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WO-01352606 ↗ 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 3 business days from creation
Target: Feb 23, 2026
🕐 Clock stopped: Completed (Feb 27)
⏸ 7d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.0d
Material Management 6.7d
Coordinators 1.1d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.7 days
Over SLA
Coordinators
1.1 days
Field Work
0.6 days
Billing
0.0 days
Created: Feb 18, 2026 Due: Mar 3, 2026 Completed: Feb 27, 2026 (4 days early)
📅
7.1 days Total Age
⏱️
6.7d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
5.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Elkin Barahona — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 26, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569680
follow up to WO-01312960
Closed
follow up to WO-01312960 Inspection #: 31005 Asset ID: 13229491 Serial #: 200511414 Model: Welch Allyn - 42NTB Notes: Damaged Accessories – Emsar to ship replacement parts BP Monitor Batteries, .NOTE NOTE This BP monitor needs battery pack Out of range.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Claudia Vasallo
Owner
Virtual Tech
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352606 (current) Invoiced
Virtual Tech - Field Repair • Elkin Barahona
Created: Feb 18, 2026 • Closed: Feb 26, 2026
Completed with minor delays
Invoiced • 85 days old
🚨
Primary Delay 6.7 days stuck in "Awaiting Parts"
⏱️
Total Delay 5.7 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
6.7d / 3.0d SLA
Reschedule
0.6d / 2.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
0.5d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Tech Off Site
0.0d / 2.0d 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 to site on 2/24 but WO was not released to ASC until 2/26


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.


2/26/26 AJinerson - WO went into reschedule on 2/26 but parts delivered 2/24.


🔧 Work Performed
02/26/26 EBar. Battery pack installed., Monitor tested and calibrated and date Update
🔍 Technician Findings
02/26/26 EBar. Unit no turn on. Welch Allyn - 42NTB 13229491 200511414
⚠️ Problem Description
follow up to WO-01312960 Inspection #: 31005 Asset ID: 13229491 Serial #: 200511414 Model: Welch Allyn - 42NTB Notes: Damaged Accessories – Emsar to ship replacement parts BP Monitor Batteries, .NOTE NOTE This BP monitor needs battery pack Out of range. https://www.ebiotrack.com/workorder.php?wo=71774

Timeline

📞
Case Linked Feb 18, 11:04 AM
Case Number: 00569680
Subject: follow up to WO-01312960
Status: Closed
📋
▶
3 Work Order Created Feb 18, 1:31 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090622
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⚠️ 7.0 business days
🔩
▶
2 2x Parts Added Feb 26, 8:36 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 7d 19h
👷
▶
4 Technician Assigned Feb 26, 1:14 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Abby Jinerson
From: Reschedule
To: Assigned
Duration in Previous: 4h 37m
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-26T20:00:00.000+0000
📅
Dispatch Scheduled by Elkin Barahona Feb 26, 2:19 PM
Scheduled For: 2026-02-26T21:00:00.000+0000
🔧
▶
2 Status: Tech On Site Feb 26, 4:16 PM
Status: Tech On Site → Dispatch Scheduled
📅
Dispatch Scheduled by Elkin Barahona
Scheduled For: 2026-02-26T22:00:00.000+0000
📅
▶
2 Dispatch Scheduled Feb 26, 5:13 PM
Dispatch Scheduled → Status: Tech On Site
🔧
Status: Tech On Site by Elkin Barahona
From: Scheduled
To: Tech On Site
Duration in Previous: 59m
⏱️
▶
3 2x Labor Added Feb 26, 10:05 PM
2x Labor Added → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor, Expenses
Status: Open
Qty: 1.25
✔️
Status: Completed by Elkin Barahona
From: Tech On Site, Completed
To: Completed, Tech Off Site
Duration in Previous: 4h 53m, 0m
🏁
Status: Closed by Elkin Barahona Feb 26, 10:11 PM
From: Tech Off Site
To: Closed
Duration in Previous: 1m
⏳ 3.2 business days
📄
▶
3 Status: Ready to Bill Mar 3, 12:33 PM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 3m, 0m
🧾
Invoice Created
Invoice Number: SM-255466

Bottlenecks

Awaiting Parts
Duration: 6.7 business days (threshold: 3.0 business days)
Exceeded by 3.7 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00569680
Closed
📦
Parts Order 00090622
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Elkin Barahona
Scheduled
Feb 26, 5:30 PM
Created
Feb 18, 1:31 PM
Invoice #
SM-255466

Work Details (6)

Name Type Status Qty Amount Date
WL-03120834 Parts Open 1 $35.37 Feb 26, 8:36 AM
WL-03120835 Expenses Open 1 $16.76 Feb 26, 8:36 AM
WL-03122399 Labor Open 1 $119.00 Feb 26, 10:05 PM
WL-03122401 Travel Open 30 - Feb 26, 10:05 PM
WL-03122403 Labor Open 1.25 $0.00 Feb 26, 10:09 PM
WL-03122404 Expenses Open 1 $0.00 Feb 26, 10:09 PM

Details