Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01226904 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Giant Pharmacy 775 — 13330 Franklin Farm Road, Herndon VA, 20171

Dec 30, 2024 → Sep 12, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (73 biz days late)
Active: 75 biz days
Paused: 102 biz days
🕐 Clock stopped: Completed (Sep 12, 2025)
62d
▶ Clock Running
Status: Created
Dec 30 → Mar 31, 2025
62 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Canceled
Mar 31 → Apr 2, 2025
2 business days (counted)
Running total: 64 of ? biz days used
⏸33d
⏸ Clock Paused
Status: Ready for Release
Apr 2 → May 19, 2025
33 business days (not counted)
▶ Clock Running
Status: Canceled
May 19 → May 19, 2025
0 business days (counted)
Running total: 64 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
May 19 → Jun 5, 2025
12 business days (not counted)
▶ Clock Running
Status: Entered
Jun 5 → Jun 5, 2025
0 business days (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Canceled
Jun 5 → Jun 9, 2025
2 business days (counted)
Running total: 66 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Jun 9 → Jun 24, 2025
10 business days (not counted)
▶ Clock Running
Status: Entered
Jun 24 → Jun 24, 2025
0 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Canceled
Jun 24 → Jun 25, 2025
1 business day (counted)
Running total: 67 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Jun 25 → Jul 9, 2025
9 business days (not counted)
▶ Clock Running
Status: Canceled
Jul 9 → Jul 9, 2025
0 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Entered
Jul 9 → Jul 9, 2025
0 business days (counted)
Running total: 67 of ? biz days used
⏸38d
⏸ Clock Paused
Status: Ready for Release
Jul 9 → Sep 2, 2025
38 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 2 → Sep 12, 2025
8 business days (counted)
Running total: 75 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 75 of ? biz days used
Created: Dec 30, 2024 Completed: Sep 12, 2025
Show SLA Clock Detail (17 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Mar 31 Created ▶ Running 62 62
Mar 31 → Apr 2 Canceled ▶ Running 2 64
Apr 2 → May 19 Ready for Release ⏸ Paused 33 —
May 19 → May 19 Canceled ▶ Running 0 64
May 19 → Jun 5 Ready for Release ⏸ Paused 12 —
Jun 5 → Jun 5 Entered ▶ Running 0 64
Jun 5 → Jun 9 Canceled ▶ Running 2 66
Jun 9 → Jun 24 Ready for Release ⏸ Paused 10 —
Jun 24 → Jun 24 Entered ▶ Running 0 66
Jun 24 → Jun 25 Canceled ▶ Running 1 67
Jun 25 → Jul 9 Ready for Release ⏸ Paused 9 —
Jul 9 → Jul 9 Canceled ▶ Running 0 67
Jul 9 → Jul 9 Entered ▶ Running 0 67
Jul 9 → Sep 2 Ready for Release ⏸ Paused 38 —
Sep 2 → Sep 2 Assigned ▶ Running 0 67
Sep 2 → Sep 12 Scheduled ▶ Running 8 75
Sep 12 → Sep 12 Tech On Site ▶ Running 0 75
Dispatch 0.0d
Holding 168.1d (excluded)
Coordinators 8.5d
Field Work 0.2d
Billing 0.3d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
168.1 days
Coordinators
8.5 days
Over SLA
Field Work
0.2 days
Billing
0.3 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Sep 12, 2025 (110 days early)
📅
177.3 days Total Age
⏱️
62.3d in On Hold Longest Stage
🔄
18 transitions Status Changes
⚠️
7.4d 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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Generating AI analysis...
Completed with minor delays
Invoiced • 429 days old
🚨
Primary Delay 62.3 days stuck in "On Hold"
⏱️
Total Delay 7.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
62.3d
Canceled
7.8d
Ready for Release
105.8d
Entered
0.0d / 0.5d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
8.4d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.9d / 1.0d SLA
Ready to Bill
0.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
7/9/2025jsells cancel and adding to repair WO-01290788 6/24/25 lcoonrod cancelled PM and added to repairWO-01283894 6/5/25 lcoonrod cancelled PM and added to repair case 00499246 3/31/2025 jsells cancel and add to repair wo WO-01261774
