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WO-01317359 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Little Havana #1759 — 1200 SW 1st Street, Miami FL, 33135

Nov 26, 2025 → Feb 6, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (46 biz days late)
Active: 47 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
▶ Clock Running
Status: Created
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
19d
▶ Clock Running
Status: Ready for Scheduling
Nov 26 → Dec 26, 2025
19 business days (counted)
Running total: 19 of ? biz days used
21d
▶ Clock Running
Status: Assigned
Dec 26 → Jan 28, 2026
21 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Entered
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 2, 2026
3 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 6, 2026
4 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 47 of ? biz days used
Created: Nov 26, 2025 Completed: Feb 6, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Nov 26 → Nov 26 Created ▶ Running 0 0
Nov 26 → Dec 26 Ready for Scheduling ▶ Running 19 19
Dec 26 → Jan 28 Assigned ▶ Running 21 40
Jan 28 → Jan 28 Scheduled ▶ Running 0 40
Jan 28 → Jan 28 Entered ▶ Running 0 40
Jan 28 → Jan 28 Assigned ▶ Running 0 40
Jan 28 → Feb 2 Scheduled ▶ Running 3 43
Feb 2 → Feb 2 Tech On Site ▶ Running 0 43
Feb 2 → Feb 6 Scheduled ▶ Running 4 47
Feb 6 → Feb 6 Tech On Site ▶ Running 0 47
Dispatch 0.0d
Coordinators 49.2d
Field Work 2.1d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
49.2 days
Over SLA
Field Work
2.1 days
Created: Nov 26, 2025 Due: Feb 27, 2026 Completed: Feb 7, 2026 (20 days early)
📅
47.8 days Total Age
⏱️
21.2d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
44.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
21 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Philip Krogstad — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 1, 2026
Visit 2 Feb 2, 2026
Visit 3 Feb 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546948
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 161 pcs https://www.ebiotrack.com/inspection.php?iid=31467
Priority
Standard
Origin
Email
Reason
New Case
Contact
Odalys Marosi
Owner
Jessica Sells
Created
Nov 26, 2025
Work Orders from this Case (1)
WO-01317359 (current) Invoiced
Inspection • Philip Krogstad
Created: Nov 26, 2025 • Closed: Feb 6, 2026
Completed with significant delays
Invoiced • 98 days old
🚨
Primary Delay 21.2 days stuck in "Assigned"
⏱️
Total Delay 44.7 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
19.8d / 1.0d SLA
Assigned
21.2d / 0.5d SLA
Scheduled
8.2d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/28/26 RBerry- Received confirmation from Enrique Cruz to schedule for 2/2/26 with an arrival time between 8-10AM. See logged email.


1/28/26 RBerry- Emailed Enrique Cruz to schedule for 2/2/26 with an arrival time between 8-10AM. Waiting for confirmation. See logged email. If no response by EOD 1/28/26 WO needs to be escalated to account manager. If confirmed for 2/2/26 WO will need to be reassigned to Phil Krogstad as he is assisting in this area next week


1/28/26 RBerry- LM with Enrique Cruz to discuss scheduling and confirm if he is the contact for this site. 


1/22/26 AJinerson - This location's inspection was last serviced in March 2025. This WO is showing it's due Jan. 2026.


1/22/26 AJinerson - Called Odalys Marosi who informed me she is no longer w/ Conviva. 


12/22/2025 LHill-Sent email to Odalys Marosi at omarosi@convivasolutions.com to confirm contact & equipment.


12/22/2025 LHill-LM at 305-720-6632 for Odalys Marosi to confirm contact & equipment.


12/19/2025 LHill-Sent email to Odalys Marosi at omarosi@convivasolutions.com to confirm contact & equipment.


12/19/2025 LHill-LM at 305-720-6632 for Odalys Marosi to confirm contact & equipment.

