📍 Bicentennial Building - Aetna — 320 W Washington St, Springfield IL, 62768
Dec 30, 2024 → Sep 15, 2025
✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (77 biz days late)
Active: 79 biz days
Paused: 99 biz days
🕐 Clock stopped: Tech Off Site (Sep 15, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸99d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Aug 21, 2025
99 business days (not counted)
▶ Clock Running
Status: Assigned
Aug 21 → Aug 21, 2025
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 21 → Aug 26, 2025
3 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Reschedule
Aug 26 → Aug 28, 2025
2 business days (counted)
Running total: 68 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 28 → Aug 29, 2025
1 business day (counted)
Running total: 69 of ? biz days used
▶ Clock Running
Status: Reschedule
Aug 29 → Sep 3, 2025
2 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 3 → Sep 15, 2025
8 business days (counted)
Running total: 79 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 79 of ? biz days used
Created: Dec 30, 2024Tech Off Site: Sep 15, 2025
Show SLA Clock Detail (9 periods)
Period
Status
Clock
Biz Days
Running Total
Dec 30 → Apr 1
Created
▶ Running
63
63
Apr 1 → Aug 21
Ready for Release
⏸ Paused
99
—
Aug 21 → Aug 21
Assigned
▶ Running
0
63
Aug 21 → Aug 26
Scheduled
▶ Running
3
66
Aug 26 → Aug 28
Reschedule
▶ Running
2
68
Aug 28 → Aug 29
Scheduled
▶ Running
1
69
Aug 29 → Sep 3
Reschedule
▶ Running
2
71
Sep 3 → Sep 15
Scheduled
▶ Running
8
79
Sep 15 → Sep 15
Tech On Site
▶ Running
0
79
Holding163.2d (excluded)
Coordinators20.5d
Field Work0.6d
Billing0.1d
✗ SLA Missed
Holding(excluded from total)
163.2 days
Coordinators
20.5 days
Over SLA
Field Work
0.6 days
Billing
0.1 days
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Sep 15, 2025 (107 days early)
📅
178.3 daysTotal Age
⏱️
100.0d in Ready for ReleaseLongest Stage
🔄
11 transitionsStatus Changes
⚠️
10.5d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
3 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay100.0 days stuck in "Ready for Release"
⏱️
Total Delay10.5 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
63.3d
Ready for Release
100.0d
Scheduled
15.0d / 2.0d SLA
Reschedule
5.5d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.5d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
8/26 KKelch placed in R/S due to tech needing replacement Surface and CC. SUP CDempsey placed orders for both
8/21 KKelch called site to schedule for 8/25 at 4 pm. Customer confirmed.
8/20 KKelch called site to schedule for 8/25 at 4 pm. Left VM.
8/14 KKelch called site to schedule for 8/19 at 11 am. Left VM.
7/8/25 RCook- LM at 217-341-5276 to discuss scheduling
🔧Work Performed
Performed pm
🔍Technician Findings
no issue found
⚠️Problem Description
Please Perform a PM on this Kiosk and attach all required photos from the PM Checklist Note this is a Non-retail account and requires a call to schedule. Please navigate to the location page for contact details Regardless if a PM was completed or not a Checklist and photos are required as well as a signed field service report for every work order If a follow up is needed: Confirm with Tech support, select New issue, enter in the troubleshooting performed and part needed for the follow up in the follow up notes field Trunk stock work order: email dispatch@emsar.com with current work order # and the description of the repair that is required to be performed prior to PM completion (Example LED lights, bamboo seat replacement, Leveler replacement etc. all parts that can be found in your trunk stock ) Link to Work Instructions & Checklist on last page: SZZT (Higi Green) https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Green/WI-ST-310%20Higi%20Green%20Preventative%20Maintenance%20009%20DCR652.pdf
📄Description
Higi Station Hardwired
📋
Outbound to +12173415276
Completed Aug 21, 2025
8/21 KKelch called site to schedule for 8/25 at 4 pm. Customer confirmed.
📋
Outbound to +12173415276
Completed Aug 20, 2025
8/20 KKelch called site to schedule for 8/25 at 4 pm. Left VM.
📋
Outbound to +12173415276
Completed Aug 14, 2025
8/14 KKelch called site to schedule for 8/19 at 11 am. Left VM.
📋
Outbound to +12173415276
Completed Jul 8, 2025
7/8/25 RCook- LM at 217-341-5276 to discuss scheduling
📅
WO-01228972 - Preventive Maintenance - ZT2776-HW - Springfield - Bicentennial Building - Aetna
Sep 15, 2025 11:30am – 12:30pm
Work Order: WO-01228972
Account: HIGI LLC
Customer Case Number:
Location: Bicentennial Building - Aetna
Address: 320 W Washington St, Springfield, IL 62768
Manufacturer:
Model #: ZT2776-HW
Serial #: CSA-2018106175
Contact Name:
Contact Phone:
Contact Email:
Due Date: 12/31/2025
Scheduled Date/T