Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01228990 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Danville Correctional Center - Aetna — 3820 E. Main St., Danville IL, 61834

Dec 30, 2024 → Dec 13, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (130 biz days late)
Active: 131 biz days
Paused: 107 biz days
🕐 Clock stopped: Completed (Dec 13, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸107d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Sep 3, 2025
107 business days (not counted)
52d
▶ Clock Running
Status: Assigned
Sep 3 → Nov 18, 2025
52 business days (counted)
Running total: 115 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 18 → Nov 20, 2025
2 business days (counted)
Running total: 117 of ? biz days used
▶ Clock Running
Status: Reschedule
Nov 20 → Dec 2, 2025
6 business days (counted)
Running total: 123 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 2 → Dec 12, 2025
8 business days (counted)
Running total: 131 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 12 → Dec 13, 2025
0 business days (counted)
Running total: 131 of ? biz days used
Created: Dec 30, 2024 Completed: Dec 13, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Sep 3 Ready for Release ⏸ Paused 107
Sep 3 → Nov 18 Assigned ▶ Running 52 115
Nov 18 → Nov 20 Scheduled ▶ Running 2 117
Nov 20 → Dec 2 Reschedule ▶ Running 6 123
Dec 2 → Dec 12 Scheduled ▶ Running 8 131
Dec 12 → Dec 13 Tech On Site ▶ Running 0 131
Holding 171.2d (excluded)
Coordinators 69.8d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Holding (excluded from total)
171.2 days
Coordinators
69.8 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Dec 13, 2025 (18 days early)
📅
238.3 days Total Age
⏱️
108.0d in Ready for Release Longest Stage
🔄
9 transitions Status Changes
⚠️
63.3d 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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Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay 108.0 days stuck in "Ready for Release"
⏱️
Total Delay 63.3 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
108.0d
Assigned
52.3d / 0.5d SLA
Scheduled
11.0d / 2.0d SLA
Reschedule
6.5d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/2/25 Rberry- Received confirmation from Stephanie Montgomery to schedule for 12/12/25 with arrival time between 9-11AM. See logged email.


12/2/25 RBerry- Sent email to LYoder to assist with getting tool list to Stephanie Montgomery before scheduled visit. See logged email.


12/2/25 RBerry- Received email from Stephanie Montgomery stating:

Good afternoon,

Anytime is fine but we will need the tool list before the tech comes in. Offered to schedule for 12/12/25 with an arrival time between 9-11AM. Waiting for confirmation. See logged email.


12/2/25 Rerry- Emailed Stephanie Montgomery to reschedule. See logged email.


11/24/25 RBerry- Reached out to ASC asking if the contact had been notified about reschedule. States he had not reached out. Emailed Stephanie to reschedule date and time and asked if she has received tool list. See logged email.


11/20/2025 CRamen per LYoder in scheduling meeting to re-schedule to send Vincent to Chicago to help out with Midmark overload.



11/18/25 RBerry- Received confirmation from Stephanie Montgomery to schedule for 11/24/25. Arrival time between 9-11AM. See logged email.


11/18/25 RBerry- Received email from Stephanie Montgomery that background check has cleared. Offered to schedule for 11/24/25. Waiting for confirmation. See logged email.


11/13/25 RCook- Received email from Stephanie Montgomery stating that background check is still pending. See logged email.


11/13/25 RCook- Emailed Stephanie Montgomery to follow up on background check. See logged email.


11/4/25 RCook- Received email from Stephanie Montgomery stating: The background check for Mr. Nyathi has not come back yet. See logged email.


11/4/25 RCook- Emailed Stephanie Montgomery to follow up on background check clearance. See logged email.


10/20/25 RCook- Sent email to technician asking him to email information to stephanie.montgomery@illinois.gov for background check. See logged email.


9/3 KKelch sent Stephanie an email for scheduling

8/20 KKelch sent Stephanie an email for scheduling. Email logged on WO-01228990

ASC CONFIRMED


6/10/25 RCook- Emailed Alexis Vasquez and James Wiggins with background check information. Requested that they email their information to Stephanie Montgomery. See logged email.


6/10/25 RCook- Spoke with Holly/Wardens office, asked if a background check is required. Transferred me to Stephanie Montgomery, states she needs the technicians: Full name DOB and SSN. Send this information to stephanie.montgomery@illinois.gov. 


6/10/25 RCook- Spoke with Stephanie/Wardens office, states she could not hear me. Advised I will call back on a different line. 

🔧 Work Performed
PM
🔍 Technician Findings
System online
⚠️ 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 Hard wired

Timeline

📋
Work Order Created Dec 30, 4:49 PM
Work Order: WO-01228990
Type: Preventive Maintenance
Priority: PSM
🚨 63.9 business days
Status: Ready for Release by Stephanie Ramen Apr 1, 12:18 PM
From: On Hold
To: Ready for Release
Duration in Previous: 91d 18h
🚨 108.0 business days
👷
2 Technician Assigned Sep 3, 5:29 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Release
To: Assigned
Duration in Previous: 155d 5h
🚨 52.8 business days
🗓️
2 Status: Scheduled Nov 18, 1:31 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-11-24T14:30:00.000+0000
3.0 business days
📅
Dispatch Scheduled by Charles Ramen Nov 20, 2:57 PM
Scheduled For: 2025-11-26T14:30:00.000+0000
📅
2 Dispatch Scheduled Nov 20, 3:22 PM
Dispatch Scheduled → Status: Reschedule
🔄
Status: Reschedule by Charles Ramen
From: Scheduled
To: Reschedule
Duration in Previous: 2d 1h
⚠️ 7.0 business days
🗓️
2 Status: Scheduled Dec 2, 4:19 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-12-12T14:30:00.000+0000
⚠️ 9.0 business days
🔧
Status: Tech On Site by Vincent Nyathi Dec 12, 10:18 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 17h
⏱️
2 5x Labor Added Dec 12, 11:56 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Vincent Nyathi
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 13h 41m, 0m
1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Dec 15, 9:58 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 9h
📨
2 Status: Invoice Pending Dec 15, 10:20 AM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249101

Bottlenecks

Assigned
Duration: 52.3 business days (threshold: 4.0 business hours)
Exceeded by 51.8 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.5 business hours
Reschedule
Duration: 6.5 business days (threshold: 2.0 business days)
Exceeded by 4.5 business days
Scheduled
Duration: 8.3 business days (threshold: 2.0 business days)
Exceeded by 6.3 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Vincent Nyathi
Scheduled
Dec 12, 9:30 AM
Created
Dec 30, 4:49 PM
Invoice #
SM-249101

Work Details (5)

Name Type Status Qty Amount Date
WL-03036784 Labor Open 1.5833333333333 $0.00 Dec 12, 11:56 PM
WL-03036785 Labor Open 1.05 $0.00 Dec 12, 11:56 PM
WL-03036786 Labor Open 2.5 $0.00 Dec 12, 11:56 PM
WL-03036787 Travel Open 87.7 $0.00 Dec 12, 11:56 PM
WL-03036788 Travel Open 133 $0.00 Dec 12, 11:56 PM

Details