Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01301963 ↗ ServiceMax

HIGI LLC • Installation • PC

📍 Publix 2109 — 1515 Tallahassee Hwy, Bainbridge GA, 39819

Sep 5, 2025 → Oct 29, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 22, 2025
✗ SLA Missed
Active: 13 biz days
Paused: 23 biz days
🕐 Clock stopped: Completed (Oct 28, 2025)
▶ Clock Running
Status: Created
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸23d
⏸ Clock Paused
Status: Awaiting Parts
Sep 5 → Oct 8, 2025
23 business days (not counted)
4d
▶ Clock Running
Status: Production
Oct 8 → Oct 15, 2025
4 business days (counted)
Running total: 4 of ? biz days used
7d
▶ Clock Running
Status: Logistics
Oct 15 → Oct 24, 2025
7 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 24 → Oct 28, 2025
2 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 13 of ? biz days used
Created: Sep 5, 2025 Completed: Oct 28, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Sep 5 → Sep 5 Created ▶ Running 0 0
Sep 5 → Sep 5 L2 Screening ▶ Running 0 0
Sep 5 → Oct 8 Awaiting Parts ⏸ Paused 23 —
Oct 8 → Oct 15 Production ▶ Running 4 4
Oct 15 → Oct 24 Logistics ▶ Running 7 11
Oct 24 → Oct 24 Ready for Scheduling ▶ Running 0 11
Oct 24 → Oct 24 Assigned ▶ Running 0 11
Oct 24 → Oct 28 Scheduled ▶ Running 2 13
Oct 28 → Oct 28 Tech On Site ▶ Running 0 13
Dispatch 12.1d
Material Management 24.0d
Coordinators 4.2d
Field Work 2.0d
Billing 23.5d
✗ SLA Missed
Dispatch
12.1 days
Over SLA
Material Management
24.0 days
Over SLA
Coordinators
4.2 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
23.5 days
Over SLA
Created: Sep 5, 2025 Due: Oct 22, 2025 Completed: Oct 29, 2025 (6 days late)
📅
38.0 days Total Age
⏱️
24.0d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
52.4d 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 #00524812
CF-79746
Closed
How will higi connect to the internet: Wifi Ship Date: Delivery Date: 10/21/2025 Installation Date: 10/22/2025 Additional Info or special requirements: Ame Frease (off-site) cell 706-767-1135 Use a 2014 refurbished unit. Delivery is standard retail Dock to Dock. Grand Opening 10/29/25 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 5, 2025
Work Orders from this Case (1)
WO-01301963 (current) Invoiced
Installation • Craig Walker
Created: Sep 5, 2025 • Closed: Oct 29, 2025
Completed with significant delays
Invoiced • 180 days old
🚨
Primary Delay 24.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 52.4 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
24.0d / 3.0d SLA
Production
5.0d / 2.0d SLA
Logistics
7.1d / 1.0d SLA
Ready for Scheduling
1.0d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
1.9d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
6.5d / 2.0d SLA
Ready to Bill
17.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/05/25 NFloyd - JMurray added photos on 11/4


10.29.25 hshaw - chat JMurray to upload 7 quality picture & BOL

10/28/2025 CRW - uploaded document.


10/24/25 AJinerson - Called 2nd number for pharmacy to schedule - (229) 442-6101. 

Spoke with Ashley w/ the pharmacy who said Ame is off today but Ashley is able to schedule.

Confirmed scheduling tech visit for Tuesday, 10/28 with arrival between 11AM-1PM.

POC on site: Ashley (229) 442-6101

Unit location: Kiosk is inside against the front wall. Confirmed they received it onsite.

Arrival instructions: 

Front doors will be unlocked, but they are not automatic, tech will have to pull the doors open. 


10/24 NF - Page provided additional contact info for the

Contact name: Pharmacy 

Phone (229) 442-6101


10/24/25 AJinerson - Called POC Ame Frease and left VM regarding needing to confirm scheduling tech visit for install. Let her know we are looking to schedule for Tuesday, 10/28 and need to confirm. 


10/24/25 AJinerson - Teams message w/ tech SUP - Tech can't service today as it's a 7 hour round trip, schedule for 10/28 if customer confirms.


10/24/25 AJinerson - WO released into RFS past SLA. Released on evening of 10/24 but due 10/22. Checking w/ tech/SUP to see if we can cover today.


