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WO-01316240 ↗ ServiceMax

The Cigna Group • Misc. Inspection • P5

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

Nov 19, 2025 → Dec 17, 2025

✅ Completed
P5
SLA Clock
5 business days from creation · Target: Nov 26, 2025
✗ SLA Missed (13 biz days late)
Active: 18 biz days
Budget: 5 biz days
🕐 Clock stopped: Completed (Dec 17, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of 5 biz days used
3d
▶ Clock Running
Status: Assigned
Nov 19 → Nov 24, 2025
3 business days (counted)
Running total: 3 of 5 biz days used
14d
▶ Clock Running
Status: Scheduled
Nov 24 → Dec 16, 2025
14 business days (counted)
Running total: 17 of 5 biz days used
▶ Clock Running
Status: Reschedule
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 17 of 5 biz days used
▶ Clock Running
Status: Assigned
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 17 of 5 biz days used
▶ Clock Running
Status: Scheduled
Dec 16 → Dec 17, 2025
1 business day (counted)
Running total: 18 of 5 biz days used
▶ Clock Running
Status: Tech On Site
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 18 of 5 biz days used
Created: Nov 19, 2025 Completed: Dec 17, 2025
Business Days Used 18 / 5
0 5d budget +13d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 19 → Nov 19 Created ▶ Running 0 0 / 5
Nov 19 → Nov 19 Ready for Scheduling ▶ Running 0 0 / 5
Nov 19 → Nov 24 Assigned ▶ Running 3 3 / 5
Nov 24 → Dec 16 Scheduled ▶ Running 14 17 / 5
Dec 16 → Dec 16 Reschedule ▶ Running 0 17 / 5
Dec 16 → Dec 16 Assigned ▶ Running 0 17 / 5
Dec 16 → Dec 17 Scheduled ▶ Running 1 18 / 5
Dec 17 → Dec 17 Tech On Site ▶ Running 0 18 / 5
Dispatch 0.0d
Coordinators 20.7d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
20.7 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Nov 19, 2025 Due: Nov 26, 2025 Completed: Dec 17, 2025 (20 days late)
📅
18.8 days Total Age
⏱️
15.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
18.4d 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 #00544877
eBiotrack - New Inspection Created
Closed
Miscellaneous Equipment Inspection PO#: 11172025-791560; Site received 2nd order of equipment, needs inspected. Unsure on amount of equipment https://www.ebiotrack.com/inspection.php?iid=31283
Priority
Standard
Origin
Email
Reason
New Case
Contact
Gabe Lewis
Owner
Shelby Robinson
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01316240 (current) Invoiced
Misc. Inspection • Michael Swingle
Created: Nov 19, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 15.0 days stuck in "Scheduled"
⏱️
Total Delay 18.4 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
0.2d / 1.0d SLA
Assigned
3.5d / 0.5d SLA
Scheduled
16.9d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/24 MOwens Called and spoke to Scott Peterson. He requested a Wed. afternoon after Dec 10th. Scheduled the visit for Wed. 12/17 from 2-4pm.

🔧 Work Performed
performed an inspection and electrical testing on all Biomed equipment. I placed all equipment back into service and is ready for use.
🔍 Technician Findings
I arrived on site to do an inspection on the BioMed equipment.
⚠️ Problem Description
Miscellaneous Equipment Inspection PO#: 11172025-791560; Site received 2nd order of equipment, needs inspected. Unsure on amount of equipment https://www.ebiotrack.com/inspection.php?iid=31283

Timeline

📞
Case Linked Nov 18, 1:47 PM
Case Number: 00544877
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 19, 12:50 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Status: Assigned Nov 19, 2:40 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: James Duff
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Nov 24, 9:39 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-17T19:00:00.000+0000
🚨 15.0 business days
🔄
Status: Reschedule by Melissa Owens Dec 16, 11:37 AM
From: Scheduled
To: Reschedule
Duration in Previous: 22d 1h
👷
▶
4 Technician Assigned Dec 16, 11:53 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Melissa Owens
From: Reschedule
To: Assigned
Duration in Previous: 16m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-17T19:00:00.000+0000
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1m
⏳ 2.0 business days
🔧
Status: Tech On Site by MICHAEL SWINGLE Dec 17, 2:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
⏱️
5x Labor Added Dec 17, 3:59 PM
Type: Labor, Travel
Status: Open
Qty: 4.5833333333333, 2.1666666666667, 250, 93
✔️
Status: Completed by MICHAEL SWINGLE Dec 17, 4:12 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 6m, 0m
⏳ 4.0 business days
📄
▶
3 Status: Ready to Bill Dec 22, 9:58 AM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
🧾
Invoice Created
Invoice Number: SM-249704

Bottlenecks

Assigned
Duration: 3.5 business days (threshold: 4.0 business hours)
Exceeded by 3.0 business days
Scheduled
Duration: 15.0 business days (threshold: 2.0 business days)
Exceeded by 13.0 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00544877
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P5
Type
Misc. Inspection
Branch
Edge
Technician
Michael Swingle
Scheduled
Dec 17, 2:00 PM
Created
Nov 19, 12:50 PM
Invoice #
SM-249704

Work Details (5)

Name Type Status Qty Amount Date
WL-03040863 Labor Open 4.5833333333333 $0.00 Dec 17, 3:59 PM
WL-03040864 Labor Open 2.1666666666667 $335.25 Dec 17, 3:59 PM
WL-03040865 Labor Open 2 $298.00 Dec 17, 3:59 PM
WL-03040866 Travel Open 250 - Dec 17, 3:59 PM
WL-03040867 Travel Open 93 - Dec 17, 3:59 PM

Details