Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327490 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Kaiser Modesto Medical Center — 4531 Dale Rd, Modesto CA, 95356-9780

Dec 19, 2025 → Feb 2, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 26, 2025
✗ SLA Missed (20 biz days late)
Active: 24 biz days
Paused: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 2, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 19 → Dec 22, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
10d
▶ Clock Running
Status: Assigned
Dec 22 → Jan 7, 2026
10 business days (counted)
Running total: 11 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 7 → Jan 9, 2026
2 business days (counted)
Running total: 13 of 4 biz days used
▶ Clock Running
Status: Reschedule
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 13 of 4 biz days used
1d
▶ Clock Running
Status: Completed
Jan 9 → Jan 12, 2026
1 business day (counted)
Running total: 14 of 4 biz days used
8d
▶ Clock Running
Status: Scheduled
Jan 12 → Jan 24, 2026
8 business days (counted)
Running total: 22 of 4 biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Jan 24 → Jan 29, 2026
4 business days (not counted)
▶ Clock Running
Status: Scheduled
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 22 of 4 biz days used
▶ Clock Running
Status: Entered
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 22 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 22 of 4 biz days used
▶ Clock Running
Status: Entered
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 22 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 29 → Jan 30, 2026
1 business day (counted)
Running total: 23 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 23 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 30 → Feb 2, 2026
1 business day (counted)
Running total: 24 of 4 biz days used
Created: Dec 19, 2025 Completed: Feb 2, 2026
Business Days Used 24 / 4
0 4d budget +20d over
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Dec 19 → Dec 19 Created ▶ Running 0 0 / 4
Dec 19 → Dec 22 Ready for Scheduling ▶ Running 1 1 / 4
Dec 22 → Jan 7 Assigned ▶ Running 10 11 / 4
Jan 7 → Jan 9 Scheduled ▶ Running 2 13 / 4
Jan 9 → Jan 9 Reschedule ▶ Running 0 13 / 4
Jan 9 → Jan 12 Completed ▶ Running 1 14 / 4
Jan 12 → Jan 24 Scheduled ▶ Running 8 22 / 4
Jan 24 → Jan 29 Awaiting Parts ⏸ Paused 4 —
Jan 29 → Jan 29 Scheduled ▶ Running 0 22 / 4
Jan 29 → Jan 29 Entered ▶ Running 0 22 / 4
Jan 29 → Jan 29 Assigned ▶ Running 0 22 / 4
Jan 29 → Jan 29 Entered ▶ Running 0 22 / 4
Jan 29 → Jan 30 Ready for Scheduling ▶ Running 1 23 / 4
Jan 30 → Jan 30 Assigned ▶ Running 0 23 / 4
Jan 30 → Feb 2 Scheduled ▶ Running 1 24 / 4
Dispatch 0.0d
Material Management 4.0d
Coordinators 25.4d
Field Work 1.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Over SLA
Coordinators
25.4 days
Over SLA
Field Work
1.6 days
Over SLA
Billing
0.0 days
Created: Dec 19, 2025 Due: Jan 30, 2026 Completed: Feb 2, 2026 (2 days late)
📅
28.4 days Total Age
⏱️
10.2d in Assigned Longest Stage
🔄
14 transitions Status Changes
⚠️
20.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🚩
3 visits On-Site Trips
📋
Coordinator Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
Visit 1 Jan 8, 2026
Visit 2 Jan 23, 2026
Visit 3 Jan 30, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00553252
sent email to Midmark 12/22 Midmark Service Request Dispatch Authorization - WO-00139602
Closed
Zone 2 WD-tops delaminating on 7 carts For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 745385 040-0010-28 28.00000
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sergio Cazares
Owner
Jessica Sells
Created
Dec 19, 2025
Work Orders from this Case (1)
WO-01327490 (current) Invoiced
Repair • Omar Serrano
Created: Dec 19, 2025 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 75 days old
🚨
Primary Delay 10.2 days stuck in "Assigned"
⏱️
Total Delay 20.0 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
Assigned
10.3d / 0.5d SLA
Completed
1.6d / 1.0d SLA
Reschedule
2.0d / 2.0d SLA
Scheduled
10.1d / 2.0d SLA
Awaiting Parts
4.0d / 3.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/23/26 ARios - Travel time for today 1/23 is on WO-01337225

01/16/2026 EMartin

The status of your package has changed.


Exception Reason: Uncontrollable events have delayed delivery. We are adjusting delivery plans as quickly as possible. Please check back on the next business day for updates.

