Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01230365 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 USPS — 475 La Enfant Plaza SW, Washington D.C DC, 20260

Dec 30, 2024 → Dec 4, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (132 biz days late)
Active: 134 biz days
Paused: 98 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
⏸98d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Aug 20, 2025
98 business days (not counted)
64d
▶ Clock Running
Status: On Hold
Aug 20 → Nov 21, 2025
64 business days (counted)
Running total: 127 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 127 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 21 → Dec 1, 2025
4 business days (counted)
Running total: 131 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 2, 2025
1 business day (counted)
Running total: 132 of ? biz days used
▶ Clock Running
Status: Entered
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 132 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 132 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 2 → Dec 4, 2025
2 business days (counted)
Running total: 134 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 134 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 20 Ready for Release ⏸ Paused 98 —
Aug 20 → Nov 21 On Hold ▶ Running 64 127
Nov 21 → Nov 21 Ready for Scheduling ▶ Running 0 127
Nov 21 → Dec 1 Assigned ▶ Running 4 131
Dec 1 → Dec 2 Scheduled ▶ Running 1 132
Dec 2 → Dec 2 Entered ▶ Running 0 132
Dec 2 → Dec 2 Assigned ▶ Running 0 132
Dec 2 → Dec 4 Scheduled ▶ Running 2 134
Dec 4 → Dec 4 Tech On Site ▶ Running 0 134
Holding 227.2d (excluded)
Coordinators 9.2d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Holding (excluded from total)
227.2 days
Coordinators
9.2 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Dec 5, 2025 (26 days early)
📅
232.6 days Total Age
⏱️
99.0d in Ready for Release Longest Stage
🔄
12 transitions Status Changes
⚠️
5.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...
Completed with minor delays
Invoiced • 429 days old
🚨
Primary Delay 99.0 days stuck in "Ready for Release"
⏱️
Total Delay 5.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
128.3d
Ready for Release
99.0d
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
5.0d / 0.5d SLA
Scheduled
4.2d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
0.8d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

CONFIRMED


12/2/25 RBerry- Per teams chat from MBateman reassign WO to Max Tucker. Emailed Edward Blair to reschedule for 12/4/25 at the same time. Received confirmation. See logged email..


12/1/25 RBerry- Received confirmation from Edward Blair to schedule for 12/11/25 with arrival time between 10AM-12PM. Technician will need to call Edward Blair at 202-527-3429 when arriving onsite. See logged email.


12/1/25 RBerry- Received email from Edward Blair asking to schedule for this Thursday. Offered to schedule for 12/11/25 with an arrival time between 10AM-12PM. Waiting for confirmation. See logged email.


12/1/25 RBerry- Emailed Edward Blair and Anesha Mercer to discuss scheduling. See logged email.


11/25/2025 LHill-rec'd email from Yesenia Cruz-Please add Edward Blair as a point of contact for the below. Additionally, we will be available for the next two weeks if a technician is available in that time frame. Any time between Monday-Thursday between the times of 8am-2pm would work best. Thank you.

See logged email.


11/21/2025 LHill-sent email to Yesenia Cruz, Edward Blair and Anesha Mercer trying to schedule PM visit.


11/21/2025: Updated contact and provide alternates. Please email ALL contacts to schedule.

Edward Blair: Edward.D.Blair@usps.gov

Anesha Mercer: Anesha.Mercer@usps.gov


08/20/2025 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. See logged call on WO-0123036408/20/2025 LHill –LM at (202) 230-4859 confirm equipment & contact.  


08/19/2025 LHill LM at (202) 230-4859 to confirm equipment & contact. 


08/18/2025 LHill LM at (202) 230-4859  to confirm equipment & contact.   See logged call on WO-01230364.


08/15/2025 LHill LM at (202) 230-4859  to confirm equipment & contact.   See logged call on WO-01230364.

 

🔧 Work Performed
Upon arrival the touch screen was blue. i Reset higi and set BIOS setting powerOn after powerfail to power On. that fixed the issue and made the higi fully operational. I preformed the PM Checklist. Higi failed due to Backlighting LEDs not working on the seat and tower side. both screens was not fully functional, needs top screen replaced. I confirmed with higi support that the higi did not need to be connected to the network and to remain off line.
🔍 Technician Findings
Upon arrival the touch screen was blue and not operational.
⚠️ 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, 4:51 PM
Work Order: WO-01230365
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
🚨 99.0 business days
⏸️
Status: On Hold by Laura Hill Aug 20, 9:49 AM
From: Ready for Release
To: On Hold
Duration in Previous: 140d 21h
🚨 65.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Nov 21, 10:43 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 93d 1h
👷
▶
2 Technician Assigned Nov 21, 11:08 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 25m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Dec 1, 2:10 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-12-11T16:00:00.000+0000
⏳ 2.0 business days
🆕
▶
3 Status: Entered Dec 2, 2:31 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Rhea Berry
Technician: Maximilian Tucker
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-12-04T16:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Maximilian Tucker Dec 4, 1:40 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 23h
🚗
Status: Tech Off Site by Maximilian Tucker Dec 4, 3:08 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 28m
✔️
Status: Completed by Maximilian Tucker Dec 4, 9:15 PM
From: Tech Off Site
To: Completed
Duration in Previous: 6h 7m
⏱️
2x Labor Added Dec 4, 9:28 PM
Type: Labor
Status: Open
Qty: 5.6666666666667, 1.8333333333333
🏁
Status: Closed by Maximilian Tucker Dec 4, 9:44 PM
From: Completed
To: Closed
Duration in Previous: 29m
📄
▶
2 Status: Ready to Bill Dec 5, 9:08 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Timothy Amburgey
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 3m, 0m
⏳ 1.0 business days
🧾
Invoice Created Dec 7, 4:39 PM
Invoice Number: SM-248328

Bottlenecks

Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.5 business hours

🔗 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, 11:00 AM
Created
Dec 30, 4:51 PM
Invoice #
SM-248328

Work Details (2)

Name Type Status Qty Amount Date
WL-03027339 Labor Open 5.6666666666667 $0.00 Dec 4, 9:28 PM
WL-03027340 Labor Open 1.8333333333333 $0.00 Dec 4, 9:28 PM

Details