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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01231002 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Wegmans- Virginia Service Center VSC — 9300 Sliding Hill Road, Ashland VA, 23005

Dec 30, 2024 → Oct 21, 2025

✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (78 biz days late)
Active: 80 biz days
Paused: 123 biz days
🕐 Clock stopped: Completed (Oct 21, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸123d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Sep 25, 2025
123 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 25 → Oct 3, 2025
6 business days (counted)
Running total: 69 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 3 → Oct 21, 2025
11 business days (counted)
Running total: 80 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 80 of ? biz days used
Created: Dec 30, 2024 Completed: Oct 21, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Apr 1 Created ▶ Running 63 63
Apr 1 → Sep 25 Ready for Release ⏸ Paused 123 —
Sep 25 → Oct 3 Assigned ▶ Running 6 69
Oct 3 → Oct 21 Scheduled ▶ Running 11 80
Oct 21 → Oct 21 Tech On Site ▶ Running 0 80
Holding 187.2d (excluded)
Coordinators 18.6d
Field Work 1.2d
Billing 0.1d
✗ SLA Missed
Holding (excluded from total)
187.2 days
Coordinators
18.6 days
Over SLA
Field Work
1.2 days
Billing
0.1 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Oct 21, 2025 (71 days early)
📅
203.3 days Total Age
⏱️
124.0d in Ready for Release Longest Stage
🔄
9 transitions Status Changes
⚠️
16.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay 124.0 days stuck in "Ready for Release"
⏱️
Total Delay 16.2 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
124.0d
Assigned
6.6d / 0.5d SLA
Scheduled
12.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/3 MOwens Benji replied back that Tues. 10/21 will work for the PM visit. I replied back that the visit will be scheduled on 10/21. Eta will be between 9-9:30am.


10/2 MOwens Sent an email to Benjamin to schedule the Pm on Tues. 10/21.


CONFIRMED

 

08/19/2025 LHill-spoke with Benji at 804-585-2400.  He confirmed contact and equipment below.  

Unit is onsite: yes 

Scheduling ahead needed: Yes. Send email to benjamin.graham@wegmans.com 

Certain day or time: 24 hour facility. Tuesdays are the best days 

Confirmed contact information is correct: yes 

Unit is in secured area. Located in the Employee Locker Room. 


08/18/2025 LHill-LM at (804) 585-2400 for Benji to confirm equipment & contact.  

 

4/7 KHensley called site to see if there are any requirements needed prior to scheduling. She will call me back. 

🔧 Work Performed
10/21/25 PC- PM Technician Findings upon arrival: Found unit fully functional but online. Actions Taken/Work Performed: Complete Higi PM. Troubleshoot unit to get it back online. Unable to get unit online. reached out to L2, told them I think that site internet signal is weak and not online. Was told to call Higi support. Whaile waiting for a call back from Higi I completed the PM and did a power down on unit for BIOS setting change. Power unit back up and it was online. Called back to L2 and let them know unit was back online. Higi called back and saw unit online. Final Resolution: Unit passed all function test.
🔍 Technician Findings
10/21/25 PC- PM Technician Findings upon arrival: Found unit fully functional but online. Actions Taken/Work Performed: Complete Higi PM. Troubleshoot unit to get it back online. Unable to get unit online. reached out to L2, told them I think that site internet signal is weak and not online. Was told to call Higi support. Whaile waiting for a call back from Higi I completed the PM and did a power down on unit for BIOS setting change. Power unit back up and it was online. Called back to L2 and let them know unit was back online. Higi called back and saw unit online. Final Resolution: Unit passed all function test.
⚠️ 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 WI-FI

Timeline

📋
Work Order Created Dec 30, 4:52 PM
Work Order: WO-01231002
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
🚨 124.0 business days
👷
▶
2 Technician Assigned Sep 25, 3:25 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Release
To: Assigned
Duration in Previous: 177d 3h
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Oct 3, 9:12 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-10-21T13:00:00.000+0000
⚠️ 6.0 business days
💵
2x Expenses Added Oct 13, 4:32 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 6.0 business days
🔧
Status: Tech On Site by Praelow Cameron Oct 21, 8:36 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 17d 23h
✔️
Status: Completed by Praelow Cameron Oct 21, 10:02 AM
From: Tech On Site
To: Completed
Duration in Previous: 1h 26m
⏱️
▶
2 3x Labor Added Oct 21, 6:46 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Praelow Cameron
From: Completed
To: Closed
Duration in Previous: 8h 44m
📄
Status: Ready to Bill by Hannah Shaw Oct 22, 11:58 AM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 10m
📨
Status: Invoice Pending by Hannah Shaw Oct 22, 12:47 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 49m
💰
Status: Invoiced by Hannah Shaw Oct 22, 12:57 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 10m
⏳ 4.0 business days
🧾
Invoice Created Oct 27, 12:24 PM
Invoice Number: SM-244372

Bottlenecks

Assigned
Duration: 6.6 business days (threshold: 4.0 business hours)
Exceeded by 6.1 business days
Scheduled
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Praelow Cameron
Scheduled
Oct 21, 9:00 AM
Created
Dec 30, 4:52 PM
Invoice #
SM-244372

Work Details (5)

Name Type Status Qty Amount Date
WL-02968923 Expenses Open 1 $0.00 Oct 13, 4:32 PM
WL-02968924 Expenses Open 1 $0.00 Oct 13, 4:32 PM
WL-02978980 Labor Open 0.5 $0.00 Oct 21, 6:46 PM
WL-02978981 Labor Open 2 $0.00 Oct 21, 6:46 PM
WL-02978982 Travel Open 4 $0.00 Oct 21, 6:46 PM

Details