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WO-01339547 ↗ ServiceMax

Conviva Care Solutions (Humana) • Virtual Tech - Depot • PC

📍 Conviva - Kingsville — 227 W Kleberg, Kingsville TX, 78363

Jan 23, 2026 → Mar 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 27, 2026
✓ SLA Met (4 biz days early)
Active: 36 biz days
Paused: 4 biz days
🕐 Clock stopped: Invoiced (Mar 23, 2026)
▶ Clock Running
Status: Created
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 23 → Jan 23, 2026
0 business days (not counted)
13d
▶ Clock Running
Status: On Hold
Jan 23 → Feb 11, 2026
13 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 13 of ? biz days used
19d
▶ Clock Running
Status: Incomplete
Feb 11 → Mar 11, 2026
19 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: L2 Screening
Mar 11 → Mar 12, 2026
1 business day (counted)
Running total: 33 of ? biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Mar 12 → Mar 18, 2026
4 business days (not counted)
▶ Clock Running
Status: On Hold
Mar 18 → Mar 19, 2026
1 business day (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 19 → Mar 20, 2026
1 business day (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Completed
Mar 20 → Mar 20, 2026
0 business days (counted)
Running total: 35 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Mar 20 → Mar 20, 2026
0 business days (not counted)
▶ Clock Running
Status: On Hold
Mar 20 → Mar 23, 2026
1 business day (counted)
Running total: 36 of ? biz days used
Created: Jan 23, 2026 Invoiced: Mar 23, 2026
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Jan 23 → Jan 23 Created ▶ Running 0 0
Jan 23 → Jan 23 Awaiting Parts ⏸ Paused 0 —
Jan 23 → Feb 11 On Hold ▶ Running 13 13
Feb 11 → Feb 11 Assigned ▶ Running 0 13
Feb 11 → Feb 11 Tech On Site ▶ Running 0 13
Feb 11 → Mar 11 Incomplete ▶ Running 19 32
Mar 11 → Mar 12 L2 Screening ▶ Running 1 33
Mar 12 → Mar 18 Awaiting Parts ⏸ Paused 4 —
Mar 18 → Mar 19 On Hold ▶ Running 1 34
Mar 19 → Mar 20 Tech On Site ▶ Running 1 35
Mar 20 → Mar 20 Completed ▶ Running 0 35
Mar 20 → Mar 20 Awaiting Parts ⏸ Paused 0 —
Mar 20 → Mar 23 On Hold ▶ Running 1 36
Dispatch 1.5d
Material Management 5.2d
Holding 17.0d (excluded)
Field Work 1.5d
Incomplete 19.4d (excluded)
✓ SLA Met
Dispatch
1.5 days
Over SLA
Material Management
5.2 days
Over SLA
Holding (excluded from total)
17.0 days
Field Work
1.5 days
Over SLA
Incomplete (excluded from total)
19.4 days
Created: Jan 23, 2026 Due: Mar 27, 2026 Completed: Mar 23, 2026 (4 days early)
📅
41.0 days Total Age
⏱️
19.4d in Incomplete Longest Stage
🔄
13 transitions Status Changes
⚠️
3.3d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Samuel A Klein — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561594
<no subject>
Closed
EKG machine not working, some letters do not work, then information for patient unable to save to start EKG Model: GE Healthcare - MAC 2000 Model Type: EKG Asset ID: 6100585 Site: Conviva Care Solutions (Humana) - Conviva - Kingsville<https://www.ebiotrack.com/sites.php?sid=15998> Department: HALLWAY 3 Serial #: SJQ14281042PA
Priority
Standard
Origin
Email
Reason
New Case
Contact
Cynthia Alvarez
Owner
Virtual Tech
Created
Jan 23, 2026
Work Orders from this Case (1)
WO-01339547 (current) Invoiced
Virtual Tech - Depot • Samuel A Klein
Created: Jan 23, 2026 • Closed: Mar 23, 2026
Completed with minor delays
Invoiced • 202 days old
🚨
Primary Delay 19.4 days stuck in "Incomplete"
⏱️
Total Delay 3.3 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
5.2d / 3.0d SLA
On Hold
17.0d
Tech On Site
1.5d / 1.0d SLA
Incomplete
19.4d
L2 Screening
1.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.8d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/11 KHardison - Added Q-00032492 to WO for parts order.

