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WO-01352625 ↗ 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)
1d
▶ Clock Running
Status: Reschedule
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
4d
▶ Clock Running
Status: Assigned
Feb 20 → Feb 26, 2026
4 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 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 (6 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 20 Reschedule ▶ Running 1 1 / 3
Feb 20 → Feb 26 Assigned ▶ Running 4 5 / 3
Feb 26 → Feb 26 Scheduled ▶ Running 0 5 / 3
Feb 26 → Feb 27 Tech On Site ▶ Running 1 6 / 3
Dispatch 0.0d
Material Management 1.6d
Coordinators 7.4d
Field Work 1.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.6 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 27, 2026 (on time)
📅
6.9 days Total Age
⏱️
5.0d in Assigned Longest Stage
🔄
8 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 #00569687
L2 review
Closed
Out of range. Damaged Accessories – Emsar to ship replacement parts Two coiled cords broken NOTE Two coiled cords to replace Welch Allyn - 777
Priority
Standard
Origin
Email
Reason
New Case
Contact
Claudia Vasallo
Owner
Virtual Tech
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352625 (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 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
1.6d / 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 13229563 S/N N/A
⚠️ Problem Description
Out of range. Damaged Accessories – Emsar to ship replacement parts Two coiled cords broken NOTE Two coiled cords to replace Welch Allyn - 777 https://www.ebiotrack.com/workorder.php?wo=71777

Timeline

📞
Case Linked Feb 18, 11:25 AM
Case Number: 00569687
Subject: L2 review
Status: Closed
📋
▶
3 Work Order Created Feb 18, 1:58 PM
Work Order Created → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090629
Status: Closed
📦
Status: Awaiting Parts by Derek Reynolds
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🔩
▶
2 2x Parts Added Feb 19, 11:16 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by Melissa Barrett
From: Awaiting Parts
To: Reschedule
Duration in Previous: 21h 17m
👷
▶
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 28m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Feb 26, 9:05 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-02-26T18:00:00.000+0000
📅
Dispatch Scheduled by Abby Jinerson Feb 26, 9:13 AM
Scheduled For: 2026-02-26T17:30:00.000+0000
🔧
Status: Tech On Site by Elkin Barahona Feb 26, 12:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3h 27m
⏱️
Labor Added Feb 26, 9:15 PM
Type: Labor
Status: Open
Qty: N/A
✔️
Status: Completed by Elkin Barahona Feb 26, 9:20 PM
From: Tech On Site, Completed, Tech Off Site
To: Completed, Tech Off Site, Closed
Duration in Previous: 8h 48m, 0m
⏳ 3.3 business days
📄
▶
2 Status: Ready to Bill Mar 3, 12:35 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Diane Patton
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1m, 0m
🚨 89.0 business days
🧾
Invoice Created Jul 8, 5:27 PM
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 0.8 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00569687
Closed
📦
Parts Order 00090629
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Elkin Barahona
Scheduled
Feb 26, 12:30 PM
Created
Feb 18, 1:58 PM
Invoice #
SM-255466

Work Details (3)

Name Type Status Qty Amount Date
WL-03111938 Parts Open 2 $531.90 Feb 19, 11:16 AM
WL-03111939 Expenses Open 1 $16.50 Feb 19, 11:16 AM
WL-03122319 Labor Open - $0.00 Feb 26, 9:15 PM

Details