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WO-01350174 ↗ ServiceMax

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

📍 Conviva Plant City #3619 — 228 W Alexander St, Plant City FL, 33563

Feb 6, 2026 → Feb 18, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 11, 2026
✗ SLA Missed
Active: 2 biz days
Paused: 5 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 18, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Feb 6 → Feb 13, 2026
5 business days (not counted)
1d
▶ Clock Running
Status: Reschedule
Feb 13 → Feb 17, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 2 of 3 biz days used
Created: Feb 6, 2026 Completed: Feb 18, 2026
Business Days Used 2 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0 / 3
Feb 6 → Feb 13 Awaiting Parts ⏸ Paused 5 —
Feb 13 → Feb 17 Reschedule ▶ Running 1 1 / 3
Feb 17 → Feb 17 Assigned ▶ Running 0 1 / 3
Feb 17 → Feb 18 Scheduled ▶ Running 1 2 / 3
Dispatch 0.0d
Material Management 6.0d
Coordinators 3.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.0 days
Over SLA
Coordinators
3.6 days
Created: Feb 6, 2026 Due: Feb 20, 2026 Completed: Feb 18, 2026 (2 days early)
📅
8.0 days Total Age
⏱️
6.0d in Awaiting Parts Longest Stage
🔄
6 transitions Status Changes
⚠️
5.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565993
EKG Print issue
Closed
Model: Burdick - ELI 250c Model Type: EKG Custom Field: Notes: Asset ID: 13252071 Site: Conviva Care Solutions (Humana) - Conviva Plant City #3619 Department:Depreciation Start Date:Physical Location: HallwayDepreciation Term: yrsSerial #: N/A Battery not holding Charge Model: Mortara Instrument, Inc - ELI 150C Model Type: EKG Custom Field: Tampa Notes: Asset ID: 20070529 Site: Conviva Care Solutions (Humana) - Conviva Plant City #3619 Department:Depreciation Start Date:Physical Location: Procedure RoomDepreciation Term: yrsSerial #: 120200001061
Priority
High
Origin
Phone
Reason
New Case
Contact
Denise Campis
Owner
Derek Reynolds
Created
Feb 6, 2026
Work Orders from this Case (2)
WO-01350171 Invoiced
Virtual Tech • Virtual Tech
Created: Feb 6, 2026 • Closed: Feb 6, 2026
WO-01350174 (current) Invoiced
Virtual Tech - Field Repair • Yves Dessin
Created: Feb 6, 2026 • Closed: Feb 18, 2026
Completed with minor delays
Invoiced • 188 days old
🚨
Primary Delay 6.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 5.3 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
6.0d / 3.0d SLA
Reschedule
2.0d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
1.6d / 2.0d SLA
Closed
3.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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


2/17/26 AJinerson - Called site to schedule tech visit now that parts have been delivered. Spoke with Amy and confirmed they have received this part today, 2/17 and confirmed scheduling tech visit for tomorrow, 2/18 with eta between 2pm-4pm. 

Confirmed correct address.

POC onsite: Ask for Amy 

Parts location: Part will be at the front desk w/ staff/Amy. 


2/17/26 AJinerson - Parts ETA to site 2/17 now.


2/16/26 AJinerson - As of 3:15 PM EST, still no update on parts. Still just showing "Monday" with no set date, and showing "on the way".



2/16/26 AJinerson - Parts ETA Monday, but still showing "on the way" but not "out for delivery" Possible delay.

🔧 Work Performed
replaced battery and installed battery ran ekfg functional test all passed plugged ekg to power to charge returned back to service
🔍 Technician Findings
found that battery charge was not holding
⚠️ Problem Description
Install new battery and perform full functional testing. Failure: Battery not holding Charge Model: Mortara Instrument, Inc - ELI 150C Model Type: EKG Custom Field: Tampa Notes: Asset ID: 20070529 Site: Conviva Care Solutions (Humana) - Conviva Plant City #3619 Department:Depreciation Start Date:Physical Location: Procedure RoomDepreciation Term: yrsSerial #: 120200001061 https://www.ebiotrack.com/workorder.php?wo=71473

Timeline

📞
Case Linked Feb 6, 9:25 AM
Case Number: 00565993
Subject: EKG Print issue
Status: Closed
📋
▶
3 Work Order Created Feb 6, 9:31 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089863
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
⚠️ 6.0 business days
🔩
▶
2 2x Parts Added Feb 13, 8:26 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 6d 22h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 17, 2:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Reschedule
To: Assigned
Duration in Previous: 4d 6h
🗓️
▶
2 Status: Scheduled Feb 17, 2:34 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-18T19:00:00.000+0000, 2026-02-18T19:30:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 2x Labor Added Feb 18, 4:58 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Yves Dessin
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 1d 2h, 0m
⏳ 3.9 business days
📄
Status: Ready to Bill by Diane Patton Feb 23, 9:55 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 4d 16h, 0m
🧾
Invoice Created Feb 23, 11:26 AM
Invoice Number: SM-254641

Bottlenecks

Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00565993
Closed
📦
Parts Order 00089863
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Yves Dessin
Scheduled
Feb 18, 2:30 PM
Created
Feb 6, 9:31 AM
Invoice #
SM-254641

Work Details (4)

Name Type Status Qty Amount Date
WL-03104561 Parts Open 1 $46.02 Feb 13, 8:26 AM
WL-03104562 Expenses Open 1 $25.99 Feb 13, 8:26 AM
WL-03110836 Labor Open 2 $238.00 Feb 18, 4:58 PM
WL-03110837 Labor Open 1 $119.00 Feb 18, 4:58 PM

Details