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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01230484 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Illinois State police Chicago Headquarters — 9915 W. Harrison Street, Des Plains 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: Tech Off Site (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 Tech Off Site: 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 0.5d
Billing 0.2d
✗ SLA Missed
Holding (excluded from total)
193.2 days
Coordinators
6.2 days
Over SLA
Field Work
0.5 days
Billing
0.2 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
🔄
9 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
0.5d / 1.0d SLA
Tech Off Site
0.0d / 2.0d 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

10/10/25 lcoonrod

marking as 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. I was calling him on WO-01230351 and he advised of this 2nd kiosk. He stated the address should be 9511 Harrison Street. Both kiosks are in the same building. Matthew works down the hall.


08/19/2025 LHill-spoke wth Matthew Peckham at 847-436-1516. He confirmed contact and equipment below.  

Unit is onsite: yes 

Scheduling ahead needed: No. Sign in at the front desk. Front desk willl be able to direct to to where the kiosk is located. If not, call Matthew Peckham at 847-436-1516 

Certain day or time: anytime 24 hour access. 

Confirmed contact information is correct: yes 

Unit is in public area.   


08/19/2025 LHill –LM at 813-810-7759 for Shelby Curry to confirm equipment & contact.   

 


8/18/25 RCook- LM with Shelby Curry to confirm contact and equipment

🔧 Work Performed
10/10/2025 Mike Huffman. Completed the PM, field service report and obtained signature. The Kiosk 101569 is not online when I arrived on site. I called Higi who advised last time it was online was Feb 2025. I installed a LAN cable from the Higi to a wall check in the cube and Kiosk did not come online. I asked the site contact to contact IT and request they investigate.
🔍 Technician Findings
Kiosk does not show signs of customer damage. Kiosk is fully operational. No 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 Installed and Storm Key pad

Timeline

📋
Work Order Created Dec 30, 4:51 PM
Work Order: WO-01230484
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, 10:39 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, 8:10 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 21h
⏱️
3x Labor Added Oct 10, 11:27 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1
🚗
▶
2 Status: Tech Off Site Oct 10, 11:50 AM
Status: Tech Off Site → Status: Completed
✔️
Status: Completed by MICHAEL HUFFMAN
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
📄
Status: Ready to Bill by Hannah Shaw Oct 10, 3:12 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3h 19m
📨
Status: Invoice Pending by Hannah Shaw Oct 10, 4:19 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1h 6m
💰
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, 12:18 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-02966348 Labor Open 0.5 $0.00 Oct 10, 11:27 AM
WL-02966349 Labor Open 1 $0.00 Oct 10, 11:27 AM
WL-02966350 Travel Open 1 $0.00 Oct 10, 11:27 AM

Details