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WO-01338712 ↗ ServiceMax

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

📍 Conviva Atlantic — 11900 Atlantic Blvd, Unit 1, Jacksonville FL, 32225

Jan 20, 2026 → Jan 21, 2026

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Jan 27, 2026
✓ SLA Met (4 biz days early)
Active: 1 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Jan 21, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Assigned
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of 5 biz days used
1d
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 21, 2026
1 business day (counted)
Running total: 1 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 1 of 5 biz days used
Created: Jan 20, 2026 Completed: Jan 21, 2026
Business Days Used 1 / 5
0 5d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 20 → Jan 20 Created ▶ Running 0 0 / 5
Jan 20 → Jan 20 Ready for Scheduling ▶ Running 0 0 / 5
Jan 20 → Jan 20 Assigned ▶ Running 0 0 / 5
Jan 20 → Jan 21 Scheduled ▶ Running 1 1 / 5
Jan 21 → Jan 21 Tech On Site ▶ Running 0 1 / 5
Dispatch 0.0d
Coordinators 1.5d
Field Work 0.0d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
1.5 days
Field Work
0.0 days
Billing
0.0 days
Created: Jan 20, 2026 Due: Jan 27, 2026 Completed: Jan 21, 2026 (6 days early)
📅
1.5 days Total Age
⏱️
3.0d in Closed Longest Stage
🔄
7 transitions Status Changes
⚠️
2.0d 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 #00560595
Closed
New Miscellaneous Equipment Inspection New AED machine needs inspected. https://www.ebiotrack.com/inspection.php?iid=32564
Priority
High
Origin
Phone
Reason
New Case
Contact
Michelle Allen-Welch
Owner
Shelby Robinson
Created
Jan 20, 2026
Work Orders from this Case (1)
WO-01338712 (current) Invoiced
Misc. Inspection • Anthony Wright
Created: Jan 20, 2026 • Closed: Jan 21, 2026
Completed with minor delays
Invoiced • 43 days old
🚨
Primary Delay 3.0 days stuck in "Closed"
⏱️
Total Delay 2.0 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
0.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
1.3d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/20/26 AJinerson - Called Nichelle and confirmed tech visit for tomorrow, 1/21 with eta between 8am-10am. 

POC onsite: Nichelle 

🔧 Work Performed
1/21/26 AMW - Located AED and performed incoming inspection. Equipment passed inspection. Notified POC of equipment status.
🔍 Technician Findings
1/21/26 AMW - Perform incoming inspection on AED. Add to inventory and notify POC of equipment status.
⚠️ Problem Description
New Miscellaneous Equipment Inspection New AED machine needs inspected. https://www.ebiotrack.com/inspection.php?iid=32564

Timeline

📞
▶
3 Case Linked Jan 20, 2:55 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01338712
Type: Misc. Inspection
Priority: P5
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
4 Status: Assigned Jan 20, 4:11 PM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Anthony Wright
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-01-21T13:00:00.000+0000
🔧
Status: Tech On Site by Anthony Wright Jan 21, 8:55 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 16h 43m
⏱️
▶
2 5x Labor Added Jan 21, 9:18 AM
5x Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wright
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 22m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Jan 23, 10:49 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Jan 26, 11:36 AM
Invoice Number: SM-252076

Bottlenecks

Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00560595
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Jan 21, 8:00 AM
Created
Jan 20, 2:58 PM
Invoice #
SM-252076

Work Details (5)

Name Type Status Qty Amount Date
WL-03073004 Labor Open 0.25 $29.75 Jan 21, 9:18 AM
WL-03073005 Labor Open 0.5 $59.50 Jan 21, 9:18 AM
WL-03073006 Labor Open 0.5 $59.50 Jan 21, 9:18 AM
WL-03073007 Travel Open 5 - Jan 21, 9:18 AM
WL-03073008 Travel Open 12 - Jan 21, 9:18 AM

Details