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WO-01351503 ↗ ServiceMax

Conviva Care Solutions (Humana) • Virtual Tech - Drop Shipment • P3

📍 Conviva Bayside #4084 — 4254 South Alameda St., Corpus Christi TX, 78412

Feb 13, 2026 → Mar 5, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 19, 2026
✗ SLA Missed (3 biz days late)
Active: 6 biz days
Paused: 7 biz days
Budget: 3 biz days
🕐 Clock stopped: Invoiced (Mar 5, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Feb 13 → Feb 25, 2026
7 business days (not counted)
▶ Clock Running
Status: L2 Review
Feb 25 → Feb 26, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: Completed
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
▶ Clock Running
Status: WO Correction Needed
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 1 of 3 biz days used
5d
▶ Clock Running
Status: L2 Review
Feb 26 → Mar 5, 2026
5 business days (counted)
Running total: 6 of 3 biz days used
▶ Clock Running
Status: Assigned
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 6 of 3 biz days used
Created: Feb 13, 2026 Invoiced: Mar 5, 2026
Business Days Used 6 / 3
0 3d budget +3d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 13 → Feb 13 Created ▶ Running 0 0 / 3
Feb 13 → Feb 25 Awaiting Parts ⏸ Paused 7 —
Feb 25 → Feb 26 L2 Review ▶ Running 1 1 / 3
Feb 26 → Feb 26 Completed ▶ Running 0 1 / 3
Feb 26 → Feb 26 WO Correction Needed ▶ Running 0 1 / 3
Feb 26 → Mar 5 L2 Review ▶ Running 5 6 / 3
Mar 5 → Mar 5 Assigned ▶ Running 0 6 / 3
Dispatch 0.0d
Material Management 8.0d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
8.0 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Feb 13, 2026 Due: Feb 17, 2026 Completed: Mar 5, 2026 (15 days late)
📅
14.0 days Total Age
⏱️
8.0d in Awaiting Parts Longest Stage
🔄
7 transitions Status Changes
⚠️
9.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00567831
follow up to WO-01328685
Closed
follow up to WO-01328685 Inspection #: 32258 Asset ID: 13246953 Serial #: 700038190186 Model: Welch Allyn - RV700B - RetinaVue 700 Imager Notes: Will not power on. Follow-up required. Recommend remove from service. Damaged Accessories – Emsar to ship replacement parts (Oral Probe, BP Tubing, BP Monitor Batteries, Power cords, Power Supply). Parts Needed- Emsar to follow up with quote for needed replacement part. Note: Unit will need a replacement battery Part number: 728132 Description: Diagnostic battery 7.2 V Lithium-Ion Battery for RetinaVue 700 Imager Also, the unit needs firmware update, but its behind a pay wall and customer IT will have to update the Firmware. IT will also have to connect to the unit to WiFi
Priority
Standard
Origin
Email
Reason
New Case
Contact
Megan Brewer
Owner
Leona Coonrod
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351503 (current) Invoiced
Virtual Tech - Drop Shipment • Virtual Tech
Created: Feb 13, 2026 • Closed: Mar 5, 2026
Completed with minor delays
Invoiced • 181 days old
🚨
Primary Delay 8.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 9.0 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
8.0d / 3.0d SLA
L2 Review
7.7d
Completed
0.0d / 1.0d SLA
WO Correction Needed
0.0d
Closed
5.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
parts ordered and shipped to site
🔍 Technician Findings
2/25/2026: Part still in transit
⚠️ Problem Description
follow up to WO-01328685 Inspection #: 32258 Asset ID: 13246953 Serial #: 700038190186 Model: Welch Allyn - RV700B - RetinaVue 700 Imager Notes: Will not power on. Follow-up required. Recommend remove from service. Damaged Accessories – Emsar to ship replacement parts (Oral Probe, BP Tubing, BP Monitor Batteries, Power cords, Power Supply). Parts Needed- Emsar to follow up with quote for needed replacement part. Note: Unit will need a replacement battery Part number: 728132 Description: Diagnostic battery 7.2 V Lithium-Ion Battery for RetinaVue 700 Imager Also, the unit needs firmware update, but its behind a pay wall and customer IT will have to update the Firmware. IT will also have to connect to the unit to WiFi https://www.ebiotrack.com/workorder.php?wo=71652

Timeline

📞
Case Linked Feb 12, 10:51 AM
Case Number: 00567831
Subject: follow up to WO-01328685
Status: Closed
📋
▶
3 Work Order Created Feb 13, 7:57 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090309
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⚠️ 8.0 business days
🔩
▶
2 2x Parts Added Feb 25, 1:24 PM
2x Parts Added → Status: L2 Review
👀
Status: L2 Review by Melissa Barrett
From: Awaiting Parts
To: L2 Review
Duration in Previous: 12d 5h
✔️
▶
4 Status: Completed Feb 26, 10:24 AM
Status: Completed → Labor Added → Status: WO Correction Needed → Status: L2 Review
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.016666666666667
✏️
Status: WO Correction Needed by Wendy Argueta
From: Completed
To: WO Correction Needed
Duration in Previous: 1m
👀
Status: L2 Review by Wendy Argueta
From: WO Correction Needed
To: L2 Review
Duration in Previous: 2m
⚠️ 6.0 business days
👷
▶
2 Technician Assigned Mar 5, 10:55 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Gavin Poole
From: L2 Review, Assigned
To: Assigned, Closed
Duration in Previous: 7d 0h, 0m
⚠️ 5.0 business days
📄
▶
2 Status: Ready to Bill Mar 11, 12:25 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256180

Bottlenecks

Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00567831
Closed
📦
Parts Order 00090309
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Drop Shipment
Branch
Edge
Technician
Virtual Tech
Scheduled
N/A
Created
Feb 13, 7:57 AM
Invoice #
SM-256180

Work Details (3)

Name Type Status Qty Amount Date
WL-03119501 Parts Open 1 $380.70 Feb 25, 1:24 PM
WL-03119502 Expenses Open 1 $14.14 Feb 25, 1:24 PM
WL-03120999 Labor Open 0.016666666666667 $29.75 Feb 26, 10:25 AM

Details