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WO-01324465 ↗ ServiceMax

Conviva Care Solutions (Humana) • Misc. Inspection • P5

📍 Conviva San Jose — 10991 San Jose Boulevard, Unit 100, Jacksonville FL, 32223

Dec 9, 2025 → Dec 17, 2025

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Dec 16, 2025
✗ SLA Missed (1 biz days late)
Active: 6 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Dec 17, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
1d
▶ Clock Running
Status: Assigned
Dec 9 → Dec 10, 2025
1 business day (counted)
Running total: 1 of 5 biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 10 → Dec 17, 2025
5 business days (counted)
Running total: 6 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 6 of 5 biz days used
Created: Dec 9, 2025 Completed: Dec 17, 2025
Business Days Used 6 / 5
0 5d budget +1d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 9 → Dec 9 Created ▶ Running 0 0 / 5
Dec 9 → Dec 9 Ready for Scheduling ▶ Running 0 0 / 5
Dec 9 → Dec 10 Assigned ▶ Running 1 1 / 5
Dec 10 → Dec 17 Scheduled ▶ Running 5 6 / 5
Dec 17 → Dec 17 Tech On Site ▶ Running 0 6 / 5
Dispatch 0.0d
Coordinators 8.2d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
8.2 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Dec 9, 2025 Due: Dec 16, 2025 Completed: Dec 17, 2025 (on time)
📅
7.0 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
6.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549313
Requesting repairs on a Phlebotomy chair
Closed
New Miscellaneous Equipment Inspection Phlebotomy chair needs inspected and added to inventory. https://www.ebiotrack.com/inspection.php?iid=31867 This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Eric Briscoe
Owner
Shelby Robinson
Created
Dec 5, 2025
Work Orders from this Case (1)
WO-01324465 (current) Invoiced
Misc. Inspection • Anthony Wright
Created: Dec 9, 2025 • Closed: Dec 17, 2025
Completed with minor delays
Invoiced • 85 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 6.7 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
1.0d / 1.0d SLA
Assigned
1.2d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/10/25 AJinerson - Email logged on WO-01324472. Received email back from POC Eric confirming tech visit on Weds. 12/17 with eta between 10:30am-12:30pm for both WOs.

Eric copied in the San Jose team in email as well.


12/9/25 AJinerson - Sending email as site closed at 5pm. Sent email to POC Eric logged on WO-01324472. Offering tech visit on Weds. 12/17 with arrival between 10:30am-12:30pm for both WOs:

WO-01324472

WO-01324465


12/9/25 AJinerson - Discussed with tech sup if we service phlebotomy chairs, confirmed to send tech on site for next avail. 12/17 (this is soonest tech is available to travel to Jacksonville as this is a 6 hour round trip).

🔧 Work Performed
12/17/25 AMW - Located chair and performed annual inspection. added equipment to inventory. Notified POC of inspection findings and completion.
🔍 Technician Findings
12/17/25 AMW - Locate chair and perform annual inspection. Add equipment into inventory. Notify POC of inspection findings and completion.
⚠️ Problem Description
New Miscellaneous Equipment Inspection Phlebotomy chair needs inspected and added to inventory. https://www.ebiotrack.com/inspection.php?iid=31867 This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Dec 5, 2:06 PM
Case Number: 00549313
Subject: Requesting repairs on a Phlebotomy chair
Status: Closed
⏳ 3.0 business days
📋
▶
2 Work Order Created Dec 9, 9:34 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Dec 9, 5:17 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7h 43m
🗓️
▶
3 Status: Scheduled Dec 10, 10:51 AM
Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-12-17T15:30:00.000+0000, 2025-12-17T13:00:00.000+0000, 2025-12-17T16:30:00.000+0000
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-12-17T18:00:00.000+0000, 2025-12-17T18:30:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Anthony Wright Dec 17, 10:36 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 23h
⏱️
▶
3 3x Labor Added Dec 17, 10:51 AM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Anthony Wright
From: Tech On Site
To: Completed
Duration in Previous: 15m
🏁
Status: Closed by Anthony Wright
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Dec 19, 2:49 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2m, 0m
🧾
Invoice Created Dec 19, 4:03 PM
Invoice Number: SM-249649

Bottlenecks

Assigned
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 5.7 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00549313
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Dec 17, 1:30 PM
Created
Dec 9, 9:34 AM
Invoice #
SM-249649

Work Details (3)

Name Type Status Qty Amount Date
WL-03040451 Labor Open 2.5 $297.50 Dec 17, 10:51 AM
WL-03040452 Labor Open 0.25 $29.75 Dec 17, 10:51 AM
WL-03040453 Travel Open 149 - Dec 17, 10:51 AM

Details