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← WO Overview

WO-01311538 ↗ ServiceMax

MIDMARK • Repair • P4

📍 UC Davis Health — 4868 X Street, 48X Surgery Center., Sacramento CA, 95917

Oct 27, 2025 → Nov 13, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 31, 2025
✗ SLA Missed (9 biz days late)
Active: 13 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 14, 2025)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 27 → Oct 28, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 28 → Nov 4, 2025
5 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 7 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 5 → Nov 5, 2025
0 business days (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Nov 5 → Nov 11, 2025
3 business days (counted)
Running total: 10 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 11 → Nov 13, 2025
2 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 13 → Nov 14, 2025
1 business day (counted)
Running total: 13 of 4 biz days used
Created: Oct 27, 2025 Completed: Nov 14, 2025
Business Days Used 13 / 4
0 4d budget +9d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Oct 27 → Oct 27 Created ▶ Running 0 0 / 4
Oct 27 → Oct 28 Ready for Scheduling ▶ Running 1 1 / 4
Oct 28 → Oct 28 Assigned ▶ Running 0 1 / 4
Oct 28 → Nov 4 Scheduled ▶ Running 5 6 / 4
Nov 4 → Nov 5 Tech On Site ▶ Running 1 7 / 4
Nov 5 → Nov 5 Awaiting Parts ⏸ Paused 0 —
Nov 5 → Nov 11 Ready for Scheduling ▶ Running 3 10 / 4
Nov 11 → Nov 13 Scheduled ▶ Running 2 12 / 4
Nov 13 → Nov 14 Tech On Site ▶ Running 1 13 / 4
Dispatch 0.0d
Material Management 1.0d
Coordinators 13.3d
Field Work 1.5d
Billing 15.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.0 days
Coordinators
13.3 days
Over SLA
Field Work
1.5 days
Billing
15.6 days
Over SLA
Created: Oct 27, 2025 Due: Nov 13, 2025 Completed: Nov 14, 2025 (on time)
📅
12.8 days Total Age
⏱️
15.6d in Billing Review Longest Stage
🔄
14 transitions Status Changes
⚠️
22.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
1 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 Angel Rios — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 13, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538572
Midmark Service Request Dispatch Authorization - WO-00120137
Closed
Zone 1 WD Missing pieces on delivery of accessories. ADDITIONAL NOTES Please dispatch Angel Rios. Parts shipping out via UPS Next Day Air Saver. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Item 9A645001 SN V2868633 Ship Exchanged Open 735006 051-1163-00 1.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Bridgette Dixon
Owner
Sherry Reich
Created
Oct 27, 2025
Work Orders from this Case (2)
WO-01311538 (current) Invoiced
Repair • Angel Rios
Created: Oct 27, 2025 • Closed: Nov 13, 2025
WO-01311542 Invoiced
Repair • Angel Rios
Created: Oct 27, 2025 • Closed: Nov 13, 2025
Completed with significant delays
Invoiced • 128 days old
🚨
Primary Delay 15.6 days stuck in "Billing Review"
⏱️
Total Delay 22.7 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
5.0d / 1.0d SLA
Assigned
0.3d / 0.5d SLA
Scheduled
8.0d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Billing Review
15.6d / 2.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/19/2025 ABelyea - added SN#

11/18 NSuarez chattered Allison to add serial #

11/13 - ARios - Travel time is on child WO-01311542.


11/7/25 SReich

Your shipment

1ZE444251374319480

 Delivered On

Friday, November 07 at 10:41 A.M. See Delivery Photo


11/07/2025 JRolston - Per email from UPS, part scheduled for delivery today, 11/7, UPS wb 1ZE444251374319480. Updated WO accordingly. 


11/6/25 SReich

UPS Exception Notification, Tracking Number 1ZE444251374319480

An emergency situation or severe weather condition has delayed delivery.

