Work Order 360 View

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← WO Overview

WO-01317645 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva - Forest Hill Blvd. — 1490 Forest Hill Blvd., West Palm Beach FL, 33406

Dec 1, 2025 → Feb 23, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (34 biz days late)
Active: 56 biz days
🕐 Clock stopped: Completed (Feb 23, 2026)
▶ Clock Running
Status: Created
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Ready for Scheduling
Dec 1 → Dec 18, 2025
13 business days (counted)
Running total: 13 of ? biz days used
29d
▶ Clock Running
Status: On Hold
Dec 18 → Feb 2, 2026
29 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 2 → Feb 3, 2026
1 business day (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 44 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Feb 4 → Feb 23, 2026
12 business days (counted)
Running total: 56 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 56 of ? biz days used
Created: Dec 1, 2025 Completed: Feb 23, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 1 → Dec 1 Created ▶ Running 0 0
Dec 1 → Dec 18 Ready for Scheduling ▶ Running 13 13
Dec 18 → Feb 2 On Hold ▶ Running 29 42
Feb 2 → Feb 3 Ready for Scheduling ▶ Running 1 43
Feb 3 → Feb 4 Assigned ▶ Running 1 44
Feb 4 → Feb 23 Scheduled ▶ Running 12 56
Feb 23 → Feb 23 Tech On Site ▶ Running 0 56
Dispatch 0.0d
Holding 30.0d (excluded)
Coordinators 30.0d
Field Work 1.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
30.0 days
Coordinators
30.0 days
Over SLA
Field Work
1.3 days
Billing
0.0 days
Created: Dec 1, 2025 Due: Jan 30, 2026 Completed: Feb 23, 2026 (23 days late)
📅
56.9 days Total Age
⏱️
30.0d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
27.6d 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 #00547244
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 70 https://www.ebiotrack.com/inspection.php?iid=31517
Priority
Standard
Origin
Email
Reason
New Case
Contact
Patti Tome
Owner
Shelby Robinson
Created
Nov 27, 2025
Work Orders from this Case (1)
WO-01317645 (current) Invoiced
Inspection • Elkin Barahona
Created: Dec 1, 2025 • Closed: Feb 23, 2026
Completed with significant delays
Invoiced • 255 days old
🚨
Primary Delay 30.0 days stuck in "On Hold"
⏱️
Total Delay 27.6 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
15.5d / 1.0d SLA
On Hold
30.0d
Assigned
1.6d / 0.5d SLA
Scheduled
13.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
0.4d / 2.0d SLA
Closed
3.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/4/26 AJinerson - Received email back from POC Melanie and Patti Tome confirming tech visit for Mon. 2/23 with eta between 9am-11am.

POC onsite: Patti Tome

Arrival instructions:


2/3/26 AJinerson - Sent email to alternate POC Melanie Rault offering tech visit on Mon. 2/23 with eta between 9am-11am.

This is our next avail. date (WO just released back to us).


2/3/26 AJinerson - WO released past SLA after being placed on hold. Per below notes states that POC is now Melanie Rault but no updated contact info added on WO and no secondary contact listed on location.

Searched name in SMX and only found email: mrault@convivasolutions.com


02/02/2026 DNakoff - Verified POC, alternate POC onsite is Melanie Rault


12/18/2025 LHill-Placing the work order on hold and escalating to the account manager for contact confirmation. Attempting contact with 3 attempts with no response. 

 

12/18/2025 LHill-sent email to Patti Tome at ptome@convivasolutions.com to confirm contact & equipment.


12/18/2025 LHill-LM at 561-967-5350 for Pattie Tome to confirm contact & equipment.


12/11/2025 LHill-sent email to Patti Tome at ptome@convivasolutions.com to confirm contact & equipment.


12/11/2025 LHill-Called 561-967-5350 for Patti Tome. She was already gone for the day. Spoke with Marie and she took my information and will give it to Patti when she returns.


12/10/2025 LHill-sent email to Patti Tome at ptome@convivasolutions.com to confirm contact & equipment.


12/10/2025 LHill-Called 561-967-5350 for Patti Tome. I was on hold for 10 minutes getting transferred to that location.

🔧 Work Performed
02/23/26 EBar. I have carried out the annual biomedical equipment inspection for this Conviva Branch. All units were added to EBT inventory System. Units that were not found by the inspection time were archived.
🔍 Technician Findings
02/23/26 EBar. Annual biomedical equipment inspection. All units must be added to EBT inventory system.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 70 https://www.ebiotrack.com/inspection.php?iid=31517

Timeline

📞
Case Linked Nov 27, 6:01 AM
Case Number: 00547244
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Dec 1, 11:28 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 14.0 business days
⏸️
Status: On Hold by Laura Hill Dec 18, 10:40 AM
From: Ready for Scheduling
To: On Hold
Duration in Previous: 16d 23h
🚨 30.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Feb 2, 2:46 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 46d 4h
👷
▶
2 Technician Assigned Feb 3, 2:23 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23h 36m
🗓️
▶
2 Status: Scheduled Feb 4, 9:59 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-23T14:00:00.000+0000
🚨 12.0 business days
📅
Dispatch Scheduled by Abby Jinerson Feb 20, 9:24 AM
Scheduled For: 2026-02-23T16:00:00.000+0000
📅
Dispatch Scheduled by Abby Jinerson Feb 20, 1:56 PM
Scheduled For: 2026-02-23T15:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Elkin Barahona Feb 23, 7:57 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18d 21h
⏱️
Labor Added Feb 23, 10:01 AM
Type: Labor
Status: Open
Qty: 0.5
⏱️
▶
2 4x Labor Added Feb 23, 3:22 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Elkin Barahona
From: Tech On Site, Completed
To: Completed, Tech Off Site
Duration in Previous: 7h 25m, 0m
💵
Expenses Added Feb 23, 5:57 PM
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Elkin Barahona Feb 23, 6:13 PM
From: Tech Off Site
To: Closed
Duration in Previous: 2h 49m
⏳ 3.7 business days
📄
▶
2 Status: Ready to Bill Feb 26, 10:12 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Mar 2, 10:11 AM
Invoice Number: SM-254947

Bottlenecks

Ready for Scheduling
Duration: 13.9 business days (threshold: 1.0 business days)
Exceeded by 12.9 business days
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours
Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Closed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days

🔗 Related Artifacts

📞
Case 00547244
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Elkin Barahona
Scheduled
Feb 23, 10:30 AM
Created
Dec 1, 11:28 AM
Invoice #
SM-254947

Work Details (6)

Name Type Status Qty Amount Date
WL-03115955 Labor Open 0.5 $0.00 Feb 23, 10:01 AM
WL-03116384 Labor Open 5.8333333333333 $1,292.00 Feb 23, 3:22 PM
WL-03116385 Labor Open 0.65 $0.00 Feb 23, 3:22 PM
WL-03116386 Travel Open 15 - Feb 23, 3:22 PM
WL-03116387 Travel Open 16 - Feb 23, 3:22 PM
WL-03116746 Expenses Open 1 $0.00 Feb 23, 5:57 PM

Details