Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01227636 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Stop&Shop 475 — 111 Chatham Road, Harwich MA, 02645

Dec 30, 2024 → Sep 9, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (89 biz days late)
Active: 91 biz days
Paused: 83 biz days
🕐 Clock stopped: Completed (Sep 9, 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 2, 2025
1 business day (not counted)
▶ Clock Running
Status: Entered
Apr 2 → Apr 2, 2025
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Canceled
Apr 2 → Apr 19, 2025
12 business days (counted)
Running total: 75 of ? biz days used
⏸18d
⏸ Clock Paused
Status: Ready for Release
Apr 19 → May 14, 2025
18 business days (not counted)
▶ Clock Running
Status: Canceled
May 14 → May 15, 2025
1 business day (counted)
Running total: 76 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
May 15 → May 27, 2025
7 business days (not counted)
▶ Clock Running
Status: Canceled
May 27 → Jun 2, 2025
4 business days (counted)
Running total: 80 of ? biz days used
⏸57d
⏸ Clock Paused
Status: Ready for Release
Jun 2 → Aug 22, 2025
57 business days (not counted)
▶ Clock Running
Status: Assigned
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 80 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 9, 2025
11 business days (counted)
Running total: 91 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 91 of ? biz days used
Created: Dec 30, 2024 Completed: Sep 9, 2025
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Apr 2 Ready for Release ⏸ Paused 1 —
Apr 2 → Apr 2 Entered ▶ Running 0 63
Apr 2 → Apr 19 Canceled ▶ Running 12 75
Apr 19 → May 14 Ready for Release ⏸ Paused 18 —
May 14 → May 15 Canceled ▶ Running 1 76
May 15 → May 27 Ready for Release ⏸ Paused 7 —
May 27 → Jun 2 Canceled ▶ Running 4 80
Jun 2 → Aug 22 Ready for Release ⏸ Paused 57 —
Aug 22 → Aug 22 Assigned ▶ Running 0 80
Aug 22 → Sep 9 Scheduled ▶ Running 11 91
Sep 9 → Sep 9 Tech On Site ▶ Running 0 91
Holding 148.7d (excluded)
Coordinators 12.0d
Field Work 1.0d
Billing 0.3d
✗ SLA Missed
Holding (excluded from total)
148.7 days
Coordinators
12.0 days
Over SLA
Field Work
1.0 days
Billing
0.3 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Sep 9, 2025 (113 days early)
📅
174.3 days Total Age
⏱️
63.3d in On Hold Longest Stage
🔄
13 transitions Status Changes
⚠️
10.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay 63.3 days stuck in "On Hold"
⏱️
Total Delay 10.0 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
85.4d
Canceled
18.7d
Scheduled
12.0d / 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
0.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
5/27 KHardison, cancelling, combined with repair WO 5/14 KHardison, cancelling, combined with repair WO 4/2/25 lcoonrod PM cancelled and added to repair case 00480111
🔧 Work Performed
Upon arrival, unit was up and running. LEDs illuminated. Top and bottom screens functioning. Seat lock functioning  Performed and completed preventative maintenance procedures on this unit. Unit passes functional testing and has been returned to service 
🔍 Technician Findings
Upon arrival, unit was up and running. LEDs illuminated. Top and bottom screens functioning. Seat lock functioning  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-01227636
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
⏳ 2.0 business days
🆕
Status: Entered by Leona Coonrod Apr 2, 2:06 PM
From: Ready for Release, Entered
To: Entered, Canceled
Duration in Previous: 1d 1h, 0m
🚨 13.0 business days
✅
Status: Ready for Release by Scott Berry Apr 18, 10:17 PM
From: Canceled
To: Ready for Release
Duration in Previous: 16d 8h
🚨 18.2 business days
🚫
Status: Canceled by Kimberly Hardison May 14, 4:10 PM
From: Ready for Release
To: Canceled
Duration in Previous: 25d 17h
✅
Status: Ready for Release by Jessica Foley May 15, 12:58 PM
From: Canceled
To: Ready for Release
Duration in Previous: 20h 48m
⚠️ 8.0 business days
🚫
Status: Canceled by Kimberly Hardison May 27, 4:25 PM
From: Ready for Release
To: Canceled
Duration in Previous: 12d 3h
⏳ 4.9 business days
✅
Status: Ready for Release by Jessica Foley Jun 2, 3:35 PM
From: Canceled
To: Ready for Release
Duration in Previous: 5d 23h
🚨 58.0 business days
👷
▶
3 Technician Assigned Aug 22, 9:04 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Release, Assigned
To: Assigned, Scheduled
Duration in Previous: 80d 17h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-09-09T15:00:00.000+0000
🚨 11.0 business days
📅
Dispatch Scheduled by David Trost Sep 8, 9:09 PM
Scheduled For: 2025-09-09T20:00:00.000+0000
🔧
Status: Tech On Site by David Trost Sep 9, 11:13 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18d 2h
⏱️
▶
3 3x Labor Added Sep 9, 7:34 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by David Trost
From: Tech On Site
To: Completed
Duration in Previous: 8h 22m
🏁
Status: Closed by David Trost
From: Completed
To: Closed
Duration in Previous: 4m
📄
Status: Ready to Bill by Timothy Amburgey Sep 10, 10:02 AM
From: Closed
To: Ready to Bill
Duration in Previous: 14h 22m
📨
Status: Invoice Pending by Timothy Amburgey Sep 10, 12:04 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2h 1m, 0m
⏳ 4.0 business days
🧾
Invoice Created Sep 15, 8:49 AM
Invoice Number: SM-240497

Bottlenecks

Scheduled
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 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 9, 4:00 PM
Created
Dec 30, 4:48 PM
Invoice #
SM-240497

Work Details (3)

Name Type Status Qty Amount Date
WL-02930411 Labor Open 0.75 $0.00 Sep 9, 7:34 PM
WL-02930412 Labor Open 0.25 $0.00 Sep 9, 7:34 PM
WL-02930413 Travel Open 35 $0.00 Sep 9, 7:34 PM

Details