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← WO Overview

WO-01341045 ↗ ServiceMax

Conviva Care Solutions (Humana) • Virtual Tech - Field Repair • P3

📍 CC Fowler — 11531 N 56th St, Suite 103, Temple Terrace FL, 33634

Jan 30, 2026 → Mar 19, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 4, 2026
✗ SLA Missed (12 biz days late)
Active: 15 biz days
Paused: 18 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Mar 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸13d
⏸ Clock Paused
Status: Awaiting Parts
Jan 30 → Feb 19, 2026
13 business days (not counted)
3d
▶ Clock Running
Status: Reschedule
Feb 19 → Feb 24, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 24 → Feb 27, 2026
3 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
2d
▶ Clock Running
Status: On Hold
Feb 27 → Mar 3, 2026
2 business days (counted)
Running total: 8 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 3 → Mar 4, 2026
1 business day (counted)
Running total: 9 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 4 → Mar 4, 2026
0 business days (counted)
Running total: 9 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Mar 4 → Mar 9, 2026
3 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Mar 9 → Mar 9, 2026
0 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Tech Off Site
Mar 9 → Mar 9, 2026
0 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Incomplete
Mar 9 → Mar 9, 2026
0 business days (counted)
Running total: 12 of 3 biz days used
▶ Clock Running
Status: Completed
Mar 9 → Mar 9, 2026
0 business days (counted)
Running total: 12 of 3 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Mar 9 → Mar 16, 2026
5 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 16 → Mar 19, 2026
3 business days (counted)
Running total: 15 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 15 of 3 biz days used
▶ Clock Running
Status: Scheduled
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 15 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 15 of 3 biz days used
▶ Clock Running
Status: Scheduled
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 15 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 15 of 3 biz days used
Created: Jan 30, 2026 Tech Off Site: Mar 19, 2026
Business Days Used 15 / 3
0 3d budget +12d over
Show SLA Clock Detail (20 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0 / 3
Jan 30 → Feb 19 Awaiting Parts ⏸ Paused 13 —
Feb 19 → Feb 24 Reschedule ▶ Running 3 3 / 3
Feb 24 → Feb 27 Assigned ▶ Running 3 6 / 3
Feb 27 → Feb 27 Entered ▶ Running 0 6 / 3
Feb 27 → Mar 3 On Hold ▶ Running 2 8 / 3
Mar 3 → Mar 4 Ready for Scheduling ▶ Running 1 9 / 3
Mar 4 → Mar 4 Assigned ▶ Running 0 9 / 3
Mar 4 → Mar 9 Scheduled ▶ Running 3 12 / 3
Mar 9 → Mar 9 Tech On Site ▶ Running 0 12 / 3
Mar 9 → Mar 9 Tech Off Site ▶ Running 0 12 / 3
Mar 9 → Mar 9 Incomplete ▶ Running 0 12 / 3
Mar 9 → Mar 9 Completed ▶ Running 0 12 / 3
Mar 9 → Mar 16 Awaiting Parts ⏸ Paused 5 —
Mar 16 → Mar 19 Reschedule ▶ Running 3 15 / 3
Mar 19 → Mar 19 Assigned ▶ Running 0 15 / 3
Mar 19 → Mar 19 Scheduled ▶ Running 0 15 / 3
Mar 19 → Mar 19 Tech On Site ▶ Running 0 15 / 3
Mar 19 → Mar 19 Scheduled ▶ Running 0 15 / 3
Mar 19 → Mar 19 Tech On Site ▶ Running 0 15 / 3
Dispatch 0.0d
Material Management 19.1d
Holding 2.8d (excluded)
Coordinators 16.8d
Field Work 1.0d
Incomplete 0.0d (excluded)
✗ SLA Missed
Dispatch
0.0 days
Material Management
19.1 days
Over SLA
Holding (excluded from total)
2.8 days
Coordinators
16.8 days
Over SLA
Field Work
1.0 days
Incomplete (excluded from total)
0.0 days
Created: Jan 30, 2026 Due: Feb 24, 2026 Completed: Mar 19, 2026 (22 days late)
📅
33.6 days Total Age
⏱️
13.6d in Awaiting Parts Longest Stage
🔄
20 transitions Status Changes
⚠️
22.9d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (2 reschedules)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Joseph Anderson — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 9, 2026
Visit 2 Mar 19, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563819
Follow up to WO-01314385
Closed
Follow up to WO-01314385 Inspection #: 31112 Asset ID: 13219033 Serial #: 118527-0012 Model: UMF Medical - 5240 Notes: Noticeable physical damage on device Parts Needed- Emsar to follow up with quote for needed replacement part. Handle that connects from actuator to bed for movement is broken.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Anibal Negron
Owner
Virtual Tech
Created
Jan 30, 2026
Work Orders from this Case (2)
WO-01341020 Canceled
Virtual Tech - Field Repair
Created: Jan 30, 2026
WO-01341045 (current) Invoiced
Virtual Tech - Field Repair • Joseph Anderson
Created: Jan 30, 2026 • Closed: Mar 19, 2026
Completed with significant delays
Invoiced • 195 days old
🚨
Primary Delay 13.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 22.9 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
19.1d / 3.0d SLA
Reschedule
7.3d / 2.0d SLA
Assigned
3.6d / 0.5d SLA
On Hold
2.8d
Ready for Scheduling
2.0d / 1.0d SLA
Scheduled
3.9d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Incomplete
0.0d
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/19/26 AJinerson - Called secondary number - POC onsite: Karla Diaz - P: (813) 692-7009 ext: 3110. Went through prompts still with no option to choose extension. Spoke to Karla and confirmed tech visit today, 3/19 with eta between 1pm-2pm. 

