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WO-01312957 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Yulee #5156 — 463646 State Road 200, Suite 12, Yulee FL, 32097

Nov 4, 2025 → Dec 8, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (5 biz days late)
Active: 21 biz days
🕐 Clock stopped: Completed (Dec 8, 2025)
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 1 of ? biz days used
20d
▶ Clock Running
Status: Scheduled
Nov 5 → Dec 8, 2025
20 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 21 of ? biz days used
Created: Nov 4, 2025 Completed: Dec 8, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0
Nov 4 → Nov 5 Ready for Scheduling ▶ Running 1 1
Nov 5 → Nov 5 Assigned ▶ Running 0 1
Nov 5 → Dec 8 Scheduled ▶ Running 20 21
Dec 8 → Dec 8 Tech On Site ▶ Running 0 21
Dispatch 0.0d
Coordinators 22.7d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
22.7 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Nov 4, 2025 Due: Jan 30, 2026 Completed: Dec 8, 2025 (53 days early)
📅
21.9 days Total Age
⏱️
20.8d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
21.0d 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 #00540637
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 39 pieces https://www.ebiotrack.com/inspection.php?iid=31003
Priority
Standard
Origin
Email
Reason
New Case
Contact
Yvette Ortiz
Owner
Sherry Reich
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01312957 (current) Invoiced
Inspection • Anthony Wright
Created: Nov 4, 2025 • Closed: Dec 8, 2025
Completed with significant delays
Invoiced • 120 days old
🚨
Primary Delay 20.8 days stuck in "Scheduled"
⏱️
Total Delay 21.0 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
1.9d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
20.8d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/5/25 AJinerson - Called POC and spoke with Yvette and confirmed scheduling for Monday, 12/8 with arrival between 10AM-12PM. 

This was the best date for them as Yvette will be on PTO first week of Dec. 

POC on site:

Yvette Ortiz

904-510-4361

No further arrival instructions for tech.

🔧 Work Performed
12/8/25 AMW - Performed annual inspection on all medical equipment located. Total of 40 pieces of equipment inspected. ALL PASS. Notified POC of inspection findings and completion.
🔍 Technician Findings
12/8/25 AMW - Perform annual inspection on all medical equipment located. Notify POC of inspection findings and completion.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 39 pieces https://www.ebiotrack.com/inspection.php?iid=31003

Timeline

📞
Case Linked Nov 4, 6:00 AM
Case Number: 00540637
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 4, 12:04 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Nov 5, 12:10 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 0h
🗓️
▶
2 Status: Scheduled Nov 5, 12:18 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-12-08T16:00:00.000+0000, 2025-12-08T13:00:00.000+0000
🚨 21.0 business days
🔧
Status: Tech On Site by Anthony Wright Dec 8, 10:41 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 32d 22h
⏱️
3x Labor Added Dec 8, 10:52 AM
Type: Labor, Travel
Status: Open
Qty: 3, 186
⏱️
2x Labor Added Dec 8, 12:28 PM
Type: Labor
Status: Open
Qty: 2.5, 3
✔️
▶
2 Status: Completed Dec 8, 4:32 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Anthony Wright
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.9 business days
📄
Status: Ready to Bill by Diane Patton Dec 10, 1:15 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 20h
📨
Status: Invoice Pending by Diane Patton Dec 10, 1:22 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 6m, 0m
⏳ 4.0 business days
🧾
Invoice Created Dec 15, 12:42 PM
Invoice Number: SM-248682

Bottlenecks

Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.9 business hours
Scheduled
Duration: 20.8 business days (threshold: 2.0 business days)
Exceeded by 18.8 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00540637
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Dec 8, 11:00 AM
Created
Nov 4, 12:04 PM
Invoice #
SM-248682

Work Details (5)

Name Type Status Qty Amount Date
WL-03029974 Labor Open 3 $0.00 Dec 8, 10:52 AM
WL-03029975 Travel Open 186 - Dec 8, 10:52 AM
WL-03029976 Travel Open 186 - Dec 8, 10:52 AM
WL-03030056 Labor Open 2.5 $1,292.00 Dec 8, 12:28 PM
WL-03030057 Labor Open 3 $0.00 Dec 8, 12:28 PM

Details