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WO-01316249 ↗ ServiceMax

MIDMARK • Repair • P4

📍 AltaMed Health — 6811 Eastern Ave, Bell Gardens CA, 90201-3901

Nov 19, 2025 → Dec 11, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 25, 2025
✗ SLA Missed (10 biz days late)
Active: 14 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 12, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 19 → Nov 19, 2025
0 business days (not counted)
▶ Clock Running
Status: Assigned
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Nov 19 → Nov 20, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 21, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
12d
▶ Clock Running
Status: Scheduled
Nov 21 → Dec 11, 2025
12 business days (counted)
Running total: 13 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 11 → Dec 12, 2025
1 business day (counted)
Running total: 14 of 4 biz days used
Created: Nov 19, 2025 Completed: Dec 12, 2025
Business Days Used 14 / 4
0 4d budget +10d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 19 → Nov 19 Created ▶ Running 0 0 / 4
Nov 19 → Nov 19 Ready for Scheduling ▶ Running 0 0 / 4
Nov 19 → Nov 19 Awaiting Parts - Customer ⏸ Paused 0 —
Nov 19 → Nov 19 Assigned ▶ Running 0 0 / 4
Nov 19 → Nov 20 Awaiting Parts - Customer ⏸ Paused 1 —
Nov 20 → Nov 21 Ready for Scheduling ▶ Running 1 1 / 4
Nov 21 → Dec 11 Scheduled ▶ Running 12 13 / 4
Dec 11 → Dec 12 Tech On Site ▶ Running 1 14 / 4
Dispatch 0.1d
Material Management 1.4d
Coordinators 15.2d
Field Work 1.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
1.4 days
Coordinators
15.2 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
0.0 days
Created: Nov 19, 2025 Due: Dec 1, 2025 Completed: Dec 12, 2025 (10 days late)
📅
15.3 days Total Age
⏱️
13.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
15.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545007
Midmark Service Request Dispatch Authorization - WO-00128856
Closed
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY MGIV - Swap SD cards ADDITIONAL NOTES **This is a high priority dispatch.** Email sent to dispatch@midmark.com with Midmark 626 Micro-SD Card Replacement instructions attached. Tech will need to call into Medical Tech Service at 844-856-1230 with questions on the replacement. The Service Company Tech MUST RETURN the old SD card(s) using the return label provided to the customer. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. PCR CODES Problem Cause Resolution UM ENHANCEMENT REQUEST UM GENERAL INQUIRY GENERAL INQUIRY
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sonia Perez
Owner
John Rolston
Created
Nov 18, 2025
Work Orders from this Case (11)
WO-01316249 (current) Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 11, 2025
WO-01316252 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 11, 2025
WO-01316253 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 11, 2025
WO-01316254 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 11, 2025
WO-01316257 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 11, 2025
WO-01316258 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 11, 2025
WO-01316260 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 11, 2025
WO-01316262 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 11, 2025
WO-01316263 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 11, 2025
WO-01316266 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 11, 2025
WO-01316267 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 11, 2025
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 13.0 days stuck in "Scheduled"
⏱️
Total Delay 15.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
Ready for Scheduling
2.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
1.4d
Scheduled
13.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-24 Mburris email from POC to move appt.....Good morning team,

Thank you, @Alberto De La Cruz, for looping us in.

@Michael Burris, I will be the point of contact to schedule the service. Since we do have patient care, I wanted to check how long the process typically takes. Ideally, we want to ensure patient care is not impacted.

We can schedule for Thursday, Dec. 11th from 1–5 pm, as our team has a meeting during that time and there will be no patient care. Would that work for you?

Please let me know. Thank you!

 

Jessica Rodriguez

Administrative Assistant  – to  CD Patricia Ochoa  & SMD Dr. Stacy Tarradath

Bell Gardens & Bellflower

Senior & Complex Care - AltaMed Viva Oro / Viva Gold

Mobile: (323) 914-0489




11-21 Mburris email from POC to set

11-20 Mburris email sent to POC looking for 11-26 9am -10:30am

11-20 Mburris

1ZE444250372317852

Estimated delivery

Tuesday, November 25 between 9:45 A.M. - 1:45 P.M



11/20/2025jsells

Ship To Name: AltaMed Health Ship To Address: 6811 Eastern Ave Ship To City/State: Bell Gardens, CA 90201-3901 Waybill (Tracking #): 1ZE444250372317852 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 19-NOV-2025 LINE NO: 1.1 QTY: 1 ITEM: 015-10231-00 SERIAL #: DESCRIPTION: FLASH CARD, 16GB/32GB, MICROSD LINE NO: 2.1 QTY: 1 ITEM: 015-10231-00 SERIAL #: DESCRIPTION: FLASH CARD, 16GB/32GB, MICROSD LINE NO: 3.1 QTY: 1 ITEM: 015-10231-00 SERIAL #: DESCRIPTION: FLASH CARD, 16GB/32GB, MICROSD LINE NO: 4.1 QTY: 1 ITEM: 015-10231-00 SERIAL #: DESCRIPTION: FLASH CARD, 16GB/32GB, MICROSD LINE NO: 5.1 QTY: 1 ITEM: 015-10231-00 SERIAL #: DESCRIPTION: FLASH CARD, 16GB/32GB, MICROSD LINE NO: 6.1 QTY: 1 ITEM: 015-10231-00 SERIAL #: DESCRIPTION: FLASH CARD, 16GB/32GB, MICROSD LINE NO: 7.1 QTY: 1 ITEM: 015-10231-00 SERIAL #: DESCRIPTION: FLASH CARD, 16GB/32GB, MICROSD LINE NO: 8.1 QTY: 1 ITEM: 015-10231-00 SERIAL #: DESCRIPTION: FLASH CARD, 16GB/32GB, MICROSD LINE NO: 9.1 QTY: 1 ITEM: 015-10231-00 SERIAL #: DESCRIPTION: FLASH CARD, 16GB/32GB, MICROSD LINE NO: 10.1 QTY: 1 ITEM: 015-10231-00 SERIAL #: DESCRIPTION: FLASH CARD, 16GB/32GB, MICROSD LINE NO: 11.1 QTY: 1 ITEM: 015-10231-00 SERIAL #: DESCRIPTION: FLASH CARD, 16GB/32GB, MICROSD LINE NO: 13.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ze444259047262723 DESCRIPTION: ARS LABEL, ST RT 47 WEST


