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← WO Overview

WO-01311125 ↗ ServiceMax

The Cigna Group • Inspection • PSM

📍 Hankook Tire — 2950 International Blvd, Clarksville TN, 37040

Oct 23, 2025 → Nov 7, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (4 biz days late)
Active: 11 biz days
🕐 Clock stopped: Completed (Nov 7, 2025)
▶ Clock Running
Status: Created
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Ready for Scheduling
Oct 23 → Oct 27, 2025
2 business days (counted)
Running total: 2 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Oct 27 → Nov 3, 2025
5 business days (counted)
Running total: 7 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 3 → Nov 7, 2025
4 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 11 of ? biz days used
Created: Oct 23, 2025 Completed: Nov 7, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 23 → Oct 23 Created ▶ Running 0 0
Oct 23 → Oct 27 Ready for Scheduling ▶ Running 2 2
Oct 27 → Nov 3 Assigned ▶ Running 5 7
Nov 3 → Nov 7 Scheduled ▶ Running 4 11
Nov 7 → Nov 7 Tech On Site ▶ Running 0 11
Dispatch 0.0d
Coordinators 13.0d
Field Work 1.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
13.0 days
Over SLA
Field Work
1.1 days
Billing
0.0 days
Created: Oct 23, 2025 Due: Nov 26, 2025 Completed: Nov 8, 2025 (18 days early)
📅
11.3 days Total Age
⏱️
5.9d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
10.5d 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 #00537921
eBiotrack - New Inspection Created
Closed
Inspection: Initial Annual Inspection Service Customer requested inspection date of 11/4 if possible. Customer unsure on amount of equipment but believed to be less than 45 https://www.ebiotrack.com/inspection.php?iid=30804
Priority
Standard
Origin
Email
Reason
New Case
Contact
Scott Peterson
Owner
Jessica Sells
Created
Oct 23, 2025
Work Orders from this Case (1)
WO-01311125 (current) Invoiced
Inspection • James Duff
Created: Oct 23, 2025 • Closed: Nov 7, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 5.9 days stuck in "Assigned"
⏱️
Total Delay 10.5 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
2.3d / 1.0d SLA
Assigned
5.9d / 0.5d SLA
Scheduled
4.8d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.7d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/03/2025 LHill-sent chatter to @[James Duff]​ I have this scheduled for Friday. Scott Peterson would like for you to give him a more precise arrival time on Friday so he can work his schedule and get you signed onto the campus. His number is 419-792-9309.


11/03/2025 LHill-Called 419-792-9309 for Scott Peterson. Advised we can have a tech onsite on 11/07 between 8-10. He would like tech to call him with a more precise arrival time.


10/31 MOwens Called the cell number for Scott Peterson. Left a vm for him to call back to schedule the new inspection visit.

10/30 MOwens Called to speak to Scott Peterson. Left a vm for him to call back to schedule the inspection visit.

CONFIRMED


10/27/2025 LHill-rec'd email from Scott Peterson-Good morning. Afternoons are generally better, 2pm-4pm. Wednesday’s are generally the best day. Yes, please have them call me prior to arrival so I can sign them onto the campus.

 

Scheduling ahead needed: Yes 

Certain day or time: Afternoons are generally better, 2pm-4pm. Wednesday’s are generally the best day.

Confirmed contact information is correct: Yes 

Anything additional needed for tech to gain access to the facility:  Call Scott Peterson prior to arrival so he can sign them onto the campus.


O: 931-472-2699 x1063

C: 419-792-9309  


10/27/2025 LHill-sent email to Scott Peterson to confirm contact and equipment.


10/27/2025 LHill-spoke with Scott Peterson at 419-792-9309. He was wanting to know exactly what pieces of equipment that will be inspected. send him an email at scott.peterson@hankookn.com to let him know what to be expected to be inspected.

🔧 Work Performed
11/07/2025 - JWD Located all equipment that needs to be inspected for initial inspection on equipment and performed annual inspection, calibration and electrical safety tests for this site. Added all equipment that needs to be inspected equipment inspection, calibration and electrical safety tests for this site. Archived any equipment no longer in use Total of equipment inspected is 15. Notified POC Raheem Cade of inspection findings and completion. Completed final assessment of the inspection going over with POC the equipment that have been added to inventory and the ones added to archives.
🔍 Technician Findings
11/07/2025 - JWD Locate all equipment that needs to be inspected for initial inspection on equipment and perform initial inspection, calibration and electrical safety tests for this site. Add all equipment that needs to be inspected equipment inspection, calibration and electrical safety tests for this site. Archive any equipment not in inventory
⚠️ Problem Description
Inspection: Initial Annual Inspection Service Customer requested inspection date of 11/4 if possible. Customer unsure on amount of equipment but believed to be less than 45 https://www.ebiotrack.com/inspection.php?iid=30804

Timeline

📞
Case Linked Oct 23, 2:24 PM
Case Number: 00537921
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Oct 23, 5:44 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.8 business days
👷
▶
2 Technician Assigned Oct 27, 12:28 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 18h
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Nov 3, 12:49 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2025-11-07T14:30:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by James Duff Nov 7, 10:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 21h
✔️
Status: Completed by James Duff Nov 7, 1:19 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 50m
⏱️
▶
3 Labor Added Nov 7, 1:52 PM
Labor Added → Labor Added → 3x Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2.25
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2, 85
🏁
Status: Closed by James Duff Nov 7, 11:30 PM
From: Completed
To: Closed
Duration in Previous: 10h 11m
⏳ 2.1 business days
📄
▶
2 Status: Ready to Bill Nov 12, 11:49 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created Nov 13, 10:51 AM
Invoice Number: SM-246299

Bottlenecks

Ready for Scheduling
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Assigned
Duration: 5.9 business days (threshold: 4.0 business hours)
Exceeded by 5.4 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00537921
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
James Duff
Scheduled
Nov 7, 9:30 AM
Created
Oct 23, 5:44 PM
Invoice #
SM-246299

Work Details (5)

Name Type Status Qty Amount Date
WL-02999983 Labor Open 2 $0.00 Nov 7, 1:52 PM
WL-02999985 Labor Open 2.25 $895.00 Nov 7, 1:53 PM
WL-02999988 Labor Open 2 $0.00 Nov 7, 1:55 PM
WL-02999989 Travel Open 85 - Nov 7, 1:55 PM
WL-02999990 Travel Open 85 - Nov 7, 1:55 PM

Details