Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01229061 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Illinois Department of Corrections Concordia Complex - Aetna — 1301 Concordia Court, Springfield IL, 62702

Dec 30, 2024 → Sep 17, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (85 biz days late)
Active: 87 biz days
Paused: 94 biz days
🕐 Clock stopped: Completed (Sep 18, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸94d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Aug 14, 2025
94 business days (not counted)
▶ Clock Running
Status: Assigned
Aug 14 → Aug 14, 2025
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 14 → Aug 25, 2025
7 business days (counted)
Running total: 70 of ? biz days used
▶ Clock Running
Status: Reschedule
Aug 25 → Sep 3, 2025
6 business days (counted)
Running total: 76 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 3 → Sep 10, 2025
5 business days (counted)
Running total: 81 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 10 → Sep 17, 2025
5 business days (counted)
Running total: 86 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 17 → Sep 18, 2025
1 business day (counted)
Running total: 87 of ? biz days used
Created: Dec 30, 2024 Completed: Sep 18, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Aug 14 Ready for Release ⏸ Paused 94 —
Aug 14 → Aug 14 Assigned ▶ Running 0 63
Aug 14 → Aug 25 Scheduled ▶ Running 7 70
Aug 25 → Sep 3 Reschedule ▶ Running 6 76
Sep 3 → Sep 10 Assigned ▶ Running 5 81
Sep 10 → Sep 17 Scheduled ▶ Running 5 86
Sep 17 → Sep 18 Tech On Site ▶ Running 1 87
Holding 158.2d (excluded)
Coordinators 26.9d
Field Work 0.5d
Billing 0.9d
✗ SLA Missed
Holding (excluded from total)
158.2 days
Coordinators
26.9 days
Over SLA
Field Work
0.5 days
Billing
0.9 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Sep 18, 2025 (104 days early)
📅
180.4 days Total Age
⏱️
95.0d in Ready for Release Longest Stage
🔄
11 transitions Status Changes
⚠️
20.4d 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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Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay 95.0 days stuck in "Ready for Release"
⏱️
Total Delay 20.4 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
95.0d
Scheduled
14.0d / 2.0d SLA
Reschedule
6.9d / 2.0d SLA
Assigned
6.0d / 0.5d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
WO Correction Needed
0.5d
Ready to Bill
0.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/18/25 CDempsey- contacted Tim about this rejection. He is removing correction now that he sees Kevin's note.

9/10 KKelch called Mandy to schedule for 9/17 at 12 pm. Customer confirmed. 

9/3 KKelch called Mandy to schedule for 9/9 at 1:30 pm. She is OOO until 9/10.

8/22 KKelch called Mandy to reschedule for 8/28 at 12:30 pm. Left VM. 

8/14 KKelch called Mandy to schedule for 8/22 at 11:30 am. Customer confirmed. 

7/8/25 RCook- called Mandy Page at 217-588-2200 ext 2100 to discuss scheduling. No answer. Could not leave message. 

🔧 Work Performed
Pm completed no customer signature. No one was available to sign.
🔍 Technician Findings
No issues found
⚠️ 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-01229061
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
🚨 95.0 business days
👷
▶
3 Technician Assigned Aug 14, 10:12 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Release, Assigned
To: Assigned, Scheduled
Duration in Previous: 134d 21h, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-08-22T16:30:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Aug 22, 3:05 PM
Scheduled For: 2025-08-28T17:30:00.000+0000
⏳ 2.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Aug 25, 12:25 PM
From: Scheduled
To: Reschedule
Duration in Previous: 11d 2h
⚠️ 7.0 business days
👷
▶
2 Technician Assigned Sep 3, 12:17 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Reschedule
To: Assigned
Duration in Previous: 8d 23h
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Sep 10, 10:03 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-17T17:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Kevin Cox Sep 17, 5:23 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 7h
🚗
▶
2 5x Travel Added Sep 17, 9:03 PM
5x Travel Added → Status: Completed
✔️
Status: Completed by Kevin Cox
From: Tech On Site
To: Completed
Duration in Previous: 3h 42m
🏁
Status: Closed by Kevin Cox Sep 17, 9:11 PM
From: Completed
To: Closed
Duration in Previous: 5m
📋
Status: 07e-Partial Project by Timothy Amburgey Sep 18, 8:50 AM
From: Closed, 07e-Partial Project
To: 07e-Partial Project, WO Correction Needed
Duration in Previous: 11h 38m, 0m
📄
Status: Ready to Bill by Timothy Amburgey Sep 18, 12:52 PM
From: WO Correction Needed
To: Ready to Bill
Duration in Previous: 4h 2m
📨
Status: Invoice Pending by Hannah Shaw Sep 18, 4:07 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 3h 14m, 0m
⏳ 2.0 business days
🧾
Invoice Created Sep 21, 10:51 PM
Invoice Number: SM-241347

Bottlenecks

Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Reschedule
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days
Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Kevin Cox
Scheduled
Sep 17, 1:00 PM
Created
Dec 30, 4:49 PM
Invoice #
SM-241347

Work Details (5)

Name Type Status Qty Amount Date
WL-02939829 Travel Open 124 $0.00 Sep 17, 9:03 PM
WL-02939830 Labor Open 0.91667 $0.00 Sep 17, 9:03 PM
WL-02939831 Travel Open 43 $0.00 Sep 17, 9:03 PM
WL-02939832 Labor Open 0.75 $0.00 Sep 17, 9:03 PM
WL-02939833 Labor Open 2.33333 $0.00 Sep 17, 9:03 PM

Details