Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01228475 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Sam's Club #4982 — 4850 Encore Boulevard, Mt Pleasant MI, 48858

Dec 30, 2024 → Oct 20, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (200 biz days late)
Active: 202 biz days
🕐 Clock stopped: Completed (Oct 20, 2025)
62d
▶ Clock Running
Status: Created
Dec 30 → Mar 31, 2025
62 business days (counted)
Running total: 62 of ? biz days used
136d
▶ Clock Running
Status: Assigned
Mar 31 → Oct 14, 2025
136 business days (counted)
Running total: 198 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 20, 2025
4 business days (counted)
Running total: 202 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 202 of ? biz days used
Created: Dec 30, 2024 Completed: Oct 20, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Mar 31 Created ▶ Running 62 62
Mar 31 → Oct 14 Assigned ▶ Running 136 198
Oct 14 → Oct 20 Scheduled ▶ Running 4 202
Oct 20 → Oct 20 Tech On Site ▶ Running 0 202
Holding 62.3d (excluded)
Coordinators 141.5d
Field Work 0.3d
Billing 0.1d
✗ SLA Missed
Holding (excluded from total)
62.3 days
Coordinators
141.5 days
Over SLA
Field Work
0.3 days
Billing
0.1 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Oct 20, 2025 (72 days early)
📅
202.3 days Total Age
⏱️
136.5d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
139.3d 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 136.5 days stuck in "Assigned"
⏱️
Total Delay 139.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
62.3d
Assigned
136.5d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
10/20/2025 Mike Huffman. Completed the PM, field service report and obtained signature.
🔍 Technician Findings
Kiosk does not show signs of customer damage. Kiosk is fully operational. Yes Was the kiosk unplugged on arrival? No
⚠️ 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
Higi Green Kiosk with 4G installed

Timeline

📋
Work Order Created Dec 30, 4:49 PM
Work Order: WO-01228475
Type: Preventive Maintenance
Priority: PSM
🚨 62.9 business days
👷
▶
2 Technician Assigned Mar 31, 3:54 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: On Hold
To: Assigned
Duration in Previous: 90d 22h
🚨 137.0 business days
👷
Technician Assigned by Rhea Berry Oct 14, 11:44 AM
Technician: Mike Huffman
🗓️
▶
2 Status: Scheduled Oct 14, 11:59 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-20T16:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Oct 20, 3:15 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 3h
⏱️
3x Labor Added Oct 20, 3:50 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1, 18
✔️
Status: Completed by MICHAEL HUFFMAN Oct 20, 5:54 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 39m, 0m
📄
Status: Ready to Bill by Hannah Shaw Oct 21, 1:06 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 11m
📨
▶
2 Status: Invoice Pending Oct 21, 1:34 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 4.0 business days
🧾
Invoice Created Oct 24, 3:19 PM
Invoice Number: SM-244304

Bottlenecks

Assigned
Duration: 136.5 business days (threshold: 4.0 business hours)
Exceeded by 136.0 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Mike Huffman
Scheduled
Oct 20, 12:00 PM
Created
Dec 30, 4:49 PM
Invoice #
SM-244304

Work Details (3)

Name Type Status Qty Amount Date
WL-02977207 Labor Open 0.5 $0.00 Oct 20, 3:50 PM
WL-02977208 Labor Open 1 $0.00 Oct 20, 3:50 PM
WL-02977209 Travel Open 18 $0.00 Oct 20, 3:50 PM

Details