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WO-01304707 ↗ ServiceMax

The Cigna Group • Inspection • PSM

📍 Cigna - AEO Ottawa — 1301 N Davis Ave, Ottawa KS, 66067

Sep 16, 2025 → Nov 14, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (30 biz days late)
Active: 41 biz days
🕐 Clock stopped: Completed (Nov 14, 2025)
▶ Clock Running
Status: Created
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Sep 16 → Sep 22, 2025
4 business days (counted)
Running total: 4 of ? biz days used
37d
▶ Clock Running
Status: Scheduled
Sep 22 → Nov 14, 2025
37 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 41 of ? biz days used
Created: Sep 16, 2025 Completed: Nov 14, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 16 → Sep 16 Created ▶ Running 0 0
Sep 16 → Sep 16 Ready for Scheduling ▶ Running 0 0
Sep 16 → Sep 22 Assigned ▶ Running 4 4
Sep 22 → Nov 14 Scheduled ▶ Running 37 41
Nov 14 → Nov 14 Tech On Site ▶ Running 0 41
Dispatch 0.0d
Coordinators 42.5d
Field Work 0.5d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
42.5 days
Over SLA
Field Work
0.5 days
Billing
0.0 days
Created: Sep 16, 2025 Due: Nov 28, 2025 Completed: Nov 14, 2025 (14 days early)
📅
41.7 days Total Age
⏱️
37.7d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
41.6d 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 #00527458
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 20 https://www.ebiotrack.com/inspection.php?iid=30106
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jessica Richmond
Owner
John Rolston
Created
Sep 16, 2025
Work Orders from this Case (1)
WO-01304707 (current) Invoiced
Inspection • Thomas J Langenberg Jr
Created: Sep 16, 2025 • Closed: Nov 14, 2025
Completed with significant delays
Invoiced • 169 days old
🚨
Primary Delay 37.7 days stuck in "Scheduled"
⏱️
Total Delay 41.6 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
0.1d / 1.0d SLA
Assigned
4.7d / 0.5d SLA
Scheduled
37.7d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
2.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/22 KKelch called Jessica to schedule for 11/14 between 9 and 10 am. Hannah confirmed. 

🔧 Work Performed
performed the annual inspection on 20 pieces of equipment.
🔍 Technician Findings
annual inspection due
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equip: 20 https://www.ebiotrack.com/inspection.php?iid=30106

Timeline

📞
Case Linked Sep 16, 7:00 AM
Case Number: 00527458
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Sep 16, 2:17 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by John Rolston
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Sep 16, 2:44 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 26m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Sep 22, 2:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-11-14T15:00:00.000+0000
🚨 38.0 business days
🔧
Status: Tech On Site by Thomas Langenberg Nov 14, 9:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 52d 20h
⏱️
3x Labor Added Nov 14, 11:04 AM
Type: Labor, Travel
Status: Open
Qty: 0.85, 1.3166666666667, 32
⏱️
▶
2 2x Labor Added Nov 14, 1:21 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Thomas Langenberg
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 37m, 0m
⏳ 3.0 business days
📄
▶
2 Status: Ready to Bill Nov 18, 2:19 PM
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 Nov 19, 9:13 PM
Invoice Number: SM-246880

Bottlenecks

Assigned
Duration: 4.7 business days (threshold: 4.0 business hours)
Exceeded by 4.2 business days
Scheduled
Duration: 37.7 business days (threshold: 2.0 business days)
Exceeded by 35.7 business days
Closed
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days

🔗 Related Artifacts

📞
Case 00527458
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Thomas J Langenberg Jr
Scheduled
Nov 14, 10:00 AM
Created
Sep 16, 2:17 PM
Invoice #
SM-246880

Work Details (5)

Name Type Status Qty Amount Date
WL-03007432 Labor Open 0.85 $0.00 Nov 14, 11:04 AM
WL-03007433 Labor Open 1.3166666666667 $895.00 Nov 14, 11:04 AM
WL-03007434 Travel Open 32 - Nov 14, 11:04 AM
WL-03007683 Labor Open 1.8333333333333 $0.00 Nov 14, 1:21 PM
WL-03007684 Travel Open 32 - Nov 14, 1:21 PM

Details