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WO-01306587 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Pinellas Park Medical Center Management — 7322 US Highway 19N, Pinellas Park FL, 33781

Sep 29, 2025 → Mar 3, 2026

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (101 biz days late)
Active: 103 biz days
🕐 Clock stopped: Tech Off Site (Mar 3, 2026)
▶ Clock Running
Status: Created
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
26d
▶ Clock Running
Status: Ready for Scheduling
Sep 29 → Nov 5, 2025
26 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 5 → Nov 14, 2025
6 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Entered
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 32 of ? biz days used
51d
▶ Clock Running
Status: On Hold
Nov 14 → Feb 2, 2026
51 business days (counted)
Running total: 83 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 2 → Feb 11, 2026
7 business days (counted)
Running total: 90 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 16, 2026
2 business days (counted)
Running total: 92 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 92 of ? biz days used
▶ Clock Running
Status: Entered
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 92 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 92 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 92 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Feb 16 → Mar 3, 2026
11 business days (counted)
Running total: 103 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 103 of ? biz days used
Created: Sep 29, 2025 Tech Off Site: Mar 3, 2026
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Sep 29 → Sep 29 Created ▶ Running 0 0
Sep 29 → Nov 5 Ready for Scheduling ▶ Running 26 26
Nov 5 → Nov 14 Assigned ▶ Running 6 32
Nov 14 → Nov 14 Entered ▶ Running 0 32
Nov 14 → Feb 2 On Hold ▶ Running 51 83
Feb 2 → Feb 11 Ready for Scheduling ▶ Running 7 90
Feb 11 → Feb 16 Assigned ▶ Running 2 92
Feb 16 → Feb 16 Scheduled ▶ Running 0 92
Feb 16 → Feb 16 Entered ▶ Running 0 92
Feb 16 → Feb 16 Ready for Scheduling ▶ Running 0 92
Feb 16 → Feb 16 Assigned ▶ Running 0 92
Feb 16 → Mar 3 Scheduled ▶ Running 11 103
Mar 3 → Mar 3 Tech On Site ▶ Running 0 103
Dispatch 0.0d
Holding 52.0d (excluded)
Coordinators 55.1d
Field Work 0.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
52.0 days
Coordinators
55.1 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Sep 29, 2025 Due: Nov 26, 2025 Completed: Mar 3, 2026 (96 days late)
📅
104.0 days Total Age
⏱️
52.0d in On Hold Longest Stage
🔄
11 transitions Status Changes
⚠️
51.6d 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 #00530973
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 34 pcs https://www.ebiotrack.com/inspection.php?iid=30336
Priority
Standard
Origin
Email
Reason
New Case
Contact
David Kohan
Owner
Jessica Sells
Created
Sep 28, 2025
Work Orders from this Case (1)
WO-01306587 (current) Invoiced
Inspection • Joseph Anderson
Created: Sep 29, 2025 • Closed: Mar 3, 2026
Completed with significant delays
Invoiced • 388 days old
🚨
Primary Delay 52.0 days stuck in "On Hold"
⏱️
Total Delay 51.6 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
34.6d / 1.0d SLA
Assigned
9.5d / 0.5d SLA
On Hold
52.0d
Scheduled
11.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
2.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16/26 AJinerson - Called updated POC Melissa Gussman to schedule tech visit. Number went to operator who transferred me to site. Spoke with Melissa and confirmed scheduling tech visit for

Tuesday, 3/3/26 with arrival between 10am-12pm.

(3/3, 3/4, or 3/5 works best for them). 

POC onsite: Melissa

Arrival instructions: None


02/02/2026 DNakoff - POC Updated


**CONFIRMED**

11/14/25 AJinerson - Clearing tech name and escalating to ASM due to no customer call/email back to schedule after multiple attempts.


11/12/25 AJinerson - Sent email to POC David offering tech visit on Monday, 11/24 with eta between 10:30AM-12:30PM.


11/12/25 AJinerson - Called site to follow up and schedule tech visit. No answer and no option for VM. Just kept playing recorded message. 


11/5/25 AJinerson - Called site to follow up and schedule tech visit. Was placed on hold for 4 mins with no answer. 


10/27/2025 LHill-Called 727-373-4401 for David Kohan. He wasn't available. Got transferred to Melissa Gussman.

Scheduling ahead needed: Yes 


Certain day or time: Prefers early mornings. M-F 8AM-5PM 


Confirmed contact information is correct: Yes 


Anything additional needed for tech to gain access to the facility: No

🔧 Work Performed
Inspected 38 pieces of equipment.
🔍 Technician Findings
Complete Annual Equipment Electrical Safety Test And Calibration Service.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 34 pcs https://www.ebiotrack.com/inspection.php?iid=30336

Timeline

📞
Case Linked Sep 28, 7:00 AM
Case Number: 00530973
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Sep 29, 10:27 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 27.0 business days
👷
▶
2 Technician Assigned Nov 5, 1:04 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 37d 3h
⚠️ 7.0 business days
🆕
Status: Entered by Abby Jinerson Nov 14, 11:18 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 8d 22h, 0m
🚨 52.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Feb 2, 2:17 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 80d 2h
⚠️ 8.0 business days
👷
▶
2 Technician Assigned Feb 11, 1:13 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 8d 22h
⏳ 3.0 business days
🗓️
▶
5 Status: Scheduled Feb 16, 3:45 PM
Status: Scheduled → Dispatch Scheduled → Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-03-03T15:30:00.000+0000
👷
Technician Assigned by Abby Jinerson
Technician: a0h8Y00000JzkCRQAZ, Joseph Anderson
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-03-03T15:30:00.000+0000, 2026-03-03T14:30:00.000+0000, 2026-03-03T15:00:00.000+0000
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 0m
🚨 11.0 business days
🔧
Status: Tech On Site by Joseph Anderson Mar 3, 11:48 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 20h
⏱️
▶
2 3x Labor Added Mar 3, 2:36 PM
3x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Joseph Anderson
From: Tech On Site, Tech Off Site, Completed
To: Tech Off Site, Completed, Closed
Duration in Previous: 2h 48m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Mar 5, 2:36 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 28.0 business days
🧾
Invoice Created Apr 13, 10:29 AM
Invoice Number: SM-255694

Bottlenecks

Ready for Scheduling
Duration: 27.0 business days (threshold: 1.0 business days)
Exceeded by 26.0 business days
Assigned
Duration: 6.7 business days (threshold: 4.0 business hours)
Exceeded by 6.2 business days
Ready for Scheduling
Duration: 7.6 business days (threshold: 1.0 business days)
Exceeded by 6.6 business days
Assigned
Duration: 2.7 business days (threshold: 4.0 business hours)
Exceeded by 2.2 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Closed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00530973
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Joseph Anderson
Scheduled
Mar 3, 10:00 AM
Created
Sep 29, 10:27 AM
Invoice #
SM-255694

Work Details (3)

Name Type Status Qty Amount Date
WL-03128013 Labor Open 2.4666666666667 $0.00 Mar 3, 2:36 PM
WL-03128014 Labor Open 2.9666666666667 $1,292.00 Mar 3, 2:36 PM
WL-03128015 Travel Open 119 - Mar 3, 2:36 PM

Details