 

11/5/25 SReich

Order No: 736820 Customer PO No: SR1482538 Customer: Midmark No Charge Service Request NO: 1482538 Ship To Name: EMSAR Inc Ship To Address: 5331 Standish Rd Ship To City/State: Sacramento, CA 95820-6624 Waybill (Tracking #): 1ZE444251374319480 Carrier: UPS-Air-Next Day Air Saver The following items have shipped from Midmark Corporation on: 05-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 051-1163-00 SERIAL #: DESCRIPTION: CLAMP KNEE CRUTCH-PLATED LINE NO: 2.1 QTY: 2 ITEM: 045-0001-138 SERIAL #: DESCRIPTION: WASHER SPCL 0.375 FINISH HARD STL RC 40

 

10-28 Mburris site reached out to tech to set

10/27/25 SReich

Order No: 735006 Customer PO No: SR1482538 Customer: Midmark No Charge Service Request NO: 1482538 Ship To Name: UC Davis Health System Ship To Address: 4868 X St 48X Surgery Center Ship To City/State: Sacramento, CA 95817-2205 Waybill (Tracking #): 1ZE444251346871999 Carrier: UPS-Air-Next Day Air Saver The following items have shipped from Midmark Corporation on: 27-OCT-2025 LINE NO: 1.1 QTY: 1 ITEM: 051-1163-00 SERIAL #: DESCRIPTION: CLAMP KNEE CRUTCH-PLATED LINE NO: 2.1 QTY: 2 ITEM: 045-0001-138 SERIAL #: DESCRIPTION: WASHER SPCL 0.375 FINISH HARD STL RC 40

 

10/27/25 SReich - Chattered Butler/Whalen on a product to use to enter the IP. Spoke to Bridgette, gave her the WO # and told her someone would be reaching out to schedule around the arrival of parts.  

🔧 Work Performed
11/04 Unable to complete the repair as the customer could not locate the delivered parts; Midmark was contacted and per Brian, replacement parts will be shipped to my trunk stock location. 11/13 Proceeded to install missing clamp plate on knee crutch kit.
🔍 Technician Findings
11/04 Customer couldn't find parts that were delivered. 11/13 Confirmed that exam chair in room 4145 was missing a Knee crutch kit clamp plate on the right side.
⚠️ Problem Description
Zone 1 WD Missing pieces on delivery of accessories. ADDITIONAL NOTES Please dispatch Angel Rios. Parts shipping out via UPS Next Day Air Saver. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Per Joe Whalen: This appears to be an accessory. The tech will need to document the device they installed this accessory on. Consumption would follow the same process as a part. Item 9A645001 SN V2868633 Ship Exchanged Open 735006 051-1163-00 1.00000
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Oct 27, 11:49 AM
Case Number: 00538572
Subject: Midmark Service Request Dispatch Authorization - WO-00120137
Status: Closed
📋
▶
2 Work Order Created Oct 27, 2:01 PM
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 Status: Assigned Oct 28, 9:26 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Angel Rios
🗓️
▶
2 Status: Scheduled Oct 28, 11:29 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-04T17:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Angel Rios Nov 4, 12:24 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 1h
📦
▶
2 Parts Requested Nov 4, 7:06 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Angel Rios
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 6h 42m
📅
Status: Ready for Scheduling by Sherry Reich Nov 5, 4:34 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 21h 27m
⏳ 3.9 business days
🗓️
▶
2 Status: Scheduled Nov 11, 9:41 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-13T18:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Angel Rios Nov 13, 1:44 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 4h
⏱️
Labor Added Nov 13, 6:52 PM
Type: Labor
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Nov 13, 7:06 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Angel Rios
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.6 business days
📄
Status: Ready to Bill by Nancy Suarez Nov 18, 2:00 PM
From: Closed, Ready to Bill
To: Ready to Bill, Billing Review
Duration in Previous: 4d 18h, 0m
🚨 16.0 business days
📄
▶
4 Status: Ready to Bill Dec 11, 3:18 PM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created → Status: Invoiced
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-248784
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.9 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Ready for Scheduling
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Billing Review
Duration: 15.6 business days (threshold: 2.0 business days)
Exceeded by 13.6 business days

🔗 Related Artifacts

📞
Case 00538572
Closed
📦
Parts Order 00084770
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Angel Rios
Scheduled
Nov 13, 1:00 PM
Created
Oct 27, 2:01 PM
Invoice #
SM-248784

Work Details (1)

Name Type Status Qty Amount Date
WL-03006628 Labor Open 1 $110.00 Nov 13, 6:52 PM

Details