Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01226920 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Martin's Pharmacy 6107 — 901 Foxcroft Avenue, Martinsburg WV, 25401

Dec 30, 2024 → Oct 10, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (132 biz days late)
Active: 134 biz days
Paused: 63 biz days
🕐 Clock stopped: Completed (Oct 10, 2025)
▶ Clock Running
Status: Created
Dec 30 → Jan 21, 2025
14 business days (counted)
Running total: 14 of ? biz days used
107d
▶ Clock Running
Status: Canceled
Jan 21 → Jun 24, 2025
107 business days (counted)
Running total: 121 of ? biz days used
⏸29d
⏸ Clock Paused
Status: Ready for Release
Jun 24 → Aug 5, 2025
29 business days (not counted)
▶ Clock Running
Status: Canceled
Aug 5 → Aug 7, 2025
2 business days (counted)
Running total: 123 of ? biz days used
⏸34d
⏸ Clock Paused
Status: Ready for Release
Aug 7 → Sep 25, 2025
34 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 25 → Sep 26, 2025
1 business day (counted)
Running total: 124 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 26 → Oct 10, 2025
10 business days (counted)
Running total: 134 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 134 of ? biz days used
Created: Dec 30, 2024 Completed: Oct 10, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Jan 21 Created ▶ Running 14 14
Jan 21 → Jun 24 Canceled ▶ Running 107 121
Jun 24 → Aug 5 Ready for Release ⏸ Paused 29 —
Aug 5 → Aug 7 Canceled ▶ Running 2 123
Aug 7 → Sep 25 Ready for Release ⏸ Paused 34 —
Sep 25 → Sep 26 Assigned ▶ Running 1 124
Sep 26 → Oct 10 Scheduled ▶ Running 10 134
Oct 10 → Oct 10 Tech On Site ▶ Running 0 134
Holding 79.1d (excluded)
Coordinators 12.0d
Field Work 0.5d
Billing 0.1d
✗ SLA Missed
Holding (excluded from total)
79.1 days
Coordinators
12.0 days
Over SLA
Field Work
0.5 days
Billing
0.1 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Oct 10, 2025 (82 days early)
📅
197.3 days Total Age
⏱️
107.5d in Canceled Longest Stage
🔄
12 transitions Status Changes
⚠️
9.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 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 107.5 days stuck in "Canceled"
⏱️
Total Delay 9.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
14.3d
Canceled
110.5d
Ready for Release
64.9d
Assigned
1.6d / 0.5d SLA
Scheduled
10.5d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
0.4d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
8/5 KHardison, cancelling, combining with repair WO.

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.


adding to repair WO

🔧 Work Performed
10/10/25 PC- PM Technician Findings upon arrival: Found unit fully functional. Actions Taken/Work Performed: Completed Higi PM. Unit will need new Ad monitor. Final Resolution: Follow up needed.
🔍 Technician Findings
10/10/25 PC- PM Technician Findings upon arrival: Found unit fully functional. Actions Taken/Work Performed: Completed Higi PM. Unit will need new Ad monitor. 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.pdf
📄 Description
Merge KMY Kiosk

Timeline

📋
Work Order Created Dec 30, 4:47 PM
Work Order: WO-01226920
Type: Preventive Maintenance
Priority: PSM
🚨 14.9 business days
🚫
Status: Canceled by Jessica Sells Jan 21, 3:07 PM
From: On Hold
To: Canceled
Duration in Previous: 21d 22h
🚨 108.0 business days
✅
Status: Ready for Release by John Rolston Jun 24, 1:07 PM
From: Canceled
To: Ready for Release
Duration in Previous: 153d 20h
🚨 30.0 business days
🚫
Status: Canceled by Kimberly Hardison Aug 5, 12:05 PM
From: Ready for Release
To: Canceled
Duration in Previous: 41d 22h
⏳ 3.0 business days
✅
Status: Ready for Release by Jessica Foley Aug 7, 9:37 AM
From: Canceled
To: Ready for Release
Duration in Previous: 1d 21h
🚨 35.0 business days
👷
▶
2 Technician Assigned Sep 25, 3:31 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Release
To: Assigned
Duration in Previous: 49d 5h
⏳ 2.0 business days
📅
▶
3 Dispatch Scheduled Sep 26, 4:14 PM
Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1d 0h
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-10T12:30:00.000+0000
⏳ 4.0 business days
💵
2x Expenses Added Oct 1, 5:30 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 7.8 business days
🔧
Status: Tech On Site by Praelow Cameron Oct 10, 8:15 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 16h
✔️
Status: Completed by Praelow Cameron Oct 10, 9:07 AM
From: Tech On Site
To: Completed
Duration in Previous: 51m
⏱️
▶
2 3x Labor Added Oct 10, 11:52 AM
3x Labor Added → Status: Closed
🏁
Status: Closed by Praelow Cameron
From: Completed
To: Closed
Duration in Previous: 2h 46m
📄
Status: Ready to Bill by Hannah Shaw Oct 10, 3:14 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3h 20m
📨
Status: Invoice Pending by Hannah Shaw Oct 10, 4:19 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1h 5m
💰
Status: Invoiced by Hannah Shaw Oct 10, 4:24 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
⏳ 0.9 business days
🧾
Invoice Created Oct 13, 12:17 PM
Invoice Number: SM-243397

Bottlenecks

Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 10.5 business days (threshold: 2.0 business days)
Exceeded by 8.5 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Praelow Cameron
Scheduled
Oct 10, 8:30 AM
Created
Dec 30, 4:47 PM
Invoice #
SM-243397

Work Details (5)

Name Type Status Qty Amount Date
WL-02956569 Expenses Open 1 $0.00 Oct 1, 5:30 PM
WL-02956570 Expenses Open 1 $0.00 Oct 1, 5:30 PM
WL-02966380 Labor Open 0.5 $0.00 Oct 10, 11:52 AM
WL-02966381 Labor Open 1 $0.00 Oct 10, 11:52 AM
WL-02966382 Travel Open 1 $0.00 Oct 10, 11:52 AM

Details