Ready Date 10/16/2025 BA

🔧 Work Performed
Installed kiosk. Verified calibration of Touchscreen, BP and scale.
🔍 Technician Findings
Kiosk unpacked. Ready for installation and activation
⚠️ Problem Description
Special Instructions: Ame Frease (off-site) cell 706-767-1135 Use a 2014 refurbished unit. Delivery is standard retail Dock to Dock. Grand Opening 10/29/25 Refer to HWI-0022 Publix Convert to WIFI process. Open Publix Network, so no password required. How will higi connect to the internet: Wifi Ship Date: Delivery Date: 10/21/2025 Installation Date: 10/22/2025 Additional Info or special requirements: Ame Frease (off-site) cell 706-767-1135 Use a 2014 refurbished unit. Delivery is standard retail Dock to Dock. Grand Opening 10/29/25 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 5, 11:11 AM
Case Linked → Work Order Created → Status: L2 Screening
📋
Work Order Created
Work Order: WO-01301963
Type: Installation
Priority: PC
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Sep 5, 11:26 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 14m
🚨 24.0 business days
🏭
Status: Production by Bryan Allphin Oct 8, 11:52 AM
From: Awaiting Parts
To: Production
Duration in Previous: 33d 0h
⚠️ 5.0 business days
🚚
Status: Logistics by Bryan Allphin Oct 15, 11:29 AM
From: Production
To: Logistics
Duration in Previous: 6d 23h
⚠️ 7.0 business days
📅
Status: Ready for Scheduling by Brendan Chaney Oct 23, 8:32 PM
From: Logistics
To: Ready for Scheduling
Duration in Previous: 8d 9h
👷
▶
2 Technician Assigned Oct 24, 10:28 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 13h 55m
📅
▶
2 Dispatch Scheduled Oct 24, 12:16 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Abby Jinerson
From: Assigned
To: Scheduled
Duration in Previous: 1h 47m
⏳ 3.0 business days
🔧
▶
2 Status: Tech On Site Oct 28, 11:37 AM
Status: Tech On Site → 2x Travel Added
🚗
2x Travel Added
Type: Travel, Labor
Status: Open
Qty: 198, 3.75
⏱️
Labor Added Oct 28, 12:29 PM
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Craig Walker Oct 28, 12:40 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 2m
🚗
Travel Added Oct 28, 4:45 PM
Type: Travel
Status: Open
Qty: 198
⏱️
Labor Added Oct 28, 5:30 PM
Type: Labor
Status: Open
Qty: 4
🏁
Status: Closed by Craig Walker Oct 29, 8:26 AM
From: Completed
To: Closed
Duration in Previous: 19h 46m
💵
Status: Billing Review by Hannah Shaw Oct 29, 4:13 PM
From: Closed
To: Billing Review
Duration in Previous: 7h 47m
⚠️ 7.0 business days
📄
Status: Ready to Bill by Nicole Floyd Nov 6, 10:42 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 7d 19h
🚨 17.0 business days
📨
Status: Invoice Pending by Hannah Shaw Dec 3, 11:09 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 27d 0h
🧾
▶
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: 24.0 business days (threshold: 3.0 business days)
Exceeded by 21.0 business days
Production
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Logistics
Duration: 7.1 business days (threshold: 1.0 business days)
Exceeded by 6.1 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 7.7 business hours
Completed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.3 business hours
Billing Review
Duration: 6.5 business days (threshold: 2.0 business days)
Exceeded by 4.5 business days
Ready to Bill
Duration: 17.0 business days (threshold: 1.0 business days)
Exceeded by 16.0 business days

🔗 Related Artifacts

📞
Case 00524812
Closed
📦
Parts Order 00081298
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Craig Walker
Scheduled
Oct 28, 11:00 AM
Created
Sep 5, 11:11 AM
Invoice #
SM-248049

Work Details (5)

Name Type Status Qty Amount Date
WL-02986408 Travel Open 198 $0.00 Oct 28, 11:39 AM
WL-02986409 Labor Open 3.75 $0.00 Oct 28, 11:39 AM
WL-02986463 Labor Open 1 $213.50 Oct 28, 12:29 PM
WL-02986867 Travel Open 198 $0.00 Oct 28, 4:45 PM
WL-02986942 Labor Open 4 $0.00 Oct 28, 5:30 PM

Details