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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351468 ↗ ServiceMax

MIDMARK • Repair • P4

📍 Imperial Beach Community Clinic — 949 Palm Ave, Imperial Beach CA, 91932-1503

Feb 12, 2026 → Feb 19, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 19, 2026
✓ SLA Met
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 17, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech Off Site
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Completed
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
Created: Feb 12, 2026 Completed: Feb 19, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0 / 4
Feb 12 → Feb 13 Ready for Scheduling ▶ Running 1 1 / 4
Feb 13 → Feb 13 Assigned ▶ Running 0 1 / 4
Feb 13 → Feb 17 Scheduled ▶ Running 1 2 / 4
Feb 17 → Feb 18 Tech On Site ▶ Running 1 3 / 4
Feb 18 → Feb 18 Tech Off Site ▶ Running 0 3 / 4
Feb 18 → Feb 18 Completed ▶ Running 0 3 / 4
Feb 18 → Feb 19 Assigned ▶ Running 1 4 / 4
Dispatch 0.0d
Coordinators 4.4d
Field Work 1.6d
Billing 1.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.4 days
Over SLA
Field Work
1.6 days
Over SLA
Billing
1.0 days
Created: Feb 12, 2026 Due: Feb 23, 2026 Completed: Feb 19, 2026 (4 days early)
📅
4.2 days Total Age
⏱️
2.0d in Closed Longest Stage
🔄
9 transitions Status Changes
⚠️
3.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568049
Repair
Closed
Zone 3 WD No back function and making a noise Parts shipping via UPS Next Day Air. Service needed ASAP. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
Priority
Critical
Origin
Web
Reason
New Case
Contact
Jessica Cabrera
Owner
Jessica Sells
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351468 (current) Invoiced
Repair • Kwame Cobb
Created: Feb 12, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 20 days old
🚨
Primary Delay 2.0 days stuck in "Closed"
⏱️
Total Delay 3.1 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
1.2d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
1.2d / 2.0d SLA
Tech On Site
1.6d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/17/2026jsells

UPS Exception Notification, Tracking Number 1ZE444250171622652

The status of your package has changed.

Scheduled DeliveryToday, February 17 by 10:30 A.M


2/16 KHardison: No ETA. Updated due date.

Ship To Name: Imperial Beach Community Clinic Ship To Address: 949 Palm Ave Ship To City/State: Imperial Beach, CA 91932-1503 Waybill (Tracking #): 1ZE444250171622652 Carrier: UPS-Air-Next Day Air LINE NO: 1.1 QTY: 1 ITEM: 015-3608-00 SERIAL #: DESCRIPTION: HARNESS ASSY 626 NO SCALE, NO UPH LINE NO: 2.1 QTY: 1 ITEM: 015-1055-00 SERIAL #: DESCRIPTION: SWITCH

2/16/2026jsells

UPS Exception Notification, Tracking Number 1ZE444250172376506

The status of your package has changed.


Exception Reason: Delivery has been rescheduled to the next business day due to holiday closures.


Exception Resolution: Your delivery has been rescheduled for the next business day.

2/16/2026jsells

UPS Exception Notification, Tracking Number 1ZE444250171444694

The status of your package has changed.

Exception Reason: Delivery has been rescheduled to the next business day due to holiday closures.

Exception Resolution: Your delivery has been rescheduled for the next business day

2/16/2026jsells

Hello, EMSAR,

We are shipping additional parts for this dispatch on Sales Order 755772 via UPS Next Day Air. The order is scheduled to ship today, and tracking information will be emailed to EMSAR once the shipment has gone out. If the order is not delivered by tomorrow, the service appointment will need to be rescheduled.

2-13 Mburris email sent to POC

Monday, February 16, 2026 by 10:30 AM

Label Created

ups package #1ZE444250171444694

2/13/2026jsells

Ship To Name: Imperial Beach Community Clinic Ship To Address: 949 Palm Ave Ship To City/State: Imperial Beach, CA 91932-1503 Waybill (Tracking #): 1ZE444250171444694 Carrier: UPS-Air-Next Day Air The following items have shipped from Midmark Corporation on: 13-FEB-2026 LINE NO: 1.1 QTY: 1 ITEM: 002-10065-01 SERIAL #: DESCRIPTION: KIT, MIDMARK BACK ACTUATOR ASS'Y LINE NO: 2.1 QTY: 1 ITEM: 002-10094-01 SERIAL #: DESCRIPTION: KIT, MIDMARK BASE ACTUATOR MOTOR LINE NO: 3.1 QTY: 1 ITEM: 002-10083-02 SERIAL #: DESCRIPTION: KIT, 626 MAIN PC BOARD


2/12/2026jsells

spoke with Jessica and I gave her the work order number and let her know that someone would be calling her to schedule

🔧 Work Performed
Replaced back actuator.
🔍 Technician Findings
As found: Unit in exam room. Back rest not functioning.
⚠️ Problem Description
Zone 3 WD No back function and making a noise Parts shipping via UPS Next Day Air. Service needed ASAP. For assistance, troubleshooting, or parts identification, contact Medical Tech Service at 844-856-1230. Thank you!
📄 Description
Midmark 626 (Series) (-001 thru -006) Barrier-Free Exam Chair

Timeline

📞
Case Linked Feb 12, 4:14 PM
Case Number: 00568049
Subject: Repair
Status: Closed
📋
▶
2 Work Order Created Feb 12, 5:08 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 4m
👷
▶
2 Technician Assigned Feb 13, 4:14 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23h 1m
🗓️
▶
2 Status: Scheduled Feb 13, 5:36 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-17T18:00:00.000+0000
⏳ 1.8 business days
🔧
Status: Tech On Site by Kwame Cobb Feb 17, 2:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 20h
🚗
▶
2 Status: Tech Off Site Feb 18, 12:38 PM
Status: Tech Off Site → Status: Completed
✔️
Status: Completed by Nicholas Willick
From: Tech Off Site, Completed
To: Completed, Assigned
Duration in Previous: 4m, 0m
🔩
Parts Added Feb 18, 12:46 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 6x Labor Added Feb 19, 10:26 AM
6x Labor Added → Status: Completed
✔️
Status: Completed by Kwame Cobb
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 21h 43m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Nancy Suarez Feb 20, 8:05 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 9h
⏳ 1.5 business days
📨
▶
2 Status: Invoice Pending Feb 23, 6:31 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254718

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Tech On Site
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.8 business hours
Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00568049
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kwame Cobb
Scheduled
Feb 17, 1:00 PM
Created
Feb 12, 5:08 PM
Invoice #
SM-254718

Work Details (7)

Name Type Status Qty Amount Date
WL-03110331 Parts Open 1 $0.00 Feb 18, 12:46 PM
WL-03111793 Labor Open 1 $0.00 Feb 19, 10:26 AM
WL-03111794 Labor Open 5.5 $605.00 Feb 19, 10:26 AM
WL-03111795 Labor Open 1.5 $0.00 Feb 19, 10:26 AM
WL-03111796 Travel Open 50 $0.00 Feb 19, 10:26 AM
WL-03111797 Travel Open 75 $230.00 Feb 19, 10:26 AM
WL-03111798 Expenses Open 1 $0.00 Feb 19, 10:26 AM

Details