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← WO Overview

WO-01227975 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Giant - GIA-00001 HQ #1 — 8301 Professional Place, Landover MD, 20785

Dec 30, 2024 → Oct 1, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (129 biz days late)
Active: 131 biz days
Paused: 59 biz days
🕐 Clock stopped: Completed (Oct 1, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸59d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Jun 25, 2025
59 business days (not counted)
▶ Clock Running
Status: Entered
Jun 25 → Jun 25, 2025
0 business days (counted)
Running total: 63 of ? biz days used
16d
▶ Clock Running
Status: Canceled
Jun 25 → Jul 18, 2025
16 business days (counted)
Running total: 79 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 18 → Jul 18, 2025
0 business days (counted)
Running total: 79 of ? biz days used
47d
▶ Clock Running
Status: Assigned
Jul 18 → Sep 24, 2025
47 business days (counted)
Running total: 126 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 126 of ? biz days used
▶ Clock Running
Status: Entered
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 126 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 126 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 126 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 1, 2025
5 business days (counted)
Running total: 131 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 131 of ? biz days used
Created: Dec 30, 2024 Completed: Oct 1, 2025
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Jun 25 Ready for Release ⏸ Paused 59 —
Jun 25 → Jun 25 Entered ▶ Running 0 63
Jun 25 → Jul 18 Canceled ▶ Running 16 79
Jul 18 → Jul 18 Ready for Scheduling ▶ Running 0 79
Jul 18 → Sep 24 Assigned ▶ Running 47 126
Sep 24 → Sep 24 Scheduled ▶ Running 0 126
Sep 24 → Sep 24 Entered ▶ Running 0 126
Sep 24 → Sep 24 Ready for Scheduling ▶ Running 0 126
Sep 24 → Sep 24 Assigned ▶ Running 0 126
Sep 24 → Oct 1 Scheduled ▶ Running 5 131
Oct 1 → Oct 1 Tech On Site ▶ Running 0 131
Holding 123.2d (excluded)
Coordinators 54.3d
Field Work 0.4d
Billing 0.2d
✗ SLA Missed
Holding (excluded from total)
123.2 days
Coordinators
54.3 days
Over SLA
Field Work
0.4 days
Billing
0.2 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Oct 1, 2025 (91 days early)
📅
190.3 days Total Age
⏱️
63.3d in On Hold Longest Stage
🔄
11 transitions Status Changes
⚠️
52.1d 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 52.1 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
60.0d
Canceled
16.8d
Ready for Scheduling
0.7d / 1.0d SLA
Assigned
47.7d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/24 MOwens Sent email to Paul. He replied back that 10/1 works the best.

9/23 MOwens Called to speak to Paul. Left a vm for him to call back to schedule the PM on the Higi unit next week

CONFIRMED


08/21/2025 LHill-rec’d call from Paul at (301) 526-2712.  He confirmed contact and equipment below.

Unit is onsite: yes

Scheduling ahead needed: Yes

Certain day or time: anytime. M-Thurs 8AM – 5PM

Confirmed contact information is correct: yes

Unit is in public area. Located in the Cafeteria.


08/21/2025 LHill LM at 301-526-2712 (cell) for Paul Zvaleny to confirm equipment & contact.  


08/21/2025 LHill LM at (301) 341-4719  for Paul Zvaleny to confirm equipment & contact.  


08/20/2025 LHill-had a missed call from Paul at 301-341-4719. Tried returning the call but had to leave him a voicemail.


08/15/2025 LHill-emailed paul.zvaleny@giantfood.com to confirm equipment confirmation.


08/15/2025 LHill LM at (301) 341-4719  for Paul Zvaleny to confirm equipment & contact.  


/18/25 KW Tech did not end up being able to complete PM on prior work order and so this is now reopened. Please contact Paul Zvaleny to schedule as soon as possible. Higi has eyes on this location (301) 341-4719 - paul.zvaleny@giantfood.com

6/25/25 lcoonrod cancelling PM and adding to WO-01284183

🔧 Work Performed
10/1/25 PC- PM Technician Findings upon arrival: Found unit fully functional. Actions Taken/Work Performed: Completed Higi PM. Final Resolution: Unit passed all function test.
🔍 Technician Findings
10/1/25 PC- PM Technician Findings upon arrival: Found unit fully functional. Actions Taken/Work Performed: Completed Higi PM. Final Resolution: Unit passed all function test.
⚠️ Problem Description
Please Perform a PM on this Kiosk and attach all required photos from the PM Checklist Note this is a Non-retail account and requires a call to schedule. Please navigate to the location page for contact details 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
Higi Station with 3G installed

Timeline

📋
Work Order Created Dec 30, 4:48 PM
Work Order: WO-01227975
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
🚨 60.0 business days
🆕
Status: Entered by Leona Coonrod Jun 25, 1:26 PM
From: Ready for Release, Entered
To: Entered, Canceled
Duration in Previous: 85d 1h, 0m
🚨 17.0 business days
📅
Status: Ready for Scheduling by Kirsten Walls Jul 18, 9:24 AM
From: Canceled
To: Ready for Scheduling
Duration in Previous: 22d 19h
👷
▶
2 Technician Assigned Jul 18, 2:38 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5h 14m
🚨 48.0 business days
🗓️
▶
5 Status: Scheduled Sep 24, 9:01 AM
Status: Scheduled → Dispatch Scheduled → Technician Assigned → Status: Assigned → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-01T12:45:00.000+0000
👷
Technician Assigned by Melissa Owens
Technician: a0h5A00000HEs0cQAD, Praelow Cameron
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 0m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-01T12:45:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Praelow Cameron Oct 1, 9:09 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 0h
✔️
Status: Completed by Praelow Cameron Oct 1, 10:01 AM
From: Tech On Site
To: Completed
Duration in Previous: 52m
⏱️
▶
2 3x Labor Added Oct 1, 12:07 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Praelow Cameron
From: Completed
To: Closed
Duration in Previous: 2h 7m
📄
Status: Ready to Bill by Timothy Amburgey Oct 2, 8:39 AM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 30m
📨
Status: Invoice Pending by Timothy Amburgey Oct 2, 9:56 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1h 17m, 0m
⏳ 2.0 business days
🧾
Invoice Created Oct 5, 9:26 PM
Invoice Number: SM-242610

Bottlenecks

Assigned
Duration: 47.7 business days (threshold: 4.0 business hours)
Exceeded by 47.2 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.8 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Praelow Cameron
Scheduled
Oct 1, 8:45 AM
Created
Dec 30, 4:48 PM
Invoice #
SM-242610

Work Details (3)

Name Type Status Qty Amount Date
WL-02956045 Labor Open 0.5 $0.00 Oct 1, 12:07 PM
WL-02956046 Labor Open 1 $0.00 Oct 1, 12:07 PM
WL-02956047 Travel Open 4 $0.00 Oct 1, 12:07 PM

Details