Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01230516 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Washington Gas- Chillum Station — 2130 Chillum Rd, Hyattsville MD, 20782

Dec 30, 2024 → Feb 18, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (186 biz days late)
Active: 188 biz days
Paused: 95 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸95d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Aug 15, 2025
95 business days (not counted)
98d
▶ Clock Running
Status: On Hold
Aug 15 → Jan 9, 2026
98 business days (counted)
Running total: 161 of ? biz days used
▶ Clock Running
Status: Closed
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 161 of ? biz days used
▶ Clock Running
Status: Billing Review
Jan 9 → Jan 14, 2026
3 business days (counted)
Running total: 164 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 16, 2026
2 business days (counted)
Running total: 166 of ? biz days used
▶ Clock Running
Status: Canceled
Jan 16 → Feb 5, 2026
13 business days (counted)
Running total: 179 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 180 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 6 → Feb 13, 2026
5 business days (counted)
Running total: 185 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 18, 2026
2 business days (counted)
Running total: 187 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 188 of ? biz days used
Created: Dec 30, 2024 Completed: Feb 19, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Aug 15 Ready for Release ⏸ Paused 95 —
Aug 15 → Jan 9 On Hold ▶ Running 98 161
Jan 9 → Jan 9 Closed ▶ Running 0 161
Jan 9 → Jan 14 Billing Review ▶ Running 3 164
Jan 14 → Jan 16 Ready for Scheduling ▶ Running 2 166
Jan 16 → Feb 5 Canceled ▶ Running 13 179
Feb 5 → Feb 6 Ready for Scheduling ▶ Running 1 180
Feb 6 → Feb 13 Assigned ▶ Running 5 185
Feb 13 → Feb 18 Scheduled ▶ Running 2 187
Feb 18 → Feb 19 Tech On Site ▶ Running 1 188
Holding 257.3d (excluded)
Coordinators 12.8d
Field Work 1.2d
Billing 3.8d
✗ SLA Missed
Holding (excluded from total)
257.3 days
Coordinators
12.8 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
3.8 days
Over SLA
Created: Dec 30, 2024 Due: Feb 15, 2026 Completed: Feb 19, 2026 (3 days late)
📅
282.8 days Total Age
⏱️
98.1d in On Hold Longest Stage
🔄
14 transitions Status Changes
⚠️
16.1d 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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Generating AI analysis...
Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay 98.1 days stuck in "On Hold"
⏱️
Total Delay 16.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
161.4d
Ready for Release
96.0d
Closed
7.7d / 1.0d SLA
Billing Review
3.8d / 2.0d SLA
Ready for Scheduling
4.3d / 1.0d SLA
Canceled
13.4d
Assigned
5.5d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/13/2026 LHill-rec'd call back from Tom Korb at 703-424-5113. He confirmed that 02/18 with tech arrival between 9-11 works for him. Please call Tom at 703-424-5113 once he gets through the gate.


02/13/2026 LHill-LM at 703-424-5113 for Tom Korb. Trying to schedule tech visit.


2/10 MOwens Sent an email to Tom Korb requesting the schedule the PM visit

2/6 MOwens Called to speak to Tom Korb. Left a vm for him to call back to schedule the PM visit.

02/05/2026. Missed this PM last year. Please schedule PM as soon as possible. Tom Korb is waiting for contact from EMSAR.


01/16/2026 LHill-sent chatter to @[Nicole Floyd]​ Should this be closed?


1.9.26 hshaw - moved WO to BR, not able to enter Service & Closing date to push WO to RTB. chat Rmoore

01/07/2026 NFLOYD - CLOSING - Unable to schedule – Site POC unresponsive

11/26/2025 Higi attempting to gather new contact infor.


08/15/2025 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.


08/15/2025 LHill-LM at 202-624-6220 for John Howard to confirm equipment & contact.  


08/15/2025 LHill called 571-318-0871  for Russell Brown (cell) to confirm equipment & contact.  Unable to leave a message due to mailbox being full.


08/15/2025 LHill LM at 202-624-6358 for Russell Brown to confirm equipment & contact.  Recording states line has been disconnected.



08/14/2025 LHill-Called 703-963-3290 for JOhn Howard (cell) to confirm equipment & contact. Recording says line has been disconnected or number has changed.



08/14/2025 LHill-LM at 202-624-6220 for John Howard to confirm equipment & contact.   

 

08/14/2025 LHill-LM 571-318-0871 for Russell Brown (cell) to confirm equipment & contact.   

 

08/14/2025 LHill-Called 202-624-6358 to confirm equipment & contact.  Recording stated number was disconnected.


08/13/2025 LHill-LM at 202-624-6358 for Russell Brown to confirm equipment & contact.   

 

4/3 KHensley called Russell to see if there was any requirements prior to a tech coming on site. Left VM. 

🔧 Work Performed
PM not completed – unable to schedule. Site requires appointment; multiple attempts made to contact site POC with no response. No appointment confirmed during 2025 PM window. 2/18/26 Arrived on site and spoke with security. I was guided to where the higi kiosk is located. Once at the kiosk I performed a PM on higi kiosk.
🔍 Technician Findings
Higi was up and running upon arrival. Higi was not online due to customer, security and preference.
⚠️ 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-01230516
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
🚨 96.0 business days
⏸️
Status: On Hold by Laura Hill Aug 15, 11:53 AM
From: Ready for Release
To: On Hold
Duration in Previous: 135d 23h
🚨 98.0 business days
🏁
Status: Closed by Furqan Shafi Jan 8, 7:43 PM
From: On Hold
To: Closed
Duration in Previous: 146d 8h
💵
Status: Billing Review by Hannah Shaw Jan 9, 12:46 PM
From: Closed
To: Billing Review
Duration in Previous: 17h 2m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Hannah Shaw Jan 14, 3:47 PM
From: Billing Review
To: Ready for Scheduling
Duration in Previous: 5d 3h
⏳ 3.0 business days
🚫
Status: Canceled by Stephanie Ramen Jan 16, 3:51 PM
From: Ready for Scheduling
To: Canceled
Duration in Previous: 2d 0h
🚨 14.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Feb 5, 11:44 AM
From: Canceled
To: Ready for Scheduling
Duration in Previous: 19d 19h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 6, 2:46 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 3h
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Feb 13, 9:34 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2026-02-18T15:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Maximilian Tucker Feb 18, 1:36 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 4h
⏱️
▶
2 3x Labor Added Feb 18, 11:34 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Maximilian Tucker
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 58m, 0m
⚠️ 6.1 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 27, 12:34 AM
From: Closed
To: Ready to Bill
Duration in Previous: 8d 0h
📨
▶
3 Status: Invoice Pending Feb 27, 12:45 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255027
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Billing Review
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Ready for Scheduling
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.3 business hours
Assigned
Duration: 5.5 business days (threshold: 4.0 business hours)
Exceeded by 5.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Closed
Duration: 6.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Maximilian Tucker
Scheduled
Feb 18, 10:30 AM
Created
Dec 30, 4:51 PM
Invoice #
SM-255027

Work Details (3)

Name Type Status Qty Amount Date
WL-03111515 Labor Open 4 $0.00 Feb 18, 11:34 PM
WL-03111516 Labor Open 1.5 $0.00 Feb 18, 11:34 PM
WL-03111517 Travel Open 140 $0.00 Feb 18, 11:34 PM

Details