Exception Resolution: Delivery will be delayed by one business day.

01/16/2026 SRobinson- Due date updated to match tracking. Arrival 01/16. 1ZE444250348415130

1/16/26 SReich

Your shipment

1ZE444250346813749

1 of 2 Piece Shipment

Estimated delivery

Today, January 16, between 9:00 A.M. - 12:00 P.M.



1-12 Mburris email from POC Shari to set appt 1-23 10am

1-12 Mburris email sent to POC to set appt

Estimated deliveryThursday, January 15 between 9:00 A.M. - 12:00 P.M.



01/09/2026 EMartin

Order No: 746543


Customer PO No: SR1511494


Customer: Midmark No Charge


Service Request NO: 1511494


  


Ship To Name: Kaiser Modesto Medical Center


Ship To Address: 4531 Dale Rd    


Ship To City/State: Modesto, CA 95356-9780


Waybill (Tracking #): 1ZE444250348415130


Carrier: UPS-Parcel-Ground


  


The following items have shipped from Midmark Corporation on: 09-JAN-2026


  


LINE NO: 1.1 QTY: 6 ITEM: CSM-506*5171606 SERIAL #: DESCRIPTION: .Worksurface.6212-001.Pebble PVC Free

1/8 ARios - POC Sergio Casarez returned my call as I way on my way to their site, he mentioned he couldn't confirm that the parts were delivered to the site, although tracking says they were delivered. He will reach out to us to reschedule.

1-7 Mburris email from POC Sergio to set appt and adding other POC ......Adding @Faustino A Mendez and @Tracie Gonzalez who will be the POC for installation. Appt set for 1-8 with an arrival window between 2:30pm and 3:30pm 


1-7 Mburris email sent to POC

1-7 Mburris

1ZE444250347426219

Estimated delivery

Tomorrow, January 08 between 9:00 A.M. - 12:00 P.M.


12/31 KHardison: Updated due date. No ETA.

Ship To Name: Kaiser Modesto Medical Center Ship To Address: 4531 Dale Rd Ship To City/State: Modesto, CA 95356-9780 Waybill (Tracking #): 1ZE444250347426219 Carrier: UPS-Parcel-Ground LINE NO: 1.1 QTY: 1 ITEM: CSM-506*5171606 SERIAL #: DESCRIPTION: .Worksurface.6212-001.Pebble PVC Free

12-22 Mburris

1ZE444250372690145

Estimated delivery date will be available when UPS receives the package


12/22/2025jsells

Ship To Name: Kaiser Modesto Medical Center Ship To Address: 4531 Dale Rd Ship To City/State: Modesto, CA 95356-9780 Waybill (Tracking #): 1ZE444250372690145 Carrier: UPS-Parcel-Ground The following items have shipped from Midmark Corporation on: 22-DEC-2025 LINE NO: 2.1 QTY: 28 ITEM: 040-0010-28 SERIAL #: DESCRIPTION: SCR FLH 0.190-24 X 0.750 PHILLIPS BO


12/22/2025jsells

email from Midmark Hello, EMSAR,


Model 6212 carts do not have serial numbers. We didn't enter seven "products" and this the reason for one Work Order. It would be okay to do just one work order in EMSAR system. We would need the tech to reference the carts a Cart 1, Cart 2, etc. when completing paperwork.

12/22/2025jsells

per Ali in teams email sent to Midmark, no reply yet, per Ali leave as is

12/19/2025jsells

reached out to account manager about this showing 7 carts needing laminate, teams chatter from Ali, she reached out to Midmark to confirm (with us receiving 1 sn but 7 carts and 28 pcs shipped)

12/19/2025jsells

left a voicemail with Sergio and I gave him the work order number and told him a coordinator will call to schedule the visit

