Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339201 ↗ ServiceMax

Conviva Care Solutions (Humana) • Virtual Tech - Drop Shipment • P3

📍 CONVIVA Oriole Plaza — 7291 W Atlantic Ave. Suites B190, B210, B220, Delray Beach FL, 33446

Jan 22, 2026 → Mar 4, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Jan 27, 2026
✗ SLA Missed (6 biz days late)
Active: 9 biz days
Paused: 19 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Mar 4, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸19d
⏸ Clock Paused
Status: Awaiting Parts
Jan 22 → Feb 19, 2026
19 business days (not counted)
4d
▶ Clock Running
Status: Reschedule
Feb 19 → Feb 25, 2026
4 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 25 → Feb 26, 2026
1 business day (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: L2 Review
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: L2 Review
Feb 26 → Feb 27, 2026
1 business day (counted)
Running total: 6 of 3 biz days used
2d
▶ Clock Running
Status: Closed
Feb 27 → Mar 3, 2026
2 business days (counted)
Running total: 8 of 3 biz days used
▶ Clock Running
Status: Billing Review
Mar 3 → Mar 4, 2026
1 business day (counted)
Running total: 9 of 3 biz days used
Created: Jan 22, 2026 Completed: Mar 4, 2026
Business Days Used 9 / 3
0 3d budget +6d over
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Jan 22 → Jan 22 Created ▶ Running 0 0 / 3
Jan 22 → Feb 19 Awaiting Parts ⏸ Paused 19 —
Feb 19 → Feb 25 Reschedule ▶ Running 4 4 / 3
Feb 25 → Feb 26 Assigned ▶ Running 1 5 / 3
Feb 26 → Feb 26 L2 Review ▶ Running 0 5 / 3
Feb 26 → Feb 26 Entered ▶ Running 0 5 / 3
Feb 26 → Feb 26 Assigned ▶ Running 0 5 / 3
Feb 26 → Feb 27 L2 Review ▶ Running 1 6 / 3
Feb 27 → Mar 3 Closed ▶ Running 2 8 / 3
Mar 3 → Mar 4 Billing Review ▶ Running 1 9 / 3
Dispatch 0.0d
Material Management 20.0d
Coordinators 5.8d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
20.0 days
Over SLA
Coordinators
5.8 days
Over SLA
Billing
1.3 days
Created: Jan 22, 2026 Due: Feb 26, 2026 Completed: Mar 4, 2026 (5 days late)
📅
29.0 days Total Age
⏱️
20.0d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
22.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00560826
eBiotrack - New Work Order Request - Inspection Repair
Closed
CONVIVA Oriole Plaza Site: CONVIVA Oriole Plaza Customer: Conviva Care Solutions (Humana) Customer #: 918 7291 W Atlantic Ave. Suites B190, B210, B220 Delray Beach, FL 33446 Inspection #: 31110 Asset ID: 13215804 Serial #: E1U0300487 Model: Bionet - CARDIOCARE Notes: Completed Annual inspection. Damaged Accessories – Emsar to ship replacement parts ( Battery is running out) New Battery) New battery is required and also alligator clips. .
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tara Walls
Owner
Virtual Tech
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01339201 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Jan 22, 2026 • Closed: Mar 4, 2026
Completed with significant delays
Invoiced • 203 days old
🚨
Primary Delay 20.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 22.3 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
Awaiting Parts
20.0d / 3.0d SLA
Reschedule
4.4d / 2.0d SLA
Assigned
1.3d / 0.5d SLA
L2 Review
2.0d
Closed
3.0d / 1.0d SLA
Billing Review
1.2d / 2.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/3/26 DPatton - Error message below- WO needs Serviced Date & Closed before billing.


2/26/26 AJinerson - Chatter to ASM/VT regarding customer serviced themselves after receiving the part, how do we proceed.

