Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01301114 ↗ ServiceMax

HIGI LLC • Installation • PC

📍 Publix 1899 — 150 St Johns Heritage Pkwy NW, Suite 101, Palm Bay FL, 32907

Sep 3, 2025 → Oct 25, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 22, 2025
✓ SLA Met
Active: 22 biz days
Paused: 12 biz days
🕐 Clock stopped: Completed (Oct 22, 2025)
▶ Clock Running
Status: Created
Sep 3 → Sep 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Sep 3 → Sep 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸12d
⏸ Clock Paused
Status: Awaiting Parts
Sep 3 → Sep 19, 2025
12 business days (not counted)
9d
▶ Clock Running
Status: Production
Sep 19 → Oct 2, 2025
9 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Logistics
Oct 2 → Oct 3, 2025
1 business day (counted)
Running total: 10 of ? biz days used
5d
▶ Clock Running
Status: Ready for Scheduling
Oct 3 → Oct 10, 2025
5 business days (counted)
Running total: 15 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Oct 10 → Oct 17, 2025
4 business days (counted)
Running total: 19 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 17 → Oct 22, 2025
3 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 22 of ? biz days used
Created: Sep 3, 2025 Completed: Oct 22, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Sep 3 → Sep 3 Created ▶ Running 0 0
Sep 3 → Sep 3 L2 Screening ▶ Running 0 0
Sep 3 → Sep 19 Awaiting Parts ⏸ Paused 12 —
Sep 19 → Oct 2 Production ▶ Running 9 9
Oct 2 → Oct 3 Logistics ▶ Running 1 10
Oct 3 → Oct 10 Ready for Scheduling ▶ Running 5 15
Oct 10 → Oct 17 Assigned ▶ Running 4 19
Oct 17 → Oct 22 Scheduled ▶ Running 3 22
Oct 22 → Oct 22 Tech On Site ▶ Running 0 22
Dispatch 12.0d
Material Management 12.5d
Coordinators 14.1d
Field Work 2.7d
Billing 24.5d
✓ SLA Met
Dispatch
12.0 days
Over SLA
Material Management
12.5 days
Over SLA
Coordinators
14.1 days
Over SLA
Field Work
2.7 days
Over SLA
Billing
24.5 days
Over SLA
Created: Sep 3, 2025 Due: Oct 22, 2025 Completed: Oct 25, 2025 (2 days late)
📅
36.6 days Total Age
⏱️
24.4d in Ready to Bill Longest Stage
🔄
13 transitions Status Changes
⚠️
54.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00524311
CF-79699
Closed
How will higi connect to the internet: Wifi Ship Date: Delivery Date: 10/7/2025 Installation Date: 10/8/2025 Additional Info or special requirements Megan Wilshire (off-site) cell 863-225-3005 Use a 2014 refurbished unit. Delivery is standard retail Dock to Dock. Grand Opening 10/16/25 Refer to HWI-0022 Publix Convert to WIFI process. Open Publix Network, so no password required. 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.  
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Sep 3, 2025
Work Orders from this Case (1)
WO-01301114 (current) Invoiced
Installation • Robert Rivera
Created: Sep 3, 2025 • Closed: Oct 25, 2025
Completed with significant delays
Invoiced • 182 days old
🚨
Primary Delay 24.4 days stuck in "Ready to Bill"
⏱️
Total Delay 54.0 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
12.5d / 3.0d SLA
Production
10.0d / 2.0d SLA
Logistics
2.0d / 1.0d SLA
Ready for Scheduling
5.6d / 1.0d SLA
Assigned
4.5d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
2.5d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
24.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/22 MFranks - Could not close work order same day due to delayed PC deployment.

10/17/25 AJinerson - Called pharmacy number listed on location details to see if we could get in touch w/ someone to schedule. Prompt 0 to speak with someone. Was transferred to Daniel Rivero who is the construction manager for this store and confirmed to schedule tech visit for Weds. 10/22 with arrival between 11am-1pm. 

They will have staff on site from 7am-4pm. 


10/16/25 AJinerson - Called and left VM for POC Megan needing to confirm scheduling tech visit for 10/22. 


10/10/25 RCook- LM with Megan Wilshire to schedule. 


10/10/25 RCook- Called pharmacy to schedule. No answer. Could not leave message. 


10/10/25 RCook- Per RIngraham in ASC meeting, send RRivera to this install.


