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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01227625 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Stop&Shop 402 — 160 Summer Street, Kingston MA, 02364

Dec 30, 2024 → Sep 10, 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: 98 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
⏸20d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Apr 29, 2025
20 business days (not counted)
▶ Clock Running
Status: Entered
Apr 29 → Apr 29, 2025
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Canceled
Apr 29 → May 1, 2025
2 business days (counted)
Running total: 65 of ? biz days used
⏸78d
⏸ Clock Paused
Status: Ready for Release
May 1 → Aug 22, 2025
78 business days (not counted)
▶ Clock Running
Status: Assigned
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 65 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 10, 2025
12 business days (counted)
Running total: 77 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 77 of ? biz days used
Created: Dec 30, 2024 Completed: Sep 10, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Apr 29 Ready for Release ⏸ Paused 20 —
Apr 29 → Apr 29 Entered ▶ Running 0 63
Apr 29 → May 1 Canceled ▶ Running 2 65
May 1 → Aug 22 Ready for Release ⏸ Paused 78 —
Aug 22 → Aug 22 Assigned ▶ Running 0 65
Aug 22 → Sep 10 Scheduled ▶ Running 12 77
Sep 10 → Sep 10 Tech On Site ▶ Running 0 77
Holding 163.2d (excluded)
Coordinators 13.0d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Holding (excluded from total)
163.2 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
⏱️
79.0d in Ready for Release Longest Stage
🔄
10 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 79.0 days stuck in "Ready for Release"
⏱️
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
100.0d
Canceled
2.4d
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
4/29/25 lcoonrod cancelled PM and added to repair case 00488674
🔧 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-01227625
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
🚨 21.0 business days
🆕
Status: Entered by Leona Coonrod Apr 29, 4:51 PM
From: Ready for Release, Entered
To: Entered, Canceled
Duration in Previous: 28d 4h, 0m
⏳ 2.9 business days
✅
Status: Ready for Release by Jessica Foley May 1, 10:33 AM
From: Canceled
To: Ready for Release
Duration in Previous: 1d 17h
🚨 79.0 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: 2025-09-10T14:00:00.000+0000
🚨 13.0 business days
🔧
Status: Tech On Site by David Trost Sep 10, 9:22 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 0h
⏱️
▶
2 3x Labor Added Sep 10, 7:37 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by David Trost
From: Tech On Site
To: Completed
Duration in Previous: 10h 17m
🏁
Status: Closed by David Trost Sep 10, 7:43 PM
From: Completed
To: Closed
Duration in Previous: 3m
📄
Status: Ready to Bill by Hannah Shaw Sep 11, 10:59 AM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 15m
📨
Status: Invoice Pending by Hannah Shaw Sep 11, 11:14 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 14m, 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 0.3 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, 10:00 AM
Created
Dec 30, 4:48 PM
Invoice #
SM-240587

Work Details (3)

Name Type Status Qty Amount Date
WL-02931743 Labor Open 0.25 $0.00 Sep 10, 7:37 PM
WL-02931744 Labor Open 0.75 $0.00 Sep 10, 7:37 PM
WL-02931745 Travel Open 6 $0.00 Sep 10, 7:37 PM

Details