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WO-01298330 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva South Zarzamora — 100 S Zarzamora, San Antonio TX, 78207

Aug 19, 2025 → Feb 20, 2026

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (115 biz days late)
Active: 124 biz days
🕐 Clock stopped: Tech Off Site (Feb 20, 2026)
▶ Clock Running
Status: Created
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
15d
▶ Clock Running
Status: Assigned
Aug 19 → Sep 10, 2025
15 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Entered
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 15 of ? biz days used
11d
▶ Clock Running
Status: On Hold
Sep 10 → Sep 25, 2025
11 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 26 of ? biz days used
16d
▶ Clock Running
Status: Assigned
Sep 25 → Oct 20, 2025
16 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Entered
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 42 of ? biz days used
69d
▶ Clock Running
Status: On Hold
Oct 20 → Feb 2, 2026
69 business days (counted)
Running total: 111 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 2 → Feb 3, 2026
1 business day (counted)
Running total: 112 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 9, 2026
4 business days (counted)
Running total: 116 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 19, 2026
7 business days (counted)
Running total: 123 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 124 of ? biz days used
Created: Aug 19, 2025 Tech Off Site: Feb 20, 2026
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Aug 19 → Aug 19 Created ▶ Running 0 0
Aug 19 → Aug 19 Ready for Scheduling ▶ Running 0 0
Aug 19 → Sep 10 Assigned ▶ Running 15 15
Sep 10 → Sep 10 Entered ▶ Running 0 15
Sep 10 → Sep 25 On Hold ▶ Running 11 26
Sep 25 → Sep 25 Ready for Scheduling ▶ Running 0 26
Sep 25 → Oct 20 Assigned ▶ Running 16 42
Oct 20 → Oct 20 Entered ▶ Running 0 42
Oct 20 → Feb 2 On Hold ▶ Running 69 111
Feb 2 → Feb 3 Ready for Scheduling ▶ Running 1 112
Feb 3 → Feb 9 Assigned ▶ Running 4 116
Feb 9 → Feb 19 Scheduled ▶ Running 7 123
Feb 19 → Feb 20 Tech On Site ▶ Running 1 124
Dispatch 0.0d
Holding 82.0d (excluded)
Coordinators 47.2d
Field Work 1.6d
Billing 0.8d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
82.0 days
Coordinators
47.2 days
Over SLA
Field Work
1.6 days
Over SLA
Billing
0.8 days
Created: Aug 19, 2025 Due: Oct 31, 2025 Completed: Feb 20, 2026 (111 days late)
📅
124.6 days Total Age
⏱️
70.0d in On Hold Longest Stage
🔄
16 transitions Status Changes
⚠️
45.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00520067
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 80 https://www.ebiotrack.com/inspection.php?iid=29424 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Amy Garcia
Owner
John Rolston
Created
Aug 19, 2025
Work Orders from this Case (1)
WO-01298330 (current) Invoiced
Inspection • Arturo Diaz
Created: Aug 19, 2025 • Closed: Feb 20, 2026
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 70.0 days stuck in "On Hold"
⏱️
Total Delay 45.5 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
1.8d / 1.0d SLA
Assigned
37.7d / 0.5d SLA
On Hold
82.0d
Scheduled
7.8d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
4.4d / 1.0d SLA
WO Correction Needed
0.8d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes


2/22/26 RBerry- Updated serviced date to match work details.

2/9 KKelch scheduled per logged email from Ryan

2/9 KKelch sent an email for scheduling

2/3 KKelch sent an email for scheduling

02/02/2026 DNakoff - POC info updated for Ryan

10/20 KKelch placed on hold due to 3 failed attempts to contact

10/13 KKelch sent Ryan an email for scheduling

10/8 KKelch sent Ryan an email for scheduling

9/25 KKelch called Ryan to schedule for 10/27 between 9 and 11 am. Left VM, sent email. 

9/25 SBerry: POC updated, WO moved to RFS

9/10 KKelch placed on hold due to 3 failed attempts to contact

9/8 KKelch sent Amy an email for scheduling

9/2 KKelch sent Amy an email for scheduling

8/25 KKelch called Amy to schedule for 10/23 between 9 and 10 am. Call had busy signal, sent email.

