Tracking #): 1ZE444250371738640 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 19-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: PFCOR2330 SERIAL #: DESCRIPTION: ADAPTER. SKF BCU FOR HAND CONTROL LINE NO: 2.1 QTY: 1 ITEM: PFCOR2251 SERIAL #: DESCRIPTION: INTERMEDIATE CABLE SUB D9


2-10 Mburris call from POC Byron Bradshaw to set for 2-16 10am 

2-10 Mburris email sent to POC

2/10/26 SReich - Sending an email due to the time difference.

🔧 Work Performed
Arrived on site and poc not in but secondary contact located unit and i found unit on furniture dolly. After troubleshooting unit found that customer requires parts for repair and according to notes customer needs to get revised quote from midmark. Emailed midmark about parts needed and they will contact customer 2/27 Once arriving to location found that customer had moved bed to new location as they would need it first thing monday morning. Site was close by, went into room and began removing damaged parts. Once parts removed installed new parts and closed table back up. Table put in final location and unit tested. No further issues found and informed poc of repair
🔍 Technician Findings
Customer states table had no functions
⚠️ Problem Description
Zone 1 NWD No function 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 244 (series) Barrier-Free™ Bariatric Power Treatment Table

Timeline

📞
Case Linked Feb 9, 3:01 PM
Case Number: 00566712
Subject: Repair
Status: Closed
📋
2 Work Order Created Feb 10, 8:26 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
2 Technician Assigned Feb 10, 9:42 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 10m
📅
2 Dispatch Scheduled Feb 10, 10:53 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1h 11m
4.0 business days
🔧
Status: Tech On Site by Omar Serrano Feb 16, 10:10 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 11h
🚗
2 5x Travel Added Feb 17, 9:08 AM
5x Travel Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Omar Serrano
From: Tech On Site
To: Tech Off Site
Duration in Previous: 10h 58m
2.0 business days
🔩
2x Parts Added Feb 18, 1:24 PM
Type: Parts
Status: Open
Qty: 1
⚠️ 6.0 business days
🗓️
2 Status: Scheduled Feb 25, 4:09 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-27T20:00:00.000+0000
3.0 business days
🔧
Status: Tech On Site by Omar Serrano Feb 27, 7:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 3h
⏱️
2 6x Labor Added Feb 27, 10:32 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Omar Serrano
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 1m, 0m
4.2 business days
📄
Status: Ready to Bill by Nancy Suarez Mar 5, 12:48 PM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 14h
📨
3 Status: Invoice Pending Mar 6, 12:30 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-255887

Bottlenecks

Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Tech Off Site
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 2.8 business hours
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.2 business hours

🔗 Related Artifacts

📞
Case 00566712
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Feb 27, 3:00 PM
Created
Feb 10, 8:26 AM
Invoice #
SM-255887

Work Details (13)

Name Type Status Qty Amount Date
WL-03108330 Travel Open 36 $0.00 Feb 17, 9:08 AM
WL-03108331 Labor Open 1 $0.00 Feb 17, 9:08 AM
WL-03108332 Labor Open 2.75 $302.50 Feb 17, 9:08 AM
WL-03108333 Labor Open 1.5 $0.00 Feb 17, 9:08 AM
WL-03108334 Travel Open 34 $110.00 Feb 17, 9:08 AM
WL-03110432 Parts Open 1 $0.00 Feb 18, 1:24 PM
WL-03110433 Parts Open 1 $0.00 Feb 18, 1:24 PM
WL-03124496 Labor Open 1.5 $0.00 Feb 27, 10:32 PM
WL-03124497 Labor Open 2.5 $275.00 Feb 27, 10:32 PM
WL-03124498 Labor Open 1.75 $0.00 Feb 27, 10:32 PM
WL-03124499 Travel Open 45 $110.00 Feb 27, 10:32 PM
WL-03124500 Travel Open 40 $0.00 Feb 27, 10:32 PM
WL-03124501 Expenses Open 1 $0.00 Feb 27, 10:32 PM

Details