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← WO Overview

WO-01308779 ↗ ServiceMax

MIDMARK • Repair • P4

📍 El Monte Rosemead Health Center — 9960 Baldwin Pl Asian Pacific Health Care Venture, El Monte CA, 91731

Oct 10, 2025 → Oct 29, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 17, 2025
✗ SLA Missed (3 biz days late)
Active: 7 biz days
Paused: 6 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 30, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
0d
▶ Clock Running
Status: Ready for Scheduling
Oct 10 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 13 → Oct 14, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 17, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
0d
▶ Clock Running
Status: Tech On Site
Oct 17 → Oct 19, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Oct 19 → Oct 27, 2025
6 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 27 → Oct 29, 2025
2 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 29 → Oct 30, 2025
1 business day (counted)
Running total: 7 of 4 biz days used
Created: Oct 10, 2025 Completed: Oct 30, 2025
Business Days Used 7 / 4
0 4d budget +3d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Oct 10 → Oct 10 Created ▶ Running 0 0 / 4
Oct 10 → Oct 13 Ready for Scheduling ▶ Running 0 0 / 4
Oct 13 → Oct 14 Assigned ▶ Running 1 1 / 4
Oct 14 → Oct 17 Scheduled ▶ Running 3 4 / 4
Oct 17 → Oct 19 Tech On Site ▶ Running 0 4 / 4
Oct 19 → Oct 27 Awaiting Parts ⏸ Paused 6 —
Oct 27 → Oct 27 Ready for Scheduling ▶ Running 0 4 / 4
Oct 27 → Oct 29 Scheduled ▶ Running 2 6 / 4
Oct 29 → Oct 30 Tech On Site ▶ Running 1 7 / 4
Dispatch 0.0d
Material Management 6.0d
Coordinators 9.2d
Field Work 1.8d
Billing 1.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.0 days
Over SLA
Coordinators
9.2 days
Over SLA
Field Work
1.8 days
Billing
1.1 days
Created: Oct 10, 2025 Due: Oct 31, 2025 Completed: Oct 30, 2025 (1 days early)
📅
13.5 days Total Age
⏱️
6.0d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
8.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 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 Oct 17, 2025
Visit 2 Oct 29, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534347
Midmark Service Request Dispatch Authorization - WO-00114009
Closed
Zone 1 NWD-damaged power inlet Tech needs to call Leonardo Garcia 323-300-3844 30 mins prior to arrival. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 731689 002-10454-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Leonardo Garcia
Owner
Jessica Sells
Created
Oct 9, 2025
Work Orders from this Case (1)
WO-01308779 (current) Invoiced
Repair • Omar Serrano
Created: Oct 10, 2025 • Closed: Oct 29, 2025
Completed with minor delays
Invoiced • 145 days old
🚨
Primary Delay 6.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 8.5 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
1.2d / 1.0d SLA
Assigned
1.0d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
1.8d / 1.0d SLA
Awaiting Parts
6.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
WO Correction Needed
1.1d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/3/25 NSuarez SRA needs to be filled out for date of service 10/17/25 & 10/29/25.

10/29 oserrano SR form not attached to WO


10-27 Mburris called site and set appt with POC 


10/27/25 RCook- Per email from Midmark, Hello, EMSAR,

 

Leonardo Garcia has reported that the parts have arrived and they are ready to schedule service.


Placed WO in RFS status.




10/21/2025jsells

UPS Exception Notification, Tracking Number 1ZE444250375988971

The status of your package has changed.


Exception Reason: We were unable to dispatch the trailer on time. This may cause a delay.


Exception Resolution: End of message

10/20/25 lcoonrod

Currently, we are not able to provide the tracking details. Order No: 733308 Customer PO No: SR1470674 Customer: Asian Pacific Healthcare Venture Service Request NO: 1470674 Ship To Name: El Monte Rosemead Health Center Ship To Address: 9960 Baldwin Pl Asian Pacific Health Care Venture Ship To City/State: El Monte, CA 917312204 Waybill (Tracking #): 1ZE444250375988971 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 20-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 015-1781-00 SERIAL #: DESCRIPTION: TRANSFORMER - ISOLATION LINE NO: 2.1 QTY: 2 ITEM: 015-0346-40 SERIAL #: DESCRIPTION: FUSE, 6.3A, SLO-BLO, HIGH-BREAKING CAPACITY


10/14/2025 Sramen - updated due date based on parts eta and removed delay code.

