Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01227603 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Stop&Shop 14 — 125 Church Street, Pembroke MA, 02359

Dec 30, 2024 → Sep 10, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (125 biz days late)
Active: 127 biz days
Paused: 48 biz days
🕐 Clock stopped: Completed (Sep 10, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Apr 3, 2025
2 business days (not counted)
▶ Clock Running
Status: Canceled
Apr 3 → Apr 16, 2025
9 business days (counted)
Running total: 72 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Apr 16 → Apr 22, 2025
4 business days (not counted)
43d
▶ Clock Running
Status: Canceled
Apr 22 → Jun 24, 2025
43 business days (counted)
Running total: 115 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: 115 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 10, 2025
12 business days (counted)
Running total: 127 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 127 of ? biz days used
Created: Dec 30, 2024 Completed: Sep 10, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Apr 3 Ready for Release ⏸ Paused 2 —
Apr 3 → Apr 16 Canceled ▶ Running 9 72
Apr 16 → Apr 22 Ready for Release ⏸ Paused 4 —
Apr 22 → Jun 24 Canceled ▶ Running 43 115
Jun 24 → Aug 22 Ready for Release ⏸ Paused 42 —
Aug 22 → Aug 22 Assigned ▶ Running 0 115
Aug 22 → Sep 10 Scheduled ▶ Running 12 127
Sep 10 → Sep 10 Tech On Site ▶ Running 0 127
Holding 114.1d (excluded)
Coordinators 13.0d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Holding (excluded from total)
114.1 days
Coordinators
13.0 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Sep 10, 2025 (112 days early)
📅
175.3 days Total Age
⏱️
63.3d in On Hold Longest Stage
🔄
12 transitions Status Changes
⚠️
11.0d 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 11.0 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
50.8d
Canceled
52.9d
Assigned
0.0d / 0.5d SLA
Scheduled
13.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 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.


4/3/2025jsells cancel and adding to WO-01262708 4/22 KHardison, cancelling, combing with repair WO.

🔧 Work Performed
On arrival, unit was up and running. Top and bottom screens functioning. All LEDS functioning. The seat lock functioning.  While performing pm, I noticed that the touch screen power wire was completely disconnected from the pc. Reconnected touch screen.  Performed and completed preventative maintenance procedures on this unit. Unit passes functional testing and has been returned to service 
🔍 Technician Findings
On arrival, unit was up and running. Top and bottom screens functioning. All LEDS functioning. The seat lock functioning.  While performing pm, I noticed that the touch screen power wire was completely disconnected from the pc. Reconnected touch screen.  Performed and completed preventative maintenance procedures on this unit. Unit passes functional testing and has been returned to service 
⚠️ 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-01227603
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
⏳ 3.0 business days
🚫
Status: Canceled by Jessica Sells Apr 3, 3:18 PM
From: Ready for Release
To: Canceled
Duration in Previous: 2d 3h
🚨 10.0 business days
✅
Status: Ready for Release by Jessica Foley Apr 16, 12:17 PM
From: Canceled
To: Ready for Release
Duration in Previous: 12d 20h
⚠️ 5.0 business days
🚫
Status: Canceled by Kimberly Hardison Apr 22, 5:16 PM
From: Ready for Release
To: Canceled
Duration in Previous: 6d 4h
🚨 43.8 business days
✅
Status: Ready for Release by John Rolston Jun 24, 1:02 PM
From: Canceled
To: Ready for Release
Duration in Previous: 62d 19h
🚨 43.0 business days
👷
▶
4 Status: Assigned Aug 22, 9:08 AM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: David Trost
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-10T15:30:00.000+0000
🚨 13.0 business days
🔧
Status: Tech On Site by David Trost Sep 10, 9:35 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 0h
⏱️
▶
3 3x Labor Added Sep 10, 7:46 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by David Trost
From: Tech On Site
To: Completed
Duration in Previous: 10h 11m
🏁
Status: Closed by David Trost
From: Completed
To: Closed
Duration in Previous: 3m
📄
Status: Ready to Bill by Hannah Shaw Sep 11, 11:04 AM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 14m
📨
Status: Invoice Pending by Hannah Shaw Sep 11, 11:14 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 9m, 0m
⏳ 3.0 business days
🧾
Invoice Created Sep 15, 8:49 AM
Invoice Number: SM-240587

Bottlenecks

Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 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 10, 11:30 AM
Created
Dec 30, 4:48 PM
Invoice #
SM-240587

Work Details (3)

Name Type Status Qty Amount Date
WL-02931760 Labor Open 0.5 $0.00 Sep 10, 7:46 PM
WL-02931761 Labor Open 0.75 $0.00 Sep 10, 7:46 PM
WL-02931762 Travel Open 20 $0.00 Sep 10, 7:46 PM

Details