Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01228217 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 AMS Knorr Brake — 1 Authur Peck Drive, Westminster MD, 21157

Dec 30, 2024 → Sep 25, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (66 biz days late)
Active: 68 biz days
Paused: 118 biz days
🕐 Clock stopped: Completed (Sep 25, 2025)
22d
▶ Clock Running
Status: Created
Dec 30 → Jan 31, 2025
22 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 31 → Jan 31, 2025
0 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 31 → Feb 2, 2025
0 business days (counted)
Running total: 22 of ? biz days used
41d
▶ Clock Running
Status: On Hold
Feb 2 → Apr 1, 2025
41 business days (counted)
Running total: 63 of ? biz days used
⏸96d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Aug 18, 2025
96 business days (not counted)
▶ Clock Running
Status: On Hold
Aug 18 → Aug 18, 2025
0 business days (counted)
Running total: 63 of ? biz days used
⏸22d
⏸ Clock Paused
Status: Ready for Release
Aug 18 → Sep 18, 2025
22 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 18 → Sep 25, 2025
5 business days (counted)
Running total: 68 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 68 of ? biz days used
Created: Dec 30, 2024 Completed: Sep 25, 2025
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Jan 31 Created ▶ Running 22 22
Jan 31 → Jan 31 Assigned ▶ Running 0 22
Jan 31 → Feb 2 Scheduled ▶ Running 0 22
Feb 2 → Apr 1 On Hold ▶ Running 41 63
Apr 1 → Aug 18 Ready for Release ⏸ Paused 96 —
Aug 18 → Aug 18 On Hold ▶ Running 0 63
Aug 18 → Sep 18 Ready for Release ⏸ Paused 22 —
Sep 18 → Sep 18 Assigned ▶ Running 0 63
Sep 18 → Sep 25 Scheduled ▶ Running 5 68
Sep 25 → Sep 25 Tech On Site ▶ Running 0 68
Holding 183.4d (excluded)
Coordinators 6.1d
Field Work 0.7d
Billing 0.1d
✗ SLA Missed
Holding (excluded from total)
183.4 days
Coordinators
6.1 days
Over SLA
Field Work
0.7 days
Billing
0.1 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Sep 25, 2025 (97 days early)
📅
186.3 days Total Age
⏱️
97.0d in Ready for Release Longest Stage
🔄
13 transitions Status Changes
⚠️
4.4d 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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Generating AI analysis...
Completed with minor delays
Invoiced • 429 days old
🚨
Primary Delay 97.0 days stuck in "Ready for Release"
⏱️
Total Delay 4.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
63.4d
Assigned
0.1d / 0.5d SLA
Scheduled
6.1d / 2.0d SLA
Ready for Release
120.0d
Tech On Site
0.2d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED


08/18/2025 LHill-spoke with Forest Shaw at 410-875-1252 He confirmed contact and equipment below.  


Unit is onsite: yes 

Scheduling ahead needed: No 

Certain day or time: anytime M-Thurs. 6am – 3:30 pm; Friday 6am-10am. 

Confirmed contact information is correct: yes 

Unit is in a public area.  Located in the cafeteria. 


08/18/2025 LHill-Placing the work order on hold and escalating to the account manager for contact confirmation. There is no contact listed on the work order, and while a contact is listed under the location, it is unclear if they are the appropriate point of contact. 

 


08/18/2025 LHill-LM John Klein at 410-259-2225 to confirm equipment & contact. Was unable to leave a message. Voicemail box has not been set up.


08/18/2025 LHill-LM Forest Shaw -at 410-875-1252 to confirm equipment & contact.  


08/18/2025 LHill-Called (410) 645-3141 to confirm equipment & contact.  Was unable to leave a message.


08/18/2025 LHill-Called (410) 875-1282 to confirm equipment & contact. Was unable to leave a message.


08/15/2025 LHill-LM John Klein at 410-259-2225 to confirm equipment &

contact. Was unable to leave a message. Voicemail box has not been set up.


08/15/2025 LHill-LM Forest Shaw -at 410-875-1252 to confirm equipment & contact.  


