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WO-01349881 ↗ ServiceMax

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

📍 Conviva Westland #1756 — 975 W 49th St, Hialeah FL, 33012

Feb 5, 2026 → Feb 19, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 10, 2026
✗ SLA Missed (1 biz days late)
Active: 4 biz days
Paused: 5 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Feb 5 → Feb 12, 2026
5 business days (not counted)
1d
▶ Clock Running
Status: Reschedule
Feb 12 → Feb 16, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 19, 2026
3 business days (counted)
Running total: 4 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 4 of 3 biz days used
Created: Feb 5, 2026 Completed: Feb 19, 2026
Business Days Used 4 / 3
0 3d budget +1d 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 12 Awaiting Parts ⏸ Paused 5 —
Feb 12 → Feb 16 Reschedule ▶ Running 1 1 / 3
Feb 16 → Feb 16 Assigned ▶ Running 0 1 / 3
Feb 16 → Feb 19 Scheduled ▶ Running 3 4 / 3
Feb 19 → Feb 19 Tech On Site ▶ Running 0 4 / 3
Dispatch 0.0d
Material Management 5.8d
Coordinators 5.0d
Field Work 0.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.8 days
Over SLA
Coordinators
5.0 days
Over SLA
Field Work
0.1 days
Created: Feb 5, 2026 Due: Feb 19, 2026 Completed: Feb 19, 2026 (on time)
📅
9.8 days Total Age
⏱️
5.8d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
5.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00565321
follow up to WO-01316383
Closed
follow up to WO-01316383 Inspection #: 31319 Asset ID: 13255417 Serial #: 150706112025 Model: Welch Allyn - 7670-01 Notes: Needle will not go to 0. Out of calibration. Equipment will not calibrate. Picture attached in WO
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mercedes Garcia
Owner
Virtual Tech
Created
Feb 4, 2026
Work Orders from this Case (1)
WO-01349881 (current) Invoiced
Virtual Tech - Field Repair • Elkin Barahona
Created: Feb 5, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 189 days old
🚨
Primary Delay 5.8 days stuck in "Awaiting Parts"
⏱️
Total Delay 5.8 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
5.8d / 3.0d SLA
Reschedule
2.0d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/18/26 RBerry- Updated due date based on parts. Removed delay code.


2/16/26 AJinerson - Called Mercedes and confirmed scheduling tech visit for Thursday, 2/19 with arrival between 8am-10am. Mercedes confirmed she has received the part today. 


2/16/26 AJinerson - Parts showing delivered today, 2/16



2/16/26 AJinerson - Parts ETA Monday, 2/16 by afternoon


🔧 Work Performed
02/19/2026 EBar. BP gauge replaced and tested. This unit is in working conditions.
🔍 Technician Findings
02/19/2026 EBar. Site scheduled to replace a BP gauge Exam 7 3th Floor.
⚠️ Problem Description
follow up to WO-01316383 Inspection #: 31319 Asset ID: 13255417 Serial #: 150706112025 Model: Welch Allyn - 7670-01 Notes: Needle will not go to 0. Out of calibration. Equipment will not calibrate. Picture attached in WO https://www.ebiotrack.com/workorder.php?wo=71452

Timeline

📞
Case Linked Feb 4, 1:49 PM
Case Number: 00565321
Subject: follow up to WO-01316383
Status: Closed
📋
▶
3 Work Order Created Feb 5, 12:32 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089789
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⚠️ 6.0 business days
🔩
▶
2 2x Parts Added Feb 12, 8:28 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 19h
⏳ 2.0 business days
👷
▶
4 Technician Assigned Feb 16, 3:16 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Abby Jinerson
From: Reschedule
To: Assigned
Duration in Previous: 4d 6h
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-19T13:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Elkin Barahona Feb 19, 8:05 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 16h
⏱️
▶
2 5x Labor Added Feb 19, 8:13 AM
5x Labor Added → Status: Completed
✔️
Status: Completed by Elkin Barahona
From: Tech On Site
To: Completed
Duration in Previous: 9m
🚗
Status: Tech Off Site by Elkin Barahona Feb 19, 9:03 AM
From: Completed, Tech Off Site
To: Tech Off Site, Closed
Duration in Previous: 47m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Feb 23, 1:49 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254668

Bottlenecks

Awaiting Parts
Duration: 5.8 business days (threshold: 3.0 business days)
Exceeded by 2.8 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00565321
Closed
📦
Parts Order 00089789
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Elkin Barahona
Scheduled
Feb 19, 8:00 AM
Created
Feb 5, 12:32 PM
Invoice #
SM-254668

Work Details (7)

Name Type Status Qty Amount Date
WL-03102529 Parts Open 1 $368.47 Feb 12, 8:28 AM
WL-03102530 Expenses Open 1 $27.43 Feb 12, 8:28 AM
WL-03111618 Labor Open 1 $119.00 Feb 19, 8:13 AM
WL-03111619 Labor Open 1 $0.00 Feb 19, 8:13 AM
WL-03111620 Labor Open 1 $119.00 Feb 19, 8:13 AM
WL-03111621 Travel Open 30 - Feb 19, 8:13 AM
WL-03111622 Travel Open 30 - Feb 19, 8:13 AM

Details