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WO-01328396 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Palm Coast #3629 — 20 Cypress Point Parkway Suite 1, Palm Coast FL, 32164

Dec 30, 2025 → Mar 6, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (43 biz days late)
Active: 45 biz days
🕐 Clock stopped: Completed (Mar 6, 2026)
▶ Clock Running
Status: Created
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
21d
▶ Clock Running
Status: Ready for Scheduling
Dec 30 → Jan 30, 2026
21 business days (counted)
Running total: 21 of ? biz days used
15d
▶ Clock Running
Status: Assigned
Jan 30 → Feb 23, 2026
15 business days (counted)
Running total: 36 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Feb 23 → Mar 6, 2026
9 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 45 of ? biz days used
Created: Dec 30, 2025 Completed: Mar 6, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Dec 30 Created ▶ Running 0 0
Dec 30 → Jan 30 Ready for Scheduling ▶ Running 21 21
Jan 30 → Feb 23 Assigned ▶ Running 15 36
Feb 23 → Mar 6 Scheduled ▶ Running 9 45
Mar 6 → Mar 6 Tech On Site ▶ Running 0 45
Dispatch 0.0d
Coordinators 47.2d
Field Work 0.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
47.2 days
Over SLA
Field Work
0.8 days
Created: Dec 30, 2025 Due: Feb 27, 2026 Completed: Mar 6, 2026 (6 days late)
📅
46.0 days Total Age
⏱️
22.0d in Ready for Scheduling Longest Stage
🔄
7 transitions Status Changes
⚠️
44.1d 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 #00554843
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 76 https://www.ebiotrack.com/inspection.php?iid=32203
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tamika Roland
Owner
Shelby Robinson
Created
Dec 30, 2025
Work Orders from this Case (1)
WO-01328396 (current) Invoiced
Inspection • Anthony Wright
Created: Dec 30, 2025 • Closed: Mar 6, 2026
Completed with significant delays
Invoiced • 229 days old
🚨
Primary Delay 22.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 44.1 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
22.0d / 1.0d SLA
Assigned
15.3d / 0.5d SLA
Scheduled
10.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23/26 AJinerson - Sent email back to Mahalia confirming we have tech scheduled to visit on Fri. 3/6 with eta between 930-1130am.

POC onsite: Rhonda Coia or Mahalia Riley


2/23/26 AJinerson - Received email back from POC Mahalia stating their schedules are lighter on Friday, 3/6 and to please proceed with scheduling for Friday, 3/6 for now.


2/23/26 AJinerson - Sent email back to Mahalia and Rhonda offering tech visit on Weds. 3/4 between 9am-11am now that we no longer have 2/27 available (due to tech covering repairs through 2/27).


2/23/26 AJinerson - Received email back from Mahalia and Rhonda confirming 2/27 works for them - but we no longer have this date available on our end.


2/17/26 AJinerson - Sent email to Mahalia offering tech visit on Fri. 2/27 with eta between 930am-1130am.

mahalia.riley@convivasolutions.com


2/17/26 AJinerson - Called Mahalia to schedule tech visit. Spoke with Cassandra (operator) who transferred me to site. Mahalia was not in today, but site said email works for her. 


2/17/26 AJinerson - Per previous WO, most recent onsite contact:

Mahalia Riley

(386) 774-0491

mahalia.riley@convivasolutions.com


1/30/26 AJinerson - Called Tamika (3rd time we called). Was able to leave VM, left VM regarding scheduling service. 


01/13/2026 LHill-Called 386-679-0009 for Tamika Roland. Sounded like a fax line. Unable to leave a message.


01/07/2026 LHill-Called 386-679-0009 for Tamika Roland the line rang and then it disconnected.

🔧 Work Performed
2/6/26 AMW -Performed annual inspection on all medical equipment located. Total of 84 pieces of equipment inspected. ALL PASS. Notified POC of inspection findings and completion.
🔍 Technician Findings
2/6/26 AMW -Perform annual inspection on all medical equipment located. Notify POC of inspection findings and completion.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 76 https://www.ebiotrack.com/inspection.php?iid=32203

Timeline

📞
Case Linked Dec 30, 6:00 AM
Case Number: 00554843
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 30, 11:10 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
🚨 22.0 business days
👷
▶
2 Technician Assigned Jan 30, 4:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 31d 5h
🚨 15.9 business days
📅
▶
2 Dispatch Scheduled Feb 23, 10:58 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 23d 18h
🚨 10.0 business days
🔧
Status: Tech On Site by Anthony Wright Mar 6, 9:43 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 22h
⏱️
2x Labor Added Mar 6, 11:21 AM
Type: Labor, Travel
Status: Open
Qty: 2, 98
⏱️
▶
2 3x Labor Added Mar 6, 2:40 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Anthony Wright
From: Tech On Site
To: Completed
Duration in Previous: 4h 59m
🏁
Status: Closed by Anthony Wright Mar 6, 3:45 PM
From: Completed
To: Closed
Duration in Previous: 1h 2m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Mar 9, 1:36 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256003

Bottlenecks

Ready for Scheduling
Duration: 22.0 business days (threshold: 1.0 business days)
Exceeded by 21.0 business days
Assigned
Duration: 15.3 business days (threshold: 4.0 business hours)
Exceeded by 14.8 business days
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours

🔗 Related Artifacts

📞
Case 00554843
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Mar 6, 9:30 AM
Created
Dec 30, 11:10 AM
Invoice #
SM-256003

Work Details (5)

Name Type Status Qty Amount Date
WL-03133358 Labor Open 2 $0.00 Mar 6, 11:21 AM
WL-03133359 Travel Open 98 - Mar 6, 11:21 AM
WL-03133783 Labor Open 4.75 $1,483.25 Mar 6, 2:40 PM
WL-03133784 Labor Open 1.25 $0.00 Mar 6, 2:40 PM
WL-03133785 Travel Open 98 - Mar 6, 2:40 PM

Details