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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01226712 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 GIANT Foods Pharmacy 6055 — 325 Freedom Avenue, Burnham PA, 17009

Dec 30, 2024 → Sep 18, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (75 biz days late)
Active: 77 biz days
Paused: 104 biz days
🕐 Clock stopped: Completed (Sep 18, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸45d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Jun 4, 2025
45 business days (not counted)
▶ Clock Running
Status: Entered
Jun 4 → Jun 4, 2025
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Canceled
Jun 4 → Jun 24, 2025
13 business days (counted)
Running total: 76 of ? biz days used
⏸59d
⏸ Clock Paused
Status: Ready for Release
Jun 24 → Sep 17, 2025
59 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 76 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 17 → Sep 18, 2025
1 business day (counted)
Running total: 77 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 77 of ? biz days used
Created: Dec 30, 2024 Completed: Sep 18, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Jun 4 Ready for Release ⏸ Paused 45 —
Jun 4 → Jun 4 Entered ▶ Running 0 63
Jun 4 → Jun 24 Canceled ▶ Running 13 76
Jun 24 → Sep 17 Ready for Release ⏸ Paused 59 —
Sep 17 → Sep 17 Assigned ▶ Running 0 76
Sep 17 → Sep 18 Scheduled ▶ Running 1 77
Sep 18 → Sep 18 Tech On Site ▶ Running 0 77
Holding 169.1d (excluded)
Coordinators 2.1d
Field Work 1.1d
Billing 0.6d
✗ SLA Missed
Holding (excluded from total)
169.1 days
Coordinators
2.1 days
Over SLA
Field Work
1.1 days
Billing
0.6 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Sep 18, 2025 (104 days early)
📅
181.3 days Total Age
⏱️
63.3d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
0.4d 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 minor delays
Invoiced • 429 days old
🚨
Primary Delay 63.3 days stuck in "On Hold"
⏱️
Total Delay 0.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
63.3d
Ready for Release
105.8d
Canceled
13.6d
Assigned
0.7d / 0.5d SLA
Scheduled
1.4d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
0.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

06/24/2025 JRolston - Moving from cancelled to "Ready for Release" per instruction from Jessica Foley. PM had been cancelled and combined with repair, FSE never went to site, repair handled via phone.


6/4/25 lcoonrod cancelling PM and adding to repair WO-01277551

🔧 Work Performed
Perform PM. Clean kiosk. Clean both screens. No seat lock, audio or LED lights. Check power supply. 1.41 vdc. Needs new power supply. Adjusted positioning feet. Reset screen resolution as it was not at the correct setting upon arrival. Recalibrated touchscreen. Recalibrated BP. Checked scale calibration. Tested kiosk for functionality.
🔍 Technician Findings
Check in with pharmacist. Kiosk is plugged in. No LED lights. No seat lock. No audio.
⚠️ Problem Description
Please Perform a PM on this Kiosk and attach all required photos from Checklist 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%20009%20DCR652.pdf
📄 Description
Merge KMY Kiosk

Timeline

📋
Work Order Created Dec 30, 4:46 PM
Work Order: WO-01226712
Type: Preventive Maintenance
Priority: PSM
🚨 63.9 business days
✅
Status: Ready for Release by Stephanie Ramen Apr 1, 12:17 PM
From: On Hold
To: Ready for Release
Duration in Previous: 91d 18h
🚨 46.0 business days
🆕
Status: Entered by Leona Coonrod Jun 4, 3:10 PM
From: Ready for Release, Entered
To: Entered, Canceled
Duration in Previous: 64d 2h, 0m
🚨 14.0 business days
✅
Status: Ready for Release by John Rolston Jun 24, 1:13 PM
From: Canceled
To: Ready for Release
Duration in Previous: 19d 22h
🚨 60.0 business days
👷
▶
2 Technician Assigned Sep 17, 11:11 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Release
To: Assigned
Duration in Previous: 84d 21h
🗓️
▶
2 Status: Scheduled Sep 17, 4:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-18T13:00:00.000+0000
🔧
Status: Tech On Site by Philip Krogstad Sep 18, 9:30 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 16h 42m
⏱️
▶
2 3x Labor Added Sep 18, 10:20 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by Philip Krogstad
From: Tech On Site
To: Completed
Duration in Previous: 53m
🏁
Status: Closed by Philip Krogstad Sep 18, 6:23 PM
From: Completed
To: Closed
Duration in Previous: 7h 59m
📋
Status: 07e-Partial Project by Timothy Amburgey Sep 19, 10:13 AM
From: Closed, 07e-Partial Project
To: 07e-Partial Project, Ready to Bill
Duration in Previous: 15h 50m
📨
Status: Invoice Pending by Timothy Amburgey Sep 19, 3:18 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 5h 4m, 0m
⏳ 1.0 business days
🧾
Invoice Created Sep 22, 12:07 AM
Invoice Number: SM-241634

Bottlenecks

Assigned
Duration: 5.6 business hours (threshold: 4.0 business hours)
Exceeded by 1.6 business hours
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Philip Krogstad
Scheduled
Sep 18, 9:00 AM
Created
Dec 30, 4:46 PM
Invoice #
SM-241634

Work Details (3)

Name Type Status Qty Amount Date
WL-02940387 Labor Open 2.25 $0.00 Sep 18, 10:20 AM
WL-02940388 Labor Open 1 $0.00 Sep 18, 10:20 AM
WL-02940389 Travel Open 116 $0.00 Sep 18, 10:20 AM

Details