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← WO Overview

WO-01352592 ↗ ServiceMax

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

📍 Conviva - North Miami Beach — 1648 N.E. 163 Street, North Miami Beach FL, 33162

Feb 18, 2026 → Feb 26, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 23, 2026
✗ SLA Missed
Active: 1 biz days
Paused: 6 biz days
Budget: 3 biz days
🕐 Clock stopped: Tech Off Site (Feb 27, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts
Feb 18 → Feb 26, 2026
6 business days (not counted)
▶ Clock Running
Status: Reschedule
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 26 → Feb 27, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
Created: Feb 18, 2026 Tech Off Site: Feb 27, 2026
Business Days Used 1 / 3
0 3d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 18 → Feb 18 Created ▶ Running 0 0 / 3
Feb 18 → Feb 26 Awaiting Parts ⏸ Paused 6 —
Feb 26 → Feb 26 Reschedule ▶ Running 0 0 / 3
Feb 26 → Feb 26 Assigned ▶ Running 0 0 / 3
Feb 26 → Feb 27 Scheduled ▶ Running 1 1 / 3
Dispatch 0.0d
Material Management 6.9d
Coordinators 0.8d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.9 days
Over SLA
Coordinators
0.8 days
Field Work
0.0 days
Billing
0.0 days
Created: Feb 18, 2026 Due: Mar 3, 2026 Completed: Feb 27, 2026 (4 days early)
📅
7.2 days Total Age
⏱️
6.9d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
5.9d 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 #00569561
L2 review
Closed
Noticeable physical damage on device . Coiled cords have exposed cables NOTE This unit needs two coiled cords. Exam Room 5Damaged Accessories – Emsar to ship replacement parts
Priority
Standard
Origin
Email
Reason
New Case
Contact
Claudia Vasallo
Owner
Virtual Tech
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352592 (current) Invoiced
Virtual Tech - Field Repair • Elkin Barahona
Created: Feb 18, 2026 • Closed: Feb 26, 2026
Completed with minor delays
Invoiced • 176 days old
🚨
Primary Delay 6.9 days stuck in "Awaiting Parts"
⏱️
Total Delay 5.9 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
6.9d / 3.0d SLA
Reschedule
0.0d / 2.0d SLA
Scheduled
0.7d / 2.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/2/26 RBerry- Updated due date based on parts. Parts delivered on 2/25 but WO was not released to ASC until 2/26. Removed delay code.


2/26/26 AJinerson - Tech already onsite for this location, and confirmed site has received the parts order for this WO. Needs parts order accepted so tech can service repair while onsite.

🔧 Work Performed
02/26/26 EBar. I proceeded to replace the coiled cables on this biomedical unit. Safety tests were performed and passed within standards.
🔍 Technician Findings
02/26/26 EBar. Wall transformer with exposed cables. Welch Allyn - 777 ID 13229499 S/N N/A
⚠️ Problem Description
Noticeable physical damage on device . Coiled cords have exposed cables NOTE This unit needs two coiled cords. Exam Room 5Damaged Accessories – Emsar to ship replacement parts https://www.ebiotrack.com/workorder.php?wo=71766

Timeline

📞
Case Linked Feb 18, 8:27 AM
Case Number: 00569561
Subject: L2 review
Status: Closed
📋
▶
3 Work Order Created Feb 18, 12:09 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090611
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⚠️ 7.0 business days
🔩
▶
2 2x Parts Added Feb 26, 3:42 PM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Keith Fricke
From: Awaiting Parts
To: Reschedule
Duration in Previous: 8d 3h
👷
▶
3 Technician Assigned Feb 26, 3:58 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Abby Jinerson
From: Reschedule, Assigned
To: Assigned, Scheduled
Duration in Previous: 15m, 0m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-26T21:00:00.000+0000
🚗
▶
4 Status: Tech Off Site Feb 26, 9:54 PM
Status: Tech Off Site → Labor Added → Status: Completed → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Elkin Barahona
From: Tech Off Site
To: Completed
Duration in Previous: 3m
🏁
Status: Closed by Elkin Barahona
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.3 business days
📄
Status: Ready to Bill by Diane Patton Mar 3, 12:31 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 14h
📨
▶
2 Status: Invoice Pending Mar 3, 12:37 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255466

Bottlenecks

Awaiting Parts
Duration: 6.9 business days (threshold: 3.0 business days)
Exceeded by 3.9 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00569561
Closed
📦
Parts Order 00090611
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Elkin Barahona
Scheduled
Feb 26, 4:00 PM
Created
Feb 18, 12:09 PM
Invoice #
SM-255466

Work Details (3)

Name Type Status Qty Amount Date
WL-03121563 Parts Open 2 $531.90 Feb 26, 3:42 PM
WL-03121564 Expenses Open 1 $16.50 Feb 26, 3:42 PM
WL-03122369 Labor Open 1 $119.00 Feb 26, 9:55 PM

Details