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WO-01328281 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva New Braunfels #3299 — 1860 S. Seguin Avenue, Building E, New Braunfels TX, 78130

Dec 29, 2025 → Mar 11, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (47 biz days late)
Active: 50 biz days
🕐 Clock stopped: Completed (Mar 12, 2026)
▶ Clock Running
Status: Created
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Dec 29 → Jan 5, 2026
4 business days (counted)
Running total: 4 of ? biz days used
45d
▶ Clock Running
Status: Scheduled
Jan 5 → Mar 11, 2026
45 business days (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 11 → Mar 11, 2026
0 business days (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 11 → Mar 11, 2026
0 business days (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 11 → Mar 12, 2026
1 business day (counted)
Running total: 50 of ? biz days used
Created: Dec 29, 2025 Completed: Mar 12, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 29 → Dec 29 Created ▶ Running 0 0
Dec 29 → Dec 29 Ready for Scheduling ▶ Running 0 0
Dec 29 → Jan 5 Assigned ▶ Running 4 4
Jan 5 → Mar 11 Scheduled ▶ Running 45 49
Mar 11 → Mar 11 Tech On Site ▶ Running 0 49
Mar 11 → Mar 11 Scheduled ▶ Running 0 49
Mar 11 → Mar 12 Tech On Site ▶ Running 1 50
Dispatch 0.0d
Coordinators 50.8d
Field Work 1.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
50.8 days
Over SLA
Field Work
1.4 days
Created: Dec 29, 2025 Due: Feb 27, 2026 Completed: Mar 12, 2026 (12 days late)
📅
50.0 days Total Age
⏱️
46.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
49.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Anthony Wirth — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 11, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554546
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 95 https://www.ebiotrack.com/inspection.php?iid=32158
Priority
Standard
Origin
Email
Reason
New Case
Contact
Christine Chavez
Owner
Shelby Robinson
Created
Dec 29, 2025
Work Orders from this Case (1)
WO-01328281 (current) Invoiced
Inspection • Anthony Wirth
Created: Dec 29, 2025 • Closed: Mar 11, 2026
Completed with significant delays
Invoiced • 229 days old
🚨
Primary Delay 46.0 days stuck in "Scheduled"
⏱️
Total Delay 49.1 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
0.0d / 1.0d SLA
Assigned
4.6d / 0.5d SLA
Scheduled
46.2d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20 KKelch called Christine to reschedule for 3/11 between 9 and 11 am due to FSE having a military commitment. Customer confirmed. 

1/5 KKelch called Christine to schedule for 2/20 between 9 and 11 am. Customer confirmed. 

🔧 Work Performed
Annual Equipment Electrical Safety Test And Calibration Service
🔍 Technician Findings
Customer states that they don't have a Exam room 23. Removing all units from room 23.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 95 https://www.ebiotrack.com/inspection.php?iid=32158

Timeline

📞
Case Linked Dec 29, 6:01 AM
Case Number: 00554546
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 29, 2:24 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
👷
▶
2 Technician Assigned Dec 29, 2:34 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 10m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Jan 5, 10:13 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-20T15:00:00.000+0000
🚨 33.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 20, 9:19 AM
Scheduled For: 2026-03-11T14:00:00.000+0000
🚨 14.0 business days
🔧
Status: Tech On Site by Anthony Wirth Mar 11, 9:55 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 64d 22h
🗓️
▶
2 Status: Scheduled Mar 11, 2:56 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-19T14:00:00.000+0000
🔧
Status: Tech On Site by Anthony Wirth Mar 11, 4:45 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1h 49m
✔️
▶
2 Status: Completed Mar 11, 10:54 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 8.5, 56
🏁
Status: Closed by Anthony Wirth Mar 11, 11:01 PM
From: Completed
To: Closed
Duration in Previous: 7m
⏳ 2.1 business days
📄
Status: Ready to Bill by Diane Patton Mar 13, 3:15 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 16h, 0m
⏳ 1.7 business days
🧾
Invoice Created Mar 16, 5:43 AM
Invoice Number: SM-256531

Bottlenecks

Assigned
Duration: 4.6 business days (threshold: 4.0 business hours)
Exceeded by 4.1 business days
Scheduled
Duration: 46.0 business days (threshold: 2.0 business days)
Exceeded by 44.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00554546
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wirth
Scheduled
Mar 19, 10:00 AM
Created
Dec 29, 2:24 PM
Invoice #
SM-256531

Work Details (3)

Name Type Status Qty Amount Date
WL-03140560 Labor Open 1.5 $0.00 Mar 11, 10:56 PM
WL-03140561 Labor Open 8.5 $1,525.75 Mar 11, 10:56 PM
WL-03140562 Travel Open 56 - Mar 11, 10:56 PM

Details