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WO-01304334 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva San Jose — 10991 San Jose Boulevard, Unit 100, Jacksonville FL, 32223

Sep 15, 2025 → Nov 10, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (27 biz days late)
Active: 39 biz days
🕐 Clock stopped: Completed (Nov 10, 2025)
▶ Clock Running
Status: Created
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
36d
▶ Clock Running
Status: On Hold
Sep 15 → Nov 5, 2025
36 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 36 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 10, 2025
3 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 39 of ? biz days used
Created: Sep 15, 2025 Completed: Nov 10, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 15 → Sep 15 Created ▶ Running 0 0
Sep 15 → Sep 15 Ready for Scheduling ▶ Running 0 0
Sep 15 → Nov 5 On Hold ▶ Running 36 36
Nov 5 → Nov 5 Ready for Scheduling ▶ Running 0 36
Nov 5 → Nov 5 Assigned ▶ Running 0 36
Nov 5 → Nov 10 Scheduled ▶ Running 3 39
Nov 10 → Nov 10 Tech On Site ▶ Running 0 39
Dispatch 0.0d
Holding 36.6d (excluded)
Coordinators 4.5d
Field Work 0.2d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
36.6 days
Coordinators
4.5 days
Over SLA
Field Work
0.2 days
Created: Sep 15, 2025 Due: Nov 26, 2025 Completed: Nov 10, 2025 (16 days early)
📅
40.0 days Total Age
⏱️
36.6d in On Hold Longest Stage
🔄
9 transitions Status Changes
⚠️
2.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527068
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 37 pieces https://www.ebiotrack.com/inspection.php?iid=30070
Priority
Standard
Origin
Email
Reason
New Case
Contact
EMSAR EMSAR
Owner
Leona Coonrod
Created
Sep 15, 2025
Work Orders from this Case (1)
WO-01304334 (current) Invoiced
Inspection • Anthony Wright
Created: Sep 15, 2025 • Closed: Nov 10, 2025
Completed with minor delays
Invoiced • 170 days old
🚨
Primary Delay 36.6 days stuck in "On Hold"
⏱️
Total Delay 2.8 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
0.5d / 1.0d SLA
On Hold
36.6d
Assigned
0.0d / 0.5d SLA
Scheduled
3.9d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.9d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/5/25 RCook- Due date should be end of month. Corrected due date.


11/5/25 AJinerson - POC Eric confirmed 11/10 via email logged.

11/5/25 AJinerson - Sent email to POC Eric confirming tech visit for Mon. 11/10 with eta between 10AM-12PM. Asking for any further arrival instructions as well.


11/5/25 AJinerson - Called site to schedule tech visit. Was transferred to site and spoke with Tangie who spoke with Eric. Per Eric:

We can schedule for any date and just send an email w/ the date/time to Eric. 

I let Tangie know we were looking to schedule for Mon. 11/10 between 10AM-12PM arrival. 


11/5/25 AJinerson - WO just released back into RFS on 11/5 with SLA of 11/13.


09/15/2025 LHill-escalating WO to account mgr. Phone number or contact is not on the WO.

🔧 Work Performed
11/10/25 AMW - Performed annual inspection on all medical equipment located. Total of 41 items inspected. ALL PASS. Notified POC of inspection findings and completion.
🔍 Technician Findings
11/10/25 AMW - Perform annual inspection on all medical equipment located. Notify POC of inspection findings and completion.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 37 pieces https://www.ebiotrack.com/inspection.php?iid=30070

Timeline

📞
Case Linked Sep 15, 7:00 AM
Case Number: 00527068
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 15, 11:37 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏸️
Status: On Hold by Laura Hill Sep 15, 3:06 PM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 3h 28m
🚨 37.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Nov 5, 10:51 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 50d 20h
👷
▶
2 Technician Assigned Nov 5, 11:45 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 54m
🗓️
▶
2 Status: Scheduled Nov 5, 11:52 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-11-10T15:30:00.000+0000, 2025-11-10T13:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Anthony Wright Nov 10, 10:19 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 22h
⏱️
3x Labor Added Nov 10, 11:28 AM
Type: Labor, Travel
Status: Open
Qty: 2.75, 149, 16
⏱️
▶
2 2x Labor Added Nov 10, 11:36 AM
2x Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wright
From: Tech On Site
To: Completed
Duration in Previous: 1h 19m
🏁
Status: Closed by Anthony Wright Nov 10, 11:42 AM
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Nov 12, 2:20 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 2d 2h, 0m
⏳ 3.0 business days
🧾
Invoice Created Nov 14, 5:47 PM
Invoice Number: SM-246332

Bottlenecks

Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.3 business hours

🔗 Related Artifacts

📞
Case 00527068
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Nov 10, 10:30 AM
Created
Sep 15, 11:37 AM
Invoice #
SM-246332

Work Details (5)

Name Type Status Qty Amount Date
WL-03001977 Labor Open 2.75 $0.00 Nov 10, 11:28 AM
WL-03001978 Travel Open 149 - Nov 10, 11:28 AM
WL-03001979 Travel Open 16 - Nov 10, 11:28 AM
WL-03001988 Labor Open 1.5 $1,292.00 Nov 10, 11:36 AM
WL-03001989 Labor Open 0.25 $0.00 Nov 10, 11:36 AM

Details