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WO-01329636 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 IL Department of Human Services - Aetna — 5020 Industrial Drive Building B (southside of town), Springfield IL, 62703

Jan 6, 2026 → Mar 11, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (5 biz days late)
Active: 23 biz days
Paused: 21 biz days
🕐 Clock stopped: Completed (Mar 11, 2026)
▶ Clock Running
Status: Created
Jan 6 → Jan 7, 2026
1 business day (counted)
Running total: 1 of ? biz days used
⏸21d
⏸ Clock Paused
Status: Ready for Release
Jan 7 → Feb 7, 2026
21 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 7 → Feb 9, 2026
1 business day (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 12, 2026
3 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Entered
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: On Hold
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 12 → Feb 17, 2026
2 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Entered
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 7 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Feb 17 → Feb 24, 2026
5 business days (counted)
Running total: 12 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Feb 24 → Mar 11, 2026
11 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 11 → Mar 11, 2026
0 business days (counted)
Running total: 23 of ? biz days used
Created: Jan 6, 2026 Completed: Mar 11, 2026
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Jan 6 → Jan 7 Created ▶ Running 1 1
Jan 7 → Feb 7 Ready for Release ⏸ Paused 21 —
Feb 7 → Feb 9 Ready for Scheduling ▶ Running 1 2
Feb 9 → Feb 12 Assigned ▶ Running 3 5
Feb 12 → Feb 12 Entered ▶ Running 0 5
Feb 12 → Feb 12 On Hold ▶ Running 0 5
Feb 12 → Feb 12 Ready for Scheduling ▶ Running 0 5
Feb 12 → Feb 17 Assigned ▶ Running 2 7
Feb 17 → Feb 17 Entered ▶ Running 0 7
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 7
Feb 17 → Feb 24 Assigned ▶ Running 5 12
Feb 24 → Mar 11 Scheduled ▶ Running 11 23
Mar 11 → Mar 11 Tech On Site ▶ Running 0 23
Dispatch 0.0d
Holding 24.0d (excluded)
Coordinators 25.1d
Field Work 0.6d
Billing 0.1d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
24.0 days
Coordinators
25.1 days
Over SLA
Field Work
0.6 days
Billing
0.1 days
Created: Jan 6, 2026 Due: Feb 20, 2026 Completed: Mar 11, 2026 (18 days late)
📅
44.6 days Total Age
⏱️
22.0d in Ready for Release Longest Stage
🔄
15 transitions Status Changes
⚠️
20.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 221 days old
🚨
Primary Delay 22.0 days stuck in "Ready for Release"
⏱️
Total Delay 20.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
2.0d
Ready for Release
22.0d
Ready for Scheduling
1.1d / 1.0d SLA
Assigned
12.5d / 0.5d SLA
Entered
0.0d / 0.5d SLA
Scheduled
11.5d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/24/2026 LHill-rec'd email from Debbie-Yes, that will be fine.

See logged email.


02/23/2026 KKelch-sent email to Debbie-I hate to do this but unfortunately, 2/27 no longer works on our end. Would ¾ between 12 and 2 pm work for you?


02/23/2026 LHill-sent email to Debbie-How about 02/27 Between 12 and 2 pm? Will that work?

See logged email.


02/19/2026 LHill-rec'd email from Debbie-The preventative maintenance can be performed on 2/26/26.

 

The 2nd entry door into the building will be locked so the technician will need to buzz in upon their arrival. There are no other requirements to access the HIGI machine. It is out in the open and to the right side of the hall when you first enter the 5020B Building. I reside in the 5010 middle building but will be the point of contact. I can be reached at 217-786-6773. Let me know if I can be of any further assistance.


02/19/2026 LHill-sent email to Debbie trying to schedule tech visit.


02/19/2026 LHill-LM at (217) 786-6773 for Debbie trying to schedule tech visit.


2/17 KKelch sent an email to Debbie for scheduling

02/12/2026 Email provided. Contact updated. Please attempt via email. debbie.huston@illinois.gov

2/12 KKelch called Deborah to schedule for 2/16 between 12 and 2 pm. Left VM.

2/10 KKelch called Deborah to schedule for 2/16 between 12 and 2 pm. Left VM. 

2/9 KKelch called Deborah to schedule for 2/16 between 12 and 2 pm. Left Vm. 

02/06/2026 Missed this PM last year. Updated contact info. Deborah Huston is waiting for a call to schedule. Please schedule PM as soon as possible.

🔧 Work Performed
Pm completed
🔍 Technician Findings
No issue 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.pdf
📄 Description
Higi Station Hardwired

Timeline

📋
Work Order Created Jan 6, 2:13 PM
Work Order: WO-01329636
Type: Preventive Maintenance
Priority: PSM
✅
Status: Ready for Release by Stephanie Ramen Jan 7, 10:06 AM
From: On Hold
To: Ready for Release
Duration in Previous: 19h 53m
🚨 22.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Feb 6, 10:48 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 30d 12h
⏳ 1.1 business days
👷
▶
2 Technician Assigned Feb 9, 12:30 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 13h
⏳ 4.0 business days
🆕
Status: Entered by Kaitlyn Kelch Feb 12, 9:19 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 2d 20h, 0m
📅
Status: Ready for Scheduling by Chris Bakkemo Feb 12, 12:19 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 2h 59m
👷
▶
2 Technician Assigned Feb 12, 12:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 38m
⏳ 3.0 business days
🆕
▶
2 Status: Entered Feb 17, 11:10 AM
Status: Entered → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Charles Ramen
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Feb 17, 11:16 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2m
⚠️ 6.0 business days
📅
▶
3 Dispatch Scheduled Feb 24, 3:05 PM
Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Laura Hill
From: Assigned
To: Scheduled
Duration in Previous: 7d 3h
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2026-03-04T17:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 25, 10:41 AM
Scheduled For: 2026-03-06T17:30:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 25, 10:48 AM
Scheduled For: 2026-03-05T17:30:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Mar 2, 10:23 AM
Scheduled For: 2026-03-11T16:30:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Kevin Cox Mar 11, 2:24 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 22h
🚗
▶
2 3x Travel Added Mar 11, 2:56 PM
3x Travel Added → Status: Completed
✔️
Status: Completed by Kevin Cox
From: Tech On Site
To: Completed
Duration in Previous: 33m
🏁
Status: Closed by Kevin Cox Mar 11, 6:48 PM
From: Completed
To: Closed
Duration in Previous: 3h 50m
📄
Status: Ready to Bill by Hannah Shaw Mar 12, 10:41 AM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 52m
📨
Status: Invoice Pending by Hannah Shaw Mar 12, 11:17 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 35m, 0m
⏳ 3.0 business days
🧾
Invoice Created Mar 16, 12:07 PM
Invoice Number: SM-256285

Bottlenecks

Assigned
Duration: 3.8 business days (threshold: 4.0 business hours)
Exceeded by 3.3 business days
Assigned
Duration: 2.8 business days (threshold: 4.0 business hours)
Exceeded by 2.3 business days
Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 11.5 business days (threshold: 2.0 business days)
Exceeded by 9.5 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Kevin Cox
Scheduled
Mar 11, 12:30 PM
Created
Jan 6, 2:13 PM
Invoice #
SM-256285

Work Details (3)

Name Type Status Qty Amount Date
WL-03139473 Travel Open 117 $0.00 Mar 11, 2:56 PM
WL-03139474 Labor Open 0.5 $0.00 Mar 11, 2:56 PM
WL-03139475 Labor Open 2.08333 $0.00 Mar 11, 2:56 PM

Details