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← WO Overview

WO-01337225 ↗ ServiceMax

MIDMARK • Repair • P4

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

Jan 12, 2026 → Feb 2, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 16, 2026
✗ SLA Missed (8 biz days late)
Active: 12 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 2, 2026)
🏭 Customer Supplied Parts (1)
SLA Target
▶ Clock Running
Status: Created
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
8d
▶ Clock Running
Status: Scheduled
Jan 12 → Jan 23, 2026
8 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 23 → Jan 24, 2026
0 business days (counted)
Running total: 8 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Jan 24 → Jan 27, 2026
2 business days (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Jan 29, 2026
2 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Entered
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Entered
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 29 → Jan 31, 2026
1 business day (counted)
Running total: 11 of 4 biz days used
1d
▶ Clock Running
Status: Tech On Site
Jan 31 → Feb 2, 2026
1 business day (counted)
Running total: 12 of 4 biz days used
Created: Jan 12, 2026 Completed: Feb 2, 2026
Business Days Used 12 / 4
0 4d budget +8d over
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Jan 12 → Jan 12 Created ▶ Running 0 0 / 4
Jan 12 → Jan 12 Ready for Scheduling ▶ Running 0 0 / 4
Jan 12 → Jan 12 Assigned ▶ Running 0 0 / 4
Jan 12 → Jan 23 Scheduled ▶ Running 8 8 / 4
Jan 23 → Jan 24 Tech On Site ▶ Running 0 8 / 4
Jan 24 → Jan 27 Awaiting Parts ⏸ Paused 2 —
Jan 27 → Jan 29 Ready for Scheduling ▶ Running 2 10 / 4
Jan 29 → Jan 29 Scheduled ▶ Running 0 10 / 4
Jan 29 → Jan 29 Entered ▶ Running 0 10 / 4
Jan 29 → Jan 29 Assigned ▶ Running 0 10 / 4
Jan 29 → Jan 29 Scheduled ▶ Running 0 10 / 4
Jan 29 → Jan 29 Entered ▶ Running 0 10 / 4
Jan 29 → Jan 29 Assigned ▶ Running 0 10 / 4
Jan 29 → Jan 31 Scheduled ▶ Running 1 11 / 4
Jan 31 → Feb 2 Tech On Site ▶ Running 1 12 / 4
Dispatch 0.1d
Material Management 2.0d
Coordinators 13.3d
Field Work 1.8d
Billing 1.4d
✗ SLA Missed
Dispatch
0.1 days
Material Management
2.0 days
Coordinators
13.3 days
Over SLA
Field Work
1.8 days
Billing
1.4 days
Over SLA
Created: Jan 12, 2026 Due: Feb 4, 2026 Completed: Feb 2, 2026 (2 days early)
📅
15.0 days Total Age
⏱️
8.5d in Scheduled Longest Stage
🔄
20 transitions Status Changes
⚠️
9.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
18 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 Omar Serrano — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 23, 2026
Visit 2 Jan 30, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557699
Midmark Service Request Dispatch Authorization - WO-00145771
Closed
Zone 2 Dispatch Type Repair PROBLEM SUMMARY WD-scales timing out ADDITIONAL NOTES A chart was emailed to dispatch@emsar.com in a separate email to list where each unit is located within the facility. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Standard
Origin
Email
Reason
New Case
Contact
Faustino Mendez
Owner
Kimberly Hardison
Created
Jan 9, 2026
Work Orders from this Case (17)
WO-01337225 (current) Invoiced
Repair • Omar Serrano
Created: Jan 12, 2026 • Closed: Feb 2, 2026
WO-01337228 Invoiced
Repair • Omar Serrano
Created: Jan 12, 2026 • Closed: Feb 2, 2026
WO-01337231 Invoiced
Repair • Omar Serrano
Created: Jan 12, 2026 • Closed: Feb 2, 2026
WO-01337232 Invoiced
Repair • Omar Serrano
Created: Jan 12, 2026 • Closed: Feb 2, 2026
WO-01337234 Invoiced
Repair • Omar Serrano
Created: Jan 12, 2026 • Closed: Feb 2, 2026
WO-01337235 Invoiced
Repair • Omar Serrano
Created: Jan 12, 2026 • Closed: Feb 2, 2026
WO-01337236 Invoiced
Repair • Omar Serrano
Created: Jan 12, 2026 • Closed: Feb 2, 2026
WO-01337237 Invoiced
Repair • Omar Serrano
Created: Jan 12, 2026 • Closed: Feb 2, 2026
WO-01337238 Invoiced
Repair • Omar Serrano
Created: Jan 12, 2026 • Closed: Feb 2, 2026
WO-01339258 Canceled
Repair
Created: Jan 22, 2026
WO-01339264 Canceled
Repair
Created: Jan 22, 2026
WO-01339268 Canceled
Repair
Created: Jan 22, 2026
WO-01339270 Canceled
Repair
Created: Jan 22, 2026
WO-01339273 Canceled
Repair
Created: Jan 22, 2026
WO-01339277 Canceled
Repair
Created: Jan 22, 2026
WO-01339278 Canceled
Repair
Created: Jan 22, 2026
WO-01339281 Canceled
Repair
Created: Jan 22, 2026
Completed with minor delays
Invoiced • 51 days old
🚨
Primary Delay 8.5 days stuck in "Scheduled"
⏱️
Total Delay 9.1 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
2.7d / 1.0d SLA
Assigned
0.3d / 0.5d SLA
Scheduled
10.3d / 2.0d SLA
Tech On Site
1.7d / 1.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Completed
0.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
Invoiced
0.0d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/4/26 NSuarez asked Yecenia to delete invoice SM-252969

