Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01227640 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Stop&Shop 494 — 141 Main Street, Foxboro MA, 02035

Dec 30, 2024 → Oct 28, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (119 biz days late)
Active: 121 biz days
Paused: 87 biz days
🕐 Clock stopped: Completed (Oct 28, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸45d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Jun 4, 2025
45 business days (not counted)
▶ Clock Running
Status: Canceled
Jun 4 → Jun 24, 2025
13 business days (counted)
Running total: 76 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: 76 of ? biz days used
45d
▶ Clock Running
Status: Scheduled
Aug 22 → Oct 28, 2025
45 business days (counted)
Running total: 121 of ? biz days used
Created: Dec 30, 2024 Completed: Oct 28, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Jun 4 Ready for Release ⏸ Paused 45 —
Jun 4 → Jun 24 Canceled ▶ Running 13 76
Jun 24 → Aug 22 Ready for Release ⏸ Paused 42 —
Aug 22 → Aug 22 Assigned ▶ Running 0 76
Aug 22 → Oct 28 Scheduled ▶ Running 45 121
Holding 152.1d (excluded)
Coordinators 45.8d
Billing 1.5d
✗ SLA Missed
Holding (excluded from total)
152.1 days
Coordinators
45.8 days
Over SLA
Billing
1.5 days
Over SLA
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Oct 28, 2025 (64 days early)
📅
208.3 days Total Age
⏱️
63.3d in On Hold Longest Stage
🔄
8 transitions Status Changes
⚠️
44.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator 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 44.7 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
88.8d
Canceled
13.6d
Scheduled
45.8d / 2.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
1.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d 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.

🔧 Work Performed
**PM Completed. **Lightly dusted inside and outside of higi **Checked and calibrated audio & volume, BP, touch screen and weight bench. **Wiped down higi with disinfectant cleaner **Tested for functionality **Completed full test successfully **Verified/Changed BIOS setting to “POWER ON”
🔍 Technician Findings
Unit in 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-01227640
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
🚨 46.0 business days
🚫
Status: Canceled by Sherry Reich Jun 4, 3:19 PM
From: Ready for Release
To: Canceled
Duration in Previous: 64d 3h
🚨 14.0 business days
✅
Status: Ready for Release by John Rolston Jun 24, 1:00 PM
From: Canceled
To: Ready for Release
Duration in Previous: 19d 21h
🚨 43.0 business days
👷
▶
3 Technician Assigned Aug 22, 1:56 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Release, Assigned
To: Assigned, Scheduled
Duration in Previous: 59d 0h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-08-29T14:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Aug 25, 12:26 PM
Scheduled For: 2025-09-02T14:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Aug 26, 10:46 AM
Scheduled For: 2025-09-05T14:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Kourtney Smith Sep 2, 11:47 AM
Scheduled For: 2025-09-10T14:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Kourtney Smith Sep 8, 10:53 AM
Scheduled For: 2025-09-10T17:30:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Sep 8, 12:15 PM
Scheduled For: 2025-09-18T14:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Sep 8, 1:34 PM
Scheduled For: 2025-09-16T17:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kourtney Smith Sep 10, 3:59 PM
Scheduled For: 2025-09-16T19:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Sep 11, 9:28 AM
Scheduled For: 2025-09-17T19:30:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Sep 11, 9:45 AM
Scheduled For: 2025-09-19T19:30:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Sep 11, 12:01 PM
Scheduled For: 2025-09-22T19:30:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Sep 11, 12:50 PM
Scheduled For: 2025-10-01T19:30:00.000+0000
🚨 11.0 business days
📅
Dispatch Scheduled by Kourtney Smith Sep 25, 11:02 AM
Scheduled For: 2025-10-06T19:30:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 2, 10:43 AM
Scheduled For: 2025-10-14T19:30:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 10, 8:12 AM
Scheduled For: 2025-10-21T19:30:00.000+0000
⏳ 1.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 13, 11:58 AM
Scheduled For: 2025-10-28T19:30:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 20, 9:49 AM
Scheduled For: 2025-10-27T16:30:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 21, 10:13 AM
Scheduled For: 2025-10-28T16:30:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 24, 10:15 AM
Scheduled For: 2025-10-28T18:00:00.000+0000
⏳ 3.0 business days
🚗
5x Travel Added Oct 28, 4:35 PM
Type: Travel, Labor
Status: Open
Qty: 120, 1.16667, 1.25, 3.33333, 40
✔️
Status: Completed by Luis Torres Oct 28, 4:53 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 67d 2h, 0m
📄
Status: Ready to Bill by Hannah Shaw Oct 29, 3:55 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 1m
📨
▶
2 Status: Invoice Pending Oct 30, 2:04 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 2.0 business days
🧾
Invoice Created Oct 31, 5:42 PM
Invoice Number: SM-245150

Bottlenecks

Scheduled
Duration: 45.8 business days (threshold: 2.0 business days)
Exceeded by 43.8 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Luis Torres
Scheduled
Oct 28, 2:00 PM
Created
Dec 30, 4:48 PM
Invoice #
SM-245150

Work Details (5)

Name Type Status Qty Amount Date
WL-02986858 Travel Open 120 $0.00 Oct 28, 4:35 PM
WL-02986859 Labor Open 1.16667 $0.00 Oct 28, 4:35 PM
WL-02986860 Labor Open 1.25 $0.00 Oct 28, 4:35 PM
WL-02986861 Labor Open 3.33333 $0.00 Oct 28, 4:35 PM
WL-02986862 Travel Open 40 $0.00 Oct 28, 4:35 PM

Details