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WO-01300395 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Cub Pharmacy #1592 — 10881 University Ave. NE, Blaine MN, 55434

Aug 29, 2025 → Sep 8, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 5, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 8, 2025)
SLA Target
▶ Clock Running
Status: Created
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Aug 29 → Sep 3, 2025
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 3 → Sep 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 3 → Sep 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 3 → Sep 8, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Aug 29, 2025 Completed: Sep 8, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Aug 29 → Aug 29 Created ▶ Running 0 0 / 4
Aug 29 → Aug 29 L2 Screening ▶ Running 0 0 / 4
Aug 29 → Sep 3 Awaiting Parts ⏸ Paused 2
Sep 3 → Sep 3 Ready for Scheduling ▶ Running 0 0 / 4
Sep 3 → Sep 3 Assigned ▶ Running 0 0 / 4
Sep 3 → Sep 8 Scheduled ▶ Running 3 3 / 4
Sep 8 → Sep 8 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Material Management 2.6d
Coordinators 3.6d
Field Work 0.2d
Billing 0.1d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.6 days
Coordinators
3.6 days
Over SLA
Field Work
0.2 days
Billing
0.1 days
Created: Aug 29, 2025 Due: Sep 5, 2025 Completed: Sep 8, 2025 (2 days late)
📅
5.7 days Total Age
⏱️
3.5d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
2.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00523194
Higi - PC
Closed
Use this password to access the kiosk:  R%AK@R!H If swapping out a PC, you would use: miker0me0g0lfech0  There is a mandatory 4 business day timeline in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. At the completion of the service contact the EMSAR Level II Support team so that they can remotely verify that the kiosk is online and operational.  **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.** 
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Aug 29, 2025
Work Orders from this Case (1)
WO-01300395 (current) Invoiced
Repair • Ronnie Salone
Created: Aug 29, 2025 • Closed: Sep 8, 2025
Completed with minor delays
Invoiced • 187 days old
🚨
Primary Delay 3.5 days stuck in "Scheduled"
⏱️
Total Delay 2.0 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
2.6d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
3.5d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
9/7/25 RS I went to hardware store on Saturday to pick up package but it wasn’t there. Set for delivery on Monday based on tracking

9/3/2025 Sramen - put into RFS on 9/3 with due date of 9/5. WO assigned to FSE today so parts should ship out.


🔧 Work Performed
9/8/25 Traveled to site Evaluated unit Found unit was online upon arrival I replaced PC Added network password for vendor connect Tested unit Gave another key to pharmacist Traveled from site Closed WO
🔍 Technician Findings
Unit was online upon arrival. I replaced PC as requested
⚠️ Problem Description
Tech will be sent a PC for replacement. Tech will be shipped Lock and Keys Special Instructions: System Memory of 0.89GB is below limit of 1GB. Reoccurring error. See logs in kiosk portal Use this password to access the kiosk:  R%AK@R!H If swapping out a PC, you would use: miker0me0g0lfech0  There is a mandatory 4 business day timeline in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. At the completion of the service contact the EMSAR Level II Support team so that they can remotely verify that the kiosk is online and operational.  **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.** 
📄 Description
Kiosk

Timeline

📞
Case Linked Aug 29, 10:23 AM
Case Number: 00523194
Subject: Higi - PC
Status: Closed
📋
2 Work Order Created Aug 29, 2:35 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
2 Parts Requested Aug 29, 2:55 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 18m
3.0 business days
📅
Status: Ready for Scheduling by Jacob Jones Sep 3, 2:58 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 0h
👷
3 Technician Assigned Sep 3, 3:52 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 53m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-09-08T13:00:00.000+0000
📦
2 Parts Requested Sep 3, 4:02 PM
Parts Requested → 2x Parts Added
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Dispatch Scheduled by Charles Ramen Sep 4, 2:30 PM
Scheduled For: 2025-09-08T19:00:00.000+0000, 2025-09-08T19:30:00.000+0000
2.0 business days
📅
Dispatch Scheduled by Ronnie Salone Sep 7, 12:38 PM
Scheduled For: 2025-09-08T21:00:00.000+0000
1.0 business days
📅
Dispatch Scheduled by Ronnie Salone Sep 8, 12:54 PM
Scheduled For: 2025-09-08T19:00:00.000+0000
📅
Dispatch Scheduled by Ronnie Salone Sep 8, 1:31 PM
Scheduled For: 2025-09-08T18:15:00.000+0000
🚗
2 2x Travel Added Sep 8, 2:16 PM
2x Travel Added → Status: Tech On Site
🔧
Status: Tech On Site by Ronnie Salone
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 22h
✔️
2 Status: Completed Sep 8, 3:01 PM
Status: Completed → 3x Travel Added
🚗
3x Travel Added
Type: Travel, Labor
Status: Open
Qty: 25, 0.75, 0.5
🏁
Status: Closed by Ronnie Salone Sep 8, 4:03 PM
From: Completed
To: Closed
Duration in Previous: 1h 1m
📄
Status: Ready to Bill by Timothy Amburgey Sep 9, 9:41 AM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 38m
📨
Status: Invoice Pending by Timothy Amburgey Sep 9, 10:23 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 42m, 0m
4.0 business days
🧾
Invoice Created Sep 12, 9:03 PM
Invoice Number: SM-240362

Bottlenecks

Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.9 business hours

🔗 Related Artifacts

📞
Case 00523194
Closed
📦
Parts Order 00081016
Closed
📦
Parts Order 00081184
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Ronnie Salone
Scheduled
Sep 8, 2:15 PM
Created
Aug 29, 2:35 PM
Invoice #
SM-240362

Work Details (7)

Name Type Status Qty Amount Date
WL-02923907 Parts Open 1 $0.00 Sep 3, 4:03 PM
WL-02923908 Parts Open 1 $0.00 Sep 3, 4:03 PM
WL-02928624 Travel Open 40 $0.00 Sep 8, 2:16 PM
WL-02928625 Labor Open 0.75 $0.00 Sep 8, 2:16 PM
WL-02928684 Travel Open 25 $0.00 Sep 8, 3:03 PM
WL-02928685 Labor Open 0.75 $0.00 Sep 8, 3:03 PM
WL-02928686 Labor Open 0.5 $0.00 Sep 8, 3:03 PM

Details