1-29 Mburris spoke w/ Faustino Mendez and set for 1-30 11am if not earlier

1-28 Mburris Lm on Vmail for POC 

01/28/2026 SRobinson- Due date updated to match tracking. Arrival 01/28. 1ZE444250170742828

1/28/26 SReich - Per the attached email from Midmark: Here is a quick update on tracking so we know when all the parts will arrive. I have updated the service company as well.

 

Tracking number: 1ZE444250170742828

Your shipment

1ZE444250170742828

Scheduled Delivery

Today, January 28 by 10:30 A.M.




01/27/2026 Emartin

Order No: 751243


Customer PO No: SR1518752


Customer: Midmark No Charge


Service Request NO: 1518752


  


Ship To Name: Kaiser Modesto Medical Center


Ship To Address: 4531 Dale Rd    


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


Waybill (Tracking #): 1ZE444250170742828


Carrier: UPS-Air-Next Day Air


  


The following items have shipped from Midmark Corporation on: 27-JAN-2026


  


LINE NO: 1.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD


LINE NO: 3.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD


LINE NO: 5.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD


LINE NO: 7.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD


LINE NO: 9.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD


LINE NO: 11.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD


LINE NO: 13.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD


LINE NO: 15.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD


LINE NO: 17.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD


LINE NO: 19.1 QTY: 1 ITEM: 002-10084-00 SERIAL #: DESCRIPTION: KIT, SCALE PC BOARD

1/23/26 ARios - Per Midmark tech support, they will ship out 9 Scale boards to the customer on Monday via overnight.

1/23 KHardison - I cancelled 8 child WOs per attached, revised, SRA. I updated description

1-12 Mburris email from POC Shari to set appt 1-23 10am parts on WO-01327490

1-12 Mburris email sent to POC to set appt

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

1/12 KHardison - Sent an email regarding WO due to time difference. I advised that a coordinator will call to schedule service.

