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WO-01303092 ↗ ServiceMax

The Cigna Group • Inspection • PSM

📍 CIGNA Borg Warner Asheville — 1849 Brevard Road, Arden NC, 28704

Sep 8, 2025 → Oct 30, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (20 biz days late)
Active: 37 biz days
🕐 Clock stopped: Completed (Oct 30, 2025)
▶ Clock Running
Status: Created
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 8 → Sep 9, 2025
1 business day (counted)
Running total: 1 of ? biz days used
35d
▶ Clock Running
Status: Assigned
Sep 9 → Oct 29, 2025
35 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 29 → Oct 30, 2025
1 business day (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 37 of ? biz days used
Created: Sep 8, 2025 Completed: Oct 30, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 8 → Sep 8 Created ▶ Running 0 0
Sep 8 → Sep 9 Ready for Scheduling ▶ Running 1 1
Sep 9 → Oct 29 Assigned ▶ Running 35 36
Oct 29 → Oct 30 Scheduled ▶ Running 1 37
Oct 30 → Oct 30 Tech On Site ▶ Running 0 37
Dispatch 0.0d
Coordinators 40.0d
Field Work 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
40.0 days
Over SLA
Field Work
0.0 days
Created: Sep 8, 2025 Due: Nov 28, 2025 Completed: Oct 30, 2025 (29 days early)
📅
38.0 days Total Age
⏱️
36.0d in Assigned Longest Stage
🔄
6 transitions Status Changes
⚠️
37.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525113
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 21 pcs https://www.ebiotrack.com/inspection.php?iid=29903
Priority
Standard
Origin
Email
Reason
New Case
Contact
Nancy Waxman
Owner
Jessica Sells
Created
Sep 8, 2025
Work Orders from this Case (1)
WO-01303092 (current) Invoiced
Inspection • Eric Colon
Created: Sep 8, 2025 • Closed: Oct 30, 2025
Completed with significant delays
Invoiced • 178 days old
🚨
Primary Delay 36.0 days stuck in "Assigned"
⏱️
Total Delay 37.9 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
2.0d / 1.0d SLA
Assigned
36.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/29 MOwens Nancy replied back that Tomorrow 10/30 works for the inspection visit. Eta between 11am-12pm.

10/29 MOwens Replied back to email from Nancy asking to schedule the visit for Thurs 10/30 if possible.

10/10 MOwens Called to speak to Nancy Waxman. Went to vm. Left a msg for her to call back.. Also sent an email.

🔧 Work Performed
10/30/25- EColon- Arrived onsite, checked in with POC. Completed 23 Inspections. Inspection complete
🔍 Technician Findings
Annual Equipment Electrical Safety Test And Calibration Service
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 21 pcs https://www.ebiotrack.com/inspection.php?iid=29903

Timeline

📞
Case Linked Sep 8, 7:00 AM
Case Number: 00525113
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 8, 9:11 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Sep 9, 10:11 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 1h
🚨 36.0 business days
📅
▶
2 Dispatch Scheduled Oct 29, 10:32 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 50d 0h
⏳ 2.0 business days
⏱️
4x Labor Added Oct 30, 1:26 PM
Type: Labor, Travel
Status: Open
Qty: 3, 1.5, 153
⏱️
▶
3 Labor Added Oct 30, 4:23 PM
Labor Added → Status: Tech On Site → Status: Closed
🔧
Status: Tech On Site by Eric Colon
From: Scheduled, Tech On Site
To: Tech On Site, Completed
Duration in Previous: 1d 5h, 0m
🏁
Status: Closed by Eric Colon
From: Completed
To: Closed
Duration in Previous: 0m
⏳ 2.9 business days
📄
Status: Ready to Bill by Diane Patton Nov 3, 10:01 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 3d 18h, 0m
⏳ 2.0 business days
🧾
Invoice Created Nov 4, 5:54 PM
Invoice Number: SM-245454

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 36.0 business days (threshold: 4.0 business hours)
Exceeded by 35.5 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00525113
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Eric Colon
Scheduled
Oct 30, 11:00 AM
Created
Sep 8, 9:11 AM
Invoice #
SM-245454

Work Details (5)

Name Type Status Qty Amount Date
WL-02989972 Labor Open 3 $0.00 Oct 30, 1:26 PM
WL-02989973 Labor Open 1.5 $895.00 Oct 30, 1:26 PM
WL-02989974 Travel Open 153 - Oct 30, 1:26 PM
WL-02989975 Travel Open 153 - Oct 30, 1:26 PM
WL-02990241 Labor Open 3 $0.00 Oct 30, 4:23 PM

Details