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WO-01337444 ↗ ServiceMax

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

📍 CC Hanley 6994 — 6710A Hanley Rd, Tampa FL, 33634

Jan 13, 2026 → Jan 21, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Jan 21, 2026
✗ SLA Missed
Active: 5 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Jan 21, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
2d
▶ Clock Running
Status: Assigned
Jan 13 → Jan 15, 2026
2 business days (counted)
Running total: 2 of 5 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 15 → Jan 21, 2026
3 business days (counted)
Running total: 5 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 5 of 5 biz days used
Created: Jan 13, 2026 Completed: Jan 21, 2026
Business Days Used 5 / 5
0 5d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 13 → Jan 13 Created ▶ Running 0 0 / 5
Jan 13 → Jan 13 Ready for Scheduling ▶ Running 0 0 / 5
Jan 13 → Jan 15 Assigned ▶ Running 2 2 / 5
Jan 15 → Jan 21 Scheduled ▶ Running 3 5 / 5
Jan 21 → Jan 21 Tech On Site ▶ Running 0 5 / 5
Dispatch 0.0d
Coordinators 6.5d
Field Work 0.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
6.5 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Jan 13, 2026 Due: Jan 20, 2026 Completed: Jan 22, 2026 (1 days late)
📅
6.2 days Total Age
⏱️
3.3d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
4.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557913
(2) 01/12/26 Inspection request.
Closed
We have received some thermometers that need inspection. 10 Thermometers https://www.ebiotrack.com/inspection.php?iid=32443
Priority
Standard
Origin
Email
Reason
New Case
Contact
Claribel Diaz Lasanta
Owner
Erin Martin
Created
Jan 12, 2026
Work Orders from this Case (1)
WO-01337444 (current) Invoiced
Misc. Inspection • Joseph Anderson
Created: Jan 13, 2026 • Closed: Jan 21, 2026
Completed with minor delays
Invoiced • 50 days old
🚨
Primary Delay 3.3 days stuck in "Scheduled"
⏱️
Total Delay 4.7 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
0.3d / 1.0d SLA
Assigned
2.9d / 0.5d SLA
Scheduled
3.3d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/15/26 AJinerson - Called additional site number 813-284-7903 to follow up and schedule service. 

Confirmed with Claribel they need this ASAP. Soonest avail we have is Weds. afternoon, 1/21. Confirmed tech visit for 2nd stop (between 3pm-4pm arrival). 

POC onsite: Claribel Diaz 

Correct phone number: Mobile: 656-256-2533

Arrival instructions: They have 2 additional units needing inspection, urine analyzer, and a different machine on top of their thermometers.


Updated POC: 

Claribel Diaz 

Mobile: 656-256-2533

cdiazlasanta@convivasolutions.com


1/14/26 AJinerson - Sent email to Claribel asking if we could add to service visit on Monday, 1/26 and asking for site's hours of operation to proceed accordingly.

1/14/26 AJinerson - Tried calling customer again, still says subscriber unavailable. 

1/13/26 AJinerson - Discussed in scheduling call, tech is already scheduled to be in this same building for annual inspection service on WO-01314363.

Check to see with customer if we could add to same service visit, since this is a 4-6 hour round trip for tech to make.

1/13/26 AJinerson - Called customer to schedule and received message: subscriber you have dialed is not in service. 

🔧 Work Performed
Inspected 10 brand new pieces of equipment and checked/resolved issue they were having with urine analyzer.
🔍 Technician Findings
Complete Misc. Equipment Electrical Safety Test And Calibration Service.
⚠️ Problem Description
We have received some thermometers that need inspection. 10 Thermometers https://www.ebiotrack.com/inspection.php?iid=32443

Timeline

📞
Case Linked Jan 12, 8:21 AM
Case Number: 00557913
Subject: (2) 01/12/26 Inspection request.
Status: Closed
⏳ 2.0 business days
📋
▶
2 Work Order Created Jan 13, 9:10 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Erin Martin
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Jan 13, 11:30 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Joseph Anderson
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 15, 4:49 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-01-21T20:00:00.000+0000
⏳ 3.9 business days
🔧
Status: Tech On Site by Joseph Anderson Jan 21, 2:17 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
⏱️
▶
2 5x Labor Added Jan 21, 3:39 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Joseph Anderson
From: Tech On Site
To: Completed
Duration in Previous: 1h 22m
⏱️
▶
2 Labor Added Jan 21, 8:48 PM
Labor Added → Status: Closed
🏁
Status: Closed by Joseph Anderson
From: Completed
To: Closed
Duration in Previous: 5h 8m
⏳ 2.4 business days
📄
▶
2 Status: Ready to Bill Jan 23, 5:43 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 1.8 business days
🧾
Invoice Created Jan 26, 9:39 AM
Invoice Number: SM-252169

Bottlenecks

Assigned
Duration: 2.9 business days (threshold: 4.0 business hours)
Exceeded by 2.4 business days
Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00557913
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
Edge
Technician
Joseph Anderson
Scheduled
Jan 21, 3:00 PM
Created
Jan 13, 9:10 AM
Invoice #
SM-252169

Work Details (6)

Name Type Status Qty Amount Date
WL-03073712 Labor Open 0.78333 $0.00 Jan 21, 3:39 PM
WL-03073713 Labor Open 1.45 $178.50 Jan 21, 3:39 PM
WL-03073714 Travel Open 23 - Jan 21, 3:39 PM
WL-03073715 Travel Open 13 - Jan 21, 3:39 PM
WL-03073716 Expenses Open 1 $0.00 Jan 21, 3:39 PM
WL-03074323 Labor Open 1 $119.00 Jan 21, 8:48 PM

Details