Karla will be onsite with parts. 


3/19/26 AJinerson - Called and left VM for site regarding scheduling service. We have tech available today, 3/19. 


3/16/26 AJinerson - WO went into reschedule status on 3/16 and showing parts delivery on 3/16





3/10/2026 Sramen - found in awaiting parts with a serviced date and closed date. cleared both timestamps.

3/4/26 AJinerson - Sent email to POC Karla confirming tech visit for Mon. 3/9 between 1pm-3pm.

Asking for below info.

POC:

Arrival instructions:

Part location:


3/4/26 AJinerson - Received email back from POC Karla confirming tech visit on Mon. 3/9 - they have parts - they will be open from 8am-4pm.


3/4/26 AJinerson - Sent email to POC Karla offering tech visit on Mon. 3/9.


3/4/26 AJinerson - Called new POC Karla Diaz and left VM regarding scheduling repair service. 


3/3/26 AJinerson - WO was just released back into backlog on 3/3 with updated contact info.


2/27/26 AJinerson - Clearing tech name to escalate to ASM for better contact info. 


2/27/26 AJinerson - Called secondary contact Karen Gerena at (813) 957-2961 who said she is no longer with this company. Please remove her as a contact affiliated with this location. Sent message to ASM.


2/26/26 AJinerson - Sent follow up email to Anibal offering tech visit on Tuesday, 3/3 with arrival between 2pm-4pm.


2/24/26 AJinerson - Sent email to Anibal offering tech visit on Tuesday, 3/3 with arrival between 2pm-4pm. This is the soonest tech will be available and in the area to cover this, as this is a 4-5 hour round trip and tech is already scheduled through 3/3.


2/21/26 RBerry- Updated due date based on parts and when WO was released to ASC. Removed delay code.


2/20/26 AJinerson - WO just flipped to reschedule status on 2/19 w/ parts order, but parts were delivered on 2/18. WO released after parts delivered on-site.


🔧 Work Performed
3/9/26 Replaced short rod handle, still can’t move back up/down due to cylinder needed to be replaced as well. Top part of cylinder where rod connects for movement of the cylinder is broken as well. I’ve attached photo. EMSAR to reach out to customer with quote for part and repair. 3/19/26 Replaced cylinder, tested for movement and made sure locked into place at desired position. Had to adjust cylinder rod to lock into place, now working properly. Also performed in service for customer to make sure they knew how to operate properly.
🔍 Technician Findings
Short rod handle replacement, cylinder going to need to be replaced as well.
⚠️ Problem Description
Follow up to WO-01314385 Inspection #: 31112 Asset ID: 13219033 Serial #: 118527-0012 Model: UMF Medical - 5240 Notes: Noticeable physical damage on device Parts Needed- Emsar to follow up with quote for needed replacement part. Handle that connects from actuator to bed for movement is broken. https://www.ebiotrack.com/workorder.php?wo=71289

