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WO-01353096 ↗ ServiceMax

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

📍 Conviva - Central Stuart — 973 SE Federal Hwy, Stuart FL, 34994

Feb 20, 2026 → Feb 23, 2026

✅ Completed
P3
SLA Clock
3 business days from creation · Target: Feb 25, 2026
✓ SLA Met (2 biz days early)
Active: 1 biz days
Budget: 3 biz days
🕐 Clock stopped: Completed (Feb 23, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
▶ Clock Running
Status: Assigned
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 0 of 3 biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 23, 2026
1 business day (counted)
Running total: 1 of 3 biz days used
Created: Feb 20, 2026 Completed: Feb 23, 2026
Business Days Used 1 / 3
0 3d budget
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Feb 20 → Feb 20 Created ▶ Running 0 0 / 3
Feb 20 → Feb 20 Ready for Scheduling ▶ Running 0 0 / 3
Feb 20 → Feb 20 Assigned ▶ Running 0 0 / 3
Feb 20 → Feb 23 Scheduled ▶ Running 1 1 / 3
Dispatch 0.0d
Coordinators 1.5d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
1.5 days
Billing
0.0 days
Created: Feb 20, 2026 Due: Feb 25, 2026 Completed: Feb 23, 2026 (2 days early)
📅
1.5 days Total Age
⏱️
3.6d in Closed Longest Stage
🔄
6 transitions Status Changes
⚠️
2.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568904
Midmark EKG machine
Closed
Perform full functonal testing. Model: Midmark - IQECG Model Type: EKG Custom Field: Notes: Asset ID: 13056069 Site: Conviva Care Solutions (Humana) - Conviva - Central Stuart Department: Activity CenterDepreciation Start Date:Physical Location: Nurse StationDepreciation Term: yrsSerial #: 4813799
Priority
Standard
Origin
Email
Reason
New Case
Contact
Allen Taylor
Owner
Virtual Tech
Created
Feb 16, 2026
Work Orders from this Case (1)
WO-01353096 (current) Invoiced
Virtual Tech - Field Repair • Yves Dessin
Created: Feb 20, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 174 days old
🚨
Primary Delay 3.6 days stuck in "Closed"
⏱️
Total Delay 2.6 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
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
1.3d / 2.0d SLA
Closed
3.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/20/26 AJinerson - Called site number at (772) 210-3675 to see if we could get a hold of someone to schedule since we have tech available on Monday, 2/23. Spoke with Curtis onsite and confirmed tech visit for Monday, 2/23 with eta between 9am-11am. 

🔧 Work Performed
trouble shoot IQecg called Midmark tech support I was given a driver software update to download i wasnt able to download due I.T not being there I emailed administrator software and they will work with they're IT to get it up and running
🔍 Technician Findings
found that IQecg has error com3
⚠️ Problem Description
Perform full functonal testing. Model: Midmark - IQECG Model Type: EKG Custom Field: Notes: Asset ID: 13056069 Site: Conviva Care Solutions (Humana) - Conviva - Central Stuart Department: Activity CenterDepreciation Start Date:Physical Location: Nurse StationDepreciation Term: yrsSerial #: 4813799 https://www.ebiotrack.com/workorder.php?wo=71851

Timeline

📞
Case Linked Feb 16, 4:23 PM
Case Number: 00568904
Subject: Midmark EKG machine
Status: Closed
⏳ 4.0 business days
📋
▶
2 Work Order Created Feb 20, 2:41 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Derek Reynolds
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 20, 4:07 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 25m
📅
▶
2 Dispatch Scheduled Feb 20, 4:18 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 10m
⏳ 2.0 business days
⏱️
6x Labor Added Feb 23, 2:25 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 2.5, 3, 67, 120
✔️
Status: Completed by Yves Dessin Feb 23, 2:32 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 2d 22h, 0m
⏳ 4.0 business days
📄
▶
2 Status: Ready to Bill Feb 26, 9:52 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 2.0 business days
🧾
Invoice Created Feb 27, 6:47 PM
Invoice Number: SM-254942

Bottlenecks

Closed
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days

🔗 Related Artifacts

📞
Case 00568904
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P3
Type
Virtual Tech - Field Repair
Branch
Edge
Technician
Yves Dessin
Scheduled
Feb 23, 9:00 AM
Created
Feb 20, 2:41 PM
Invoice #
SM-254942

Work Details (6)

Name Type Status Qty Amount Date
WL-03116288 Labor Open 2.5 $297.50 Feb 23, 2:25 PM
WL-03116289 Labor Open 2 $238.00 Feb 23, 2:25 PM
WL-03116290 Labor Open 3 $0.00 Feb 23, 2:25 PM
WL-03116291 Travel Open 67 - Feb 23, 2:25 PM
WL-03116292 Travel Open 120 - Feb 23, 2:25 PM
WL-03116293 Expenses Open 1 $0.00 Feb 23, 2:25 PM

Details