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WO-01351507 ↗ ServiceMax

Conviva Care Solutions (Humana) • Repair • P3

📍 Conviva Liberty City #2233 — 6269 NW 7th Ave, Miami FL, 33150

Feb 13, 2026 → Feb 25, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 19, 2026
✗ SLA Missed (2 biz days late)
Active: 5 biz days
Paused: 2 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 25, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Feb 13 → Feb 18, 2026
2 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
3d
▶ Clock Running
Status: Assigned
Feb 18 → Feb 23, 2026
3 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Entered
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 3 of 3 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 25, 2026
2 business days (counted)
Running total: 5 of 3 biz days used
Created: Feb 13, 2026 Completed: Feb 25, 2026
Business Days Used 5 / 3
0 3d budget +2d 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 18 Awaiting Parts ⏸ Paused 2 —
Feb 18 → Feb 18 Reschedule ▶ Running 0 0 / 3
Feb 18 → Feb 23 Assigned ▶ Running 3 3 / 3
Feb 23 → Feb 23 Entered ▶ Running 0 3 / 3
Feb 23 → Feb 23 Assigned ▶ Running 0 3 / 3
Feb 23 → Feb 25 Scheduled ▶ Running 2 5 / 3
Dispatch 0.0d
Material Management 3.0d
Coordinators 6.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.0 days
Coordinators
6.4 days
Over SLA
Created: Feb 13, 2026 Due: Feb 25, 2026 Completed: Feb 25, 2026 (on time)
📅
8.0 days Total Age
⏱️
4.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
4.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567958
follow up to WO-01318118
Closed
follow up to WO-01318118 Inspection #: 31556 Asset ID: 20081210 Serial #: 5000046617 Model: Health O Meter - 500KL Notes: Noticeable physical damage on device Damaged TOUCH PANEL IS BROKEN Accessories – Emsar to ship replacement parts
Priority
Standard
Origin
Email
Reason
New Case
Contact
Carmen White
Owner
Virtual Tech
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351507 (current) Invoiced
Repair • Yves Dessin
Created: Feb 13, 2026 • Closed: Feb 25, 2026
Completed with minor delays
Invoiced • 182 days old
🚨
Primary Delay 4.0 days stuck in "Assigned"
⏱️
Total Delay 4.9 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
3.0d / 3.0d SLA
Reschedule
0.1d / 2.0d SLA
Assigned
4.0d / 0.5d SLA
Scheduled
2.3d / 2.0d SLA
Closed
2.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23/26 AJinerson -Email logged on WO-01351507. Sent email to Carmen confirming we have tech scheduled to visit on Weds. 2/25 between 9am-11am arrival. Asking for arrival instructions and parts location.


2/23/26 AJinerson - Discussed w/ tech SUP during scheduling call. Per tech sup, just send tech on-site on Wednesday, 2/25 for all 11 repairs since parts showing delivered and tech is in area to assist w/ HCP work this week.


2/23/26 AJinerson - Call logged on WO-01351507. Called site number at 17869772944. Received "office currently closed" message with no option to leave VM. 


2/20/26 AJinerson - Email logged on WO-01351507. Sent 2nd email to Carmen offering tech visit on Monday, 2/23 with arrival between 9am-11am. (for YDessin to come down and assist w/ HCP).


2/20/26 AJinerson - Call logged on WO-01351507. Called site number directly to schedule tech visit to see if we could schedule for Monday, 2/23. Carmen was not in office, but staff took message to have her call us back to schedule.


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


2/18/26 AJinerson - Email logged on WO-01351507. Sent email to Carmen offering tech visit on Monday, 2/23 with arrival between 9am-11am since all parts not arriving until Friday, 2/20.


2/18/26 AJinerson - Site has 11 repair WOs sending parts. Parts ETA is Friday, 2/20 by end of day on-site.


🔧 Work Performed
touch panels replaced returned back to service
🔍 Technician Findings
touch panels replaced returned back to service
⚠️ Problem Description
follow up to WO-01318118 Inspection #: 31556 Asset ID: 20081210 Serial #: 5000046617 Model: Health O Meter - 500KL Notes: Noticeable physical damage on device Damaged TOUCH PANEL IS BROKEN Accessories – Emsar to ship replacement parts https://www.ebiotrack.com/workorder.php?wo=71653

Timeline

📞
Case Linked Feb 12, 1:46 PM
Case Number: 00567958
Subject: follow up to WO-01318118
Status: Closed
📋
▶
3 Work Order Created Feb 13, 8:06 AM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090310
Status: Closed
📦
Status: Awaiting Parts by Wendy Argueta
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⏳ 3.0 business days
🔩
▶
2 2x Parts Added Feb 18, 9:14 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 5d 1h
👷
▶
2 Technician Assigned Feb 18, 9:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Reschedule
To: Assigned
Duration in Previous: 32m
⏳ 4.0 business days
👷
▶
2 Technician Assigned Feb 23, 4:11 PM
Technician Assigned → Status: Entered
🆕
Status: Entered by Abby Jinerson
From: Assigned, Entered
To: Entered, Assigned
Duration in Previous: 5d 6h, 0m
🗓️
▶
2 Status: Scheduled Feb 23, 4:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-25T13:00:00.000+0000
📅
Dispatch Scheduled by Abby Jinerson Feb 23, 4:25 PM
Scheduled For: 2026-02-25T19:30:00.000+0000, 2026-02-25T19:00:00.000+0000
⏳ 2.9 business days
⏱️
▶
2 Labor Added Feb 25, 6:13 PM
Labor Added → Status: Completed
✔️
Status: Completed by Yves Dessin
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 2d 1h, 0m
⏳ 2.7 business days
📄
▶
3 Status: Ready to Bill Feb 28, 12:52 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-255244

Bottlenecks

Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.7 business hours
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00567958
Closed
📦
Parts Order 00090310
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Repair
Branch
Edge
Technician
Yves Dessin
Scheduled
Feb 25, 2:00 PM
Created
Feb 13, 8:06 AM
Invoice #
SM-255244

Work Details (3)

Name Type Status Qty Amount Date
WL-03109946 Parts Open 6 $47.10 Feb 18, 9:14 AM
WL-03109947 Expenses Open 1 $30.31 Feb 18, 9:14 AM
WL-03120034 Labor Open 0.5 $59.50 Feb 25, 6:13 PM

Details