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
Primary Delay15.0 days stuck in "07e-Partial Project"
⏱️
Total Delay7.3 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
3.3d / 1.0d SLA
Assigned
0.3d / 0.5d SLA
Scheduled
8.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Awaiting Parts
3.0d / 3.0d SLA
Closed
4.0d / 1.0d SLA
WO Correction Needed
1.4d
07e-Partial Project
15.0d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
11/19 NSuarez awaiting forWO-01311538 so SN can be added.
10-28 Mburris site reached out to tech to set
🔧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. Per request from Midmark (Steve McGill), installed two 253 LED exam lights: SN V2833059 on 626 chair SN V2834359 in room 4236, and SN V2832949 on 626 chair SN V2834502 in room 4116. The second light did not power on from the chair outlet; verified it powered on via wall outlet, checked fuses and breakers on the chair (all OK). Contacted Midmark Tech Support and was advised a service request was required for further troubleshooting; SR-1487420 issued by Deann.
11/13
Arrived on site and installed the two missing washers on the exam chair’s knee-crutch brackets located in room 4143. The customer also informed me that an exam chair on the 3rd floor required installation of an exam light bracket and the exam light itself. Steven McGill approved proceeding with that work. I installed the bracket on the exam chair with SN V2836844, located in room 3373.
🔍Technician Findings
11/04
Arrived on site and waited for the customer to arrive to provide access to the area where the exam chairs requiring hardware are located. Once on site, the customer was unable to locate the parts previously shipped by Midmark.
Note: Arrived at 9:15 a.m. for a 10:00 a.m. appointment due to a ServiceMax scheduling issue from the recent time change.
11/13
Arrived on site and confirmed that exam chair in room 4143 was missing 2 washers from the Knee crutch brackets.
⚠️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!
Ship Exchanged Open 735006 045-0001-138 2.00000
To: bdixon@health.ucdavis.edu
CC:
BCC:
Attachment: --none--
Subject: Update: Awaiting Parts for Your Work Order
Body:
Dear Customer,Thank you for choosing EMSAR for your service needs.We are currently awaiting the parts necessary to complete the work for your device.Work Order #: WO-01311542Location: UC Davis HealthAddress: 4868 X Street, 48X Surgery Center. Sacramento, CA 95917Device: 626 (Series) Chair V2834801Problem Description: Zone 1
WD Missing pieces on d
📅
WO-01311542 - Repair - 626 (Series) Chair - Sacramento - UC Davis Health
Nov 13, 2025 1:00pm – 5:00pm
Work Order: WO-01311542
Account: MIDMARK
Customer Case Number: SR 1482538 WO-00120138
Location: UC Davis Health
Address: 4868 X Street, 48X Surgery Center., Sacramento, CA 95917
Manufacturer: Midmark
Model #: 626 (Series) Chair
Serial #: V2834801
Contact Name: Bridgette Dixon
Contact Phone
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, 2:06 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From:Entered
To:Ready for Scheduling
Duration in Previous:1m
👷
▶
2
Technician Assigned Oct 28, 9:25 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From:Ready for Scheduling
To:Assigned
Duration in Previous:19h 18m
🗓️
▶
2
Status: Scheduled Oct 28, 11:30 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 RiosNov 4, 6:23 PM
From:Scheduled
To:Tech On Site
Duration in Previous:7d 7h
⏱️
4x Labor Added Nov 4, 6:54 PM
Type:Labor, Travel
Status:Open
Qty:0.5, 2.75
⏱️
▶
3
Labor Added Nov 4, 7:08 PM
Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order:00084771
Status:Closed
📦
Status: Awaiting Parts by Angel Rios
From:Tech On Site
To:Awaiting Parts
Duration in Previous:49m
⏱️
Labor Added Nov 4, 8:11 PM
Type:Labor
Status:Open
Qty:0.5
⏳3.5 business days
📅
Status: Ready for Scheduling by Sherry ReichNov 7, 2:26 PM
From:Awaiting Parts
To:Ready for Scheduling
Duration in Previous:2d 19h
⏳2.0 business days
🗓️
▶
2
Status: Scheduled Nov 11, 9:44 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 RiosNov 13, 4:38 PM
From:Scheduled
To:Tech On Site
Duration in Previous:2d 6h
⏱️
Labor Added Nov 13, 5:23 PM
Type:Labor
Status:Open
Qty:0.5
⏱️
▶
2
2x Labor Added Nov 13, 7:05 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Angel Rios
From:Tech On Site, Completed
To:Completed, Closed
Duration in Previous:2h 28m, 0m
⏳3.6 business days
✏️
Status: WO Correction Needed by Nancy SuarezNov 18, 2:01 PM
From:Closed
To:WO Correction Needed
Duration in Previous:4d 18h
🚗
▶
2
2x Travel Added Nov 19, 1:14 AM
2x Travel Added → Status: Closed
🏁
Status: Closed by Angel Rios
From:WO Correction Needed
To:Closed
Duration in Previous:11h 14m
📋
Status: 07e-Partial Project by Nancy SuarezNov 19, 10:56 AM
From:Closed
To:07e-Partial Project
Duration in Previous:9h 40m
🚨15.0 business days
📄
▶
4
Status: Ready to Bill Dec 11, 3:17 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: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)