🔧 Work Performed
Adjusted leveling feet so approximately two threads are visible above the top of the screw. Cleared any debris underneath the chair that could interfere with the load cells. Power-cycled the chair, but the scale continued to time out when checking weight. Contacted Midmark technical support and they advised the scale PC board (002-10084-00) has failed. Midmark will ship a replacement board to the customer. 1/30 (omar) Arrived on site but due to this being a new location had to call POC to meet me out front to allow me access to building. Once inside located room and table with scale issue, customer provided parts he had taken them out of box and ready to go for install. Removed power from table and removed covers in order to removed current Scale PCB. Installed new scale PCB and powered table back on ensuring to calibrate table. Once table calibrated moved on to calibrate scale ensuring to use 50 LB weights as per Midmark instructions. Confirmed scale no longer showing issues and no issues with table function. Unit returned to service and customer informed of repair. Next got new box and got old scale PCB and placed inside box, ensuring to drop off and ship part.
🔍 Technician Findings
Confirmed that the exam chair times out when attempting to operate the scale function.
⚠️ Problem Description
Zone 2 Revised - 1/22/26: Removed V2837384, V2836310, V2837966, V2837228, V2838676, V2836584, V2835747, and V2833271 from the dispatch. Upholstery issue was fixed onsite. We will need the EMSAR tech to install a side panel onto S/N V2838642. Revised - 1/21/26: Added SN V2835747, V2837384, V2836310, V2837966, V2837228, V2838676, V2836584, V2833271 to SR. Tech will need to take a 50 lb weight with them. Original Note - A chart was emailed to dispatch@emsar.com in a separate email to list where each unit is located within the facility. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you! Department Floor: 2 Exam Room #:2413 Serial #:V2834219 Zeroing timed out Pediatrics
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Jan 9, 3:16 PM
Case Number: 00557699
Subject: Midmark Service Request Dispatch Authorization - WO-00145771
Status: Closed
⏳ 2.0 business days
📋
Work Order Created Jan 12, 9:27 AM
Work Order: WO-01337225
Type: Repair
Priority: P4
📅
Status: Ready for Scheduling by Kimberly Hardison Jan 12, 10:00 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 33m
👷
▶
2 Technician Assigned Jan 12, 12:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 33m
🗓️
▶
2 Status: Scheduled Jan 12, 2:58 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-23T18:00:00.000+0000
⚠️ 9.0 business days
🔧
▶
2 Status: Tech On Site Jan 23, 1:13 PM
Status: Tech On Site → Travel Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 57
⏱️
2x Labor Added Jan 23, 8:32 PM
Type: Labor
Status: Open
Qty: 2, 0.75
📦
▶
2 Parts Requested Jan 23, 9:01 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Angel Rios
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 7h 47m
⏱️
2x Labor Added Jan 23, 11:48 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 57
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Erin Martin Jan 27, 4:18 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 19h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 29, 12:28 PM
Status: Scheduled → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Omar Serrano
📅
Dispatch Scheduled by Michael Burris Jan 29, 12:39 PM
Scheduled For: 2026-01-30T18:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Jan 29, 12:48 PM
Scheduled For: 2026-01-30T18:01:00.000+0000
🆕
▶
4 Status: Entered Jan 29, 12:58 PM
Status: Entered → Status: Scheduled → Status: Entered → Technician Assigned
🗓️
Status: Scheduled by Rhea Berry
From: Assigned
To: Scheduled
Duration in Previous: 0m
🆕
Status: Entered by Rhea Berry
From: Scheduled, Entered
To: Entered, Assigned
Duration in Previous: 2m, 0m
👷
Technician Assigned by Rhea Berry
Technician: Omar Serrano
🗓️
▶
2 Status: Scheduled Jan 29, 1:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-30T18:00:00.000+0000
💵
2x Expenses Added Jan 29, 2:47 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Omar Serrano Jan 30, 7:31 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 6h
⏳ 0.9 business days
⏱️
▶
2 10x Labor Added Feb 2, 2:47 AM
10x Labor Added → Status: Completed
✔️
Status: Completed by Omar Serrano
From: Tech On Site
To: Completed
Duration in Previous: 2d 7h
🏁
Status: Closed by Omar Serrano Feb 2, 3:45 AM
From: Completed
To: Closed
Duration in Previous: 56m
⏳ 2.0 business days
💵
Expenses Added Feb 3, 10:11 AM
Type: Expenses
Status: Open
Qty: 1
📄
Status: Ready to Bill by Nancy Suarez Feb 3, 4:39 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 12h
📨
▶
2 Status: Invoice Pending Feb 4, 12:07 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
📄
Status: Ready to Bill by Yecenia Campos Feb 4, 12:30 PM
From: Invoiced
To: Ready to Bill
Duration in Previous: 18m
📨
▶
2 Status: Invoice Pending Feb 4, 12:38 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
⏳ 4.0 business days
🧾
Invoice Created Feb 9, 10:34 AM
Invoice Number: SM-252973

Bottlenecks

Scheduled
Duration: 8.5 business days (threshold: 2.0 business days)
Exceeded by 6.5 business days
Ready for Scheduling
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours

🔗 Related Artifacts

📞
Case 00557699
Closed
📦
Parts Order 00089021
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Omar Serrano
Scheduled
Jan 30, 1:00 PM
Created
Jan 12, 9:27 AM
Invoice #
SM-252973

Work Details (18)

Name Type Status Qty Amount Date
WL-03076693 Travel Open 57 $110.00 Jan 23, 1:14 PM
WL-03077495 Labor Open 2 $0.00 Jan 23, 8:32 PM
WL-03077496 Labor Open 0.75 $110.00 Jan 23, 8:32 PM
WL-03077755 Labor Open 1.5 $0.00 Jan 23, 11:48 PM
WL-03077756 Travel Open 57 $0.00 Jan 23, 11:48 PM
WL-03083532 Expenses Open 1 $0.00 Jan 29, 2:47 PM
WL-03083533 Expenses Open 1 $0.00 Jan 29, 2:47 PM
WL-03087439 Labor Open 3.25 $0.00 Feb 2, 2:47 AM
WL-03087440 Labor Open 1.5 $0.00 Feb 2, 2:47 AM
WL-03087441 Labor Open 2.25 $0.00 Feb 2, 2:47 AM
WL-03087442 Labor Open 0.75 $82.50 Feb 2, 2:47 AM
WL-03087443 Travel Open 415 $110.00 Feb 2, 2:47 AM
WL-03087444 Expenses Open 1 $0.00 Feb 2, 2:47 AM
WL-03087445 Expenses Open 1 $0.00 Feb 2, 2:47 AM
WL-03087446 Expenses Open 1 $0.00 Feb 2, 2:47 AM
WL-03087447 Expenses Open 1 $0.00 Feb 2, 2:47 AM
WL-03087448 Expenses Open 1 $0.00 Feb 2, 2:47 AM
WL-03089215 Expenses Open 1 $0.00 Feb 3, 10:11 AM

Details