Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01228934 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 AARP HQ — 601 E Street, N.W., Washington DC, 20049

Dec 30, 2024 → Dec 4, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (127 biz days late)
Active: 129 biz days
Paused: 103 biz days
🕐 Clock stopped: Tech Off Site (Dec 4, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸103d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Aug 27, 2025
103 business days (not counted)
58d
▶ Clock Running
Status: On Hold
Aug 27 → Nov 20, 2025
58 business days (counted)
Running total: 121 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 21, 2025
1 business day (counted)
Running total: 122 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 21 → Dec 3, 2025
6 business days (counted)
Running total: 128 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 128 of ? biz days used
▶ Clock Running
Status: Entered
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 128 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 128 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 3 → Dec 4, 2025
1 business day (counted)
Running total: 129 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 129 of ? biz days used
Created: Dec 30, 2024 Tech Off Site: Dec 4, 2025
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Aug 27 Ready for Release ⏸ Paused 103 —
Aug 27 → Nov 20 On Hold ▶ Running 58 121
Nov 20 → Nov 21 Ready for Scheduling ▶ Running 1 122
Nov 21 → Dec 3 Assigned ▶ Running 6 128
Dec 3 → Dec 3 Scheduled ▶ Running 0 128
Dec 3 → Dec 3 Entered ▶ Running 0 128
Dec 3 → Dec 3 Assigned ▶ Running 0 128
Dec 3 → Dec 4 Scheduled ▶ Running 1 129
Dec 4 → Dec 4 Tech On Site ▶ Running 0 129
Holding 226.2d (excluded)
Coordinators 10.9d
Field Work 0.9d
Billing 0.2d
✗ SLA Missed
Holding (excluded from total)
226.2 days
Coordinators
10.9 days
Over SLA
Field Work
0.9 days
Billing
0.2 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Dec 5, 2025 (26 days early)
📅
232.7 days Total Age
⏱️
104.0d in Ready for Release Longest Stage
🔄
15 transitions Status Changes
⚠️
7.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 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 104.0 days stuck in "Ready for Release"
⏱️
Total Delay 7.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
122.3d
Ready for Release
104.0d
Ready for Scheduling
1.9d / 1.0d SLA
Assigned
7.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
0.6d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.3d / 1.0d SLA
WO Correction Needed
0.2d
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/3/25 RBerry- Spoke with Terry Odom scheduled for 12/4/25 with an arrival time between 11AM-1PM for Max Tucker. Max will be in the area for another kiosk PM. Terry Odom requests that tech call him when he is onsite and he will meet him in the lobby and take him to the kiosk. Call 202-793-0827


12/3/25 RBerry- LM with Laraysha Shaw to schedule. 


12/3/25 Rberry- LM with Terry Odom to schedule. 


12/2/25 RBerry- LM with Terry Odom to schedule. 


12/1/25 Rberry- LM with Laraysha Shaw to schedule. 


11/21/2025 LHill-LM at 202-434-6256 for Laraysha Shaw. Trying to schedule PM visit.


11/20/2025 Updated contact and provided alternate: Laraysha Shaw 202-434-6256. Please call to schedule.


08/27/2025 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.


08/27/2025 LHill -LM at 202-434-3124 for Carroll McLaurin for to confirm equipment & contact.  

**emails bounced back yesterday.


08/27/2025 LHill -Called (202) 434-6662 to confirm equipment & contact. Rings fast busy signal. Unable to leave a message.


08/26/2025 LHill-sent email to dfliou@aarp.org and to eewell@aarp.org


08/26/2025 LHill -LM at 202-434-3124 for Carroll McLaurin for to confirm equipment & contact.  


08/26/2025 LHill -Called (202) 434-6662 to confirm equipment & contact. Rings fast busy signal. Unable to leave a message.


08/25/2025 LHill-sent email to dfliou@aarp.org and to eewell@aarp.org


08/25/2025 LHill -LM at 202-434-3124 for Carroll McLaurin for to confirm equipment & contact.  


08/25/2025 LHill -Called (202) 434-6662 to confirm equipment & contact. Rings fast busy signal. Unable to leave a message.

🔧 Work Performed
higi was unplugged when I arrived. I plugged in the power cord and reset the higi. once higi started up I set the BIOS Settings powerOn. I completed the PM checklist.
🔍 Technician Findings
higi passed PM checklist
⚠️ 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 Hardwired

Timeline

📋
Work Order Created Dec 30, 4:49 PM
Work Order: WO-01228934
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
🚨 104.0 business days
⏸️
Status: On Hold by Laura Hill Aug 27, 10:45 AM
From: Ready for Release
To: On Hold
Duration in Previous: 147d 22h
🚨 59.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Nov 20, 12:10 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 85d 2h
👷
▶
2 Technician Assigned Nov 21, 10:28 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22h 18m
⚠️ 7.0 business days
🗓️
▶
3 Status: Scheduled Dec 3, 8:55 AM
Status: Scheduled → Dispatch Scheduled → Technician Assigned
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-12-04T17:30:00.000+0000
👷
Technician Assigned by Rhea Berry
Technician: a0h8Y00000JTBtpQAH, Maximilian Tucker
⏳ 2.0 business days
🔧
Status: Tech On Site by Maximilian Tucker Dec 4, 3:29 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 6h
🚗
Status: Tech Off Site by Maximilian Tucker Dec 4, 4:51 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 22m
✔️
Status: Completed by Maximilian Tucker Dec 4, 9:55 PM
From: Tech Off Site
To: Completed
Duration in Previous: 5h 3m
⏱️
5x Labor Added Dec 4, 10:09 PM
Type: Labor, Travel
Status: Open
Qty: 0.16666666666667, 3.8333333333333, 150
🏁
Status: Closed by Maximilian Tucker Dec 4, 10:21 PM
From: Completed
To: Closed
Duration in Previous: 26m
📄
Status: Ready to Bill by Timothy Amburgey Dec 5, 9:10 AM
From: Closed, Ready to Bill, Billing Review
To: Ready to Bill, Billing Review, WO Correction Needed
Duration in Previous: 10h 48m, 0m
🏁
Status: Closed by Matthew Bateman Dec 5, 9:45 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 34m
✏️
Status: WO Correction Needed by Timothy Amburgey Dec 5, 10:42 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 57m
🏁
Status: Closed by Matthew Bateman Dec 5, 11:42 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 0m
📄
Status: Ready to Bill by Timothy Amburgey Dec 5, 1:26 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 43m
📨
Status: Invoice Pending by Timothy Amburgey Dec 5, 1:38 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 11m, 0m
⏳ 1.0 business days
🧾
Invoice Created Dec 7, 4:39 PM
Invoice Number: SM-248389

Bottlenecks

Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.8 business hours
Assigned
Duration: 7.0 business days (threshold: 4.0 business hours)
Exceeded by 6.5 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Maximilian Tucker
Scheduled
Dec 4, 12:30 PM
Created
Dec 30, 4:49 PM
Invoice #
SM-248389

Work Details (5)

Name Type Status Qty Amount Date
WL-03027387 Labor Open 0.16666666666667 $0.00 Dec 4, 10:09 PM
WL-03027388 Labor Open 1 $0.00 Dec 4, 10:09 PM
WL-03027389 Labor Open 3.8333333333333 $0.00 Dec 4, 10:09 PM
WL-03027390 Travel Open 3 $0.00 Dec 4, 10:09 PM
WL-03027391 Travel Open 150 $0.00 Dec 4, 10:09 PM

Details