10-14 Mburris email from POC to set

10-13 MBurris email sent to POC

1ZE444250374485944

Estimated delivery

Wednesday, October 15 between 11:15 A.M. - 3:15 P.M


10/10/2025jsells

Ship To Name: El Monte Rosemead Health Center Ship To Address: 9960 Baldwin Pl Asian Pacific Health Care Venture Ship To City/State: El Monte, CA 917312204 Waybill (Tracking #): 1ZE444250374485944 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 10-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 002-10454-00 SERIAL #: DESCRIPTION: KIT, POWER INLET


10/10/2025jsells

location not open yet, sending an email with the WO#

🔧 Work Performed
Arrived on site and checked in with reception and was escorted to room. Began replacing outlet but once outlet replaced chair would not power on. After troubleshooting extensively determined unit needs new isolation transformer. Called customer and got approval for parts 10/29 Arrived on site and checked in with reception desk to allow me access to unit. Customer left part inside room so began by removing isolation transformer first. Once transformer removed installed new transformer and ensured unit wired properly. Installed new fuses and powered unit back on. Called POC and had top wait for them to arrive and test function of chair. Once function checked unit returned to service
🔍 Technician Findings
Customer stated they need new power inlet
⚠️ Problem Description
Zone 1 NWD-damaged power inlet Tech needs to call Leonardo Garcia 323-300-3844 30 mins prior to arrival. If part(s) are identified after speaking with Midmark Tech Service, the Service Company Tech must contact the POC for authorization before ordering. Once approved, notify Midmark immediately. If more time is needed for the customer’s decision to proceed, inform Midmark Dispatch at 937.688.9175 or dispatch@midmark.com. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 731689 002-10454-00 1.00000
📄 Description
Midmark 647 (Series) Barrier-Free® Podiatry Procedures Chair

Timeline

📞
Case Linked Oct 9, 1:50 PM
Case Number: 00534347
Subject: Midmark Service Request Dispatch Authorization - WO-00114009
Status: Closed
📋
▶
2 Work Order Created Oct 10, 9:39 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
⏳ 1.0 business days
👷
▶
2 Technician Assigned Oct 13, 6:47 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 9h
🗓️
▶
2 Status: Scheduled Oct 14, 8:47 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-17T16:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Omar Serrano Oct 17, 11:51 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 3h
⏳ 1.0 business days
🚗
5x Travel Added Oct 19, 3:05 PM
Type: Travel, Labor
Status: Open
Qty: 15, 2.25, 0.75, 1.25
📦
▶
2 Parts Requested Oct 19, 3:14 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Omar Serrano
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 2d 3h
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Rhea Berry Oct 27, 9:21 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7d 18h
🗓️
▶
2 Status: Scheduled Oct 27, 10:55 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-29T20:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Omar Serrano Oct 29, 5:35 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 6h
⏱️
▶
3 3x Labor Added Oct 29, 11:41 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Omar Serrano
From: Tech On Site
To: Completed
Duration in Previous: 6h 6m
🏁
Status: Closed by Omar Serrano
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Nancy Suarez Nov 3, 2:58 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 16h
🏁
Status: Closed by Omar Serrano Nov 3, 11:39 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 8h 41m
📄
▶
2 Status: Ready to Bill Nov 4, 10:00 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 70.0 business days
🧾
Invoice Created Feb 18, 9:46 AM
Invoice Number: SM-245545

Bottlenecks

Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00534347
Closed
📦
Parts Order 00083810
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Oct 29, 4:00 PM
Created
Oct 10, 9:39 AM
Invoice #
SM-245545

Work Details (8)

Name Type Status Qty Amount Date
WL-02976427 Travel Open 15 $110.00 Oct 19, 3:05 PM
WL-02976428 Travel Open 15 $0.00 Oct 19, 3:05 PM
WL-02976429 Labor Open 2.25 $247.50 Oct 19, 3:05 PM
WL-02976430 Labor Open 0.75 $0.00 Oct 19, 3:05 PM
WL-02976431 Labor Open 1.25 $0.00 Oct 19, 3:05 PM
WL-02989344 Labor Open 1 $0.00 Oct 29, 11:41 PM
WL-02989345 Labor Open 1.25 $137.50 Oct 29, 11:41 PM
WL-02989346 Travel Open 20 $110.00 Oct 29, 11:41 PM

Details