10/10/2025 LHill-Rhea will get with SUP as tech may be on a potential project that week.


10/10/25 NFloyd - Per email from Page

WO has been updated with the following:

Pick Up from EMSAR: 10/15/25

Delivery Date: 10/21/25

Installation Date: 10/22/25

Grand Opening: 10/30/25


9/25/25 SReich - Per an email from Page, WO has been updated with the following:

updated CF-79699

updates are in blue.

 Installation Date: 10/22

 Grand Opening 10/30/2025


Ready date 10/2/2025 BA

🔧 Work Performed
Unpacked, set up , connected online Ran all functional Tests called L2 to verify & deploy
🔍 Technician Findings
Shipped Kiosk Boxed on a pallet
⚠️ Problem Description
Pick Up from EMSAR: 10/15/25 Delivery Date: 10/21/25 Installation Date: 10/22/25 Grand Opening: 10/30/25 Special Instructions: Megan Wilshire (off-site) cell 863-225-3005 Use a 2014 refurbished unit. Delivery is standard retail Dock to Dock. Grand Opening: 10/30/2025 Refer to HWI-0022 Publix Convert to WIFI process. Open Publix Network, so no password required. How will higi connect to the internet: Wifi Additional Info or special requirements Megan Wilshire (off-site) cell 863-225-3005 Use a 2014 refurbished unit. Delivery is standard retail Dock to Dock. Grand Opening 10/16/25 Refer to HWI-0022 Publix Convert to WIFI process. Open Publix Network, so no password required. 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.  
📄 Description
Higi Green Kiosk with a Wifi Installed and Storm Key pad

Timeline

📞
▶
3 Case Linked Sep 3, 3:26 PM
Case Linked → Work Order Created → Status: L2 Screening
📋
Work Order Created
Work Order: WO-01301114
Type: Installation
Priority: PC
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Sep 3, 3:44 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 16m
🚨 13.0 business days
🏭
Status: Production by Bryan Allphin Sep 19, 9:25 AM
From: Awaiting Parts
To: Production
Duration in Previous: 15d 17h
🚨 10.0 business days
🚚
Status: Logistics by Bryan Allphin Oct 2, 8:48 AM
From: Production
To: Logistics
Duration in Previous: 12d 23h
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Kirsten Walls Oct 3, 3:18 PM
From: Logistics
To: Ready for Scheduling
Duration in Previous: 1d 6h
⚠️ 6.0 business days
👷
▶
2 Technician Assigned Oct 10, 4:03 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7d 0h
⏳ 5.0 business days
📅
▶
2 Dispatch Scheduled Oct 17, 11:48 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 6d 19h
⏳ 4.0 business days
🔧
Status: Tech On Site by Rob Rivera Oct 22, 2:18 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 2h
✔️
Status: Completed by Rob Rivera Oct 22, 4:10 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 51m
⏱️
5x Labor Added Oct 22, 9:59 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 3, 145, 151
⏳ 2.3 business days
🏁
Status: Closed by Rob Rivera Oct 25, 11:09 AM
From: Completed
To: Closed
Duration in Previous: 2d 18h
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Oct 27, 4:24 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 5h
🚨 24.9 business days
📨
Status: Invoice Pending by Hannah Shaw Dec 3, 11:09 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 36d 19h
🧾
▶
2 Invoice Created Dec 3, 11:19 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 9m

Bottlenecks

Awaiting Parts
Duration: 12.5 business days (threshold: 3.0 business days)
Exceeded by 9.5 business days
Production
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Logistics
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 5.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business days
Assigned
Duration: 4.5 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Completed
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days
Ready to Bill
Duration: 24.4 business days (threshold: 1.0 business days)
Exceeded by 23.4 business days

🔗 Related Artifacts

📞
Case 00524311
Closed
📦
Parts Order 00081182
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Robert Rivera
Scheduled
Oct 22, 11:00 AM
Created
Sep 3, 3:27 PM
Invoice #
SM-248049

Work Details (5)

Name Type Status Qty Amount Date
WL-02980878 Labor Open 2.5 $0.00 Oct 22, 9:59 PM
WL-02980879 Labor Open 2 $213.50 Oct 22, 9:59 PM
WL-02980880 Labor Open 3 $0.00 Oct 22, 9:59 PM
WL-02980881 Travel Open 145 $0.00 Oct 22, 9:59 PM
WL-02980882 Travel Open 151 $0.00 Oct 22, 9:59 PM

Details