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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01230351 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Suburban North Regional Office Building - Aetna — 9511 Harrison Street, Des Plaines IL, 60016

Dec 30, 2024 → Oct 10, 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: 129 biz days
🕐 Clock stopped: Completed (Oct 10, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸129d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Oct 3, 2025
129 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 3 → Oct 6, 2025
1 business day (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 6 → Oct 10, 2025
4 business days (counted)
Running total: 68 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 68 of ? biz days used
Created: Dec 30, 2024 Completed: Oct 10, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Oct 3 Ready for Release ⏸ Paused 129 —
Oct 3 → Oct 6 Ready for Scheduling ▶ Running 1 64
Oct 6 → Oct 6 Assigned ▶ Running 0 64
Oct 6 → Oct 10 Scheduled ▶ Running 4 68
Oct 10 → Oct 10 Tech On Site ▶ Running 0 68
Holding 193.2d (excluded)
Coordinators 6.2d
Field Work 0.3d
Billing 0.1d
✗ SLA Missed
Holding (excluded from total)
193.2 days
Coordinators
6.2 days
Over SLA
Field Work
0.3 days
Billing
0.1 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Oct 10, 2025 (82 days early)
📅
197.3 days Total Age
⏱️
130.0d in Ready for Release Longest Stage
🔄
8 transitions Status Changes
⚠️
3.2d 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 minor delays
Invoiced • 429 days old
🚨
Primary Delay 130.0 days stuck in "Ready for Release"
⏱️
Total Delay 3.2 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
130.0d
Ready for Scheduling
1.2d / 1.0d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
0.4d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/6/2025 CRamen spoke with Ernie Scarpelli and scheduled for Friday 10/10/2025 with tech arrival between 8-10am. Call logged on WO-01230484


CONFIRMED


**Please schedule WO-01230351 & WO-01230484 together**


08/19/2025 LHill-spoke with Ernie Scarpelli at 847-294-4150. He confirmed contact and equipment below. He has 2 machines at this location.


Unit is onsite: yes 


Scheduling ahead needed: Yes.  


Certain day or time: M-F 8:30 AM– 5:00 PM 


Confirmed contact information is correct: yes 


Unit is in secured area. and the 2nd unit is in a public area. Ernie will be able to direct the tech. 

🔧 Work Performed
10/10/2025 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 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, 4:51 PM
Work Order: WO-01230351
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
🚨 130.0 business days
📅
Status: Ready for Scheduling by Stephanie Ramen Oct 3, 6:32 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 185d 6h
⏳ 1.7 business days
👷
▶
3 Technician Assigned Oct 6, 10:40 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2d 16h, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-10-10T13:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Oct 10, 9:50 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 23h
⏱️
3x Labor Added Oct 10, 10:26 AM
Type: Labor, Travel
Status: Open
Qty: 2.5, 0.5, 42
✔️
Status: Completed by MICHAEL HUFFMAN Oct 10, 11:54 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 3m, 0m
📄
Status: Ready to Bill by Hannah Shaw Oct 10, 3:15 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3h 20m
📨
Status: Invoice Pending by Hannah Shaw Oct 10, 4:19 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1h 4m
💰
Status: Invoiced by Hannah Shaw Oct 10, 4:24 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
⏳ 0.9 business days
🧾
Invoice Created Oct 13, 12:17 PM
Invoice Number: SM-243397

Bottlenecks

Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Mike Huffman
Scheduled
Oct 10, 9:00 AM
Created
Dec 30, 4:51 PM
Invoice #
SM-243397

Work Details (3)

Name Type Status Qty Amount Date
WL-02966249 Labor Open 2.5 $0.00 Oct 10, 10:26 AM
WL-02966250 Labor Open 0.5 $0.00 Oct 10, 10:26 AM
WL-02966251 Travel Open 42 $0.00 Oct 10, 10:26 AM

Details