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WO-01312930 ↗ ServiceMax

Conviva Care Solutions (Humana) • Virtual Tech - Drop Shipment • PSM

📍 Conviva - Amicus Pompano South 6127 — 135 S. Pompano Parkway, Pompano Beach FL, 33069

Nov 4, 2025 → Mar 17, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (25 biz days late)
Active: 41 biz days
Paused: 47 biz days
🕐 Clock stopped: Invoiced (Mar 17, 2026)
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸47d
⏸ Clock Paused
Status: Awaiting Parts
Nov 4 → Jan 15, 2026
47 business days (not counted)
▶ Clock Running
Status: Entered
Jan 15 → Jan 16, 2026
1 business day (counted)
Running total: 1 of ? biz days used
38d
▶ Clock Running
Status: Assigned
Jan 16 → Mar 13, 2026
38 business days (counted)
Running total: 39 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 13 → Mar 13, 2026
0 business days (not counted)
▶ Clock Running
Status: L2 Review
Mar 13 → Mar 17, 2026
2 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Completed
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Closed
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 41 of ? biz days used
Created: Nov 4, 2025 Invoiced: Mar 17, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0
Nov 4 → Jan 15 Awaiting Parts ⏸ Paused 47 —
Jan 15 → Jan 16 Entered ▶ Running 1 1
Jan 16 → Mar 13 Assigned ▶ Running 38 39
Mar 13 → Mar 13 Awaiting Parts ⏸ Paused 0 —
Mar 13 → Mar 17 L2 Review ▶ Running 2 41
Mar 17 → Mar 17 Completed ▶ Running 0 41
Mar 17 → Mar 17 Closed ▶ Running 0 41
Mar 17 → Mar 17 Assigned ▶ Running 0 41
Dispatch 1.9d
Material Management 48.0d
Coordinators 38.7d
✗ SLA Missed
Dispatch
1.9 days
Over SLA
Material Management
48.0 days
Over SLA
Coordinators
38.7 days
Over SLA
Created: Nov 4, 2025 Due: Feb 16, 2026 Completed: Mar 17, 2026 (28 days late)
📅
89.0 days Total Age
⏱️
48.0d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
86.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540467
HCP L2 Review
Closed
Manufacturer: Welch Allyn Model #: Spot Vital Sign LXI Serial #: 20140808315 We have one of our BP machines and will not power on and it gives an error.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Isabelle Russo
Owner
Virtual Tech
Created
Nov 3, 2025
Work Orders from this Case (1)
WO-01312930 (current) Invoiced
Virtual Tech - Drop Shipment • Customer Part Sale
Created: Nov 4, 2025 • Closed: Mar 17, 2026
Completed with significant delays
Invoiced • 283 days old
🚨
Primary Delay 48.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 86.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.9d / 0.5d SLA
Awaiting Parts
48.0d / 3.0d SLA
Assigned
38.7d / 0.5d SLA
L2 Review
3.0d
Closed
3.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
researched parts needed, ordered and shipped to site
🔍 Technician Findings
researched parts needed, ordered and shipped to site
⚠️ Problem Description
Manufacturer: Welch Allyn Model #: Spot Vital Sign LXI Serial #: 20140808315 We have one of our BP machines and will not power on and it gives an error. https://www.ebiotrack.com/workorder.php?wo=69453

Timeline

📞
Case Linked Nov 3, 2:21 PM
Case Number: 00540467
Subject: HCP L2 Review
Status: Closed
📋
▶
3 Work Order Created Nov 4, 11:17 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00084705
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 48.0 business days
🆕
Status: Entered by Sherry Reich Jan 15, 12:11 PM
From: Awaiting Parts
To: Entered
Duration in Previous: 72d 0h
⏳ 2.0 business days
👷
▶
3 Technician Assigned Jan 16, 1:44 PM
Technician Assigned → Status: Assigned → 2x Parts Added
👷
Status: Assigned by Sherry Reich
From: Entered
To: Assigned
Duration in Previous: 1d 1h
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
🚨 39.0 business days
📦
Status: Awaiting Parts by Rhonnie Reeves Mar 13, 8:41 AM
From: Assigned, Awaiting Parts
To: Awaiting Parts, L2 Review
Duration in Previous: 55d 17h, 0m
⏳ 3.0 business days
✔️
Status: Completed by Wendy Argueta Mar 17, 11:03 AM
From: L2 Review, Completed
To: Completed, Closed
Duration in Previous: 4d 2h, 0m
👷
Status: Assigned by Wendy Argueta Mar 17, 2:31 PM
From: Closed, Assigned
To: Assigned, Closed
Duration in Previous: 3h 27m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Mar 19, 10:23 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256904

Bottlenecks

Awaiting Parts
Duration: 48.0 business days (threshold: 3.0 business days)
Exceeded by 45.0 business days
Entered
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Assigned
Duration: 38.7 business days (threshold: 4.0 business hours)
Exceeded by 38.2 business days
Closed
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days

🔗 Related Artifacts

📞
Case 00540467
Closed
📦
Parts Order 00084705
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Customer Part Sale
Scheduled
N/A
Created
Nov 4, 11:17 AM
Invoice #
SM-256904

Work Details (2)

Name Type Status Qty Amount Date
WL-03068093 Parts Open 1 $232.65 Jan 16, 1:46 PM
WL-03068094 Expenses Open 1 $16.76 Jan 16, 1:46 PM

Details