Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01227600 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Stop&Shop 062 — 99 Charles Street, Malden MA, 02148

Dec 30, 2024 → Sep 11, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (108 biz days late)
Active: 110 biz days
Paused: 67 biz days
🕐 Clock stopped: Completed (Sep 12, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸25d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → May 6, 2025
25 business days (not counted)
33d
▶ Clock Running
Status: Canceled
May 6 → Jun 24, 2025
33 business days (counted)
Running total: 96 of ? biz days used
⏸42d
⏸ Clock Paused
Status: Ready for Release
Jun 24 → Aug 22, 2025
42 business days (not counted)
▶ Clock Running
Status: Assigned
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 96 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 11, 2025
13 business days (counted)
Running total: 109 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 11 → Sep 12, 2025
1 business day (counted)
Running total: 110 of ? biz days used
Created: Dec 30, 2024 Completed: Sep 12, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → May 6 Ready for Release ⏸ Paused 25 —
May 6 → Jun 24 Canceled ▶ Running 33 96
Jun 24 → Aug 22 Ready for Release ⏸ Paused 42 —
Aug 22 → Aug 22 Assigned ▶ Running 0 96
Aug 22 → Sep 11 Scheduled ▶ Running 13 109
Sep 11 → Sep 12 Tech On Site ▶ Running 1 110
Holding 132.2d (excluded)
Coordinators 14.0d
Field Work 1.0d
Billing 0.8d
✗ SLA Missed
Holding (excluded from total)
132.2 days
Coordinators
14.0 days
Over SLA
Field Work
1.0 days
Over SLA
Billing
0.8 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Sep 12, 2025 (110 days early)
📅
176.3 days Total Age
⏱️
63.3d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
12.0d 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 significant delays
Invoiced • 429 days old
🚨
Primary Delay 63.3 days stuck in "On Hold"
⏱️
Total Delay 12.0 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
69.0d
Canceled
33.7d
Scheduled
14.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.8d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

6/24/25 KW reopened PM WO as prior repair/pm was closed fixed by phone. PM still needed

🔧 Work Performed
On arrival, I noticed that the bamboo seat was not properly fastened to the seat assembly. Only two screws remain. Those screws do not go into the holes any longer because they have been enlarged. Upon discussion with phil, trip to the hardware store to pick up wood screws was not suggested due to manufacturer guidelines. OEM screws required.  None of the original remaining screws fit any of the holes in the bamboo seat. All the holes in the seat are stripped out. Recommend replacing seat as well.
🔍 Technician Findings
On arrival, I noticed that the bamboo seat was not properly fastened to the seat assembly. Only two screws remain. Those screws do not go into the holes any longer because they have been enlarged. Upon discussion with phil, trip to the hardware store to pick up wood screws was not suggested due to manufacturer guidelines. OEM screws required.  None of the original remaining screws fit any of the holes in the bamboo seat. All the holes in the seat are stripped out. Recommend replacing seat as well.
⚠️ 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, 4:48 PM
Work Order: WO-01227600
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
🚨 26.0 business days
🚫
Status: Canceled by Sherry Reich May 6, 2:30 PM
From: Ready for Release
To: Canceled
Duration in Previous: 35d 2h
🚨 34.0 business days
✅
Status: Ready for Release by Kirsten Walls Jun 24, 11:41 AM
From: Canceled
To: Ready for Release
Duration in Previous: 48d 21h
🚨 43.0 business days
👷
▶
3 Technician Assigned Aug 22, 9:15 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Release, Assigned
To: Assigned, Scheduled
Duration in Previous: 58d 21h, 1m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-11T19:00:00.000+0000
🚨 14.0 business days
🔧
Status: Tech On Site by David Trost Sep 11, 9:58 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 20d 0h
⏱️
3x Labor Added Sep 11, 7:52 PM
Type: Labor, Travel
Status: Open
Qty: 0.25, 1.25, 8
✔️
Status: Completed by David Trost Sep 11, 8:00 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 10h 2m, 0m
📄
Status: Ready to Bill by Timothy Amburgey Sep 12, 10:48 AM
From: Closed
To: Ready to Bill
Duration in Previous: 14h 47m
📨
Status: Invoice Pending by Hannah Shaw Sep 12, 5:30 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 6h 42m, 0m
🚨 38.8 business days
🧾
Invoice Created Nov 6, 4:55 PM
Invoice Number: SM-240902

Bottlenecks

Scheduled
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.0 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
David Trost
Scheduled
Sep 11, 3:00 PM
Created
Dec 30, 4:48 PM
Invoice #
SM-240902

Work Details (3)

Name Type Status Qty Amount Date
WL-02933143 Labor Open 0.25 $0.00 Sep 11, 7:52 PM
WL-02933144 Labor Open 1.25 $0.00 Sep 11, 7:52 PM
WL-02933145 Travel Open 8 $0.00 Sep 11, 7:52 PM

Details