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← WO Overview

WO-01337310 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva West Palm Beach #1854 — 1411 N. Flagler Dr., Suite 6800, West Palm Beach FL, 33406

Jan 12, 2026 → Jul 27, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (121 biz days late)
Active: 135 biz days
🕐 Clock stopped: Completed (Jul 27, 2026)
▶ Clock Running
Status: Created
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
41d
▶ Clock Running
Status: Ready for Scheduling
Jan 12 → Mar 12, 2026
41 business days (counted)
Running total: 41 of ? biz days used
12d
▶ Clock Running
Status: Assigned
Mar 12 → Mar 30, 2026
12 business days (counted)
Running total: 53 of ? biz days used
▶ Clock Running
Status: Entered
Mar 30 → Mar 30, 2026
0 business days (counted)
Running total: 53 of ? biz days used
78d
▶ Clock Running
Status: On Hold
Mar 30 → Jul 21, 2026
78 business days (counted)
Running total: 131 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 21 → Jul 24, 2026
3 business days (counted)
Running total: 134 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 24 → Jul 24, 2026
0 business days (counted)
Running total: 134 of ? biz days used
▶ Clock Running
Status: Scheduled
Jul 24 → Jul 27, 2026
1 business day (counted)
Running total: 135 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jul 27 → Jul 27, 2026
0 business days (counted)
Running total: 135 of ? biz days used
Created: Jan 12, 2026 Completed: Jul 27, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Jan 12 → Jan 12 Created ▶ Running 0 0
Jan 12 → Mar 12 Ready for Scheduling ▶ Running 41 41
Mar 12 → Mar 30 Assigned ▶ Running 12 53
Mar 30 → Mar 30 Entered ▶ Running 0 53
Mar 30 → Jul 21 On Hold ▶ Running 78 131
Jul 21 → Jul 24 Ready for Scheduling ▶ Running 3 134
Jul 24 → Jul 24 Assigned ▶ Running 0 134
Jul 24 → Jul 27 Scheduled ▶ Running 1 135
Jul 27 → Jul 27 Tech On Site ▶ Running 0 135
Dispatch 0.0d
Holding 79.0d (excluded)
Coordinators 59.7d
Field Work 0.8d
Billing 0.1d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
79.0 days
Coordinators
59.7 days
Over SLA
Field Work
0.8 days
Billing
0.1 days
Created: Jan 12, 2026 Due: Jul 31, 2026 Completed: Jul 27, 2026 (4 days early)
📅
135.8 days Total Age
⏱️
79.0d in On Hold Longest Stage
🔄
11 transitions Status Changes
⚠️
57.0d 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 #00557886
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 50 pcs https://www.ebiotrack.com/inspection.php?iid=32414
Priority
Standard
Origin
Email
Reason
New Case
Contact
Gennifer Edwards
Owner
Jessica Sells
Created
Jan 12, 2026
Work Orders from this Case (1)
WO-01337310 (current) Invoiced
Inspection • Elkin Barahona
Created: Jan 12, 2026 • Closed: Jul 27, 2026
Completed with significant delays
Invoiced • 216 days old
🚨
Primary Delay 79.0 days stuck in "On Hold"
⏱️
Total Delay 57.0 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
45.8d / 1.0d SLA
Assigned
12.4d / 0.5d SLA
On Hold
79.0d
Scheduled
1.5d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.3d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

7/24/26- BBaggett- called POV offering Mon. 7/27 11:30-1:30 p.m. She confirmed that would work. 


7/22/26 AJinerson - WO just released back into RFS from being on-hold due to customer contact issues. Showing SLA is 7/31.


7/21 KHardison - Updated POC to Chelsea Cromes. I updated the due date.

3/30/26 RBerry- Email to Gennifer Edwards bounced. No phone number available. Escalated to ASM for assistance with contact.


3/12/26 AJinerson - Sent email to Gennifer offering tech visit on Friday, 3/20 with eta between 9am-11am.

Sending email due to no phone number listed for site.

🔧 Work Performed
07/27/26 EBar. I have carried out the annual biomedical equipment inspection and labeled all units to EBT Inventory System.
🔍 Technician Findings
07/27/26 EBar. Annual biomedical equipment inspection. All units must be added to EBT Inventory.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 50 pcs https://www.ebiotrack.com/inspection.php?iid=32414

Timeline

📞
Case Linked Jan 12, 6:00 AM
Case Number: 00557886
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Jan 12, 12:12 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🚨 42.0 business days
👷
▶
2 Technician Assigned Mar 12, 5:11 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 59d 3h
🚨 12.9 business days
🆕
Status: Entered by Rhea Berry Mar 30, 11:51 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 17d 18h, 0m
🚨 79.0 business days
📅
Status: Ready for Scheduling by Kimberly Hardison Jul 21, 11:51 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 112d 23h
⏳ 4.0 business days
👷
▶
4 Technician Assigned Jul 24, 4:00 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 4h
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-07-27T15:30:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Elkin Barahona Jul 27, 11:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 19h
⏱️
2x Labor Added Jul 27, 5:36 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 15
⏱️
▶
4 3x Labor Added Jul 27, 5:42 PM
3x Labor Added → Expenses Added → Status: Completed → Status: Closed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Elkin Barahona
From: Tech On Site, Completed
To: Completed, Tech Off Site
Duration in Previous: 6h 15m, 0m
🏁
Status: Closed by Elkin Barahona
From: Tech Off Site
To: Closed
Duration in Previous: 1m
⏳ 2.8 business days
📄
Status: Ready to Bill by Diane Patton Jul 29, 2:06 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 20h
📨
Status: Invoice Pending by Diane Patton Jul 29, 2:36 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 29m, 0m
⏳ 3.0 business days
🧾
Invoice Created Jul 31, 8:47 PM
Invoice Number: SM-268714

Bottlenecks

Ready for Scheduling
Duration: 41.8 business days (threshold: 1.0 business days)
Exceeded by 40.8 business days
Assigned
Duration: 12.4 business days (threshold: 4.0 business hours)
Exceeded by 11.9 business days
Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00557886
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Elkin Barahona
Scheduled
Jul 27, 11:30 AM
Created
Jan 12, 12:12 PM
Invoice #
SM-268714

Work Details (6)

Name Type Status Qty Amount Date
WL-03309169 Labor Open 0.5 $0.00 Jul 27, 5:36 PM
WL-03309170 Travel Open 15 - Jul 27, 5:36 PM
WL-03309172 Labor Open 5 $1,292.00 Jul 27, 5:42 PM
WL-03309173 Labor Open 2 $0.00 Jul 27, 5:42 PM
WL-03309174 Travel Open 70 - Jul 27, 5:42 PM
WL-03309177 Expenses Open 1 $0.00 Jul 27, 5:43 PM

Details