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WO-01352597 ↗ 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 (3 biz days late)
Active: 6 biz days
Paused: 1 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (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
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 18 → Feb 19, 2026
1 business day (not counted)
▶ Clock Running
Status: Reschedule
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
5d
▶ Clock Running
Status: Assigned
Feb 19 → Feb 26, 2026
5 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Tech On Site
Feb 26 → Feb 26, 2026
0 business days (counted)
Running total: 5 of 3 biz days used
▶ Clock Running
Status: Scheduled
Feb 26 → Feb 27, 2026
1 business day (counted)
Running total: 6 of 3 biz days used
Created: Feb 18, 2026 Completed: Feb 27, 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 18 → Feb 18 Created ▶ Running 0 0 / 3
Feb 18 → Feb 19 Awaiting Parts ⏸ Paused 1 —
Feb 19 → Feb 19 Reschedule ▶ Running 0 0 / 3
Feb 19 → Feb 26 Assigned ▶ Running 5 5 / 3
Feb 26 → Feb 26 Scheduled ▶ Running 0 5 / 3
Feb 26 → Feb 26 Tech On Site ▶ Running 0 5 / 3
Feb 26 → Feb 27 Scheduled ▶ Running 1 6 / 3
Dispatch 0.0d
Material Management 1.8d
Coordinators 7.1d
Field Work 0.8d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.8 days
Coordinators
7.1 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Feb 18, 2026 Due: Feb 27, 2026 Completed: Feb 26, 2026 (1 days early)
📅
6.8 days Total Age
⏱️
6.0d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
7.5d over Total Delay
📦
1 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 #00569620
L2 review
Closed
Damaged Accessories – Emsar to ship replacement parts , BP Monitor Batteries, This unit needs battery pack.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Claudia Vasallo
Owner
Virtual Tech
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352597 (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 6.0 days stuck in "Assigned"
⏱️
Total Delay 7.5 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
1.8d / 3.0d SLA
Reschedule
0.4d / 2.0d SLA
Assigned
6.0d / 0.5d SLA
Scheduled
0.7d / 2.0d SLA
Tech On Site
0.8d / 1.0d 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

2/26/26 AJinerson - Email logged on WO-01352597. Received email back from Claudia confirming tech visit for today, 2/26 for the WOs that they have already received parts for.

(6 our of 9) 2 WOs in awaiting parts, 1 part order not arriving until Friday 2/27.


2/25/26 AJinerson - Email logged on WO-01352597. Sent email to Claudia offering tech visit on Thurs. 2/26 with eta between 11am-1pm for all repairs that already have parts on-site. (some WOs still awaiting parts, but tech will be in area tomorrow and site has 8 WOs).


2/25/26 AJinerson - Call logged on WO-01352597. Called Claudia again to follow up and schedule tech visit for multiple repairs. No answer and mailbox is full. 


2/25/26 AJinerson - **Site has 8 repairs in total. 3 WOs still in "awaiting parts", 2 WOs showing parts delivered on-site 2/23, 2 WOs showing parts ETA to site 2/25, and 1 WO showing parts ETA is 1/26**


2/21/26 RBerry- Updated due date based on parts. Removed delay code.


2/20/26 AJinerson - Call logged on WO-01352597. Called Claudia to schedule repair WOs that have parts expected to be delivered next week and offer tech visit on Weds. 2/25. Mailbox is full and could not leave VM. 


2/20/26 AJinerson - Site has 8 repair WOs in total for different units, but only 3 in RFS due to all WOs having parts orders on them.


2/20/26 AJinerson - Parts ETA to site 2/24



2/19/26 AJinerson - No delivery ETA yet on parts.

Fedex Tracking:

444652765066



🔧 Work Performed
02/26/26 EBar. Battery pack installed., Monitor tested and calibrated.
🔍 Technician Findings
02/26/26 EBar. Unit no turn on. Welch Allyn - 4200B - Spot Vital Signs ID 13229509 S/N 201105037
⚠️ Problem Description
Damaged Accessories – Emsar to ship replacement parts , BP Monitor Batteries, This unit needs battery pack. https://www.ebiotrack.com/workorder.php?wo=71770

Timeline

📞
Case Linked Feb 18, 9:48 AM
Case Number: 00569620
Subject: L2 review
Status: Closed
📋
▶
3 Work Order Created Feb 18, 12:19 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090616
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🔩
▶
2 2x Parts Added Feb 19, 7:54 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 19h 34m
👷
▶
2 Technician Assigned Feb 19, 10:55 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Reschedule
To: Assigned
Duration in Previous: 3h 0m
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Feb 26, 9:01 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-26T16:00:00.000+0000
📅
Dispatch Scheduled by Abby Jinerson Feb 26, 9:12 AM
Scheduled For: 2026-02-26T16:30:00.000+0000
📅
▶
2 Dispatch Scheduled Feb 26, 11:06 AM
Dispatch Scheduled → Status: Tech On Site
🔧
Status: Tech On Site by Elkin Barahona
From: Scheduled
To: Tech On Site
Duration in Previous: 2h 5m
📅
▶
2 Dispatch Scheduled Feb 26, 5:15 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Elkin Barahona
From: Tech On Site
To: Scheduled
Duration in Previous: 6h 8m
📅
▶
2 Dispatch Scheduled Feb 26, 8:41 PM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Elkin Barahona
Scheduled For: 2026-02-26T16:00:00.000+0000
⏱️
▶
4 2x Labor Added Feb 26, 8:52 PM
2x Labor Added → Labor Added → Status: Completed → Status: Tech Off Site
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Elkin Barahona
From: Scheduled
To: Completed
Duration in Previous: 3h 40m
🚗
Status: Tech Off Site by Elkin Barahona
From: Completed, Tech Off Site
To: Tech Off Site, Closed
Duration in Previous: 1m, 0m
⏳ 3.4 business days
📄
Status: Ready to Bill by Diane Patton Mar 3, 12:32 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 15h
📨
▶
2 Status: Invoice Pending Mar 3, 12:37 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255466

Bottlenecks

Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00569620
Closed
📦
Parts Order 00090616
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Elkin Barahona
Scheduled
Feb 26, 11:00 AM
Created
Feb 18, 12:19 PM
Invoice #
SM-255466

Work Details (5)

Name Type Status Qty Amount Date
WL-03111606 Parts Open 1 $35.37 Feb 19, 7:54 AM
WL-03111607 Expenses Open 1 $16.76 Feb 19, 7:54 AM
WL-03122276 Labor Open 0.5 $59.50 Feb 26, 8:52 PM
WL-03122277 Travel Open 10 - Feb 26, 8:52 PM
WL-03122278 Labor Open 1 $119.00 Feb 26, 8:54 PM

Details