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WO-01349771 ↗ ServiceMax

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

📍 Conviva Plaza Linda #1761 — 10401 SW 40th Street, Miami FL, 33165

Feb 5, 2026 → Feb 17, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 10, 2026
✗ SLA Missed (4 biz days late)
Active: 7 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 5 → Feb 5, 2026
0 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
4d
▶ Clock Running
Status: Assigned
Feb 6 → Feb 12, 2026
4 business days (counted)
Running total: 5 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 12 → Feb 17, 2026
2 business days (counted)
Running total: 7 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 7 of 3 biz days used
Created: Feb 5, 2026 Completed: Feb 17, 2026
Business Days Used 7 / 3
0 3d budget +4d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 5 Created ▶ Running 0 0 / 3
Feb 5 → Feb 5 Awaiting Parts ⏸ Paused 0 —
Feb 5 → Feb 6 Reschedule ▶ Running 1 1 / 3
Feb 6 → Feb 12 Assigned ▶ Running 4 5 / 3
Feb 12 → Feb 17 Scheduled ▶ Running 2 7 / 3
Feb 17 → Feb 17 Tech On Site ▶ Running 0 7 / 3
Dispatch 0.0d
Material Management 0.5d
Coordinators 9.8d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.5 days
Coordinators
9.8 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Feb 5, 2026 Due: Feb 12, 2026 Completed: Feb 17, 2026 (4 days late)
📅
8.0 days Total Age
⏱️
5.0d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
6.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00565220
Follow up to WO-01327025
Closed
Follow up to WO-01327025 Inspection #: 31968 Asset ID: 13216083 Serial #: N/A Model: Welch Allyn - 767 Series Notes: Damaged Accessories – Emsar to ship replacement parts Coiled cords are broken. Noticeable physical damage on device This unit needs two Coiled cords.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Diana Munez
Owner
Virtual Tech
Created
Feb 4, 2026
Work Orders from this Case (1)
WO-01349771 (current) Invoiced
Virtual Tech - Field Repair • Elkin Barahona
Created: Feb 5, 2026 • Closed: Feb 17, 2026
Completed with minor delays
Invoiced • 189 days old
🚨
Primary Delay 5.0 days stuck in "Assigned"
⏱️
Total Delay 6.8 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
0.5d / 3.0d SLA
Reschedule
1.8d / 2.0d SLA
Assigned
5.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/12/26 AJinerson - Called Diana and confirmed scheduling tech visit for Tuesday, 2/17 with arrival between 12pm - 2pm. 

POC onsite: Diana or other lead MA. 

Arrival instructions: None - Elkin knows where to find them. 


2/11/26 AJinerson - Called Diana back but no answer, left VM regarding scheduling tech visit.


2/11/26 AJinerson - Received VM back from Diana asking to please schedule with specific tech: Elkin Barahona, and stated that they have received multiple parts. Ready to schedule. 


2/11/26 AJinerson - Sent email to Diana needing to confirm they have received the part onsite and ready to schedule.


2/11/26 AJinerson - Called and left 2nd VM regarding scheduling tech visit. 


02/09/2026 LHill-LM for Diana Munez at 7868319272 trying to schedule tech visit.


2/6/26 RBerry- Updated due date based on parts. Removed delay code.


2/6/26 AJinerson - Parts ETA to site 2/9 by end of day.


🔧 Work Performed
02/17/26 EBar. Parts replaced, Unit tested and returned to service.
🔍 Technician Findings
02/17/26 EBar. Noticeable physical damage on device This unit needs two Coiled cords. Asset ID: 13216083 Serial #: N/A Model: Welch Allyn - 767 Series
⚠️ Problem Description
Follow up to WO-01327025 Inspection #: 31968 Asset ID: 13216083 Serial #: N/A Model: Welch Allyn - 767 Series Notes: Damaged Accessories – Emsar to ship replacement parts Coiled cords are broken. Noticeable physical damage on device This unit needs two Coiled cords. https://www.ebiotrack.com/workorder.php?wo=71404

Timeline

📞
Case Linked Feb 4, 11:52 AM
Case Number: 00565220
Subject: Follow up to WO-01327025
Status: Closed
📋
▶
3 Work Order Created Feb 5, 8:47 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089766
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🔩
▶
2 2x Parts Added Feb 5, 12:34 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 3h 44m
👷
▶
2 Technician Assigned Feb 6, 8:48 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Reschedule
To: Assigned
Duration in Previous: 20h 13m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Feb 12, 10:57 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-17T17:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Abby Jinerson Feb 13, 1:46 PM
Scheduled For: 2026-02-17T16:30:00.000+0000
📅
Dispatch Scheduled by Abby Jinerson Feb 13, 2:21 PM
Scheduled For: 2026-02-17T17:30:00.000+0000, 2026-02-17T17:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Elkin Barahona Feb 17, 11:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 0h
⏱️
3x Labor Added Feb 17, 4:49 PM
Type: Labor, Travel
Status: Open
Qty: 0.41666666666667, 10
✔️
▶
2 Status: Completed Feb 17, 4:55 PM
Status: Completed → Status: Tech Off Site
🚗
Status: Tech Off Site by Elkin Barahona
From: Completed, Tech Off Site
To: Tech Off Site, Closed
Duration in Previous: 2m, 0m
⏳ 2.9 business days
📄
▶
2 Status: Ready to Bill Feb 19, 4:05 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🚨 97.0 business days
🧾
Invoice Created Jul 8, 5:27 PM
Invoice Number: SM-254398

Bottlenecks

Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00565220
Closed
📦
Parts Order 00089766
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Elkin Barahona
Scheduled
Feb 17, 12:00 PM
Created
Feb 5, 8:47 AM
Invoice #
SM-254398

Work Details (5)

Name Type Status Qty Amount Date
WL-03093076 Parts Open 2 $531.90 Feb 5, 12:34 PM
WL-03093077 Expenses Open 1 $18.11 Feb 5, 12:34 PM
WL-03109026 Labor Open 0.41666666666667 $119.00 Feb 17, 4:49 PM
WL-03109027 Labor Open 1 $119.00 Feb 17, 4:49 PM
WL-03109028 Travel Open 10 - Feb 17, 4:49 PM

Details