🔧 Work Performed
1/08 None, didn't make it to site. 1/23 Replaced tabletops for all six PC workstations at the following locations: • 1st PC workstation – 1st floor, Room 11 • 2nd PC workstation – 1st floor, Gym • 3rd PC workstation – 3rd floor, Room 8 • 4th PC workstation – 2nd floor, Room 2410 • 5th PC workstation – 2nd floor, Room 2417 • 6th PC workstation – 2nd floor, Room 2421 Please note that two of the replacement tabletops were damaged (scratched) out of the box and the customer is requesting replacements. Affected units are: • 2nd PC workstation – 1st floor, Gym • 5th PC workstation – 2nd floor, Room 2417 A service request was emailed to Midmark Technical Support to have these tabletops replaced.
🔍 Technician Findings
1/08 Contacted POC to advise of ETA. Did not receive a response at that time. POC later contacted me advising they were unable to confirm that parts had arrived. POC will follow up to reschedule. 1/23 Arrived on site. Customer (Faustino Mendez) showed me the locations of the PC Workstations requiring tabletop replacement. He advised that only six PC Workstations have damaged tabletops.
⚠️ Problem Description
Model 6212 carts do not have serial numbers. We didn't enter seven "products" and this the reason for one Work Order. It would be okay to do just one work order in EMSAR system. We would need the tech to reference the carts a Cart 1, Cart 2, etc. when completing paperwork. Zone 2 WD-tops delaminating on 7 carts For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Ship Exchanged Open 745385 040-0010-28 28.00000

Timeline

📞
Case Linked Dec 19, 3:11 PM
Case Number: 00553252
Subject: sent email to Midmark 12/22 Midmark Service Request Dispatch Authorization - WO-00139602
Status: Closed
📋
▶
2 Work Order Created Dec 19, 3:44 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 22, 5:08 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 1h
🚨 10.9 business days
🗓️
▶
2 Status: Scheduled Jan 7, 3:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-08T22:30:00.000+0000
⏳ 2.0 business days
⏱️
4x Labor Added Jan 8, 8:19 PM
Type: Labor, Travel
Status: Open
Qty: 1, 0.75, 44, 30
🔄
Status: Reschedule by Angel Rios Jan 8, 8:27 PM
From: Completed, Scheduled
To: Reschedule, Completed
Duration in Previous: 1d 4h, 0m
⏳ 2.4 business days
🗓️
▶
2 Status: Scheduled Jan 12, 2:54 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-23T18:00:00.000+0000
⚠️ 9.0 business days
⏱️
▶
3 Labor Added Jan 23, 8:53 PM
Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089020
Status: Closed
📦
Status: Awaiting Parts by Angel Rios
From: Scheduled
To: Awaiting Parts
Duration in Previous: 11d 6h
⏳ 4.4 business days
👷
▶
2 Technician Assigned Jan 29, 12:28 PM
Technician Assigned → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Awaiting Parts
To: Scheduled
Duration in Previous: 5d 15h
📅
Dispatch Scheduled by Michael Burris Jan 29, 12:39 PM
Scheduled For: 2026-01-30T18:00:00.000+0000
🆕
Status: Entered by Rhea Berry Jan 29, 12:58 PM
From: Scheduled, Entered
To: Entered, Assigned
Duration in Previous: 30m
🆕
Status: Entered by Rhea Berry Jan 29, 1:08 PM
From: Assigned, Entered
To: Entered, Ready for Scheduling
Duration in Previous: 8m, 0m
⏳ 2.0 business days
👷
▶
3 Technician Assigned Jan 30, 3:08 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1d 2h, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-30T18:00:00.000+0000
⏳ 1.4 business days
🚗
Travel Added Feb 2, 2:58 AM
Type: Travel
Status: Open
Qty: 400
⏱️
▶
3 Labor Added Feb 2, 3:16 AM
Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Omar Serrano
From: Scheduled
To: Completed
Duration in Previous: 2d 12h
🏁
Status: Closed by Omar Serrano
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
▶
3 Status: Ready to Bill Feb 3, 3:09 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-252925

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Assigned
Duration: 10.2 business days (threshold: 4.0 business hours)
Exceeded by 9.7 business days
Completed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.7 business hours
Scheduled
Duration: 8.5 business days (threshold: 2.0 business days)
Exceeded by 6.5 business days
Awaiting Parts
Duration: 4.0 business days (threshold: 3.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.9 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00553252
Closed
📦
Parts Order 00089020
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Jan 30, 1:00 PM
Created
Dec 19, 3:44 PM
Invoice #
SM-252925

Work Details (7)

Name Type Status Qty Amount Date
WL-03058474 Labor Open 1 $0.00 Jan 8, 8:19 PM
WL-03058475 Labor Open 0.75 $0.00 Jan 8, 8:19 PM
WL-03058476 Travel Open 44 $0.00 Jan 8, 8:19 PM
WL-03058477 Travel Open 30 $0.00 Jan 8, 8:19 PM
WL-03077518 Labor Open 3.75 $412.50 Jan 23, 8:53 PM
WL-03087450 Travel Open 400 $0.00 Feb 2, 2:58 AM
WL-03087459 Labor Open 8.25 $0.00 Feb 2, 3:16 AM

Details