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← WO Overview

WO-01350572 ↗ ServiceMax

Conviva Care Solutions (Humana) • Inspection • PSM

📍 Conviva - Lakeland - 06679 — 3655 Innovation Drive, Lakeland FL, 33812

Feb 9, 2026 → Apr 21, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (36 biz days late)
Active: 50 biz days
🕐 Clock stopped: Completed (Apr 21, 2026)
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 17, 2026
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 5 of ? biz days used
35d
▶ Clock Running
Status: Scheduled
Feb 17 → Apr 7, 2026
35 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Reschedule
Apr 7 → Apr 7, 2026
0 business days (counted)
Running total: 40 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Apr 7 → Apr 21, 2026
10 business days (counted)
Running total: 50 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 21 → Apr 21, 2026
0 business days (counted)
Running total: 50 of ? biz days used
Created: Feb 9, 2026 Completed: Apr 21, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0
Feb 9 → Feb 17 Ready for Scheduling ▶ Running 5 5
Feb 17 → Feb 17 Assigned ▶ Running 0 5
Feb 17 → Apr 7 Scheduled ▶ Running 35 40
Apr 7 → Apr 7 Reschedule ▶ Running 0 40
Apr 7 → Apr 21 Scheduled ▶ Running 10 50
Apr 21 → Apr 21 Tech On Site ▶ Running 0 50
Dispatch 0.0d
Coordinators 53.0d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
53.0 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Feb 9, 2026 Due: Apr 30, 2026 Completed: Apr 21, 2026 (9 days early)
📅
50.7 days Total Age
⏱️
36.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
48.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566462
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 65 pieces https://www.ebiotrack.com/inspection.php?iid=32961 Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Eri Jacobs
Owner
Leona Coonrod
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350572 (current) Invoiced
Inspection • Anthony Wright
Created: Feb 9, 2026 • Closed: Apr 21, 2026
Completed with significant delays
Invoiced • 186 days old
🚨
Primary Delay 36.0 days stuck in "Scheduled"
⏱️
Total Delay 48.0 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
Ready for Scheduling
5.7d / 1.0d SLA
Scheduled
46.8d / 2.0d SLA
Reschedule
0.4d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/7/26 AJinerson - Received email back from POC Eri confirming tech visit for Tuesday, 4/21.

Sent email back confirming this is rescheduled now for Tuesday, 4/21 with eta between 930am-1130am.


4/7/26 AJinerson - Sent email to POC Eri regarding needing to reschedule tech visit, offering below dates for service asking which date works best:

Monday, 4/20 

Tuesday, 4/21

Wednesday, 4/22 

Thursday, 4/23 

Friday, 4/24 


4/7/26 AJinerson - Called site needing to reschedule due to tech covering repair in Jacksonville. Spoke with operator Jeff, who transferred me to site, spoke with Madison who said Eri is in meeting but gave my contact info for him to call back. 


2/17/26 AJinerson - Called site back to see if I could get in touch w/ Eri since call was dropped. Confirmed with Eri that he is now only over the 3655 Innovation Drive, Lakeland, FL site and confirmed scheduling tech visit for Wednesday, 4/8 with arrival between 930am-1130am. 

*site requested date*

POC onsite: Eri Jacobs 


2/17/26 AJinerson - Called Eri Jacobs regarding scheduling this service. 

Eri Jacobs was listed as the POC on the past due HCP WO-01314371, and confirmed scheduling for 2/17. However, Eri was not supposed to be the POC on WO-01314371, and thought he was scheduling for their other Lakeland, FL site. Was transferred to site but they disconnected me when trying to get me in touch with Eri. 


2/17/26 AJinerson - Called Eri Jacobs regarding scheduling this service. 

Eri Jacobs was listed as the POC on the past due HCP WO-01314371, and confirmed scheduling for 2/17. However, Eri was not supposed to be the POC on WO-01314371, and thought he was scheduling for their other Lakeland, FL site. 

🔧 Work Performed
4/21/26 AMW - Performed annual inspection on all medical equipment located. Total of 75 pieces of equipment inspected. 1 failure. Welch Allyn spot vital machine Asset #13237180 would not power on. POC would like a quote for repair. Notified POC of inspection findings and completion.
🔍 Technician Findings
4/21/26 AMW - Perform annual inspection on all medical equipment located. Notify POC of equipment status.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 65 pieces https://www.ebiotrack.com/inspection.php?iid=32961 Inspection Flag: This customer is VT/Full-Service. All parts orders and warranty inquires need to be handled by EMSAR.

Timeline

📞
Case Linked Feb 9, 6:00 AM
Case Number: 00566462
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Feb 9, 1:11 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⚠️ 6.0 business days
👷
▶
3 Technician Assigned Feb 17, 10:16 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 7d 21h, 0m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-04-08T13:30:00.000+0000
🚨 36.0 business days
🔄
Status: Reschedule by Abby Jinerson Apr 7, 10:02 AM
From: Scheduled
To: Reschedule
Duration in Previous: 48d 22h
🗓️
▶
2 Status: Scheduled Apr 7, 1:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-04-21T13:30:00.000+0000
🚨 11.0 business days
🔧
▶
2 Status: Tech On Site Apr 21, 8:24 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.5, 102
⏱️
3x Labor Added Apr 21, 9:54 AM
Type: Labor, Travel
Status: Open
Qty: 3.5, 0.75, 32
✔️
Status: Completed by Anthony Wright Apr 21, 1:39 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 15m
🏁
Status: Closed by Anthony Wright Apr 21, 4:11 PM
From: Completed
To: Closed
Duration in Previous: 2h 31m
📄
▶
2 Status: Ready to Bill Apr 22, 10:24 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 3.0 business days
🧾
Invoice Created Apr 24, 7:38 PM
Invoice Number: SM-259809

Bottlenecks

Ready for Scheduling
Duration: 5.7 business days (threshold: 1.0 business days)
Exceeded by 4.7 business days
Scheduled
Duration: 36.0 business days (threshold: 2.0 business days)
Exceeded by 34.0 business days
Scheduled
Duration: 10.8 business days (threshold: 2.0 business days)
Exceeded by 8.8 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours

🔗 Related Artifacts

📞
Case 00566462
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Anthony Wright
Scheduled
Apr 21, 9:30 AM
Created
Feb 9, 1:11 PM
Invoice #
SM-259809

Work Details (5)

Name Type Status Qty Amount Date
WL-03193853 Labor Open 1.5 $0.00 Apr 21, 8:26 AM
WL-03193854 Travel Open 102 - Apr 21, 8:26 AM
WL-03193930 Labor Open 3.5 $1,292.00 Apr 21, 9:54 AM
WL-03193931 Labor Open 0.75 $0.00 Apr 21, 9:54 AM
WL-03193932 Travel Open 32 - Apr 21, 9:54 AM

Details