08/15/2025 LHill-LM at (410) 645-3141 to confirm equipment & contact.  


08/15/2025 LHill-LM at (410) 875-1282 to confirm equipment & contact.  


08/14/2025 LHill-LM John Klein at 410-259-2225 to confirm equipment & contact.  Was unable to leave a message. Voicemail box has not been set up.


08/14/2025 LHill-LM Forest Shaw -at 410-875-1252 to confirm equipment & contact.  


08/14/2025 LHill-LM at 410) 645-3141 to confirm equipment & contact.   

 

08/14/2025 LHill-found additional contacts on previous WO.

* John Klein ----- 410-259-2225

* Forest Shaw ---- 410-875-1252

* Kimberly ---- (410) 645-3141

* 410-875-1282


08/14/2025 LHill-LM at (410) 875-1282  to confirm equipment & contact.   

 

08/13/2025 LHill- called (410) 875-1282 to confirm equipment & contact.  Was unable to leave a message.


4/3 KHensley called site to see if there was any requirements prior to the tech coming on site. Call dropped. 

🔧 Work Performed
9/25/25 PC- PM Technician Findings upon arrival: Found unit fully functional. Actions Taken/Work Performed: Completed Higi PM. Final Resolution: All function test pass.
🔍 Technician Findings
9/25/25 PC- PM Technician Findings upon arrival: Found unit fully functional. Actions Taken/Work Performed: Completed Higi PM. Final Resolution: All function test pass.
⚠️ 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 Green Kiosk with 4G installed

Timeline

📋
Work Order Created Dec 30, 4:48 PM
Work Order: WO-01228217
Type: Preventive Maintenance
Priority: PSM
🚨 22.9 business days
👷
▶
2 Technician Assigned Jan 31, 5:56 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: On Hold
To: Assigned
Duration in Previous: 32d 1h
📅
▶
2 Dispatch Scheduled Jan 31, 6:02 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 6m
⏳ 0.7 business days
⏸️
Status: On Hold by Stephanie Ramen Feb 2, 5:36 PM
From: Scheduled
To: On Hold
Duration in Previous: 1d 23h
🚨 41.0 business days
✅
Status: Ready for Release by Stephanie Ramen Apr 1, 12:17 PM
From: On Hold
To: Ready for Release
Duration in Previous: 57d 17h
🚨 97.0 business days
⏸️
Status: On Hold by Laura Hill Aug 18, 10:06 AM
From: Ready for Release
To: On Hold
Duration in Previous: 138d 21h
✅
Status: Ready for Release by Rhea Berry Aug 18, 11:27 AM
From: On Hold
To: Ready for Release
Duration in Previous: 1h 20m
🚨 23.0 business days
👷
▶
2 Technician Assigned Sep 18, 12:09 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Release
To: Assigned
Duration in Previous: 31d 0h
🗓️
▶
2 Status: Scheduled Sep 18, 12:32 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-09-25T16:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Praelow Cameron Sep 25, 11:12 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 22h
✔️
Status: Completed by Praelow Cameron Sep 25, 12:35 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 23m
⏱️
▶
2 3x Labor Added Sep 25, 4:36 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Praelow Cameron
From: Completed
To: Closed
Duration in Previous: 4h 1m
📄
Status: Ready to Bill by Hannah Shaw Sep 26, 10:41 AM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 3m
📨
Status: Invoice Pending by Hannah Shaw Sep 26, 11:05 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 24m, 0m
⏳ 2.0 business days
🧾
Invoice Created Sep 29, 10:47 AM
Invoice Number: SM-242219

Bottlenecks

Scheduled
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 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
Sep 25, 12:00 PM
Created
Dec 30, 4:48 PM
Invoice #
SM-242219

Work Details (3)

Name Type Status Qty Amount Date
WL-02949454 Labor Open 0.5 $0.00 Sep 25, 4:36 PM
WL-02949455 Labor Open 1 $0.00 Sep 25, 4:36 PM
WL-02949456 Travel Open 20 $0.00 Sep 25, 4:36 PM

Details