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← WO Overview

WO-01328193 ↗ ServiceMax

The Cigna Group • Inspection • PSM

📍 Cigna - Fort Myers — 14311 Metropolis Ave. Unit 102, Fort Myers FL, 33912

Dec 29, 2025 → Feb 27, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (38 biz days late)
Active: 41 biz days
🕐 Clock stopped: Tech Off Site (Feb 27, 2026)
▶ Clock Running
Status: Created
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 29 → Jan 2, 2026
3 business days (counted)
Running total: 3 of ? biz days used
29d
▶ Clock Running
Status: Assigned
Jan 2 → Feb 16, 2026
29 business days (counted)
Running total: 32 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 27, 2026
9 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 41 of ? biz days used
Created: Dec 29, 2025 Tech Off Site: Feb 27, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 29 → Dec 29 Created ▶ Running 0 0
Dec 29 → Jan 2 Ready for Scheduling ▶ Running 3 3
Jan 2 → Feb 16 Assigned ▶ Running 29 32
Feb 16 → Feb 27 Scheduled ▶ Running 9 41
Feb 27 → Feb 27 Tech On Site ▶ Running 0 41
Dispatch 0.0d
Coordinators 42.5d
Field Work 0.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
42.5 days
Over SLA
Field Work
0.9 days
Created: Dec 29, 2025 Due: Feb 27, 2026 Completed: Feb 28, 2026 (on time)
📅
42.0 days Total Age
⏱️
29.5d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
41.0d 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 #00554465
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service 95 Pcs https://www.ebiotrack.com/inspection.php?iid=32121
Priority
Standard
Origin
Email
Reason
New Case
Contact
Danielle Faulkner
Owner
Kimberly Hardison
Created
Dec 28, 2025
Work Orders from this Case (1)
WO-01328193 (current) Invoiced
Inspection • Joseph Anderson
Created: Dec 29, 2025 • Closed: Feb 27, 2026
Completed with significant delays
Invoiced • 230 days old
🚨
Primary Delay 29.5 days stuck in "Assigned"
⏱️
Total Delay 41.0 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
4.0d / 1.0d SLA
Assigned
29.5d / 0.5d SLA
Scheduled
9.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.3d / 1.0d SLA
Closed
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/27/26 AJinerson - Called site to inform them tech later arrival between 11am-12pm. Site confirmed this time is OK. 

(per tech had urgent matter to take care of this morning and late start). 


2/23/26 AJinerson - Received email back from Danielle confirming rescheduling tech visit for Friday, 2/27 between 9am-11am.


2/23/26 AJinerson - Sent email to Danielle regarding rescheduling tech visit to Friday, 2/27 between 9am-11am.


2/23/26 AJinerson - Called Danielle again needing to reschedule again due to repairs coming in. Spoke with Priscilla since Danielle was in meeting. Let Priscilla know we need to reschedule for Friday, 2/27 with eta between 9am-11am. 

She will let Danielle know, but will also send an email on this: 

danielle.faulkner@evernorth.com 


2/17/26 AJinerson - Called site needing to reschedule tech visit (due to repair coming in). Spoke with Danielle and confirmed rescheduling for Tuesday, 2/24 with eta between 9am-11am. 


2/16/26 AJinerson - Danielle Faulkner called back reqeusting to schedule for Monday, 2/23 with eta between 9am-11am. Confirmed. 

POC onsite: Danielle Faulkner

Arrival instructions: Tech can check in at front desk


2/16/26 AJinerson - Called site to schedule tech visit. Spoke with staff who took my contact info to pass to Danielle, but will follow up w/ email as well. 

🔧 Work Performed
Inspected 110 pieces of equipment.
🔍 Technician Findings
Complete Annual Equipment Electrical Safety Test And Calibration Service.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service 95 Pcs https://www.ebiotrack.com/inspection.php?iid=32121

Timeline

📞
Case Linked Dec 28, 6:00 AM
Case Number: 00554465
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Dec 29, 10:38 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Kimberly Hardison
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 4.0 business days
👷
▶
2 Technician Assigned Jan 2, 3:05 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4d 4h
🚨 30.0 business days
📅
▶
2 Dispatch Scheduled Feb 16, 1:08 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 44d 22h
⏳ 1.0 business days
📅
Dispatch Scheduled by Abby Jinerson Feb 17, 1:59 PM
Scheduled For: 2026-02-24T14:00:00.000+0000, 2026-02-24T13:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Abby Jinerson Feb 20, 12:09 PM
Scheduled For: 2026-02-25T14:00:00.000+0000, 2026-02-25T13:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Abby Jinerson Feb 23, 12:05 PM
Scheduled For: 2026-02-27T14:00:00.000+0000, 2026-02-27T13:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Abby Jinerson Feb 27, 10:53 AM
Scheduled For: 2026-02-27T16:00:00.000+0000, 2026-02-27T15:00:00.000+0000
🔧
Status: Tech On Site by Joseph Anderson Feb 27, 11:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 10d 22h
⏱️
▶
2 3x Labor Added Feb 27, 4:38 PM
3x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Joseph Anderson
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4h 57m
✔️
Status: Completed by Joseph Anderson Feb 27, 4:50 PM
From: Tech Off Site
To: Completed
Duration in Previous: 8m
⏱️
▶
2 2x Labor Added Feb 27, 9:08 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Joseph Anderson
From: Completed
To: Closed
Duration in Previous: 4h 18m
⏳ 3.4 business days
📄
▶
2 Status: Ready to Bill Mar 4, 11:55 AM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255552

Bottlenecks

Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Assigned
Duration: 29.5 business days (threshold: 4.0 business hours)
Exceeded by 29.0 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00554465
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Joseph Anderson
Scheduled
Feb 27, 10:00 AM
Created
Dec 29, 10:38 AM
Invoice #
SM-255552

Work Details (5)

Name Type Status Qty Amount Date
WL-03123802 Labor Open 0.75 $0.00 Feb 27, 4:38 PM
WL-03123803 Travel Open 20 - Feb 27, 4:38 PM
WL-03123804 Travel Open 20 - Feb 27, 4:38 PM
WL-03124369 Labor Open 5.0833333333333 $2,742.00 Feb 27, 9:08 PM
WL-03124370 Labor Open 1.0333333333333 $0.00 Feb 27, 9:08 PM

Details