Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351771 ↗ ServiceMax

The Cigna Group • Inspection • PSM

📍 Cigna Onsite Health- Mohawk Dallas — 7834 C.F. Hawn Freeway, Dallas TX, 75217

Feb 16, 2026 → Mar 24, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (16 biz days late)
Active: 26 biz days
🕐 Clock stopped: Completed (Mar 24, 2026)
▶ Clock Running
Status: Created
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 1 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Feb 17 → Feb 23, 2026
4 business days (counted)
Running total: 5 of ? biz days used
21d
▶ Clock Running
Status: Scheduled
Feb 23 → Mar 24, 2026
21 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 24 → Mar 24, 2026
0 business days (counted)
Running total: 26 of ? biz days used
Created: Feb 16, 2026 Completed: Mar 24, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 16 → Feb 16 Created ▶ Running 0 0
Feb 16 → Feb 17 Ready for Scheduling ▶ Running 1 1
Feb 17 → Feb 23 Assigned ▶ Running 4 5
Feb 23 → Mar 24 Scheduled ▶ Running 21 26
Mar 24 → Mar 24 Tech On Site ▶ Running 0 26
Coordinators 27.2d
Field Work 0.5d
Billing 0.0d
✗ SLA Missed
Coordinators
27.2 days
Over SLA
Field Work
0.5 days
Billing
0.0 days
Created: Feb 16, 2026 Due: Apr 30, 2026 Completed: Mar 24, 2026 (37 days early)
📅
26.0 days Total Age
⏱️
21.6d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
24.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00568539
eBiotrack - Automated New Inspection Created
Closed
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 32 https://www.ebiotrack.com/inspection.php?iid=33078
Priority
Standard
Origin
Email
Reason
New Case
Contact
Celina Contreras
Owner
Shelby Robinson
Created
Feb 16, 2026
Work Orders from this Case (1)
WO-01351771 (current) Invoiced
Inspection • Zachary Stieben
Created: Feb 16, 2026 • Closed: Mar 24, 2026
Completed with significant delays
Invoiced • 179 days old
🚨
Primary Delay 21.6 days stuck in "Scheduled"
⏱️
Total Delay 24.1 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
1.0d / 1.0d SLA
Assigned
4.6d / 0.5d SLA
Scheduled
21.6d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23 KKelch scheduled per logged email from Celina

2/23 KKelch sent an email for scheduling

🔧 Work Performed
Inspected 34 pieces of equipment. Completed EBT inspection report.
🔍 Technician Findings
3/24/2026 Zachary Stieben arrived on site. Found 34 pieces of equipment to be inspected.
⚠️ Problem Description
Annual Equipment Electrical Safety Test And Calibration Service Equipment: 32 https://www.ebiotrack.com/inspection.php?iid=33078

Timeline

📞
Case Linked Feb 16, 6:00 AM
Case Number: 00568539
Subject: eBiotrack - Automated New Inspection Created
Status: Closed
📋
▶
2 Work Order Created Feb 16, 9:49 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Shelby Robinson
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
⏳ 1.0 business days
👷
▶
2 Technician Assigned Feb 17, 1:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 4h
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Feb 23, 2:12 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-25T14:00:00.000+0000
🚨 22.0 business days
📅
▶
2 Dispatch Scheduled Mar 24, 1:02 PM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-24T19:00:00.000+0000, 2026-03-24T18:30:00.000+0000
🔧
Status: Tech On Site by Zachary Stieben Mar 24, 1:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 28d 22h
✔️
Status: Completed by Zachary Stieben Mar 24, 3:03 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 49m
🚗
▶
3 2x Travel Added Mar 24, 4:54 PM
2x Travel Added → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.66666666666667, 2.3333333333333
🏁
Status: Closed by Zachary Stieben
From: Completed
To: Closed
Duration in Previous: 1h 53m
📄
▶
2 Status: Ready to Bill Mar 25, 1:23 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Diane Patton
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Mar 27, 7:07 PM
Invoice Number: SM-257447

Bottlenecks

Assigned
Duration: 4.6 business days (threshold: 4.0 business hours)
Exceeded by 4.1 business days
Scheduled
Duration: 21.6 business days (threshold: 2.0 business days)
Exceeded by 19.6 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours

🔗 Related Artifacts

📞
Case 00568539
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Inspection
Branch
Edge
Technician
Zachary Stieben
Scheduled
Mar 24, 2:30 PM
Created
Feb 16, 9:49 AM
Invoice #
SM-257447

Work Details (5)

Name Type Status Qty Amount Date
WL-03157270 Travel Open 26 - Mar 24, 4:54 PM
WL-03157271 Travel Open 32 - Mar 24, 4:54 PM
WL-03157272 Labor Open 0.66666666666667 $0.00 Mar 24, 4:56 PM
WL-03157273 Labor Open 2.3333333333333 $1,195.00 Mar 24, 4:56 PM
WL-03157274 Labor Open 0.66666666666667 $0.00 Mar 24, 4:56 PM

Details