🔧 Work Performed
9/12/25 PC- PM Technician Findings upon arrival: Found unit fully functional. Actions Taken/Work Performed: Completed Higi PM. When I got to unit it had a Process Monitor message on unit. Did a restart of unit and unit was working. May need a new PC not sure. Final Resolution: Follow up needed.
🔍 Technician Findings
9/12/25 PC- PM Technician Findings upon arrival: Found unit fully functional. Actions Taken/Work Performed: Completed Higi PM. When I got to unit it had a Process Monitor message on unit. Did a restart of unit and unit was working. May need a new PC not sure. Final Resolution: Follow up needed.
⚠️ 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, 4:47 PM
Work Order: WO-01226904
Type: Preventive Maintenance
Priority: PSM
🚨 62.9 business days
🚫
Status: Canceled by Jessica Sells Mar 31, 5:46 PM
From: On Hold
To: Canceled
Duration in Previous: 90d 23h
⏳ 2.8 business days
✅
Status: Ready for Release by Scott Berry Apr 2, 10:51 AM
From: Canceled
To: Ready for Release
Duration in Previous: 1d 17h
🚨 34.0 business days
🚫
Status: Canceled by Sherry Reich May 19, 11:06 AM
From: Ready for Release
To: Canceled
Duration in Previous: 47d 0h
✅
Status: Ready for Release by Jessica Foley May 19, 2:11 PM
From: Canceled
To: Ready for Release
Duration in Previous: 3h 5m
🚨 13.0 business days
🆕
▶
2 Status: Entered Jun 5, 1:17 PM
Status: Entered → Status: Canceled
🚫
Status: Canceled by Leona Coonrod
From: Entered
To: Canceled
Duration in Previous: 2m
⏳ 3.0 business days
✅
Status: Ready for Release by Jessica Foley Jun 9, 11:09 AM
From: Canceled
To: Ready for Release
Duration in Previous: 3d 21h
🚨 11.0 business days
🆕
Status: Entered by Leona Coonrod Jun 24, 1:56 PM
From: Ready for Release, Entered
To: Entered, Canceled
Duration in Previous: 15d 2h, 0m
⏳ 2.0 business days
✅
Status: Ready for Release by Jessica Foley Jun 25, 3:21 PM
From: Canceled
To: Ready for Release
Duration in Previous: 1d 1h
🚨 10.0 business days
🚫
Status: Canceled by Jessica Sells Jul 9, 11:30 AM
From: Ready for Release
To: Canceled
Duration in Previous: 13d 20h
🆕
Status: Entered by Jessica Sells Jul 9, 3:56 PM
From: Canceled, Entered
To: Entered, Ready for Release
Duration in Previous: 4h 25m, 0m
🚨 39.0 business days
👷
▶
2 Technician Assigned Sep 2, 4:22 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Release
To: Assigned
Duration in Previous: 55d 0h
🗓️
▶
2 Status: Scheduled Sep 2, 4:29 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-12T14:00:00.000+0000
⏳ 4.9 business days
📅
Dispatch Scheduled by Melissa Owens Sep 8, 9:41 AM
Scheduled For: 2025-09-12T15:30:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Praelow Cameron Sep 12, 11:15 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 18h
✔️
Status: Completed by Praelow Cameron Sep 12, 12:03 PM
From: Tech On Site
To: Completed
Duration in Previous: 47m
⏱️
▶
2 3x Labor Added Sep 12, 12:34 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Praelow Cameron
From: Completed
To: Closed
Duration in Previous: 31m
⏳ 2.0 business days
📄
Status: Ready to Bill by Timothy Amburgey Sep 15, 9:43 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 21h
📨
Status: Invoice Pending by Timothy Amburgey Sep 15, 12:30 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2h 46m, 0m
⏳ 3.0 business days
🧾
Invoice Created Sep 17, 9:27 PM
Invoice Number: SM-240942

Bottlenecks

Scheduled
Duration: 8.4 business days (threshold: 2.0 business days)
Exceeded by 6.4 business days
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.4 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Praelow Cameron
Scheduled
Sep 12, 11:30 AM
Created
Dec 30, 4:47 PM
Invoice #
SM-240942

Work Details (3)

Name Type Status Qty Amount Date
WL-02934053 Labor Open 0.5 $0.00 Sep 12, 12:34 PM
WL-02934054 Labor Open 1 $0.00 Sep 12, 12:34 PM
WL-02934055 Travel Open 4 $0.00 Sep 12, 12:34 PM

Details