📍 Peoria ATC Correctional Center — 607 Main St., Peoria IL, 61602
Dec 30, 2024 → Sep 10, 2025
✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (81 biz days late)
Active: 83 biz days
Paused: 92 biz days
🕐 Clock stopped: Completed (Sep 10, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸62d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Jun 30, 2025
62 business days (not counted)
▶ Clock Running
Status: Assigned
Jun 30 → Jun 30, 2025
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Scheduled
Jun 30 → Jul 9, 2025
6 business days (counted)
Running total: 69 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jul 9 → Jul 9, 2025
0 business days (counted)
Running total: 69 of ? biz days used
▶ Clock Running
Status: Completed
Jul 9 → Jul 9, 2025
0 business days (counted)
Running total: 69 of ? biz days used
▶ Clock Running
Status: Reschedule
Jul 9 → Jul 11, 2025
2 business days (counted)
Running total: 71 of ? biz days used
⏸30d
⏸ Clock Paused
Status: Ready for Release
Jul 11 → Aug 22, 2025
30 business days (not counted)
▶ Clock Running
Status: Assigned
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 71 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 10, 2025
12 business days (counted)
Running total: 83 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 83 of ? biz days used
Created: Dec 30, 2024Completed: Sep 10, 2025
Show SLA Clock Detail (11 periods)
Period
Status
Clock
Biz Days
Running Total
Dec 30 → Apr 1
Created
▶ Running
63
63
Apr 1 → Jun 30
Ready for Release
⏸ Paused
62
—
Jun 30 → Jun 30
Assigned
▶ Running
0
63
Jun 30 → Jul 9
Scheduled
▶ Running
6
69
Jul 9 → Jul 9
Tech On Site
▶ Running
0
69
Jul 9 → Jul 9
Completed
▶ Running
0
69
Jul 9 → Jul 11
Reschedule
▶ Running
2
71
Jul 11 → Aug 22
Ready for Release
⏸ Paused
30
—
Aug 22 → Aug 22
Assigned
▶ Running
0
71
Aug 22 → Sep 10
Scheduled
▶ Running
12
83
Sep 10 → Sep 10
Tech On Site
▶ Running
0
83
Holding157.2d (excluded)
Coordinators22.5d
Field Work0.4d
Billing0.1d
✗ SLA Missed
Holding(excluded from total)
157.2 days
Coordinators
22.5 days
Over SLA
Field Work
0.4 days
Billing
0.1 days
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Sep 10, 2025 (112 days early)
📅
175.3 daysTotal Age
⏱️
63.3d in On HoldLongest Stage
🔄
13 transitionsStatus Changes
⚠️
16.1d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
6 linesWork Details
🏠
2 visitsOn-Site Trips
👤
Self-ScheduledScheduling
🔄
2 On-Site Visits
(1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Mike Huffman — scheduling delays attributed to technician, not coordinators
Visit 1Jul 9, 2025
Visit 2Sep 10, 2025
AI Analysis
Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay63.3 days stuck in "On Hold"
⏱️
Total Delay16.1 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
94.0d
Assigned
0.4d / 0.5d SLA
Scheduled
19.9d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Reschedule
2.2d / 2.0d SLA
Closed
0.0d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
ASC CONFIRMED
8/22/25 RCook- Spoke with Melinda Ellis, scheduled for 9/10/25. Arrival time between 9-11AM. Requested that we email a list of equipment/tools that technician will be bringing onsite. This visit will require an escort. Sent email to MHuffman asking him to email Melinda a list of equipment to melinda.ellis@illinois.gov.
7/9/25 RCook- Technician was denied access to enter due to phone and tools. Placing WO in reschedule status.
7/9/25 RCook- Received message from LYoder the site would not let Alexis in with his keyboard and phone. Asked if paperwork was filled out. Advise LYoder that I asked if a background or anything was needed in order for the technician have access and Justin Ellis stated no.
6/30/25 RCook- Spoke with Justin Ellis, scheduled for 7/9/25. Arrival time between 10AM-12PM. Per Justin background check is not needed.
🔧Work Performed
9/10/2025 M. Huffman. Completed the PM, field service report and obtained signature from Customer.
Was not allowed into facility due to my cell phone and tools that were cleared a week and a half ago warden stated that there’s no exceptions for nobody
🔍Technician Findings
Kiosk does not show signs of customer damage.
Kiosk is fully operational. Yes
Was the kiosk unplugged on arrival? No
Was not allowed into facility due to my cell phone and tools that were cleared a week and a half ago warden stated that there’s no exceptions for nobody
⚠️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
📧
Email: Request for service at Peoria ATC Correctional Center
Completed Aug 22, 2025
To: mike.huffman@emsar.com; melinda.ellis@illinois.gov
CC: cramen@emsar.com; lyoder@emsar.com
BCC: rhea.cook@emsar.com
Attachment: --none--
Subject: Request for service at Peoria ATC Correctional Center
Body:
Hi Mike,
The preventative maintenance for this location has been scheduled for 9/10/25 with an arrival time between 9-11AM. Can you please email a list of equipment/tools you will be bringing onsite for this PM? I have copied the site contact Melinda Ellis on this email, in case you hav
📋
Outbound to +13096713162
Completed Aug 22, 2025
8/22/25 RCook- Spoke with Melinda Ellis, scheduled for 9/10/25. Arrival time between 9-11AM. Requested that we email a list of equipment/tools that technician will be bringing onsite. This visit will require an escort. Sent email to MHuffman asking him to email Melinda a list of equipment to melinda.ellis@illinois.gov.
📋
Outbound to +13096713162
Completed Jun 30, 2025
6/30/25 RCook- Spoke with Justin Ellis, scheduled for 7/9/25. Arrival time between 10AM-12PM.