Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01230482 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Illinois Sec. of State- Driver Services — 509 West Capitol Avenue, Springfield IL, 62704

Dec 30, 2024 → Dec 16, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (171 biz days late)
Active: 173 biz days
Paused: 67 biz days
🕐 Clock stopped: Tech Off Site (Dec 16, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸67d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Jul 8, 2025
67 business days (not counted)
103d
▶ Clock Running
Status: On Hold
Jul 8 → Dec 5, 2025
103 business days (counted)
Running total: 166 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 166 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 166 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 16, 2025
7 business days (counted)
Running total: 173 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 173 of ? biz days used
Created: Dec 30, 2024 Tech Off Site: Dec 16, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Jul 8 Ready for Release ⏸ Paused 67 —
Jul 8 → Dec 5 On Hold ▶ Running 103 166
Dec 5 → Dec 5 Ready for Scheduling ▶ Running 0 166
Dec 5 → Dec 5 Assigned ▶ Running 0 166
Dec 5 → Dec 16 Scheduled ▶ Running 7 173
Dec 16 → Dec 16 Tech On Site ▶ Running 0 173
Holding 234.6d (excluded)
Coordinators 7.8d
Field Work 0.7d
Billing 0.1d
✗ SLA Missed
Holding (excluded from total)
234.6 days
Coordinators
7.8 days
Over SLA
Field Work
0.7 days
Billing
0.1 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Dec 17, 2025 (14 days early)
📅
240.4 days Total Age
⏱️
103.4d in On Hold Longest Stage
🔄
12 transitions Status Changes
⚠️
5.6d 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 103.4 days stuck in "On Hold"
⏱️
Total Delay 5.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
166.7d
Ready for Release
68.0d
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
7.6d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.6d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/5 KKelch Rodney called me back to schedule for 12/16 between 12 and 2 pm. Customer confirmed. Please call Rodney when you arrive on site. If you cannot reach Rodney, please call Brian at 217-900-0919

12/5 KKelch called Rodney to schedule for 12/16 at 1 pm. Left info.

12/5 KKelch called Bill to schedule for 12/16 between 12 and 2 pm. He provided Rodney Davids at 217-299-3813 and Brian Short at 217-900-0919

12/5/2025 updated contact per Higi. Alternate: Bill Richards 217-782-3174


7/8/25 RCook- Called 217-782-3174, spoke with a male (did not get his name) states he does not know what I am talking about and disconnected call. Escalated WO to account manager for contact assistance. 

🔧 Work Performed
Pm completed
🔍 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 Green Kiosk Hard wired Installed and Storm Key pad

Timeline

📋
Work Order Created Dec 30, 4:51 PM
Work Order: WO-01230482
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
🚨 68.0 business days
⏸️
Status: On Hold by Rhea Berry Jul 8, 4:43 PM
From: Ready for Release
To: On Hold
Duration in Previous: 98d 4h
🚨 103.9 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Dec 5, 12:13 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 149d 20h
👷
▶
2 Technician Assigned Dec 5, 1:14 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 0m
🗓️
▶
2 Status: Scheduled Dec 5, 1:53 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-16T18:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Kevin Cox Dec 16, 2:22 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 0h
⏱️
Labor Added Dec 16, 2:46 PM
Type: Labor
Status: Open
Qty: 0.33333
⏱️
2x Labor Added Dec 16, 2:53 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 1
🚗
Status: Tech Off Site by Kevin Cox Dec 16, 3:01 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 39m
✔️
Status: Completed by Kevin Cox Dec 16, 7:56 PM
From: Tech Off Site
To: Completed
Duration in Previous: 4h 55m
🏁
Status: Closed by Kevin Cox Dec 16, 8:03 PM
From: Completed
To: Closed
Duration in Previous: 6m
📄
Status: Ready to Bill by Hannah Shaw Dec 17, 9:14 AM
From: Closed
To: Ready to Bill
Duration in Previous: 13h 11m
📨
▶
2 Status: Invoice Pending Dec 17, 9:38 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 3.0 business days
🧾
Invoice Created Dec 21, 11:38 PM
Invoice Number: SM-249259

Bottlenecks

Scheduled
Duration: 7.6 business days (threshold: 2.0 business days)
Exceeded by 5.6 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
Dec 16, 1:00 PM
Created
Dec 30, 4:51 PM
Invoice #
SM-249259

Work Details (3)

Name Type Status Qty Amount Date
WL-03039423 Labor Open 0.33333 $0.00 Dec 16, 2:46 PM
WL-03039427 Labor Open 0.75 $0.00 Dec 16, 2:53 PM
WL-03039428 Travel Open 1 $0.00 Dec 16, 2:53 PM

Details