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WO-01297830 ↗ ServiceMax

HIGI LLC • Installation • PC

📍 Higi Office - new ALT Config #1 — 100 S. Wacker Dr., Ste 1600, Chicago IL, 60606

Aug 14, 2025 → Sep 16, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 10, 2025
✗ SLA Missed
Active: 14 biz days
Paused: 8 biz days
🕐 Clock stopped: Invoiced (Sep 16, 2025)
▶ Clock Running
Status: Created
Aug 14 → Aug 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Aug 14 → Aug 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸8d
⏸ Clock Paused
Status: Awaiting Parts
Aug 14 → Aug 26, 2025
8 business days (not counted)
5d
▶ Clock Running
Status: Production
Aug 26 → Sep 3, 2025
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Logistics
Sep 3 → Sep 4, 2025
1 business day (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 4 → Sep 5, 2025
1 business day (counted)
Running total: 7 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Sep 5 → Sep 16, 2025
7 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Ready to Bill
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Invoice Pending
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 14 of ? biz days used
Created: Aug 14, 2025 Invoiced: Sep 16, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Aug 14 → Aug 14 Created ▶ Running 0 0
Aug 14 → Aug 14 L2 Screening ▶ Running 0 0
Aug 14 → Aug 26 Awaiting Parts ⏸ Paused 8 —
Aug 26 → Sep 3 Production ▶ Running 5 5
Sep 3 → Sep 4 Logistics ▶ Running 1 6
Sep 4 → Sep 5 Ready for Scheduling ▶ Running 1 7
Sep 5 → Sep 16 Assigned ▶ Running 7 14
Sep 16 → Sep 16 Ready to Bill ▶ Running 0 14
Sep 16 → Sep 16 Invoice Pending ▶ Running 0 14
Dispatch 7.4d
Material Management 8.6d
Coordinators 9.8d
Billing 0.2d
✗ SLA Missed
Dispatch
7.4 days
Over SLA
Material Management
8.6 days
Over SLA
Coordinators
9.8 days
Over SLA
Billing
0.2 days
Created: Aug 14, 2025 Due: Sep 10, 2025 Completed: Sep 16, 2025 (5 days late)
📅
22.6 days Total Age
⏱️
8.6d in Awaiting Parts Longest Stage
🔄
8 transitions Status Changes
⚠️
18.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00519121
CF-79310
Closed
Special Instructions: There are 3 total kiosks shipping together Model of Kiosk: Alternate Configuration Station How will higi connect to the internet: Ethernet (Hardwire) Ship Date: Delivery Date: 9/19/2025 Installation Date: Additional Info or special requirements There are 3 total kiosks shipping together Link to the Work Instruction, required checklist on page 5 https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Forms/AllItems.aspx?id=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green%2FWI%2DST%2D345%20Higi%20Green%20Installation%20Process%2Epdf&parent=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green&p=true&ct=1724684970563&or=Teams%2DHL&ga=1 Technician MUST check out with a call to EMSAR’s Tech Support **IMPORTANT** Immediately upon accepting this installation/relocation work order, the Coordinator shall contact the site to make them aware of the installation date and approximate time for the installation. If the coordinator is unable to make contact, notify EMSAR account manager so HIGI can provide us with an alternate contact name and number. Verification of delivery will be recorded in the problem description once delivered by the logistics coordinator. Use this password to access the kiosk: miker0me0g0lfech0 Important: Check in upon arrival via WO button or Coordinator before you begin working on the kiosk. You must check out with Technical Support after install to verify in the portal that the kiosk is online, PC is deployed and operational Call 931-284-4999 and follow the prompts. Our Level II Support team must first verify the errors in the customer portal. Be prepared to give the Work Order number. Support Hours are Monday- Friday from 8:00 AM EST until 8:00 PM EST. Alt configuration link https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Alt%20Config/WI-ST-354%20Higi%20Alt%20Config%20Chassis%20Installation%20Process%20001%2010-02-2023.pdf WI-ST-354 Higi Alt Config Chassis Installation Process 001 10-02-2023.pdf
Priority
High
Origin
Client Form
Reason
New Case
Contact
Andrew Chen
Owner
Leona Coonrod
Created
Aug 14, 2025
Work Orders from this Case (1)
WO-01297830 (current) Invoiced
Installation • Nicole Floyd
Created: Aug 14, 2025 • Closed: Sep 16, 2025
Completed with significant delays
Invoiced • 202 days old
🚨
Primary Delay 8.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 18.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
8.6d / 3.0d SLA
Production
5.4d / 2.0d SLA
Logistics
2.0d / 1.0d SLA
Ready for Scheduling
1.8d / 1.0d SLA
Assigned
8.0d / 0.5d SLA
Ready to Bill
0.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/4/2025 CRamen talked about with LYoder in Teams Pod scheduling meeting and its believed that this is not a tech install. LYoder to check on this as there are 3 at Higi Office.


