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WO-01350939 ↗ ServiceMax

Conviva Care Solutions (Humana) • Virtual Tech - Depot • PC

📍 Conviva Hallandale #3944 (#205318 ) — 1740 E. Hallandale Beach Blvd., Hallandale FL, 33009

Feb 10, 2026 → Jul 30, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 10, 2026
✗ SLA Missed (75 biz days late)
Active: 117 biz days
Paused: 1 biz days
🕐 Clock stopped: Invoiced (Jul 30, 2026)
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 10 → Feb 11, 2026
1 business day (not counted)
117d
▶ Clock Running
Status: On Hold
Feb 11 → Jul 30, 2026
117 business days (counted)
Running total: 117 of ? biz days used
▶ Clock Running
Status: Canceled
Jul 30 → Jul 30, 2026
0 business days (counted)
Running total: 117 of ? biz days used
▶ Clock Running
Status: On Hold
Jul 30 → Jul 30, 2026
0 business days (counted)
Running total: 117 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 30 → Jul 30, 2026
0 business days (counted)
Running total: 117 of ? biz days used
▶ Clock Running
Status: Closed
Jul 30 → Jul 30, 2026
0 business days (counted)
Running total: 117 of ? biz days used
Created: Feb 10, 2026 Invoiced: Jul 30, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0
Feb 10 → Feb 11 Awaiting Parts ⏸ Paused 1 —
Feb 11 → Jul 30 On Hold ▶ Running 117 117
Jul 30 → Jul 30 Canceled ▶ Running 0 117
Jul 30 → Jul 30 On Hold ▶ Running 0 117
Jul 30 → Jul 30 Assigned ▶ Running 0 117
Jul 30 → Jul 30 Closed ▶ Running 0 117
Dispatch 0.0d
Material Management 1.5d
Holding 117.8d (excluded)
Coordinators 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.5 days
Holding (excluded from total)
117.8 days
Coordinators
0.0 days
Billing
0.0 days
Created: Feb 10, 2026 Due: Apr 10, 2026 Completed: Jul 30, 2026 (110 days late)
📅
118.5 days Total Age
⏱️
117.8d in On Hold Longest Stage
🔄
7 transitions Status Changes
⚠️
2.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567166
EKG Leads Off -Depot Repair
Closed
Model: Burdick - ELI 250c Model Type: EKG Custom Field: Broward Notes: Tech replaced battery and leads/AQ Module still having issue. Can not reproduce in Field. Asset ID: 13202479 Site: Conviva Care Solutions (Humana) - Conviva Hallandale #3944 (#205318 ) Department:Depreciation Start Date:Physical Location: Triage RoomDepreciation Term: 0yrsSerial #: 118070612403 Model: Burdick - ELI 280 Model Type: EKG Custom Field: Broward Notes: Asset ID: 13202487 Asset # History: » 20074807 Site: Conviva Care Solutions (Humana) - Conviva Hallandale #3944 (#205318 ) Department:Depreciation Start Date:Physical Location: Nurse StationDepreciation Term: 0yrsSerial #: N/A
Priority
High
Origin
Phone
Reason
New Case
Contact
Olivia navarrote
Owner
Derek Reynolds
Created
Feb 10, 2026
Work Orders from this Case (2)
WO-01350926 Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Feb 10, 2026 • Closed: Jul 30, 2026
WO-01350939 (current) Invoiced
Virtual Tech - Depot • Ryan Schwochow
Created: Feb 10, 2026 • Closed: Jul 30, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 117.8 days stuck in "On Hold"
⏱️
Total Delay 2.0 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
Awaiting Parts
1.5d / 3.0d SLA
On Hold
117.8d
Assigned
0.0d / 0.5d SLA
Closed
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/30/26-RS; Sending reminder email with RL attached - On-Hold Awaiting equipment - 

duplicate WO-01350926
🔧 Work Performed
24 x 18 x 12" Corrugated Boxes Outbound 1Z01E3E70399602309 - Delivered 2/13/2026 Return 1Z01E3E79094017645 - Shipper created a label, UPS has not received the package yet.
🔍 Technician Findings
Customer vt approved the depot repair quote, and EMSAR provided a depot shipping kit and prepaid return label. The equipment was not received after multiple return notifications and automated hard-hold follow-ups. No equipment evaluation or repair service was performed. Work order closed for materials and shipping expenses incurred to date.
⚠️ Problem Description
Notes: Tech replaced battery and leads/AQ Module still having issue. Can not reproduce in Field Model: Burdick - ELI 280 Model Type: EKG Asset ID: 13202487 Serial #: - not provided - https://www.ebiotrack.com/workorder.php?wo=71560

Timeline

📞
Case Linked Feb 10, 2:48 PM
Case Number: 00567166
Subject: EKG Leads Off -Depot Repair
Status: Closed
📋
▶
3 Work Order Created Feb 10, 3:00 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090052
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🔩
▶
2 2x Parts Added Feb 11, 12:55 PM
2x Parts Added → Status: On Hold
⏸️
Status: On Hold by Sean Weaver
From: Awaiting Parts
To: On Hold
Duration in Previous: 21h 53m
🚨 118.0 business days
🚫
Status: Canceled by Ryan Schwochow Jul 30, 10:03 AM
From: On Hold, Canceled
To: Canceled, On Hold
Duration in Previous: 168d 20h, 0m
👷
▶
3 Technician Assigned Jul 30, 10:10 AM
Technician Assigned → Status: Assigned → Status: Closed
👷
Status: Assigned by Ryan Schwochow
From: On Hold
To: Assigned
Duration in Previous: 5m
🏁
Status: Closed by Ryan Schwochow
From: Assigned
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
▶
3 Status: Ready to Bill Aug 3, 11:34 AM
Status: Ready to Bill → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-269147
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m

Bottlenecks

Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00567166
Closed
📦
Parts Order 00090052
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Virtual Tech - Depot
Branch
Edge
Technician
Ryan Schwochow
Scheduled
N/A
Created
Feb 10, 3:00 PM
Invoice #
SM-269147

Work Details (2)

Name Type Status Qty Amount Date
WL-03100980 Parts Open 1 $3.86 Feb 11, 12:55 PM
WL-03100981 Expenses Open 1 $38.82 Feb 11, 12:55 PM

Details