🔧 Work Performed
2/2/2026- Began annual performance inspection. Need to return Friday to finish inspection. 2/6/2026. Finished equipment inspection (182 pcs). Worked with staff to find all equipment. Site completed walk through. New items added to inspection.
🔍 Technician Findings
Check in with staff. Perform annual equipment inspection.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 161 pcs https://www.ebiotrack.com/inspection.php?iid=31467

Timeline

📞
Case Linked Nov 26, 6:00 AM
Case Number: 00546948
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 26, 12:32 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 20.0 business days
👷
▶
2 Technician Assigned Dec 26, 5:06 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 30d 4h
🚨 21.9 business days
📅
▶
6 Dispatch Scheduled Jan 28, 2:45 PM
Dispatch Scheduled → Status: Scheduled → Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Rhea Berry
From: Assigned, Scheduled
To: Scheduled, Entered
Duration in Previous: 32d 21h, 0m
👷
Technician Assigned by Rhea Berry
Technician: Philip Krogstad
👷
Status: Assigned by Rhea Berry
From: Entered
To: Assigned
Duration in Previous: 0m
🗓️
Status: Scheduled by Rhea Berry
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2026-02-02T14:00:00.000+0000
💵
3x Expenses Added Jan 28, 4:11 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
⏱️
2x Labor Added Feb 1, 8:43 PM
Type: Labor, Travel
Status: Open
Qty: 8, 1208
🔧
Status: Tech On Site by Philip Krogstad Feb 2, 8:10 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 17h
🗓️
Status: Scheduled by Matthew Bateman Feb 2, 1:52 PM
From: Tech On Site
To: Scheduled
Duration in Previous: 5h 41m
⏱️
5x Labor Added Feb 2, 6:51 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 0.5, 1
⏱️
2x Labor Added Feb 2, 10:22 PM
Type: Labor
Status: Open
Qty: 10, 0.5
⏳ 4.2 business days
🔧
Status: Tech On Site by Philip Krogstad Feb 6, 8:16 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 18h
⏱️
3x Labor Added Feb 6, 2:01 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 6
✔️
Status: Completed by Philip Krogstad Feb 6, 2:12 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 55m
💵
2x Expenses Added Feb 6, 4:21 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
4x Labor Added Feb 6, 11:48 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 9.25, 1215
🏁
Status: Closed by Philip Krogstad Feb 6, 11:57 PM
From: Completed
To: Closed
Duration in Previous: 9h 45m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Feb 10, 1:57 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-253501

Bottlenecks

Ready for Scheduling
Duration: 19.8 business days (threshold: 1.0 business days)
Exceeded by 18.8 business days
Assigned
Duration: 21.2 business days (threshold: 4.0 business hours)
Exceeded by 20.7 business days
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Scheduled
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00546948
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Philip Krogstad
Scheduled
Feb 2, 9:00 AM
Created
Nov 26, 12:32 PM
Invoice #
SM-253501

Work Details (21)

Name Type Status Qty Amount Date
WL-03082090 Expenses Open 1 $0.00 Jan 28, 4:11 PM
WL-03082091 Expenses Open 1 $0.00 Jan 28, 4:11 PM
WL-03082092 Expenses Open 1 $0.00 Jan 28, 4:11 PM
WL-03087272 Labor Open 8 $0.00 Feb 1, 8:43 PM
WL-03087273 Travel Open 1208 - Feb 1, 8:43 PM
WL-03088644 Labor Open 0.5 $0.00 Feb 2, 6:51 PM
WL-03088647 Travel Open 5 - Feb 2, 6:51 PM
WL-03088648 Travel Open 5 - Feb 2, 6:51 PM
WL-03088649 Expenses Open 1 $0.00 Feb 2, 6:51 PM
WL-03088650 Expenses Open 1 $0.00 Feb 2, 6:51 PM
WL-03088927 Labor Open 10 $0.00 Feb 2, 10:22 PM
WL-03088928 Labor Open 0.5 $0.00 Feb 2, 10:22 PM
WL-03095449 Labor Open 0.5 $0.00 Feb 6, 2:01 PM
WL-03095450 Labor Open 6 $3,565.75 Feb 6, 2:01 PM
WL-03095451 Travel Open 5 - Feb 6, 2:01 PM
WL-03095762 Expenses Open 1 $0.00 Feb 6, 4:21 PM
WL-03095763 Expenses Open 1 $0.00 Feb 6, 4:21 PM
WL-03096439 Labor Open 9.25 $0.00 Feb 6, 11:48 PM
WL-03096440 Travel Open 1215 - Feb 6, 11:48 PM
WL-03096441 Expenses Open 1 $0.00 Feb 6, 11:48 PM
WL-03096442 Expenses Open 1 $0.00 Feb 6, 11:48 PM

Details