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WO-01304226 ↗ ServiceMax

HIGI LLC • Removal • PC

📍 The Ventian Expo/The Ventian Las Vegas- SHOW HLTH — 3355 S Las Vegas Blvd, Las Vegas NV, 89109

Sep 12, 2025 → Nov 4, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 22, 2025
✗ SLA Missed (9 biz days late)
Active: 36 biz days
🕐 Clock stopped: Completed (Nov 4, 2025)
▶ Clock Running
Status: Created
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Logistics
Sep 12 → Sep 15, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: On Hold
Sep 15 → Sep 17, 2025
2 business days (counted)
Running total: 3 of ? biz days used
28d
▶ Clock Running
Status: Logistics
Sep 17 → Oct 28, 2025
28 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 28 → Oct 29, 2025
1 business day (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 29 → Oct 31, 2025
2 business days (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 31 → Nov 4, 2025
2 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 36 of ? biz days used
Created: Sep 12, 2025 Completed: Nov 4, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Sep 12 → Sep 12 Created ▶ Running 0 0
Sep 12 → Sep 15 Logistics ▶ Running 1 1
Sep 15 → Sep 17 On Hold ▶ Running 2 3
Sep 17 → Oct 28 Logistics ▶ Running 28 31
Oct 28 → Oct 29 Ready for Scheduling ▶ Running 1 32
Oct 29 → Oct 31 Assigned ▶ Running 2 34
Oct 31 → Nov 4 Scheduled ▶ Running 2 36
Nov 4 → Nov 4 Tech On Site ▶ Running 0 36
Dispatch 29.8d
Holding 3.0d (excluded)
Coordinators 7.3d
Field Work 0.0d
Billing 0.1d
✗ SLA Missed
Dispatch
29.8 days
Over SLA
Holding (excluded from total)
3.0 days
Coordinators
7.3 days
Over SLA
Field Work
0.0 days
Billing
0.1 days
Created: Sep 12, 2025 Due: Oct 22, 2025 Completed: Nov 4, 2025 (12 days late)
📅
36.4 days Total Age
⏱️
28.4d in Logistics Longest Stage
🔄
12 transitions Status Changes
⚠️
32.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526942
CF-79874
Closed
Deinstall: Wednesday, October 22, noon…..... the tech will need to bring back the pallet and materials to pack it, as well if possible banding materials to secure the unit to the pallet enough to get the kiosk back to the terminal in order to get the kiosk picked up.
Priority
High
Origin
Client Form
Reason
New Case
Contact
Ariana Bennett (Higi) cell
Owner
Leona Coonrod
Created
Sep 12, 2025
Work Orders from this Case (1)
WO-01304226 (current) Invoiced
Removal • Omar Serrano
Created: Sep 12, 2025 • Closed: Nov 4, 2025
Completed with significant delays
Invoiced • 173 days old
🚨
Primary Delay 28.4 days stuck in "Logistics"
⏱️
Total Delay 32.5 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
Logistics
29.8d / 1.0d SLA
On Hold
3.0d
Ready for Scheduling
1.3d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11.5.25 hshaw - missing FSR form

10/30/2025 LHill-looked at chatter feed. Tech is working on getting things moved over to this WO..


10/29/25 RCook- Chattered: @Omar Serrano​ Can you please move your time over for the removal to this WO and close this WO? Thank you! @Nicholas Willick​ @Nicole Floyd​ @Michael Burris​ 

🔧 Work Performed
10/22 Arrived at dock and had expo team remove pallet from truck and take into expo hall. Powered down unit and deinstalled unit ensuring to pack unit and with no plastic ties used ratchet straps which were purchased to secure unit to pallet. completed deinstall and customer ensured unit ready for shipping.
🔍 Technician Findings
unit ready for deinstall
⚠️ Problem Description
Deinstall: Wednesday, October 22, noon…..... the tech will need to bring back the pallet and materials to pack it, as well if possible banding materials to secure the unit to the pallet enough to get the kiosk back to the terminal in order to get the kiosk picked up.
📄 Description
Higi Alternate Configuration Station Hardwired

Timeline

📞
▶
2 Case Linked Sep 12, 4:50 PM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01304226
Type: Removal
Priority: PC
🚚
Status: Logistics by Leona Coonrod Sep 12, 4:56 PM
From: Entered
To: Logistics
Duration in Previous: 3m
⏳ 1.9 business days
⏸️
Status: On Hold by Leona Coonrod Sep 15, 9:02 AM
From: Logistics
To: On Hold
Duration in Previous: 2d 16h
⏳ 3.0 business days
🚚
Status: Logistics by Leona Coonrod Sep 17, 4:50 PM
From: On Hold
To: Logistics
Duration in Previous: 2d 7h
🚨 28.9 business days
📅
Status: Ready for Scheduling by Nicole Floyd Oct 28, 5:48 PM
From: Logistics
To: Ready for Scheduling
Duration in Previous: 41d 0h
👷
▶
2 Status: Assigned Oct 29, 9:22 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Rhea Berry
Technician: Omar Serrano
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Oct 31, 9:49 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Omar Serrano
From: Assigned
To: Scheduled
Duration in Previous: 2d 0h
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Nov 4, 9:18 AM
Dispatch Scheduled → Status: Tech On Site
🔧
Status: Tech On Site by Omar Serrano
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 0h
⏱️
▶
3 10x Labor Added Nov 4, 9:35 AM
10x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Omar Serrano
From: Tech On Site
To: Completed
Duration in Previous: 17m
🏁
Status: Closed by Omar Serrano
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 5, 10:24 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
📨
▶
2 Status: Invoice Pending Nov 5, 11:32 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 2.0 business days
🧾
Invoice Created Nov 6, 2:12 PM
Invoice Number: SM-245640

Bottlenecks

Logistics
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Logistics
Duration: 28.4 business days (threshold: 1.0 business days)
Exceeded by 27.4 business days
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00526942
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Removal
Branch
N/A
Technician
Omar Serrano
Scheduled
Nov 4, 9:30 AM
Created
Sep 12, 4:52 PM
Invoice #
SM-245640

Work Details (10)

Name Type Status Qty Amount Date
WL-02995372 Labor Open 1 $0.00 Nov 4, 9:35 AM
WL-02995373 Labor Open 3 $0.00 Nov 4, 9:35 AM
WL-02995374 Labor Open 5 $0.00 Nov 4, 9:35 AM
WL-02995375 Expenses Open 1 $0.00 Nov 4, 9:35 AM
WL-02995376 Expenses Open 1 $0.00 Nov 4, 9:35 AM
WL-02995377 Expenses Open 1 $0.00 Nov 4, 9:35 AM
WL-02995378 Expenses Open 1 $0.00 Nov 4, 9:35 AM
WL-02995379 Expenses Open 1 $0.00 Nov 4, 9:35 AM
WL-02995380 Expenses Open 1 $0.00 Nov 4, 9:35 AM
WL-02995381 Expenses Open 1 $0.00 Nov 4, 9:35 AM

Details