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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314828 ↗ ServiceMax

The Cigna Group • Inspection • PSM

📍 Hillsborough County - Cigna — 601 E. Kennedy Blvd, Tampa FL, 33602

Nov 12, 2025 → Jan 23, 2026

✅ Completed
PSM Last business day of November 2025
Target: Nov 28, 2025
🕐 Clock stopped: Completed (Jan 23)
✗ SLA Missed (56d late)
Dispatch 0.0d
Coordinators 56.3d
Field Work 0.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
56.3 days
Over SLA
Field Work
0.8 days
Created: Nov 12, 2025 Due: Jan 30, 2026 Completed: Jan 24, 2026 (6 days early)
📅
52.8 days Total Age
⏱️
15.4d in Ready for Scheduling Longest Stage
🔄
11 transitions Status Changes
⚠️
48.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543130
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 9 https://www.ebiotrack.com/inspection.php?iid=31186 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: ATTENTION TECH. This note applies to the 2025 Annual Inspection only. Inspection ID: 24004 The customer states that the following assets are not Digital BP's but manual BP's. Please archive them and re-enter them as Manual. 22433553 234453898
Priority
Standard
Origin
Email
Reason
New Case
Contact
Robin Chenoweth
Owner
John Rolston
Created
Nov 12, 2025
Work Orders from this Case (1)
WO-01314828 (current) Invoiced
Inspection • Joseph Anderson
Created: Nov 12, 2025 • Closed: Jan 23, 2026
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 15.4 days stuck in "Ready for Scheduling"
⏱️
Total Delay 48.8 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
30.2d / 1.0d SLA
Assigned
5.4d / 0.5d SLA
Scheduled
17.6d / 2.0d SLA
Reschedule
3.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.7d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/14/26 AJinerson - Received email back from Adam confirming tech visit for Fri. 1/23 with eta between 130pm-330pm.

1/13/26 AJinerson - Sent email back to Adam asking if 1/23 between 130pm-330pm works for them instead.


1/13/26 AJinerson - Adam emailed back stating they cannot schedule for 1/20 afternoon either due to their patient's schedule.


1/13/26 AJinerson - Received email back from Adam stating they are closed on 1/19, sent email back offering tech visit on 1/20 with eta between 1pm-3pm.


1/13/26 AJinerson - Sent email to Adam regarding needing to reschedule tech visit (due to covering repairs) and offering to reschedule for Monday, 1/19 with eta between 10am-12pm.

12/30/25 AJinerson - Received email back from POC Adam Lainey confirming tech visit for Wednesday, 1/14/25 with eta between 12:30pm-2:00pm.

Adam said that works for them as long as tech will be done by 3:30 p.m., which is when they close.

POC onsite: Adam Lainey

Arrival instructions: Site closes at 3:30 p.m.


12/29/25 AJinerson - Sent email back to Adam offering tech visit for Weds. 1/14 with eta between 12:30pm-2pm (tech will be in area this day). Asking if this date/time works for them as well.


12/29/25 AJinerson - Received email back from POC Adam Lainey stating the week of Jan. 12th works best for them to schedule.


12/24/25 AJinerson - Robin Chenoweth emailed back adding in Adam Lainey asking to choose a date/time to proceed with scheduling w/ EMSAR accordingly.


12/24/25 AJinerson - Received notice from Dispatch regarding updated POC:

" Please make sure you are outreaching Adam Lainey, adam.lainey@evernorth.com "


12/23/25 AJinerson - Sent scheduling email to Robin offering tech visit during below weeks asking what date(s) may work best for them to schedule.

Monday, 1/12/26 - Friday, 1/16/26

Monday, 1/19/26 - Friday, 1/23/26 

Monday, 1/26/26 - Friday, 1/30/26 

12/22/2025 LHill-sent email to Robin Chenoweth at robin.chenoweth@evernorth.com to confirm contact & equipment.


12/2/25 RBerry- Order type and is incorrect. Returned to dispatch for correction.

🔧 Work Performed
Inspected 12 pieces of equipment.
🔍 Technician Findings
Complete Annual Equipment Electrical Safety Test And Calibration Service.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service Equipment: 9 https://www.ebiotrack.com/inspection.php?iid=31186 >>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>> Inspection Flag: ATTENTION TECH. This note applies to the 2025 Annual Inspection only. Inspection ID: 24004 The customer states that the following assets are not Digital BP's but manual BP's. Please archive them and re-enter them as Manual. 22433553 234453898

Timeline

📞
Case Linked Nov 12, 6:00 AM
Case Number: 00543130
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Nov 12, 12:30 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
🚨 15.0 business days
🆕
Status: Entered by Rhea Berry Dec 2, 3:38 PM
From: Ready for Scheduling
To: Entered
Duration in Previous: 20d 3h
📅
Status: Ready for Scheduling by Kimberly Hardison Dec 2, 3:43 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 5m
🚨 16.0 business days
👷
▶
2 Technician Assigned Dec 23, 3:39 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20d 23h
⚠️ 6.0 business days
📅
▶
2 Dispatch Scheduled Dec 30, 1:58 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 6d 22h
🚨 10.0 business days
🔄
Status: Reschedule by Abby Jinerson Jan 12, 9:47 AM
From: Scheduled
To: Reschedule
Duration in Previous: 12d 19h
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jan 14, 9:19 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-01-23T18:30:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Joseph Anderson Jan 23, 12:48 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 3h
⏱️
▶
2 5x Labor Added Jan 23, 1:45 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Joseph Anderson
From: Tech On Site
To: Completed
Duration in Previous: 57m
⏱️
▶
2 Labor Added Jan 23, 10:48 PM
Labor Added → Status: Closed
🏁
Status: Closed by Joseph Anderson
From: Completed
To: Closed
Duration in Previous: 9h 2m
⏳ 2.1 business days
📄
▶
2 Status: Ready to Bill Jan 27, 1:09 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-252330

Bottlenecks

Ready for Scheduling
Duration: 14.8 business days (threshold: 1.0 business days)
Exceeded by 13.8 business days
Ready for Scheduling
Duration: 15.4 business days (threshold: 1.0 business days)
Exceeded by 14.4 business days
Assigned
Duration: 5.4 business days (threshold: 4.0 business hours)
Exceeded by 4.9 business days
Scheduled
Duration: 9.6 business days (threshold: 2.0 business days)
Exceeded by 7.6 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00543130
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Joseph Anderson
Scheduled
Jan 23, 1:30 PM
Created
Nov 12, 12:30 PM
Invoice #
SM-252330

Work Details (6)

Name Type Status Qty Amount Date
WL-03076763 Labor Open 0.25 $0.00 Jan 23, 1:45 PM
WL-03076764 Labor Open 1.1166666666667 $895.00 Jan 23, 1:45 PM
WL-03076765 Travel Open 6.7 - Jan 23, 1:45 PM
WL-03076766 Travel Open 127 - Jan 23, 1:45 PM
WL-03076767 Expenses Open 1 $0.00 Jan 23, 1:45 PM
WL-03077672 Labor Open 2.25 $0.00 Jan 23, 10:48 PM

Details