11/19/2025 JRolston - Called alt site POC, Patricia Ochoa on cell @ 323-895-9416. Voicemail only. Left detailed message advising her that dispatch has been received, and that Coordinators will call to schedule accordingly once tracking / ETA for parts has been determined

11/19/2025 JRolston - Per return call from POC / Sonia Perez, the actual POC for this site is Patricia Ochoa. She can be reached on cell @ 323-895-9416.

11/19/2025 JRolston - Called site POC, Sonia Perez @ (323) 810-0770. Voicemail only. Left detailed message advising her that dispatch has been received, and that Coordinators will call to schedule accordingly once tracking / ETA for parts has been determined.

🔧 Work Performed
Arrived on site and checked in with security desk to sign into vendors log. Next made my way to POC office where she provided me sd cards sent. Customer did not have exact rooms where chairs located so had to work with nurses around patient care to look for tables matching the SN on our SR. Once tables located followed instructions provided on replacement of SD Cards. Unit returned to service and advised nurses table ready to use again. Time also includes going to UPS and drop off SD cards that need to be sent back. filled out sr forms for all tables and closed out paper work
🔍 Technician Findings
Table found powered on with no current issues
⚠️ Problem Description
Travel Zone 1 Dispatch Type Repair PROBLEM SUMMARY MGIV - Swap SD cards ADDITIONAL NOTES **This is a high priority dispatch.** Email sent to dispatch@midmark.com with Midmark 626 Micro-SD Card Replacement instructions attached. Tech will need to call into Medical Tech Service at 844-856-1230 with questions on the replacement. The Service Company Tech MUST RETURN the old SD card(s) using the return label provided to the customer. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. PCR CODES Problem Cause Resolution UM ENHANCEMENT REQUEST UM GENERAL INQUIRY GENERAL INQUIRY
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Nov 18, 4:03 PM
Case Number: 00545007
Subject: Midmark Service Request Dispatch Authorization - WO-00128856
Status: Closed
📋
Work Order Created Nov 19, 1:05 PM
Work Order: WO-01316249
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by John Rolston Nov 19, 1:47 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 41m
👷
▶
3 Technician Assigned Nov 19, 3:33 PM
Technician Assigned → Status: Awaiting Parts - Customer → Status: Awaiting Parts - Customer
👤
Status: Awaiting Parts - Customer by Rhea Berry
From: Ready for Scheduling, Awaiting Parts - Customer
To: Awaiting Parts - Customer, Assigned
Duration in Previous: 1h 46m, 0m
👤
Status: Awaiting Parts - Customer by Rhea Berry
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
📅
Status: Ready for Scheduling by Jessica Sells Nov 20, 9:58 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 18h 22m
📅
▶
2 Dispatch Scheduled Nov 21, 8:22 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 22h 24m
⏳ 2.0 business days
📅
Dispatch Scheduled by Michael Burris Nov 24, 11:01 AM
Scheduled For: 2025-12-11T21:00:00.000+0000
🚨 12.0 business days
🔧
Status: Tech On Site by Omar Serrano Dec 11, 3:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 20d 6h
🚗
▶
2 5x Travel Added Dec 11, 11:15 PM
5x Travel Added → Status: Completed
✔️
Status: Completed by Omar Serrano
From: Tech On Site
To: Completed
Duration in Previous: 8h 8m
🏁
Status: Closed by Omar Serrano Dec 11, 11:39 PM
From: Completed
To: Closed
Duration in Previous: 23m
⏳ 4.0 business days
📄
▶
4 Status: Ready to Bill Dec 17, 10:47 AM
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-249270
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00545007
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Dec 11, 4:00 PM
Created
Nov 19, 1:05 PM
Invoice #
SM-249270

Work Details (5)

Name Type Status Qty Amount Date
WL-03035349 Travel Open 15 $0.00 Dec 11, 11:15 PM
WL-03035350 Labor Open 1 $0.00 Dec 11, 11:15 PM
WL-03035351 Labor Open 1 $110.00 Dec 11, 11:15 PM
WL-03035352 Labor Open 1.5 $0.00 Dec 11, 11:15 PM
WL-03035353 Travel Open 38 $110.00 Dec 11, 11:15 PM

Details