📍 Marion Regional Office Building - Aetna — 2309 W Main Street, Marion IL, 62959
Dec 30, 2024 → Dec 8, 2025
✅ Completed
PSMLast business day of December 2024
Target:Dec 31, 2024
🕐 Clock stopped: Completed (Dec 8)
⏸ 62d excluded (parts wait + holding)
✗ SLA Missed (280d late)
Holding236.2d (excluded)
Coordinators11.8d
Field Work1.4d
Billing0.0d
✗ SLA Missed
Holding(excluded from total)
236.2 days
Coordinators
11.8 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
0.0 days
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Dec 9, 2025 (22 days early)
📅
245.3 daysTotal Age
⏱️
124.0d in On HoldLongest Stage
🔄
10 transitionsStatus Changes
⚠️
10.0d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
3 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Completed with minor delays
Invoiced • 500 days old
🚨
Primary Delay124.0 days stuck in "On Hold"
⏱️
Total Delay10.0 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
190.3d
Ready for Release
46.0d
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
11.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
1.3d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
12/3 KKelch-FSE was unable to complete today as his van broke down. Rescheduled to 12/15 as that is the next availability
11/21/2025: This WO seems to have fallen through the cracks as Ray? indicated any day works but there is no follow up or scheduling. Please schedule.
6/9 KHensley- per Ray, any day works for him
6/3 KHensley called site to schedule for 6/6 at 9 am. Left VM. Placed on hold due to 3 failed attempts to schedule.
5/1 KHensley called Ray to schedule for 5/7 at 3:30 pm. Left VM.
4/10 KHensley called site to schedule for 4/15 at 3:30 pm. Left VM.
🔧Work Performed
Pm completed
🔍Technician Findings
No issues found
⚠️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
📋
Outbound to +16189937000
Completed Jun 3, 2025
6/3 KHensley called site to schedule for 6/6 at 9 am. Left VM. Placed on hold due to 3 failed attempts to schedule.
📅
WO-01229067 - Preventive Maintenance - ZT2776-HW - Marion - Marion Regional Office Building - Aetna
Dec 8, 2025 1:00pm – 2:00pm
Work Order: WO-01229067
Account: HIGI LLC
Customer Case Number:
Location: Marion Regional Office Building - Aetna
Address: 2309 W Main Street, Marion, IL 62959
Manufacturer: Higi
Model #: ZT2776-HW
Serial #: CSA-2018106138
Contact Name:
Contact Phone:
Contact Email:
Due Date: 12/31/2025
Schedule