Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352613 ↗ 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)
✗ SLA Missed (3d late)
Dispatch 0.0d
Material Management 1.7d
Coordinators 7.4d
Field Work 1.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.7 days
Coordinators
7.4 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
0.0 days
Created: Feb 18, 2026 Due: Feb 26, 2026 Completed: Feb 26, 2026 (on time)
📅
6.7 days Total Age
⏱️
5.0d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
6.6d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569683
follow up to WO-01312960
Closed
follow up to WO-01312960 Inspection #: 31005 Asset ID: 13229565 Serial #: N/A Model: Welch Allyn - 777 Notes: Noticeable physical damage on device Both coiled cords are with expose cables. Note: Damaged Accessories – Emsar to ship replacement parts Two coiled cords are needing.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Claudia Vasallo
Owner
Virtual Tech
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352613 (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 5.0 days stuck in "Assigned"
⏱️
Total Delay 6.6 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
1.7d / 3.0d SLA
Reschedule
2.0d / 2.0d SLA
Assigned
5.0d / 0.5d SLA
Scheduled
0.4d / 2.0d SLA
Tech On Site
1.1d / 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 shipping to site, ETA 2/23


🔧 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 13229565 S/N N/A
⚠️ Problem Description
follow up to WO-01312960 Inspection #: 31005 Asset ID: 13229565 Serial #: N/A Model: Welch Allyn - 777 Notes: Noticeable physical damage on device Both coiled cords are with expose cables. Note: Damaged Accessories – Emsar to ship replacement parts Two coiled cords are needing. https://www.ebiotrack.com/workorder.php?wo=71775

Timeline

📞
Case Linked Feb 18, 11:13 AM
Case Number: 00569683
Subject: follow up to WO-01312960
Status: Closed
📋
▶
3 Work Order Created Feb 18, 1:35 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090624
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🔩
▶
2 2x Parts Added Feb 19, 11:18 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by MELISSA BARRETT
From: Awaiting Parts
To: Reschedule
Duration in Previous: 21h 43m
👷
▶
2 Technician Assigned Feb 20, 9:44 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Reschedule
To: Assigned
Duration in Previous: 22h 25m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Feb 26, 9:04 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-26T17:00:00.000+0000
🔧
Status: Tech On Site by Elkin Barahona Feb 26, 11:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2h 40m
📅
▶
2 Dispatch Scheduled Feb 26, 8:42 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Elkin Barahona
From: Tech On Site
To: Scheduled
Duration in Previous: 8h 57m
📅
Dispatch Scheduled by Elkin Barahona Feb 26, 8:54 PM
Scheduled For: 2026-02-26T17:00:00.000+0000
⏱️
Labor Added Feb 26, 9:05 PM
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Elkin Barahona Feb 26, 9:12 PM
From: Scheduled, Completed, Tech Off Site
To: Completed, Tech Off Site, Closed
Duration in Previous: 29m, 0m
⏳ 3.3 business days
📄
▶
3 Status: Ready to Bill Mar 3, 12:34 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: 2m, 0m
🧾
Invoice Created
Invoice Number: SM-255466

Bottlenecks

Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.0 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00569683
Closed
📦
Parts Order 00090624
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Elkin Barahona
Scheduled
Feb 26, 12:00 PM
Created
Feb 18, 1:35 PM
Invoice #
SM-255466

Work Details (3)

Name Type Status Qty Amount Date
WL-03111943 Parts Open 2 $531.90 Feb 19, 11:18 AM
WL-03111944 Expenses Open 1 $16.50 Feb 19, 11:18 AM
WL-03122291 Labor Open 1 $119.00 Feb 26, 9:05 PM

Details