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WO-01339761 ↗ ServiceMax

The Cigna Group • Inspection • PSM

📍 CIGNA - Franklin, TN — 730 Cool Springs Blvd, Ste 500, Franklin TN, 37067

Jan 26, 2026 → Mar 13, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (27 biz days late)
Active: 32 biz days
🕐 Clock stopped: Completed (Mar 12, 2026)
▶ Clock Running
Status: Created
Jan 26 → Jan 27, 2026
1 business day (counted)
Running total: 1 of ? biz days used
14d
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Feb 17, 2026
14 business days (counted)
Running total: 15 of ? biz days used
11d
▶ Clock Running
Status: Assigned
Feb 17 → Mar 4, 2026
11 business days (counted)
Running total: 26 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Mar 4 → Mar 12, 2026
6 business days (counted)
Running total: 32 of ? biz days used
Created: Jan 26, 2026 Completed: Mar 12, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 27 Created ▶ Running 1 1
Jan 27 → Feb 17 Ready for Scheduling ▶ Running 14 15
Feb 17 → Mar 4 Assigned ▶ Running 11 26
Mar 4 → Mar 12 Scheduled ▶ Running 6 32
Dispatch 1.9d
Coordinators 32.9d
Field Work 1.5d
✗ SLA Missed
Dispatch
1.9 days
Over SLA
Coordinators
32.9 days
Over SLA
Field Work
1.5 days
Over SLA
Created: Jan 26, 2026 Due: Mar 31, 2026 Completed: Mar 13, 2026 (18 days early)
📅
33.9 days Total Age
⏱️
15.0d in Ready for Scheduling Longest Stage
🔄
6 transitions Status Changes
⚠️
32.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562000
eBiotrack - Automated New Inspection Created
Closed
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 25 pieces https://www.ebiotrack.com/inspection.php?iid=32668
Priority
Standard
Origin
Email
Reason
New Case
Contact
Kennedy Barnes
Owner
Leona Coonrod
Created
Jan 26, 2026
Work Orders from this Case (1)
WO-01339761 (current) Invoiced
Inspection • Michael Swingle
Created: Jan 26, 2026 • Closed: Mar 13, 2026
Completed with significant delays
Invoiced • 202 days old
🚨
Primary Delay 15.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 32.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.9d / 0.5d SLA
Ready for Scheduling
15.0d / 1.0d SLA
Assigned
11.6d / 0.5d SLA
Scheduled
6.3d / 2.0d SLA
Completed
1.5d / 1.0d SLA
Closed
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/4 MOwens Kennedy replied back that a Wed or Thurs 8-3pm works the best. Replied back and scheduled the inspection on Thurs. 3/12 from 12-3pm.

3/4 MOwens Called to speak to Kennedy Barnes but rang fast busy. Sent email to Kennedy as well.

🔧 Work Performed
performed an inspection and electrical testing on all Biomed equipment. I placed all equipment back into service and is ready for use.
🔍 Technician Findings
I arrived on site to do an inspection on the BioMed equipment.
⚠️ Problem Description
Inspection: Annual Equipment Electrical Safety Test And Calibration Service 25 pieces https://www.ebiotrack.com/inspection.php?iid=32668

Timeline

📞
Case Linked Jan 26, 6:02 AM
Case Number: 00562000
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
Work Order Created Jan 26, 11:46 AM
Work Order: WO-01339761
Type: Inspection
Priority: PSM
📅
Status: Ready for Scheduling by Leona Coonrod Jan 27, 9:05 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 21h 19m
🚨 15.0 business days
👷
▶
2 Technician Assigned Feb 17, 2:17 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21d 5h
🚨 12.0 business days
🗓️
▶
2 Status: Scheduled Mar 4, 4:16 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-12T16:00:00.000+0000
⏳ 5.0 business days
📅
Dispatch Scheduled by Melissa Owens Mar 10, 10:21 AM
Scheduled For: 2026-03-12T17:00:00.000+0000
⏳ 3.0 business days
⏱️
▶
2 5x Labor Added Mar 12, 3:50 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by MICHAEL SWINGLE
From: Scheduled
To: Completed
Duration in Previous: 7d 22h
🏁
Status: Closed by MICHAEL SWINGLE Mar 13, 7:11 AM
From: Completed
To: Closed
Duration in Previous: 15h 17m
⏳ 2.0 business days
📄
▶
2 Status: Ready to Bill Mar 16, 6:42 PM
Status: Ready to Bill → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256677

Bottlenecks

Entered
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Ready for Scheduling
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days
Assigned
Duration: 11.6 business days (threshold: 4.0 business hours)
Exceeded by 11.1 business days
Scheduled
Duration: 6.3 business days (threshold: 2.0 business days)
Exceeded by 4.3 business days
Completed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00562000
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Michael Swingle
Scheduled
Mar 12, 1:00 PM
Created
Jan 26, 11:46 AM
Invoice #
SM-256677

Work Details (5)

Name Type Status Qty Amount Date
WL-03141715 Labor Open 0.26666666666667 $0.00 Mar 12, 3:50 PM
WL-03141716 Labor Open 1.9833333333333 $895.00 Mar 12, 3:50 PM
WL-03141717 Labor Open 1 $0.00 Mar 12, 3:50 PM
WL-03141718 Travel Open 9 - Mar 12, 3:50 PM
WL-03141719 Travel Open 37 - Mar 12, 3:50 PM

Details