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WO-01328397 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva ORFAC # 5861 Thousand Oaks — 4455 Thousand Oaks Drive, San Antonio TX, 78233

Dec 30, 2025 → Feb 24, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (36 biz days late)
Active: 38 biz days
🕐 Clock stopped: Completed (Feb 25, 2026)
▶ Clock Running
Status: Created
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Assigned
Dec 30 → Jan 5, 2026
3 business days (counted)
Running total: 3 of ? biz days used
35d
▶ Clock Running
Status: Scheduled
Jan 5 → Feb 25, 2026
35 business days (counted)
Running total: 38 of ? biz days used
Created: Dec 30, 2025 Completed: Feb 25, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Dec 30 Created ▶ Running 0 0
Dec 30 → Dec 30 Ready for Scheduling ▶ Running 0 0
Dec 30 → Jan 5 Assigned ▶ Running 3 3
Jan 5 → Feb 25 Scheduled ▶ Running 35 38
Dispatch 0.0d
Coordinators 39.0d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
39.0 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Dec 30, 2025 Due: Feb 27, 2026 Completed: Feb 25, 2026 (2 days early)
📅
38.1 days Total Age
⏱️
35.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
38.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554844
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 57 https://www.ebiotrack.com/inspection.php?iid=32204
Priority
Standard
Origin
Email
Reason
New Case
Contact
Amber Gold
Owner
Shelby Robinson
Created
Dec 30, 2025
Work Orders from this Case (1)
WO-01328397 (current) Invoiced
Inspection • Anthony Wirth
Created: Dec 30, 2025 • Closed: Feb 24, 2026
Completed with significant delays
Invoiced • 229 days old
🚨
Primary Delay 35.0 days stuck in "Scheduled"
⏱️
Total Delay 38.5 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
3.9d / 0.5d SLA
Scheduled
35.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
04-Scheduled
0.0d
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/5 KKelch called Amber to schedule for 2/24 between 9 and 11 am. Sarah confirmed. 

🔧 Work Performed
Annual Equipment Electrical Safety Test And Calibration Service Equipment
🔍 Technician Findings
Annual Equipment Electrical Safety Test And Calibration Service Equipment
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 57 https://www.ebiotrack.com/inspection.php?iid=32204

Timeline

📞
Case Linked Dec 30, 6:00 AM
Case Number: 00554844
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 30, 11:13 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
👷
▶
2 Status: Assigned Dec 30, 11:31 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Anthony Wirth
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Jan 5, 10:18 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-24T15:00:00.000+0000
🚨 35.0 business days
🔩
Parts Added Feb 24, 10:20 AM
Type: Parts
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Feb 24, 7:20 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 7.25, 45
📋
Status: 04-Scheduled by Ben Saur Feb 24, 7:41 PM
From: Completed
To: 04-Scheduled
Duration in Previous: 20m
🏁
Status: Closed by Anthony Wirth Feb 24, 7:47 PM
From: 04-Scheduled
To: Closed
Duration in Previous: 6m
⏳ 3.5 business days
📄
▶
2 Status: Ready to Bill Feb 27, 3:20 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 1.9 business days
🧾
Invoice Created Mar 2, 7:06 AM
Invoice Number: SM-255223

Bottlenecks

Assigned
Duration: 3.9 business days (threshold: 4.0 business hours)
Exceeded by 3.4 business days
Scheduled
Duration: 35.0 business days (threshold: 2.0 business days)
Exceeded by 33.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00554844
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wirth
Scheduled
Feb 24, 10:00 AM
Created
Dec 30, 11:13 AM
Invoice #
SM-255223

Work Details (4)

Name Type Status Qty Amount Date
WL-03117391 Parts Open 1 $98.21 Feb 24, 10:20 AM
WL-03118543 Labor Open 1 $0.00 Feb 24, 7:23 PM
WL-03118544 Labor Open 7.25 $1,292.00 Feb 24, 7:23 PM
WL-03118545 Travel Open 45 - Feb 24, 7:23 PM

Details