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WO-01316317 ↗ ServiceMax

MIDMARK • Repair • P4

📍 ltaMed Medical Group — 6601 Rugby Ave, Ste 300, Huntington Park CA, 90255-4040

Nov 19, 2025 → Dec 1, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 25, 2025
✗ SLA Missed (2 biz days late)
Active: 6 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 2, 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 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)
2d
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 24, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 24 → Dec 2, 2025
4 business days (counted)
Running total: 6 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 6 of 4 biz days used
Created: Nov 19, 2025 Completed: Dec 2, 2025
Business Days Used 6 / 4
0 4d budget +2d over
Show SLA Clock Detail (7 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 Assigned ▶ Running 0 0 / 4
Nov 19 → Nov 20 Awaiting Parts - Customer ⏸ Paused 1 —
Nov 20 → Nov 24 Ready for Scheduling ▶ Running 2 2 / 4
Nov 24 → Dec 2 Scheduled ▶ Running 4 6 / 4
Dec 2 → Dec 2 Tech On Site ▶ Running 0 6 / 4
Dispatch 0.0d
Material Management 1.4d
Coordinators 7.3d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.4 days
Coordinators
7.3 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Nov 19, 2025 Due: Dec 1, 2025 Completed: Dec 2, 2025 (on time)
📅
7.1 days Total Age
⏱️
4.2d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
6.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545016
Midmark Service Request Dispatch Authorization - WO-00128885
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
Cindy Munoz
Owner
John Rolston
Created
Nov 18, 2025
Work Orders from this Case (7)
WO-01316317 (current) Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 1, 2025
WO-01316318 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 1, 2025
WO-01316319 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 1, 2025
WO-01316322 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 1, 2025
WO-01316323 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 1, 2025
WO-01316324 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 1, 2025
WO-01316328 Invoiced
Repair • Omar Serrano
Created: Nov 19, 2025 • Closed: Dec 1, 2025
Completed with minor delays
Invoiced • 105 days old
🚨
Primary Delay 4.2 days stuck in "Scheduled"
⏱️
Total Delay 6.2 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
3.1d / 1.0d SLA
Awaiting Parts - Customer
1.4d
Scheduled
4.2d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 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 called site and set appt with POC Cindy 12-1 1:30pm

11/20/2025jsells

Ship To Name: AltaMed Medical Group Ship To Address: 6601 Rugby Ave Ste 300 Ship To City/State: Huntington Park, CA 90255-4040 Waybill (Tracking #): 1ZE444250348374201 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: 10.1 QTY: 1 ITEM: S006-00909 SERIAL #: 1ZE444259047068934 DESCRIPTION: ARS LABEL, ST RT 47 WEST


11/19/2025 JRolston - Called site POC, Cindy Munoz @ (323) 895-9216. 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. AFTER SEVERAL ATTEMPTS TO FIND TABLE THIS WAS TABLE WAS NOT ABLE TO BE FOUND. Asked customer but they also did not have an idea of location Of table. Tried looking once more but still not found. Time also includes taking sd cards to ups to ship back
🔍 Technician Findings
Table with this serial number not found, customer had no more table at location with this number
⚠️ 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, 4:12 PM
Case Number: 00545016
Subject: Midmark Service Request Dispatch Authorization - WO-00128885
Status: Closed
📋
Work Order Created Nov 19, 2:33 PM
Work Order: WO-01316317
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Shelby Robinson Nov 19, 2:48 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 14m
👷
▶
2 Status: Assigned Nov 19, 3:41 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Rhea Berry
Technician: Omar Serrano
📅
Status: Ready for Scheduling by Jessica Sells Nov 20, 9:49 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 18h 7m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 24, 11:39 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-01T21:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Omar Serrano Dec 1, 9:08 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 9h
⏱️
▶
2 4x Labor Added Dec 1, 11:31 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Omar Serrano
From: Tech On Site
To: Completed
Duration in Previous: 2h 23m
🏁
Status: Closed by Omar Serrano Dec 1, 11:44 PM
From: Completed
To: Closed
Duration in Previous: 12m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Dec 4, 11:35 AM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Nancy Suarez
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Dec 8, 2:05 PM
Invoice Number: SM-248170

Bottlenecks

Ready for Scheduling
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 4.2 business days (threshold: 2.0 business days)
Exceeded by 2.2 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00545016
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Dec 1, 4:30 PM
Created
Nov 19, 2:33 PM
Invoice #
SM-248170

Work Details (4)

Name Type Status Qty Amount Date
WL-03023112 Labor Open 1 $0.00 Dec 1, 11:31 PM
WL-03023113 Labor Open 1 $110.00 Dec 1, 11:31 PM
WL-03023114 Labor Open 0.75 $0.00 Dec 1, 11:31 PM
WL-03023115 Travel Open 40 $110.00 Dec 1, 11:31 PM

Details