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WO-01327086 ↗ ServiceMax

The Cigna Group • Inspection • PSM

📍 The Cigna Group - NPR — 1111 N. Capitol St. NE, Washington DC, 20002

Dec 17, 2025 → Jan 7, 2026

✅ Completed
PSM Last business day of December 2025
Target: Dec 31, 2025
🕐 Clock stopped: Completed (Jan 8)
✗ SLA Missed (7d late)
Dispatch 0.0d
Coordinators 17.3d
Field Work 1.4d
Billing 0.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
17.3 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
0.0 days
Created: Dec 17, 2025 Due: Jan 16, 2026 Completed: Jan 8, 2026 (8 days early)
📅
15.8 days Total Age
⏱️
12.0d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
15.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552529
eBiotrack - New Inspection Created
Closed
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31979
Priority
Standard
Origin
Email
Reason
New Case
Contact
Allison Borders
Owner
Kimberly Hardison
Created
Dec 17, 2025
Work Orders from this Case (1)
WO-01327086 (current) Invoiced
Inspection • Michael Harris
Created: Dec 17, 2025 • Closed: Jan 7, 2026
Completed with significant delays
Invoiced • 148 days old
🚨
Primary Delay 12.0 days stuck in "Assigned"
⏱️
Total Delay 15.2 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
12.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED

1/5 MOwens Donya replied back that 1/5 would work for the visit. I replied back that he is fully scheduled for today already. Offered 1/7 thru 1/9 as open dates to schedule for this week. Donya replied back that 1/7 in the morning works for her. I let her know the eta will be around 11am.

12/26 MOwens Sent email to Donya Butler requesting to schedule the inspection visit for Mon 1/5 with arrival between 10-11am.


Scheduling ahead needed: Yes 

Certain day or time: M-Thurs morning hours 

Confirmed contact information is correct: Yes.  

Anything additional needed for tech to gain access to the facility: The technician may call ahead to confirm and would need to sign in at the front desk. 

 


12/18/2025 LHill-rec'd email from Donya Butler-A good date and time are Monday -Thursday morning works for me. The technician may call ahead to confirm and would need to sign in at the front desk. The contact information for NPR is 202-513-3175 and ask for me. Thank you. See logged email.,


12/18/2025 LHill-rec'd email from Allison Border-I’ve copied Jamila Talley and Donya Butler on this email. They work in the Health Center at NPR and will be able to arrange this for you.


12/18/2025 LHill-sent email to Allison Borders at allison.borders@evernorth.com to confirm contact & equipment.


12/18/2025 LHill-Called 423-580-9215 for Allison Borders. Was unable to leave a message. Rings until it disconnects. Had to log call manually.

🔧 Work Performed
24 units were tagged with asset tags and inspected.
🔍 Technician Findings
Initial Annual Inspection Service
⚠️ Problem Description
Initial Annual Inspection Service https://www.ebiotrack.com/inspection.php?iid=31979

Timeline

📞
Case Linked Dec 17, 2:21 PM
Case Number: 00552529
Subject: eBiotrack - New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Dec 17, 4:34 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 2.9 business days
👷
▶
2 Technician Assigned Dec 19, 9:55 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 17h
🚨 12.0 business days
🗓️
▶
2 Status: Scheduled Jan 5, 10:43 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-07T16:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Matthew Bateman Jan 7, 11:38 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 0h
⏱️
▶
2 8x Labor Added Jan 7, 10:33 PM
8x Labor Added → Status: Completed
✔️
Status: Completed by Michael Harris
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 10h 59m, 0m
⏳ 2.2 business days
📄
▶
2 Status: Ready to Bill Jan 9, 4:03 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Nancy Suarez
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 1.0 business days
🧾
Invoice Created Jan 11, 9:37 PM
Invoice Number: SM-250931

Bottlenecks

Ready for Scheduling
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Assigned
Duration: 12.0 business days (threshold: 4.0 business hours)
Exceeded by 11.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00552529
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Michael Harris
Scheduled
Jan 7, 11:00 AM
Created
Dec 17, 4:34 PM
Invoice #
SM-250931

Work Details (8)

Name Type Status Qty Amount Date
WL-03057171 Labor Open 3 $0.00 Jan 7, 10:33 PM
WL-03057172 Labor Open 3.3166666666667 $895.00 Jan 7, 10:33 PM
WL-03057173 Labor Open 2.3 $0.00 Jan 7, 10:33 PM
WL-03057174 Travel Open 105 - Jan 7, 10:33 PM
WL-03057175 Travel Open 105 - Jan 7, 10:33 PM
WL-03057176 Expenses Open 1 $0.00 Jan 7, 10:33 PM
WL-03057177 Expenses Open 1 $0.00 Jan 7, 10:33 PM
WL-03057178 Expenses Open 1 $0.00 Jan 7, 10:33 PM

Details