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WO-01313476 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Beach Boulevard #2282 — 11240 Beach Blvd, Jacksonville FL, 32224

Nov 6, 2025 → Jan 20, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (33 biz days late)
Active: 47 biz days
🕐 Clock stopped: Completed (Jan 20, 2026)
▶ Clock Running
Status: Created
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Ready for Scheduling
Nov 6 → Nov 14, 2025
5 business days (counted)
Running total: 5 of ? biz days used
34d
▶ Clock Running
Status: Assigned
Nov 14 → Jan 7, 2026
34 business days (counted)
Running total: 39 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Jan 7 → Jan 20, 2026
8 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 47 of ? biz days used
Created: Nov 6, 2025 Completed: Jan 20, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 6 → Nov 6 Created ▶ Running 0 0
Nov 6 → Nov 14 Ready for Scheduling ▶ Running 5 5
Nov 14 → Jan 7 Assigned ▶ Running 34 39
Jan 7 → Jan 20 Scheduled ▶ Running 8 47
Jan 20 → Jan 20 Tech On Site ▶ Running 0 47
Dispatch 0.0d
Coordinators 49.4d
Field Work 0.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
49.4 days
Over SLA
Field Work
0.4 days
Created: Nov 6, 2025 Due: Jan 30, 2026 Completed: Jan 20, 2026 (10 days early)
📅
47.9 days Total Age
⏱️
34.7d in Assigned Longest Stage
🔄
6 transitions Status Changes
⚠️
47.7d 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 #00541540
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 85 pieces https://www.ebiotrack.com/inspection.php?iid=31051
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shanesta Brown
Owner
Sherry Reich
Created
Nov 6, 2025
Work Orders from this Case (1)
WO-01313476 (current) Invoiced
Inspection • Anthony Wright
Created: Nov 6, 2025 • Closed: Jan 20, 2026
Completed with significant delays
Invoiced • 118 days old
🚨
Primary Delay 34.7 days stuck in "Assigned"
⏱️
Total Delay 47.7 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
5.9d / 1.0d SLA
Assigned
34.7d / 0.5d SLA
Scheduled
8.8d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
2.8d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/7/26 AJinerson - Received call back from new POC Isa Del Rosario confirming tech visit for Tuesday, 1/20 with eta between 8am-10am. 

POC onsite: Isa Del Rosario

(904) 889-2683

email: irosa@convivasolutions.com 

Arrival instructions: None, just have tech check in at front as usual. 


Updated POC: 

Isa Del Rosario

(904) 889-2683

irosa@convivasolutions.com


1/6/26 AJinerson - Called site to schedule tech visit. Spoke with operator who transferred me to site, who informed me that Shanesta Brown is no longer with this location. Spoke with staff who took my contact info/number for new POC to call back and schedule service.


11/18/25 AJinerson - Per chatter w/ ASM, try and complete this in January to get back on original schedule for this inspection site.

11/14/25 AJinerson - Last Inspection serviced on 3/10/2025 per WO-01246305

🔧 Work Performed
1/20/25 AMW - Performed annual inspection on all medical equipment located. Total of 89 pieces of equipment inspected. ALL PASS. Notified POC Isa of inspection findings and completion.
🔍 Technician Findings
1/20/25 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 85 pieces https://www.ebiotrack.com/inspection.php?iid=31051

Timeline

📞
Case Linked Nov 6, 6:01 AM
Case Number: 00541540
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 6, 11:57 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
⚠️ 6.0 business days
👷
▶
2 Technician Assigned Nov 14, 1:04 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 8d 1h
🚨 35.0 business days
🗓️
▶
2 Status: Scheduled Jan 7, 12:45 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-01-20T13:00:00.000+0000
⚠️ 9.0 business days
🔧
▶
2 Status: Tech On Site Jan 20, 9:30 AM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.75
⏱️
2x Labor Added Jan 20, 11:29 AM
Type: Labor
Status: Open
Qty: 4, 0.25
✔️
Status: Completed by Anthony Wright Jan 20, 12:47 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 17m, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Diane Patton Jan 22, 10:32 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 21h, 0m
⏳ 3.0 business days
🧾
Invoice Created Jan 26, 11:36 AM
Invoice Number: SM-251866

Bottlenecks

Ready for Scheduling
Duration: 5.9 business days (threshold: 1.0 business days)
Exceeded by 4.9 business days
Assigned
Duration: 34.7 business days (threshold: 4.0 business hours)
Exceeded by 34.2 business days
Scheduled
Duration: 8.8 business days (threshold: 2.0 business days)
Exceeded by 6.8 business days
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

📞
Case 00541540
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Jan 20, 8:00 AM
Created
Nov 6, 11:57 AM
Invoice #
SM-251866

Work Details (5)

Name Type Status Qty Amount Date
WL-03071385 Labor Open 0.75 $0.00 Jan 20, 9:33 AM
WL-03071386 Travel Open 5 - Jan 20, 9:33 AM
WL-03071387 Travel Open 5 - Jan 20, 9:33 AM
WL-03071543 Labor Open 4 $1,589.50 Jan 20, 11:29 AM
WL-03071544 Labor Open 0.25 $0.00 Jan 20, 11:29 AM

Details