🔧 Work Performed
- Inspected equipment found in every exam room - inspected equipment found in labs - inspected equipment found in nurse stations - inspected equipment found in hallways - inquired of staff where any other equipment might be found - confirmed with staff that all equipment that is in use has been inspected - informed staff if any equipment is later found, or pulled from storage, or received from another location, it will require a miscellaneous equipment inspection on a new work order
🔍 Technician Findings
Normal equipment conditions
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 80 https://www.ebiotrack.com/inspection.php?iid=29424 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Aug 19, 7:00 AM
Case Number: 00520067
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Aug 19, 9:13 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Aug 19, 10:00 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 46m
🚨 16.0 business days
🆕
Status: Entered by Kaitlyn Kelch Sep 10, 8:58 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 21d 22h, 0m
🚨 12.0 business days
📅
▶
3 Status: Ready for Scheduling Sep 25, 2:24 PM
Status: Ready for Scheduling → Status: Assigned → Technician Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h6e00000II91nAAD, Anthony Wirth
🚨 17.0 business days
🆕
Status: Entered by Kaitlyn Kelch Oct 20, 10:18 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 24d 19h, 0m
🚨 70.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Feb 2, 1:42 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 105d 4h
👷
▶
2 Technician Assigned Feb 3, 11:06 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21h 24m
👷
Technician Assigned by Kaitlyn Kelch Feb 3, 12:14 PM
Technician: Arturo Diaz
⚠️ 5.0 business days
📅
▶
2 Dispatch Scheduled Feb 9, 12:53 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 6d 1h
💵
2x Expenses Added Feb 9, 1:35 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 8.0 business days
🔧
Status: Tech On Site by Arturo Diaz Feb 19, 11:41 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 22h
⏱️
Labor Added Feb 19, 12:56 PM
Type: Labor
Status: Open
Qty: 3
🚗
▶
3 Status: Tech Off Site Feb 20, 12:01 AM
Status: Tech Off Site → 5x Labor Added → Status: Completed
⏱️
5x Labor Added
Type: Labor, Travel, Expenses
Status: Open
Qty: 5.5, 0.5, 150
✔️
Status: Completed by Arturo Diaz
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 4m, 0m
⏳ 3.0 business days
🔩
▶
2 2x Parts Added Feb 24, 9:38 AM
2x Parts Added → Status: WO Correction Needed
✏️
Status: WO Correction Needed by Diane Patton
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 9h
🏁
Status: Closed by Arturo Diaz Feb 24, 4:00 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6h 21m
📄
▶
2 Status: Ready to Bill Feb 25, 9:31 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 3.0 business days
🧾
Invoice Created Feb 27, 7:37 PM
Invoice Number: SM-254836

Bottlenecks

Assigned
Duration: 16.0 business days (threshold: 4.0 business hours)
Exceeded by 15.5 business days
Assigned
Duration: 16.7 business days (threshold: 4.0 business hours)
Exceeded by 16.2 business days
Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.3 business hours
Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 7.8 business days (threshold: 2.0 business days)
Exceeded by 5.8 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours

🔗 Related Artifacts

📞
Case 00520067
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Arturo Diaz
Scheduled
Feb 19, 10:00 AM
Created
Aug 19, 9:13 AM
Invoice #
SM-254836

Work Details (10)

Name Type Status Qty Amount Date
WL-03097738 Expenses Open 1 $0.00 Feb 9, 1:35 PM
WL-03097739 Expenses Open 1 $0.00 Feb 9, 1:35 PM
WL-03112056 Labor Open 3 $0.00 Feb 19, 12:56 PM
WL-03113368 Labor Open 5.5 $1,292.00 Feb 20, 12:04 AM
WL-03113369 Labor Open 0.5 $0.00 Feb 20, 12:04 AM
WL-03113370 Travel Open 150 - Feb 20, 12:04 AM
WL-03113371 Travel Open 5 - Feb 20, 12:04 AM
WL-03113372 Expenses Open 1 $0.00 Feb 20, 12:04 AM
WL-03117322 Parts Open 1 $297.00 Feb 24, 9:38 AM
WL-03117323 Expenses Open 1 $0.00 Feb 24, 9:38 AM

Details