🔧 Work Performed
Replaced MAC 2000 Keypad and reassembled back onto unit. Replaced the battery. Cleaned device externals Visual Inspection; Passed Printhead in good condition, printer verified, cleaned Electrical Safety Test; Passed Performance Tested EKG Leads @ 30, 60, 80, 120 BPM; Passed 120 VAC (± 10 VAC) = 112 VAC Ground Leakage Current measured >300µA; Passed Chassis Leakage Current measured >100µA; Passed Patient Cable Leakage to ground measured >100µA; Passed Patient Cable Leakage into leads measured >500µA; Passed Ground (earth) integrity (≤ 0.5 Ohms) ; passed Electrical Safety Test; Passed PM Completed
🔍 Technician Findings
Was able to duplicate issue and some of the keys on the keyboard are not functioning causing user to not be able to use some of the function of the EKG like saving patients to the unit. Unit will need a new keypad and also a new battery due to age. PLEASE QUOTE FOR: 1 x 2066261-008 1 x 2066261-085 2 Hours of Labor 3 x Shipping.
⚠️ Problem Description
Q-00032492, parts order. EKG machine not working, some letters do not work, then information for patient unable to save to start EKG Model: GE Healthcare - MAC 2000 Model Type: EKG Asset ID: 6100585 Site: Conviva Care Solutions (Humana) - Conviva - Kingsville Department: HALLWAY 3 Serial #: SJQ14281042PA https://www.ebiotrack.com/workorder.php?wo=71115

Timeline

📞
Case Linked Jan 23, 9:06 AM
Case Number: 00561594
Subject: <no subject>
Status: Closed
📋
▶
3 Work Order Created Jan 23, 11:09 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00088950
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🔩
▶
2 2x Parts Added Jan 23, 3:35 PM
2x Parts Added → Status: On Hold
⏸️
Status: On Hold by Melissa Barrett
From: Awaiting Parts
To: On Hold
Duration in Previous: 4h 23m
🚨 14.0 business days
👷
▶
2 Technician Assigned Feb 11, 3:21 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Samuel Klein
From: On Hold, Assigned
To: Assigned, Tech On Site
Duration in Previous: 18d 23h, 0m
⚠️
Status: Incomplete by Samuel Klein Feb 11, 3:26 PM
From: Tech On Site
To: Incomplete
Duration in Previous: 5m
🚨 20.0 business days
🔍
Status: L2 Screening by Kimberly Hardison Mar 11, 4:20 PM
From: Incomplete
To: L2 Screening
Duration in Previous: 27d 23h
📦
▶
2 Parts Requested Mar 12, 3:18 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Ryan Schwochow
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 22h 58m
⚠️ 5.0 business days
🔩
▶
2 3x Parts Added Mar 18, 8:39 AM
3x Parts Added → Status: On Hold
⏸️
Status: On Hold by John Rolston
From: Awaiting Parts
To: On Hold
Duration in Previous: 5d 17h
⏳ 2.0 business days
🔧
Status: Tech On Site by Samuel Klein Mar 19, 4:21 PM
From: On Hold
To: Tech On Site
Duration in Previous: 1d 7h
⏱️
2x Labor Added Mar 20, 2:34 PM
Type: Labor
Status: Open
Qty: 1
✔️
▶
3 Status: Completed Mar 20, 3:09 PM
Status: Completed → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00093065
Status: Closed
📦
Status: Awaiting Parts by Samuel Klein
From: Completed
To: Awaiting Parts
Duration in Previous: 3m
💵
▶
2 Expenses Added Mar 20, 3:27 PM
Expenses Added → Status: On Hold
⏸️
Status: On Hold by Audrey Tharp
From: Awaiting Parts
To: On Hold
Duration in Previous: 15m
⏳ 2.0 business days
🏁
Status: Closed by Ryan Schwochow Mar 23, 1:42 PM
From: On Hold
To: Closed
Duration in Previous: 2d 22h
⏳ 2.0 business days
📄
Status: Ready to Bill by Diane Patton Mar 24, 3:10 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1d 1h, 0m
🚨 84.0 business days
🧾
Invoice Created Jul 22, 11:34 AM
Invoice Number: SM-257357

Bottlenecks

L2 Screening
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours
Awaiting Parts
Duration: 4.6 business days (threshold: 3.0 business days)
Exceeded by 1.6 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.6 business hours
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.3 business hours

🔗 Related Artifacts

📞
Case 00561594
Closed
📦
Parts Order 00088950
Closed
📦
Parts Order 00092260
Closed
📦
Parts Order 00093065
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
Edge
Technician
Samuel A Klein
Scheduled
N/A
Created
Jan 23, 11:09 AM
Invoice #
SM-257357

Work Details (8)

Name Type Status Qty Amount Date
WL-03076929 Parts Open 1 $4.29 Jan 23, 3:35 PM
WL-03076930 Expenses Open 1 $0.00 Jan 23, 3:35 PM
WL-03148644 Parts Open 1 $638.44 Mar 18, 8:39 AM
WL-03148645 Parts Open 1 $543.87 Mar 18, 8:39 AM
WL-03148646 Expenses Open 1 $84.73 Mar 18, 8:39 AM
WL-03153233 Labor Open 1 $119.00 Mar 20, 2:34 PM
WL-03153234 Labor Open 1 $119.00 Mar 20, 2:34 PM
WL-03153354 Expenses Open 1 $38.00 Mar 20, 3:27 PM

Details