6/9 chat'd Danek on location WO request FW: Cradlepoint modems
Closed
Ship a modem and SIM card to the following address.
Attn: James Williams
901 NE Loop 410 #807
San Antonio, TX
78209
Special Instructions:
Provide the modem’s IMEI number and SIM card number and the tracking number to Jerry Orneal - jornelas@higi.com
CSA Internal Notes:
*** No Technician Required. *** Out of Scope WO.
The work order should have the following charges
15-20 min Dispatch Labor (including billing review to process the work order)
15 min L2 labor to order the part
30 min Production time to pick pack ship and provide the requested information
Shipping charges – will populate on the part order
6/9/25 SReich - Per a phone call with Kirsten Walls, we created a higi location to use on this WO. She said to make it a parts order vs support, which is referenced in the email.
CSA Internal Notes:
TOTAL NET CHARGE: 10.38
*** No Technician Required. *** Out of Scope WO.
The work order should have the following charges
15-20 min Dispatch Labor (including billing review to process the work order)
15 min L2 labor to order the part
30 min Production time to pick pack ship and provide the requested information
Shipping charges – will populate on the part order
🔧Work Performed
15-20 min Dispatch Labor (including billing review to process the work order)
15 min L2 labor to order the part
30 min Production time to pick pack ship and provide the requested information
Shipping charges – will populate on the part order
⚠️Problem Description
Ship a modem and SIM card to the following address.
Attn: James Williams
901 NE Loop 410 #807
San Antonio, TX
78209
Special Instructions:
Provide the modem’s IMEI number and SIM card number and the tracking number to Jerry Orneal - jornelas@higi.com
CSA Internal Notes:
*** No Technician Required. *** Out of Scope WO.
The work order should have the following charges
15-20 min Dispatch Labor (including billing review to process the work order)
15 min L2 labor to order the part
30 min Production time to pick pack ship and provide the requested information
Shipping charges – will populate on the part order
Jun 10, 2025 12:11pm
@EDUARD DANEK @Kirsten Walls This order is picked and i have placed it into "Scheduled" status. I have asked Emily to let us know when the tracking number is available so I can send Jerry all the info he has requested. I have also asked her to add shipping cost to the internal CSA notes. We will be shipping this ground, or do you suggest next day?
@Emily Wilson @Brittney Burba
Oct 6, 2025 10:48am
@Nicole Floyd can you process this WO
Oct 29, 2025 4:40pm
@Keith Fricke please advise with freight charge on this WO. Thank you
Timeline
📞
Case Linked Jun 6, 7:31 PM
Case Number:00499836
Subject:6/9 chat'd Danek on location WO request FW: Cradlepoint modems
Status:Closed
⏳1.6 business days
📋
▶
2
Work Order Created Jun 9, 4:52 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From:Entered
To:L2 Screening
Duration in Previous:1m
📦
▶
2
Parts Requested Jun 9, 7:04 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Jarrod Black
From:L2 Screening
To:Awaiting Parts
Duration in Previous:2h 10m
📅
▶
3
Status: Ready for Scheduling Jun 10, 12:02 PM
Status: Ready for Scheduling → Status: Assigned → Technician Assigned
👷
Status: Assigned by Brendan Chaney
From:Ready for Scheduling, Assigned
To:Assigned, Scheduled
Duration in Previous:4m, 0m
👷
Technician Assigned by Brendan Chaney
Technician:Ed Danek
📅
Dispatch Scheduled by Brendan ChaneyJun 10, 12:07 PM
Scheduled For:2025-06-10T16:00:00.000+0000
🔩
Parts Added Jun 10, 1:45 PM
Type:Parts
Status:Open
Qty:1
⚠️6.0 business days
✔️
Status: Completed by Rhonnie ReevesJun 17, 9:07 AM
From:Scheduled
To:Completed
Duration in Previous:6d 21h
🚨85.0 business days
👷
Technician Assigned by Rhonnie ReevesOct 17, 11:40 AM
Technician:a0hVU000000B9JJYA0, Nicole Floyd
⚠️9.0 business days
🏁
Status: Closed by Peter GreenOct 29, 12:14 PM
From:Completed
To:Closed
Duration in Previous:134d 3h
⏱️
▶
2
Labor Added Oct 29, 4:39 PM
Labor Added → Status: Billing Review
💵
Status: Billing Review by Hannah Shaw
From:Closed
To:Billing Review
Duration in Previous:4h 28m
💵
▶
2
Expenses Added Oct 29, 4:50 PM
Expenses Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From:Billing Review
To:Ready to Bill
Duration in Previous:10m
🚨22.9 business days
📨
Status: Invoice Pending by Hannah ShawDec 3, 10:36 AM
From:Ready to Bill
To:Invoice Pending
Duration in Previous:34d 18h
🧾
▶
2
Invoice Created Dec 3, 10:44 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From:Invoice Pending
To:Invoiced
Duration in Previous:8m
Bottlenecks
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Completed
Duration: 93.0 business days (threshold: 1.0 business days)
Exceeded by 92.0 business days
Ready to Bill
Duration: 22.4 business days (threshold: 1.0 business days)