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WO-01309890 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Southside — 5718 Spohn Dr, #100, Corpus Christi TX, 78414

Oct 16, 2025 → Nov 4, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (2 biz days late)
Active: 14 biz days
🕐 Clock stopped: Completed (Nov 5, 2025)
▶ Clock Running
Status: Created
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Oct 16 → Oct 20, 2025
2 business days (counted)
Running total: 2 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Oct 20 → Nov 4, 2025
11 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 14 of ? biz days used
Created: Oct 16, 2025 Completed: Nov 5, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 16 → Oct 16 Created ▶ Running 0 0
Oct 16 → Oct 16 Ready for Scheduling ▶ Running 0 0
Oct 16 → Oct 20 Assigned ▶ Running 2 2
Oct 20 → Nov 4 Scheduled ▶ Running 11 13
Nov 4 → Nov 5 Tech On Site ▶ Running 1 14
Dispatch 0.0d
Coordinators 14.6d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
14.6 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Oct 16, 2025 Due: Nov 14, 2025 Completed: Nov 5, 2025 (9 days early)
📅
14.3 days Total Age
⏱️
11.5d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
14.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535980
eBiotrack - Automated New Inspection Created
Closed
Initial Annual Inspection Service This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. https://www.ebiotrack.com/inspection.php?iid=30702
Priority
Standard
Origin
Email
Reason
New Case
Contact
Josie Garza
Owner
Sherry Reich
Created
Oct 16, 2025
Work Orders from this Case (1)
WO-01309890 (current) Invoiced
Inspection • Anthony Wirth
Created: Oct 16, 2025 • Closed: Nov 4, 2025
Completed with significant delays
Invoiced • 140 days old
🚨
Primary Delay 11.5 days stuck in "Scheduled"
⏱️
Total Delay 14.0 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
0.1d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
11.5d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/20 KKelch scheduled per logged email from Josie

10/20 KKelch sent Josie an email for scheduling

🔧 Work Performed
Initial Annual Inspection Service
🔍 Technician Findings
Several units needed additional repair wo follow up.
⚠️ Problem Description
Initial Annual Inspection Service This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR. https://www.ebiotrack.com/inspection.php?iid=30702

Timeline

📞
Case Linked Oct 16, 1:00 AM
Case Number: 00535980
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Oct 16, 8:11 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Oct 16, 9:02 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 50m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 20, 3:44 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-04T15:00:00.000+0000
🚨 12.0 business days
🔧
Status: Tech On Site by Anthony Wirth Nov 4, 3:49 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 15d 1h
⏱️
▶
2 3x Labor Added Nov 4, 8:59 PM
3x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Nov 4, 9:06 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Anthony Wirth
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.4 business days
📄
▶
2 Status: Ready to Bill Nov 7, 9:33 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.0 business days
🧾
Invoice Created Nov 10, 4:31 PM
Invoice Number: SM-245980

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 11.5 business days (threshold: 2.0 business days)
Exceeded by 9.5 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00535980
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wirth
Scheduled
Nov 4, 10:00 AM
Created
Oct 16, 8:11 AM
Invoice #
SM-245980

Work Details (4)

Name Type Status Qty Amount Date
WL-02996472 Labor Open 5.5 $1,292.00 Nov 4, 8:59 PM
WL-02996473 Labor Open 4 $0.00 Nov 4, 8:59 PM
WL-02996474 Travel Open 194 - Nov 4, 8:59 PM
WL-02996478 Expenses Open 1 $0.00 Nov 4, 9:02 PM

Details