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WO-01313745 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Orange Park #5061 — 20 Blanding Blvd, Orange Park FL, 32073

Nov 7, 2025 → Jan 22, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (35 biz days late)
Active: 48 biz days
🕐 Clock stopped: Completed (Jan 22, 2026)
▶ Clock Running
Status: Created
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Ready for Scheduling
Nov 7 → Nov 14, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 14 → Nov 18, 2025
2 business days (counted)
Running total: 6 of ? biz days used
35d
▶ Clock Running
Status: Scheduled
Nov 18 → Jan 12, 2026
35 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Reschedule
Jan 12 → Jan 13, 2026
1 business day (counted)
Running total: 42 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Jan 13 → Jan 22, 2026
6 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 48 of ? biz days used
Created: Nov 7, 2025 Completed: Jan 22, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 7 → Nov 7 Created ▶ Running 0 0
Nov 7 → Nov 14 Ready for Scheduling ▶ Running 4 4
Nov 14 → Nov 18 Assigned ▶ Running 2 6
Nov 18 → Jan 12 Scheduled ▶ Running 35 41
Jan 12 → Jan 13 Reschedule ▶ Running 1 42
Jan 13 → Jan 22 Scheduled ▶ Running 6 48
Jan 22 → Jan 22 Tech On Site ▶ Running 0 48
Dispatch 0.0d
Coordinators 51.1d
Field Work 0.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
51.1 days
Over SLA
Field Work
0.5 days
Billing
0.0 days
Created: Nov 7, 2025 Due: Jan 30, 2026 Completed: Jan 22, 2026 (8 days early)
📅
48.5 days Total Age
⏱️
35.3d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
45.3d 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 #00541978
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 58 pieces https://www.ebiotrack.com/inspection.php?iid=31101
Priority
Standard
Origin
Email
Reason
New Case
Contact
Julie Marshall
Owner
Sherry Reich
Created
Nov 7, 2025
Work Orders from this Case (1)
WO-01313745 (current) Invoiced
Inspection • Anthony Wright
Created: Nov 7, 2025 • Closed: Jan 22, 2026
Completed with significant delays
Invoiced • 117 days old
🚨
Primary Delay 35.3 days stuck in "Scheduled"
⏱️
Total Delay 45.3 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
4.5d / 1.0d SLA
Assigned
2.7d / 0.5d SLA
Scheduled
42.3d / 2.0d SLA
Reschedule
1.6d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/13/2025 LHill-rec'd call from Julie Marshall. The 15th will not work because she has a huge meeting that day. she confirmed 01/22 would work for them with tech arriving between 10-11.


01/12/2026 LHill-Called 904-446-0615 for Julie Marshall. need to reschdule visit for inspection. Had to leave a voicemail.


11/18/25 AJinerson - Received call back from POC Julie. They want to schedule specifically for Wednesday, Jan. 14, 2026. 

Confirmed 1/14/2026 with eta between 10AM-12PM arrival. 

POC onsite: Julie Marshall or Crystal Lopez

Arrival instructions: None/no specific requirements needed for tech visit. 


11/14/25 AJinerson - Called Julie and left VM regarding scheduling service. 

🔧 Work Performed
1/22/26 AMW - Performed annual inspection on all medical equipment located. Total of 61 pieces of equipment inspected. ALL PASS. Notified POC of inspection findings and completion.
🔍 Technician Findings
1/22/26 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 58 pieces https://www.ebiotrack.com/inspection.php?iid=31101

Timeline

📞
Case Linked Nov 7, 6:00 AM
Case Number: 00541978
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
Work Order Created Nov 7, 2:51 PM
Work Order: WO-01313745
Type: Inspection
Priority: PSM
📅
Status: Ready for Scheduling by Sherry Reich Nov 7, 2:57 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 6m
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Nov 14, 1:07 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6d 22h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 18, 4:15 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2026-01-14T15:00:00.000+0000, 2026-01-14T13:00:00.000+0000, 2026-01-14T19:00:00.000+0000
🚨 36.0 business days
🔄
Status: Reschedule by Laura Hill Jan 12, 1:54 PM
From: Scheduled
To: Reschedule
Duration in Previous: 54d 21h
📅
▶
2 Dispatch Scheduled Jan 13, 11:40 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Laura Hill
From: Reschedule
To: Scheduled
Duration in Previous: 21h 46m
⏳ 4.0 business days
📅
Dispatch Scheduled by Abby Jinerson Jan 16, 3:57 PM
Scheduled For: 2026-01-22T16:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Anthony Wright Jan 22, 12:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 0h
⏱️
5x Labor Added Jan 22, 1:19 PM
Type: Labor, Travel
Status: Open
Qty: 1, 2, 75, 158
✔️
▶
2 Status: Completed Jan 22, 4:24 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Anthony Wright
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.9 business days
📄
▶
3 Status: Ready to Bill Jan 26, 11:55 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-252203

Bottlenecks

Ready for Scheduling
Duration: 4.5 business days (threshold: 1.0 business days)
Exceeded by 3.5 business days
Assigned
Duration: 2.7 business days (threshold: 4.0 business hours)
Exceeded by 2.2 business days
Scheduled
Duration: 35.3 business days (threshold: 2.0 business days)
Exceeded by 33.3 business days
Scheduled
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00541978
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Jan 22, 11:00 AM
Created
Nov 7, 2:51 PM
Invoice #
SM-252203

Work Details (5)

Name Type Status Qty Amount Date
WL-03075068 Labor Open 1 $0.00 Jan 22, 1:19 PM
WL-03075069 Labor Open 2 $1,292.00 Jan 22, 1:19 PM
WL-03075070 Labor Open 2 $0.00 Jan 22, 1:19 PM
WL-03075071 Travel Open 75 - Jan 22, 1:19 PM
WL-03075072 Travel Open 158 - Jan 22, 1:19 PM

Details