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WO-01339371 ↗ ServiceMax

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

📍 Conviva - Ayers — 4918 Ayers St Suite 130, Corpus Christi TX, 78415

Jan 22, 2026 → Mar 12, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 27, 2026
✓ SLA Met (11 biz days early)
Active: 2 biz days
Paused: 32 biz days
🕐 Clock stopped: Completed (Mar 12, 2026)
▶ Clock Running
Status: Created
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸32d
⏸ Clock Paused
Status: Awaiting Parts
Jan 22 → Mar 10, 2026
32 business days (not counted)
▶ Clock Running
Status: L2 Review
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Closed
Mar 10 → Mar 12, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: L2 Review
Mar 12 → Mar 12, 2026
0 business days (counted)
Running total: 2 of ? biz days used
Created: Jan 22, 2026 Completed: Mar 12, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 22 → Jan 22 Created ▶ Running 0 0
Jan 22 → Mar 10 Awaiting Parts ⏸ Paused 32 —
Mar 10 → Mar 10 L2 Review ▶ Running 0 0
Mar 10 → Mar 10 Assigned ▶ Running 0 0
Mar 10 → Mar 12 Closed ▶ Running 2 2
Mar 12 → Mar 12 L2 Review ▶ Running 0 2
Dispatch 0.0d
Material Management 32.6d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
32.6 days
Over SLA
Billing
0.0 days
Created: Jan 22, 2026 Due: Mar 27, 2026 Completed: Mar 12, 2026 (15 days early)
📅
34.6 days Total Age
⏱️
32.6d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
32.4d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561388
A drop shipment for a Refrigerator key for - Conviva Care Solutions (Humana) - 4918 Ayers St Suite 130, Corpus Christi TX 78415
Closed
Customer: Elizabeth (Conviva Care Solutions (Humana)) Site Address: 4918 Ayers St Suite 130, Corpus Christi TX 78415 Email: lramon1@convivasolutions.com Phone: (361) 400-4355 Unit: Refrigerator SN: 01103191 Asset ID: 6225361 Reason: Facility would like a Drop Shipment of a key for their refrigerator. https://www.ebiotrack.com/equipment.php?pid=1197159
Priority
Standard
Origin
Email
Reason
New Case
Contact
Elizabeth Ramon
Owner
Virtual Tech
Created
Jan 22, 2026
Work Orders from this Case (1)
WO-01339371 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Jan 22, 2026 • Closed: Mar 12, 2026
Completed with significant delays
Invoiced • 203 days old
🚨
Primary Delay 32.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 32.4 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
32.6d / 3.0d SLA
L2 Review
0.4d
Closed
4.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/12/26 DPatton - Error message below when trying to invoice. (Needs Serviced On & Closed on dates)

🔧 Work Performed
2-12 Sent email to Accucold and to customer to confirm Model #. 2/11 site called - wrong keys received 2/10. Part was delivere.
⚠️ Problem Description
Customer: Elizabeth (Conviva Care Solutions (Humana)) Site Address: 4918 Ayers St Suite 130, Corpus Christi TX 78415 Email: lramon1@convivasolutions.com Phone: (361) 400-4355 Unit: Refrigerator SN: 01103191 Asset ID: 6225361 Reason: Facility would like a Drop Shipment of a key for their refrigerator. https://www.ebiotrack.com/equipment.php?pid=1197159 https://www.ebiotrack.com/workorder.php?wo=71095

Timeline

📞
Case Linked Jan 22, 1:04 PM
Case Number: 00561388
Subject: A drop shipment for a Refrigerator key for - Conviva Care Solutions (Humana) - 4918 Ayers St Suite 130, Corpus Christi TX 78415
Status: Closed
📋
▶
3 Work Order Created Jan 22, 2:03 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088884
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🚨 17.0 business days
📦
Parts Requested Feb 16, 3:53 PM
Order: 00090460
Status: Closed
⏳ 3.0 business days
⏱️
Labor Added Feb 19, 4:39 PM
Type: Labor
Status: Open
Qty: 0.21666666666667
🚨 10.9 business days
🔩
2x Parts Added Mar 5, 8:13 AM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔩
▶
2 2x Parts Added Mar 10, 8:49 AM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Melissa Barrett
From: Awaiting Parts
To: L2 Review
Duration in Previous: 46d 17h
👷
▶
2 Technician Assigned Mar 10, 10:33 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Gavin Poole
From: L2 Review, Assigned
To: Assigned, Closed
Duration in Previous: 1h 44m, 0m
⏳ 3.0 business days
👀
Status: L2 Review by Diane Patton Mar 12, 12:03 PM
From: Closed
To: L2 Review
Duration in Previous: 2d 1h
✔️
Status: Completed by Gavin Poole Mar 12, 1:24 PM
From: L2 Review, Completed
To: Completed, Closed
Duration in Previous: 1h 21m, 0m
📄
▶
3 Status: Ready to Bill Mar 13, 9:47 AM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-256464
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m

Bottlenecks

Awaiting Parts
Duration: 32.6 business days (threshold: 3.0 business days)
Exceeded by 29.6 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.6 business hours

🔗 Related Artifacts

📞
Case 00561388
Closed
📦
Parts Order 00088884
Closed
📦
Parts Order 00090460
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Jan 22, 2:03 PM
Invoice #
SM-256464

Work Details (5)

Name Type Status Qty Amount Date
WL-03112482 Labor Open 0.21666666666667 $29.75 Feb 19, 4:39 PM
WL-03131116 Parts Open 1 $24.30 Mar 5, 8:13 AM
WL-03131117 Expenses Open 1 $13.82 Mar 5, 8:13 AM
WL-03136922 Parts Open 1 $43.35 Mar 10, 8:49 AM
WL-03136923 Expenses Open 1 $15.20 Mar 10, 8:49 AM

Details