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WO-01334616 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva Jupiter #5053 — 550 Heritage Drive, Jupiter FL, 33458

Jan 8, 2026 → Mar 19, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (32 biz days late)
Active: 48 biz days
🕐 Clock stopped: Completed (Mar 19, 2026)
▶ Clock Running
Status: Created
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 0 of ? biz days used
42d
▶ Clock Running
Status: Ready for Scheduling
Jan 8 → Mar 11, 2026
42 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 11 → Mar 12, 2026
1 business day (counted)
Running total: 43 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Mar 12 → Mar 19, 2026
5 business days (counted)
Running total: 48 of ? biz days used
Created: Jan 8, 2026 Completed: Mar 19, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 8 → Jan 8 Created ▶ Running 0 0
Jan 8 → Mar 11 Ready for Scheduling ▶ Running 42 42
Mar 11 → Mar 12 Assigned ▶ Running 1 43
Mar 12 → Mar 19 Scheduled ▶ Running 5 48
Dispatch 0.0d
Coordinators 50.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
50.2 days
Over SLA
Created: Jan 8, 2026 Due: Mar 31, 2026 Completed: Mar 19, 2026 (12 days early)
📅
48.9 days Total Age
⏱️
42.9d in Ready for Scheduling Longest Stage
🔄
5 transitions Status Changes
⚠️
47.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557006
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 96 pieces https://www.ebiotrack.com/inspection.php?iid=32378
Priority
Standard
Origin
Email
Reason
New Case
Contact
Becky Kovalesk
Owner
Sherry Reich
Created
Jan 8, 2026
Work Orders from this Case (1)
WO-01334616 (current) Invoiced
Inspection • Yves Dessin
Created: Jan 8, 2026 • Closed: Mar 19, 2026
Completed with significant delays
Invoiced • 220 days old
🚨
Primary Delay 42.9 days stuck in "Ready for Scheduling"
⏱️
Total Delay 47.3 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
42.9d / 1.0d SLA
Assigned
1.3d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Closed
1.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/12/26 AJinerson - Received email back from POC Becky confirming tech visit for Thursday, 3/19 with eta between 9am-11am.

POC onsite:

Arrival instructions:


3/11/26 AJinerson - Sending email to POC Becky offering tech visit on Thursday, 3/19 with eta between 9am-11am.

Sending email due to site already closed for the day. Will follow up with phone call if we do not receive email back.

🔧 Work Performed
Inspected and calibration verified 94 pieces of equipment All 94 pieces passed Return all back to service
🔍 Technician Findings
Arrived at site Met with poc
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 96 pieces https://www.ebiotrack.com/inspection.php?iid=32378

Timeline

📞
Case Linked Jan 8, 6:00 AM
Case Number: 00557006
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 8, 11:31 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Sherry Reich
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
🚨 43.0 business days
👷
▶
2 Technician Assigned Mar 11, 5:40 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 62d 5h
🗓️
▶
2 Status: Scheduled Mar 12, 9:38 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-03-19T13:00:00.000+0000
💵
Expenses Added Mar 13, 9:19 AM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
⏱️
▶
2 6x Labor Added Mar 19, 3:03 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Yves Dessin
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 7d 5h, 0m
📄
Status: Ready to Bill by Diane Patton Mar 20, 2:30 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 23h 25m, 0m
🧾
Invoice Created Mar 20, 5:33 PM
Invoice Number: SM-257190

Bottlenecks

Ready for Scheduling
Duration: 42.9 business days (threshold: 1.0 business days)
Exceeded by 41.9 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.3 business hours
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.9 business hours

🔗 Related Artifacts

📞
Case 00557006
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Yves Dessin
Scheduled
Mar 19, 9:00 AM
Created
Jan 8, 11:31 AM
Invoice #
SM-257190

Work Details (7)

Name Type Status Qty Amount Date
WL-03142912 Expenses Open 1 $0.00 Mar 13, 9:19 AM
WL-03151640 Labor Open 1 $0.00 Mar 19, 3:03 PM
WL-03151641 Labor Open 7 $1,695.75 Mar 19, 3:03 PM
WL-03151642 Labor Open 1 $0.00 Mar 19, 3:03 PM
WL-03151643 Travel Open 50 - Mar 19, 3:03 PM
WL-03151644 Travel Open 50 - Mar 19, 3:03 PM
WL-03151645 Expenses Open 1 $0.00 Mar 19, 3:03 PM

Details