Timeline

📞
Case Linked Jan 30, 11:39 AM
Case Number: 00563819
Subject: Follow up to WO-01314385
Status: Closed
📋
▶
3 Work Order Created Jan 30, 2:32 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089405
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 14.0 business days
🔩
▶
2 2x Parts Added Feb 19, 4:48 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 20d 2h
⏳ 3.9 business days
👷
▶
2 Technician Assigned Feb 24, 4:50 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Reschedule
To: Assigned
Duration in Previous: 5d 0h
⏳ 3.9 business days
🆕
Status: Entered by Abby Jinerson Feb 27, 12:27 PM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 2d 19h, 0m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Dylan Nakoff Mar 3, 9:05 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 3d 20h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Mar 4, 10:24 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 1h
📅
▶
2 Dispatch Scheduled Mar 4, 12:58 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 2h 34m
📅
Dispatch Scheduled by Abby Jinerson Mar 5, 12:15 PM
Scheduled For: 2026-03-09T15:00:00.000+0000, 2026-03-09T16:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Joseph Anderson Mar 9, 2:10 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 0h
🚗
▶
4 3x Travel Added Mar 9, 3:14 PM
3x Travel Added → Labor Added → Status: Tech Off Site → Status: Incomplete
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.1166666666667
🚗
Status: Tech Off Site by Joseph Anderson
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 6m
⚠️
Status: Incomplete by Joseph Anderson
From: Completed, Tech Off Site
To: Incomplete, Completed
Duration in Previous: 1m, 0m
📦
▶
2 Parts Requested Mar 9, 3:28 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Wendy Argueta
From: Incomplete
To: Awaiting Parts
Duration in Previous: 10m
⚠️ 6.0 business days
🔩
▶
2 2x Parts Added Mar 16, 8:46 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 17h
⏳ 4.0 business days
👷
▶
2 Technician Assigned Mar 19, 11:49 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Reschedule
To: Assigned
Duration in Previous: 3d 3h
📅
▶
2 Dispatch Scheduled Mar 19, 11:55 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 5m
🔧
Status: Tech On Site by Joseph Anderson Mar 19, 12:43 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 48m
📅
▶
2 Dispatch Scheduled Mar 19, 12:57 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Tech On Site
To: Scheduled
Duration in Previous: 14m
🔧
Status: Tech On Site by Joseph Anderson Mar 19, 1:25 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 28m
⏱️
▶
2 3x Labor Added Mar 19, 1:33 PM
3x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Joseph Anderson
From: Tech On Site, Tech Off Site
To: Tech Off Site, Completed
Duration in Previous: 8m, 0m
🏁
Status: Closed by Joseph Anderson Mar 19, 7:57 PM
From: Completed
To: Closed
Duration in Previous: 6h 23m
⏳ 2.5 business days
📄
Status: Ready to Bill by Diane Patton Mar 23, 5:01 PM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 3d 21h, 0m
🚨 15.9 business days
🧾
Invoice Created Apr 13, 10:31 AM
Invoice Number: SM-257302

Bottlenecks

Awaiting Parts
Duration: 13.6 business days (threshold: 3.0 business days)
Exceeded by 10.6 business days
Reschedule
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Assigned
Duration: 3.3 business days (threshold: 4.0 business hours)
Exceeded by 2.8 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Awaiting Parts
Duration: 5.6 business days (threshold: 3.0 business days)
Exceeded by 2.6 business days
Reschedule
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00563819
Closed
📦
Parts Order 00089405
Closed
📦
Parts Order 00091836
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Joseph Anderson
Scheduled
Mar 19, 1:00 PM
Created
Jan 30, 2:32 PM
Invoice #
SM-257302

Work Details (11)

Name Type Status Qty Amount Date
WL-03112508 Parts Open 1 $53.77 Feb 19, 4:48 PM
WL-03112509 Expenses Open 1 $29.10 Feb 19, 4:48 PM
WL-03136111 Travel Open 66 - Mar 9, 3:14 PM
WL-03136112 Labor Open 1.2166666666667 $148.75 Mar 9, 3:14 PM
WL-03136113 Labor Open 0.51666666666667 $0.00 Mar 9, 3:14 PM
WL-03136124 Labor Open 1.1166666666667 $148.75 Mar 9, 3:17 PM
WL-03145186 Parts Open 1 $165.65 Mar 16, 8:46 AM
WL-03145187 Expenses Open 1 $25.51 Mar 16, 8:46 AM
WL-03151364 Labor Open 0.85 $119.00 Mar 19, 1:33 PM
WL-03151365 Labor Open 0.8 $119.00 Mar 19, 1:33 PM
WL-03151366 Travel Open 31 - Mar 19, 1:33 PM

Details