2/26/26 AJinerson - Called site number from Google to see if we could reach someone to schedule tech onsite today. Operator transferred me to site. Spoke with Tara who informed us that she replaced this battery herself and tech not needed on site for this service. 


2/26/26 AJinerson - Called Tara and left 2nd VM regarding scheduling tech visit for service. 


2/25/26 AJinerson - Email to Tara offering tech visit 2/26 between 9am-11am. (YDessin to cover if site confirms scheduling)


2/25/26 AJinerson - Called Tara to schedule tech visit. Left VM regarding scheduling tech visit. 


2/21/26 RBerry- Updated due date based on parts. Removed delay code.


2/20/26 AJinerson - WO flipped to reschedule status on 2/19 with parts order.

🔧 Work Performed
VT Drop ship of parts needed, Customer installed.
🔍 Technician Findings
VT Drop ship of parts needed, Customer installed.
⚠️ Problem Description
CONVIVA Oriole Plaza Site: CONVIVA Oriole Plaza Customer: Conviva Care Solutions (Humana) Customer #: 918 7291 W Atlantic Ave. Suites B190, B210, B220 Delray Beach, FL 33446 Inspection #: 31110 Asset ID: 13215804 Serial #: E1U0300487 Model: Bionet - CARDIOCARE Notes: Completed Annual inspection. Damaged Accessories – Emsar to ship replacement parts ( Battery is running out) New Battery) New battery is required and also alligator clips. .

Timeline

📞
Case Linked Jan 21, 9:50 AM
Case Number: 00560826
Subject: eBiotrack - New Work Order Request - Inspection Repair
Status: Closed
📋
▶
2 Work Order Created Jan 22, 8:06 AM
Work Order Created → Parts Requested
📦
Parts Requested
Order: 00088832
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds Jan 22, 8:11 AM
From: Entered
To: Awaiting Parts
Duration in Previous: 5m
🚨 20.0 business days
🔩
▶
2 2x Parts Added Feb 19, 3:24 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 28d 7h
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Feb 25, 4:20 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Reschedule
To: Assigned
Duration in Previous: 6d 0h
👀
▶
4 Status: L2 Review Feb 26, 9:36 AM
Status: L2 Review → Labor Added → Status: Assigned → Technician Assigned
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.51666666666667
👷
Status: Assigned by Derek Reynolds
From: Entered, Assigned
To: Assigned, L2 Review
Duration in Previous: 1m, 0m
👷
Technician Assigned by Derek Reynolds
Technician: Virtual Tech
⏳ 2.0 business days
🏁
Status: Closed by Wendy Argueta Feb 27, 9:40 AM
From: L2 Review
To: Closed
Duration in Previous: 1d 0h
⏳ 3.0 business days
💵
Status: Billing Review by Diane Patton Mar 3, 5:04 PM
From: Closed
To: Billing Review
Duration in Previous: 4d 7h
✔️
Status: Completed by Joseph Whalen Mar 4, 11:03 AM
From: Billing Review, Completed
To: Completed, Closed
Duration in Previous: 17h 58m, 0m
📄
Status: Ready to Bill by Diane Patton Mar 4, 11:14 AM
From: Closed
To: Ready to Bill
Duration in Previous: 11m
📨
▶
2 Status: Invoice Pending Mar 4, 11:19 AM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255546

Bottlenecks

Awaiting Parts
Duration: 20.0 business days (threshold: 3.0 business days)
Exceeded by 17.0 business days
Reschedule
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.7 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00560826
Closed
📦
Parts Order 00088832
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 22, 8:06 AM
Invoice #
SM-255546

Work Details (3)

Name Type Status Qty Amount Date
WL-03112306 Parts Open 1 $269.33 Feb 19, 3:24 PM
WL-03112307 Expenses Open 1 $12.30 Feb 19, 3:24 PM
WL-03120905 Labor Open 0.51666666666667 $89.25 Feb 26, 9:38 AM

Details