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WO-01314420 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva-St. Petersburg — 3491 34th Street S, St. Petersburg FL, 33711

Nov 10, 2025 → Jan 7, 2026

✅ Completed
PSM Last business day of November 2025
Target: Nov 28, 2025
🕐 Clock stopped: Completed (Jan 7)
✗ SLA Missed (40d late)
Dispatch 0.0d
Coordinators 42.7d
Field Work 0.7d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
42.7 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Nov 10, 2025 Due: Jan 30, 2026 Completed: Jan 7, 2026 (23 days early)
📅
42.4 days Total Age
⏱️
34.4d in Ready for Scheduling Longest Stage
🔄
8 transitions Status Changes
⚠️
39.8d 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 #00542322
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 42 https://www.ebiotrack.com/inspection.php?iid=31138 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
Angela Jaiteh
Owner
Shelby Robinson
Created
Nov 9, 2025
Work Orders from this Case (1)
WO-01314420 (current) Invoiced
Inspection • Joseph Anderson
Created: Nov 10, 2025 • Closed: Jan 7, 2026
Completed with significant delays
Invoiced • 185 days old
🚨
Primary Delay 34.4 days stuck in "Ready for Scheduling"
⏱️
Total Delay 39.8 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
34.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
8.3d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED

12/26/25 AJinerson - Per below, no scheduling ahead needed. Sending email to POC Angela confirming we have tech scheduled for service on Wednesday, 1/7/2026 with arrival between 10am-12pm.


12/22/2025 LHill-rec'd call from Angela Jaiteh at 404-998-0190. Scheduling ahead needed: No 


Certain day or time: M-F 8 AM- 5PM 


Confirmed contact information is correct: Yes.  


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


12/22/2025 LHill-LM at 404-998-0190 for Angela Jaiteh to confirm contact & equipment.

🔧 Work Performed
Inspected 53 pieces of equipment.
🔍 Technician Findings
Complete Annual Equipment Electrical Safety Test And Calibration Service.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 42 https://www.ebiotrack.com/inspection.php?iid=31138 This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Nov 9, 6:05 AM
Case Number: 00542322
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Nov 10, 4:01 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 35.0 business days
👷
▶
4 Status: Assigned Dec 26, 4:32 PM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: a0h8Y00000JzkCRQAZ, Joseph Anderson
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 4m
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2026-01-07T15:00:00.000+0000, 2026-01-07T13:00:00.000+0000, 2026-01-07T19:00:00.000+0000
⚠️ 8.9 business days
🔧
Status: Tech On Site by Joseph Anderson Jan 7, 12:29 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 19h
⏱️
▶
2 4x Labor Added Jan 7, 3:54 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Joseph Anderson
From: Tech On Site
To: Completed
Duration in Previous: 3h 26m
⏱️
▶
2 Labor Added Jan 7, 6:19 PM
Labor Added → Status: Closed
🏁
Status: Closed by Joseph Anderson
From: Completed
To: Closed
Duration in Previous: 2h 25m
📄
▶
2 Status: Ready to Bill Jan 8, 4:57 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.9 business days
🧾
Invoice Created Jan 11, 1:36 PM
Invoice Number: SM-250864

Bottlenecks

Ready for Scheduling
Duration: 34.4 business days (threshold: 1.0 business days)
Exceeded by 33.4 business days
Scheduled
Duration: 8.3 business days (threshold: 2.0 business days)
Exceeded by 6.3 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours

🔗 Related Artifacts

📞
Case 00542322
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Joseph Anderson
Scheduled
Jan 7, 10:00 AM
Created
Nov 10, 4:01 PM
Invoice #
SM-250864

Work Details (5)

Name Type Status Qty Amount Date
WL-03056504 Labor Open 2.6 $0.00 Jan 7, 3:54 PM
WL-03056505 Labor Open 3.6 $1,292.00 Jan 7, 3:54 PM
WL-03056506 Travel Open 111 - Jan 7, 3:54 PM
WL-03056507 Travel Open 111 - Jan 7, 3:54 PM
WL-03056750 Labor Open 2.1666666666667 $0.00 Jan 7, 6:19 PM

Details