Ready Date 9/4/2025 BA

⚠️ Problem Description
Special Instructions: There are 3 total kiosks shipping together Special Instructions: There are 3 total kiosks shipping together Model of Kiosk: Alternate Configuration Station How will higi connect to the internet: Ethernet (Hardwire) Ship Date: Delivery Date: 9/19/2025 Installation Date: Additional Info or special requirements There are 3 total kiosks shipping together Link to the Work Instruction, required checklist on page 5 https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Forms/AllItems.aspx?id=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green%2FWI%2DST%2D345%20Higi%20Green%20Installation%20Process%2Epdf&parent=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green&p=true&ct=1724684970563&or=Teams%2DHL&ga=1 Technician MUST check out with a call to EMSAR’s Tech Support **IMPORTANT** Immediately upon accepting this installation/relocation work order, the Coordinator shall contact the site to make them aware of the installation date and approximate time for the installation. If the coordinator is unable to make contact, notify EMSAR account manager so HIGI can provide us with an alternate contact name and number. Verification of delivery will be recorded in the problem description once delivered by the logistics coordinator. Use this password to access the kiosk: miker0me0g0lfech0 Important: Check in upon arrival via WO button or Coordinator before you begin working on the kiosk. You must check out with Technical Support after install to verify in the portal that the kiosk is online, PC is deployed and operational Call 931-284-4999 and follow the prompts. Our Level II Support team must first verify the errors in the customer portal. Be prepared to give the Work Order number. Support Hours are Monday- Friday from 8:00 AM EST until 8:00 PM EST. Alt configuration link https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Alt%20Config/WI-ST-354%20Higi%20Alt%20Config%20Chassis%20Installation%20Process%20001%2010-02-2023.pdf WI-ST-354 Higi Alt Config Chassis Installation Process 001 10-02-2023.pdf
📄 Description
Higi Alternate Configuration Station Hardwired

Timeline

📞
▶
5 Case Linked Aug 14, 2:54 PM
Case Linked → Work Order Created → Status: L2 Screening → Parts Requested → Status: Awaiting Parts
📋
Work Order Created
Work Order: WO-01297830
Type: Installation
Priority: PC
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
Parts Requested
Order: 00080003
Status: Closed
📦
Status: Awaiting Parts by Phillip Castillo
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1m
⚠️ 9.0 business days
🏭
Status: Production by Bryan Allphin Aug 26, 4:47 PM
From: Awaiting Parts
To: Production
Duration in Previous: 12d 1h
⚠️ 5.9 business days
🚚
Status: Logistics by Bryan Allphin Sep 3, 8:53 AM
From: Production
To: Logistics
Duration in Previous: 7d 16h
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Brittany Peters Sep 4, 1:25 PM
From: Logistics
To: Ready for Scheduling
Duration in Previous: 1d 4h
👷
▶
2 Technician Assigned Sep 5, 10:48 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Stephanie Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 21h 22m
⚠️ 8.0 business days
📄
Status: Ready to Bill by Brendan Chaney Sep 16, 11:06 AM
From: Assigned
To: Ready to Bill
Duration in Previous: 11d 0h
📨
Status: Invoice Pending by Hannah Shaw Sep 16, 12:52 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1h 46m, 0m
🚨 56.0 business days
🧾
Invoice Created Dec 8, 8:44 AM
Invoice Number: SM-241091

Bottlenecks

Awaiting Parts
Duration: 8.6 business days (threshold: 3.0 business days)
Exceeded by 5.6 business days
Production
Duration: 5.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business days
Logistics
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.6 business hours
Assigned
Duration: 8.0 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business days

🔗 Related Artifacts

📞
Case 00519121
Closed
📦
Parts Order 00080003
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Nicole Floyd
Scheduled
N/A
Created
Aug 14, 2:54 PM
Invoice #
SM-241091

Details