Midmark Service Request Dispatch Authorization - WO-00117549
Closed
Zone 1
NWD | Op Panel Not Firing
Imaging/X-Ray Dispatch. Can call Stacy at (909) 869-2167 if Analyce is unavailable. Tech needs to enter a gate and enter
code: “01974”. If that does not work use “#1925”. 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 Veterinary Tech Service at 844-856-1232, option 3. Thank you!
All x-ray WOs:
Mandatory documents:
FDA 2579 Form
Primary Delay11.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay2.3 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
2.3d / 1.0d SLA
Awaiting Parts - Customer
11.0d
Scheduled
1.6d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
11-4 Mburris Can call Stacy at (909) 869-2167 email sent to POC
11/4/25 RCook- WO was not placed into RFS when tracking was added. Moved WO to RFS. Updated due date from today since WO was not released with tracking until today. Removed delay code.
10/21/25 lcoonrod
Currently, we are not able to provide the tracking details.
Order No: 733629
Customer PO No: SR1478612
Customer: Cal State Poly University
Service Request NO: 1478612
Ship To Name: Cal State Poly University
Ship To Address: 3801 W Temple Ave Blg 29B Room 103
Ship To City/State: Pomona, CA 91768-2557
Waybill (Tracking #): 1ZE444250373577392
Carrier: UPS-Parcel-Ground
The following items have shipped from Midmark Corporation on: 21-OCT-2025
LINE NO: 1.1 QTY: 1 ITEM: E1-13029 SERIAL #: DESCRIPTION: CABLE, ENET, CAT5E, UTP, 2M, GREY, STRAIGHT, UNSHIELDED
LINE NO: 2.1 QTY: 1 ITEM: 30-08072 SERIAL #: DESCRIPTION: RIBBON CABLE ASM., PREVA
10/20/2025jsells
spoke with Annalyce and I gave her the wo# and told her a coordinator will call her to schedule the visit
🔧Work Performed
Once i was able to locate room I meet with POC who provided parts and unit to work on. Upon working on unit i began by removing control panel as well as cover for main control box. Removed ribbon cable along with ethernet cable inorder to install new cables. Once cables installed also made adjustments for drifting and handle being loose. Reinstalled all covers and powered unit back on. Conducted test shots using both control panel as well as corded switch. No further issues found and ensured to show poc that no problems occurring anymore.
🔍Technician Findings
Customer states unit getting error codes when trying to take xray
⚠️Problem Description
Zone 1
NWD | Op Panel Not Firing
Imaging/X-Ray Dispatch. Can call Stacy at (909) 869-2167 if Analyce is unavailable. Tech needs to enter a gate and enter
code: “01974”. If that does not work use “#1925”. 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 Veterinary Tech Service at 844-856-1232, option 3. Thank you!
All x-ray WOs:
Mandatory documents:
FDA 2579 Form
📄Description
Midmark VetPro Mobile Dental X-ray Unit Model DCVM-G0A/H/S4/L (Progeny)
📧
Email:Re: [EXT] EMSAR Request for service at Cal State Poly University (Email to schedule service)
Completed Nov 4, 2025
From: ambrockham@cpp.edu
To: michael.burris@emsar.com
Cc: slcordua@cpp.edu
Tomorrow morning works just fine. Here is my phone number: 909-446-2550. Please have the technician call when they are close by. I will be right next door in a lab and will pop over to let them in.
Best Regards,
-AnnaLyce
AnnaLyce Brockham, BS, RVTg, FFCP (Veterinary) (she/her)
Animal Health Technician - Animal and Veterinary Sciences
Student Club Advisor - Animal Health Science and
📧
Email: EMSAR Request for service at Cal State Poly University (Email to schedule service)
Completed Nov 4, 2025
To: ambrockham@cpp.edu
CC:
BCC: michael.burris@emsar.com
Attachment: --none--
Subject: EMSAR Request for service at Cal State Poly University (Email to schedule service)
Body:
Hi Annalyce Brockham,
I hope you're doing well. I wanted to inform you that we’ve received the tracking information for the parts required for your service. We’re now ready to schedule your appointment to complete the [repair/maintenance] on your Midmark VetPro Mobile Dental X-ray Unit .
We currently have availabi
📋
Outbound to +19098692062
Completed Oct 20, 2025
spoke with Annalyce and I gave her the wo# and told her a coordinator will call her to schedule the visit
📅
WO-01310442 - Repair - DCVM-G0A/H/S4/L - Pomona - Cal State Poly University
Nov 5, 2025 12:00pm – 2:00pm
Work Order: WO-01310442
Account: MIDMARK
Customer Case Number: SR 1478612 WO-00117549
Location: Cal State Poly University
Address: 3801 W Temple Ave, Blg 29B Room 103,, Pomona, CA 91768-2557
Manufacturer: Midmark - Progeny
Model #: DCVM-G0A/H/S4/L
Serial #: L1025114
Contact Name: Annalyce Brockham
PDF
FDA-2579_06-25-21-Secured
Oct 20, 2025
PDF
SRA_WO-00117549_ver1
Oct 20, 2025
PDF
SRA_WO-00117549_ver1.pdf.pdf
Nov 6, 2025
Timeline
📞
Case Linked Oct 20, 1:22 PM
Case Number:00536829
Subject:Midmark Service Request Dispatch Authorization - WO-00117549
Status:Closed
📋
Work Order Created Oct 20, 5:43 PM
Work Order:WO-01310442
Type:Repair
Priority:P4
📅
Status: Ready for Scheduling by Jessica SellsOct 20, 5:53 PM
From:Entered
To:Ready for Scheduling
Duration in Previous:10m
👷
▶
2
Technician Assigned Oct 21, 10:31 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From:Ready for Scheduling, Assigned
To:Assigned, Awaiting Parts - Customer
Duration in Previous:16h 38m, 0m
🚨11.0 business days
📅
Status: Ready for Scheduling by Rhea BerryNov 4, 9:36 AM
From:Awaiting Parts - Customer
To:Ready for Scheduling
Duration in Previous:14d 0h
📅
▶
2
Dispatch Scheduled Nov 4, 5:49 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From:Ready for Scheduling
To:Scheduled
Duration in Previous:8h 13m
⏳1.8 business days
🔧
Status: Tech On Site by Omar SerranoNov 5, 10:56 PM
From:Scheduled
To:Tech On Site
Duration in Previous:1d 5h
⏱️
▶
2
3x Labor Added Nov 5, 11:21 PM
3x Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type:Labor, Travel
Status:Open
Qty:1, 30
🏁
Status: Closed by Omar SerranoNov 6, 12:00 AM
From:Tech On Site
To:Closed
Duration in Previous:1h 3m
⏳3.0 business days
📄
▶
2
Status: Ready to Bill Nov 10, 2:27 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From:Invoice Pending
To:Invoiced
Duration in Previous:4m
⏳1.0 business days
🧾
Invoice Created Nov 11, 4:29 PM
Invoice Number:SM-246132
Bottlenecks
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)