Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01230517 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Willard Ice Building 4th floor — 101 W Jefferson St, Springfield IL, 62702

Dec 30, 2024 → Dec 16, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (138 biz days late)
Active: 140 biz days
Paused: 100 biz days
🕐 Clock stopped: Completed (Dec 16, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸100d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Aug 22, 2025
100 business days (not counted)
62d
▶ Clock Running
Status: On Hold
Aug 22 → Nov 21, 2025
62 business days (counted)
Running total: 125 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 125 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 21 → Dec 1, 2025
4 business days (counted)
Running total: 129 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 9, 2025
6 business days (counted)
Running total: 135 of ? biz days used
▶ Clock Running
Status: Reschedule
Dec 9 → Dec 12, 2025
3 business days (counted)
Running total: 138 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 12 → Dec 16, 2025
2 business days (counted)
Running total: 140 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 140 of ? biz days used
Created: Dec 30, 2024 Completed: Dec 16, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Aug 22 Ready for Release ⏸ Paused 100 —
Aug 22 → Nov 21 On Hold ▶ Running 62 125
Nov 21 → Nov 21 Ready for Scheduling ▶ Running 0 125
Nov 21 → Dec 1 Assigned ▶ Running 4 129
Dec 1 → Dec 9 Scheduled ▶ Running 6 135
Dec 9 → Dec 12 Reschedule ▶ Running 3 138
Dec 12 → Dec 16 Scheduled ▶ Running 2 140
Dec 16 → Dec 16 Tech On Site ▶ Running 0 140
Holding 227.2d (excluded)
Coordinators 18.0d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Holding (excluded from total)
227.2 days
Coordinators
18.0 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Dec 17, 2025 (14 days early)
📅
240.4 days Total Age
⏱️
101.0d in Ready for Release Longest Stage
🔄
13 transitions Status Changes
⚠️
11.2d 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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Generating AI analysis...
Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay 101.0 days stuck in "Ready for Release"
⏱️
Total Delay 11.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
126.2d
Ready for Release
101.0d
Ready for Scheduling
0.3d / 1.0d SLA
Assigned
4.7d / 0.5d SLA
Scheduled
9.6d / 2.0d SLA
Reschedule
3.4d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.8d / 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

12/12 KKelch called Cynthia to schedule for 12/16 between 10 and 11 am. Customer confirmed. Call logged on WO-01230517

12/9 KKelch called Cynthia to reschedule for 12/11 between 11 and 1 pm. Left VM. Call logged on WO-01230517

12/1 KKelch called Cynthia back to schedule for 12/10 between 12 and 2 pm. Customer confirmed. Please call Cynthia at 217-299-7874 when you arrive on site

12/1/25 RBerry- Spoke with Don Stevens, states Cynthia Higginson will need to call back to schedule. It is based off of her schedule. States he will have her reach out to schedule. See logged call on WO-01230491


11/21 KKelch called Don to schedule for 12/4 at 11 am. Left info. Call logged on WO-01230491

11/21/2025: Updated contact and provided alternate:

Don Stevens 217-524-3521. Please schedule.


8/22 KKelch called site to schedule for 8/26 at 10:30 am. Left VM for Caleb. Call logged on WO-01230491. Placed on hold due to 3 failed attempts to schedule. 

8/21 KKelch called site to schedule for 8/26 at 10:30 am. Left Vm for Caleb. Call logged on WO-01230491

8/20 KKelch called Rod to schedule for 8/26 at 10:30 am. Left VM. Call logged on WO-01230491

8/14 KKelch called Rod to schedule for 8/19 at 11 am. Left VM. Call logged on WO-01230517

4/3 KHensley called Rod to see if there are any requirements needed prior to scheduling. Left VM. 

🔧 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-01230517
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
🚨 101.0 business days
⏸️
Status: On Hold by Kaitlyn Kelch Aug 22, 12:21 PM
From: Ready for Release
To: On Hold
Duration in Previous: 143d 0h
🚨 63.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Nov 21, 11:13 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 90d 23h
👷
▶
2 Technician Assigned Nov 21, 1:14 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 0m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Dec 1, 2:24 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-10T18:00:00.000+0000
⚠️ 7.0 business days
🔄
Status: Reschedule by Kaitlyn Kelch Dec 9, 3:42 PM
From: Scheduled
To: Reschedule
Duration in Previous: 8d 1h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Dec 12, 9:56 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-16T16:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Kevin Cox Dec 16, 12:40 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 2h
⏱️
Labor Added Dec 16, 12:55 PM
Type: Labor
Status: Open
Qty: 2.16667
⏱️
▶
2 Labor Added Dec 16, 1:19 PM
Labor Added → Status: Completed
✔️
Status: Completed by Kevin Cox
From: Tech On Site
To: Completed
Duration in Previous: 40m
🚗
▶
2 Travel Added Dec 16, 7:39 PM
Travel Added → Status: Closed
🏁
Status: Closed by Kevin Cox
From: Completed
To: Closed
Duration in Previous: 6h 20m
📄
Status: Ready to Bill by Hannah Shaw Dec 17, 9:24 AM
From: Closed
To: Ready to Bill
Duration in Previous: 13h 43m
📨
▶
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

Assigned
Duration: 4.7 business days (threshold: 4.0 business hours)
Exceeded by 4.2 business days
Scheduled
Duration: 6.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business days
Reschedule
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 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, 11:00 AM
Created
Dec 30, 4:51 PM
Invoice #
SM-249259

Work Details (3)

Name Type Status Qty Amount Date
WL-03039245 Labor Open 2.16667 $0.00 Dec 16, 12:55 PM
WL-03039280 Labor Open 0.58333 $0.00 Dec 16, 1:19 PM
WL-03039920 Travel Open 125 $0.00 Dec 16, 7:39 PM

Details