📍 Marion Regional Office Building - Aetna — 2309 W Main Street, Marion IL, 62959
Dec 30, 2024 → Dec 8, 2025
✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (188 biz days late)
Active: 190 biz days
Paused: 44 biz days
🕐 Clock stopped: Completed (Dec 8, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸44d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Jun 3, 2025
44 business days (not counted)
118d
▶ Clock Running
Status: On Hold
Jun 3 → Nov 21, 2025
118 business days (counted)
Running total: 181 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 181 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 181 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 21 → Dec 8, 2025
9 business days (counted)
Running total: 190 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 190 of ? biz days used
Created: Dec 30, 2024Completed: Dec 8, 2025
Show SLA Clock Detail (7 periods)
Period
Status
Clock
Biz Days
Running Total
Dec 30 → Apr 1
Created
▶ Running
63
63
Apr 1 → Jun 3
Ready for Release
⏸ Paused
44
—
Jun 3 → Nov 21
On Hold
▶ Running
118
181
Nov 21 → Nov 21
Ready for Scheduling
▶ Running
0
181
Nov 21 → Nov 21
Assigned
▶ Running
0
181
Nov 21 → Dec 8
Scheduled
▶ Running
9
190
Dec 8 → Dec 8
Tech On Site
▶ Running
0
190
Holding227.2d (excluded)
Coordinators9.8d
Field Work1.4d
Billing0.0d
✗ SLA Missed
Holding(excluded from total)
227.2 days
Coordinators
9.8 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
0.0 days
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Dec 9, 2025 (22 days early)
📅
234.3 daysTotal Age
⏱️
119.0d in On HoldLongest Stage
🔄
10 transitionsStatus Changes
⚠️
8.0d 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 minor delays
Invoiced • 429 days old
🚨
Primary Delay119.0 days stuck in "On Hold"
⏱️
Total Delay8.0 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
182.3d
Ready for Release
45.0d
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
9.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
1.3d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
12/3 KKelch-FSE was unable to complete today as his van broke down. Rescheduled to 12/15 as that is the next availability
11/21/2025: This WO seems to have fallen through the cracks as Ray? indicated any day works but there is no follow up or scheduling. Please schedule.
6/9 KHensley- per Ray, any day works for him
6/3 KHensley called site to schedule for 6/6 at 9 am. Left VM. Placed on hold due to 3 failed attempts to schedule.
5/1 KHensley called Ray to schedule for 5/7 at 3:30 pm. Left VM.
4/10 KHensley called site to schedule for 4/15 at 3:30 pm. Left VM.
🔧Work Performed
Pm completed
🔍Technician Findings
No issues 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 Green Kiosk Hard wired
📋
Outbound to +16189937000
Completed Jun 3, 2025
6/3 KHensley called site to schedule for 6/6 at 9 am. Left VM. Placed on hold due to 3 failed attempts to schedule.
📞
Call
Completed May 1, 2025
5/1 KHensley called Ray to schedule for 5/7 at 3:30 pm. Left VM.
📋
Outbound to +16189937000
Completed Apr 10, 2025
4/10 KHensley called site to schedule for 4/15 at 3:30 pm. Left VM.
📅
WO-01229067 - Preventive Maintenance - ZT2776-HW - Marion - Marion Regional Office Building - Aetna
Dec 8, 2025 1:00pm – 2:00pm
Work Order: WO-01229067
Account: HIGI LLC
Customer Case Number:
Location: Marion Regional Office Building - Aetna
Address: 2309 W Main Street, Marion, IL 62959
Manufacturer: Higi
Model #: ZT2776-HW
Serial #: CSA-2018106138
Contact Name:
Contact Phone:
Contact Email:
Due Date: 12/31/2025
Schedule