📍 Willard Ice Building - Aetna — 101 W Jefferson St, Springfield IL, 62702
Dec 30, 2024 → Dec 16, 2025
✅ Completed
PSMLast business day of December 2024
Target:Dec 31, 2024
🕐 Clock stopped: Tech Off Site (Dec 16)
⏸ 143d excluded (parts wait + holding)
✗ SLA Missed (207d late)
Holding236.2d (excluded)
Coordinators19.8d
Field Work0.9d
Billing2.2d
✗ SLA Missed
Holding(excluded from total)
236.2 days
Coordinators
19.8 days
Over SLA
Field Work
0.9 days
Billing
2.2 days
Over SLA
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Dec 17, 2025 (14 days early)
📅
251.4 daysTotal Age
⏱️
104.0d in Ready for ReleaseLongest Stage
🔄
14 transitionsStatus Changes
⚠️
14.0d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
3 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Completed with significant delays
Invoiced • 500 days old
🚨
Primary Delay104.0 days stuck in "Ready for Release"
⏱️
Total Delay14.0 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
132.2d
Ready for Release
104.0d
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
6.7d / 0.5d SLA
Scheduled
9.6d / 2.0d SLA
Reschedule
3.4d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.7d / 2.0d SLA
Closed
1.1d / 1.0d SLA
WO Correction Needed
0.4d
Ready to Bill
1.8d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
12.17.25 hshaw - missing mileage
12/12 KKelch called Cynthia to schedule for 12/16 between 10 and 11 am. Customer confirmed. Call logged on WO-01230517
12/9 KKelch called Cynthia to reschedule for 12/11 between 11 and 1 pm. Left VM. Call logged on WO-01230517
12/1 KKelch called Cynthia back to schedule for 12/10 between 12 and 2 pm. Customer confirmed. Please call Cynthia at 217-299-7874 when you arrive on site
12/1/25 RBerry- Spoke with Don Stevens, states Cynthia Higginson will need to call back to schedule. It is based off of her schedule. States he will have her reach out to schedule. See logged call on WO-01230491
11/21 KKelch called Don to schedule for 12/4 at 11 am. Left info. Call logged on WO-01230491
11/21/2025 Updated contact and provided alternate.
Don Stevens 217-524-3521. Please schedule.
8/22 KKelch called site to schedule for 8/26 at 10:30 am. Left VM for Caleb. Call logged on WO-01230491. Placed on hold due to 3 failed attempts to schedule.
8/20 KKelch called Rod to schedule for 8/26 at 10:30 am. Left VM. Call logged on WO-01230491
8/14 KKelch called Rod to schedule for 8/19 at 11 am. Left VM. Call logged on WO-01230517
🔧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 Station Hardwired
📋
Outbound to +12175243521
Completed Dec 1, 2025
12/1/25 RBerry- Spoke with Don Stevens, states Cynthia Higginson will need to call back to schedule. It is based off of her schedule. States he will have her reach out to schedule. See logged call on WO-01230491
📋
Outbound to +12175243521
Completed Nov 21, 2025
11/21 KKelch called Don to schedule for 12/4 at 11 am. Left info. Call logged on WO-01230491
📋
Outbound to +12177829738
Completed Aug 22, 2025
8/22 KKelch called site to schedule for 8/26 at 10:30 am. Left VM for Caleb. Call logged on WO-01230491. Placed on hold due to 3 failed attempts to schedule.
📋
Outbound to +12177829738
Completed Aug 21, 2025
8/21 KKelch called site to schedule for 8/26 at 10:30 am. Left Vm for Caleb. Call logged on WO-01230491
📋
Outbound to +12176226218
Completed Aug 20, 2025
8/20 KKelch called Rod to schedule for 8/26 at 10:30 am. Left VM. Call logged on WO-01230491
Dec 10, 2025 1:55pm
@Kaitlyn Kelch @Jessica Foley @Stephanie Ramen Little help please? What's happening with this WO? Notes indicate it should be rescheduled for tomorrow -
"12/9 KKelch called Cynthia to reschedule for 12/11 between 11 and 1 pm. Left VM. Call logged on WO-01230517"
Dec 17, 2025 9:20am
@Kevin Cox please note to choose Repair Code for completed PM work as below. Thank you. This WO is missing mileage, please enter your mileage.
📅
WO-01230491 - Preventive Maintenance - ZT2776-HW - Springfield - Willard Ice Building - Aetna
Dec 16, 2025 11:00am – 12:00pm
Work Order: WO-01230491
Account: HIGI LLC
Customer Case Number:
Location: Willard Ice Building - Aetna
Address: 101 W Jefferson St, Springfield, IL 62702
Manufacturer:
Model #: ZT2776-HW
Serial #: CSA-2016085462
Contact Name: Josh McGee
Contact Phone: 217-361-9822
Contact Email:
Due Date: 12/31/2