Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01305224 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Stop&Shop 15 — 450 Paradise Road, Route 1, Swampscott MA, 01907

Sep 18, 2025 → Feb 4, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 24, 2025
✗ SLA Missed (12 biz days late)
Active: 16 biz days
Paused: 76 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 4, 2026)
SLA Target
▶ Clock Running
Status: Created
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸35d
⏸ Clock Paused
Status: Awaiting Parts
Sep 18 → Nov 7, 2025
35 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Accepted
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Nov 7 → Nov 14, 2025
4 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Entered
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
⏸9d
⏸ Clock Paused
Status: Awaiting Parts
Nov 14 → Dec 1, 2025
9 business days (not counted)
▶ Clock Running
Status: Tech On Site
Dec 1 → Dec 2, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
⏸9d
⏸ Clock Paused
Status: Awaiting Parts
Dec 2 → Dec 15, 2025
9 business days (not counted)
▶ Clock Running
Status: Completed
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
⏸23d
⏸ Clock Paused
Status: Awaiting Parts
Dec 15 → Jan 20, 2026
23 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 20 → Jan 27, 2026
5 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Entered
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 10 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 27 → Feb 4, 2026
6 business days (counted)
Running total: 16 of 4 biz days used
Created: Sep 18, 2025 Completed: Feb 4, 2026
Business Days Used 16 / 4
0 4d budget +12d over
Show SLA Clock Detail (19 periods)
Period Status Clock Biz Days Running Total
Sep 18 → Sep 18 Created ▶ Running 0 0 / 4
Sep 18 → Sep 18 L2 Screening ▶ Running 0 0 / 4
Sep 18 → Nov 7 Awaiting Parts ⏸ Paused 35 —
Nov 7 → Nov 7 Ready for Scheduling ▶ Running 0 0 / 4
Nov 7 → Nov 7 Assigned ▶ Running 0 0 / 4
Nov 7 → Nov 7 Accepted ▶ Running 0 0 / 4
Nov 7 → Nov 14 Scheduled ▶ Running 4 4 / 4
Nov 14 → Nov 14 Entered ▶ Running 0 4 / 4
Nov 14 → Nov 14 L2 Screening ▶ Running 0 4 / 4
Nov 14 → Dec 1 Awaiting Parts ⏸ Paused 9 —
Dec 1 → Dec 2 Tech On Site ▶ Running 1 5 / 4
Dec 2 → Dec 15 Awaiting Parts ⏸ Paused 9 —
Dec 15 → Dec 15 Completed ▶ Running 0 5 / 4
Dec 15 → Dec 15 Assigned ▶ Running 0 5 / 4
Dec 15 → Jan 20 Awaiting Parts ⏸ Paused 23 —
Jan 20 → Jan 27 Ready for Scheduling ▶ Running 5 10 / 4
Jan 27 → Jan 27 Entered ▶ Running 0 10 / 4
Jan 27 → Jan 27 Assigned ▶ Running 0 10 / 4
Jan 27 → Feb 4 Scheduled ▶ Running 6 16 / 4
Dispatch 0.1d
Material Management 78.6d
Coordinators 17.6d
Field Work 2.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
78.6 days
Over SLA
Coordinators
17.6 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
0.0 days
Created: Sep 18, 2025 Due: Sep 24, 2025 Completed: Feb 4, 2026 (132 days late)
📅
92.6 days Total Age
⏱️
35.5d in Awaiting Parts Longest Stage
🔄
18 transitions Status Changes
⚠️
80.4d over Total Delay
📦
4 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Generating AI analysis...
Completed with significant delays
Invoiced • 167 days old
🚨
Primary Delay 35.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 80.4 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
0.1d / 1.0d SLA
Awaiting Parts
78.6d / 3.0d SLA
Ready for Scheduling
6.0d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Accepted
0.0d
Scheduled
11.3d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/26/2026 JFoley - previous wm tech assigned unresponsive, working to reassign to another wm tech.

01/23/2026 JFoley - left vm for wm tech to confirm he is still able to complete assignment. part is ready for shipment.

11/14/2025 JFoley - new parts order needed to ship to correct address. 

11/7/2025 SWeaver- @Shelby Robinson​ @Kourtney Smith​ 

PO is marked ready to ship with an incomplete address. Please advise.

11/07/2025 SRobinson- WM tech to provide good address for parts to be shipped to. Inaccurate address under his account.

11/7 KSmith -- No local FSE. Luis is in Western NY assisting installation team next week. Shawn approved sending to WM

871-0001-02R OUT OF STOCK JJ 9/18/2025

🔧 Work Performed
**R&R top monitor assembly. **Unit was very dusty on the inside and outside so I lightly dusted and wiped down unit with disinfectant spray. **Unit rebooted about 5x on its own before I was able to function & cycle test unit to confirm no other issues.
🔍 Technician Findings
Unit top monitor OOS
⚠️ Problem Description
Tech will be shipped replacement advertisement monitor. Tech will replace and restore functionality. Resolution settings 1440×900 / 60HZ top 800×600 / 60HZ bottom Use this password to access the kiosk: QMACG9!2 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
Merge KMY Kiosk

Timeline

📋
▶
2 Work Order Created Sep 18, 3:06 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Sep 18, 3:40 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 32m
🚨 36.0 business days
📅
Status: Ready for Scheduling by Robert Cox Nov 7, 10:30 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 49d 19h
👷
▶
2 Technician Assigned Nov 7, 10:45 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15m
📋
▶
3 Status: Accepted Nov 7, 12:32 PM
Status: Accepted → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Shelby Robinson
Scheduled For: 2025-11-14T13:00:00.000+0000
🗓️
Status: Scheduled by Shelby Robinson
From: Accepted
To: Scheduled
Duration in Previous: 1m
⏳ 2.0 business days
🔩
4x Parts Added Nov 11, 1:57 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🆕
Status: Entered by Jessica Foley Nov 14, 3:35 PM
From: Scheduled, Entered
To: Entered, L2 Screening
Duration in Previous: 7d 3h, 0m
📦
▶
2 Parts Requested Nov 14, 3:41 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 5m
⏳ 2.0 business days
📦
Parts Requested Nov 17, 1:30 PM
Order: 00085420
Status: Closed
⚠️ 8.0 business days
🔧
Status: Tech On Site by Workmarket Integration Nov 30, 11:53 PM
From: Awaiting Parts
To: Tech On Site
Duration in Previous: 16d 8h
⏳ 2.0 business days
📦
Status: Awaiting Parts by Jessica Foley Dec 2, 10:30 AM
From: Tech On Site
To: Awaiting Parts
Duration in Previous: 1d 10h
🚨 10.0 business days
✔️
Status: Completed by Shelby Robinson Dec 15, 9:34 AM
From: Awaiting Parts
To: Completed
Duration in Previous: 12d 23h
👷
▶
2 Status: Assigned Dec 15, 9:41 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Shelby Robinson
Technician: Work Market
🚨 24.0 business days
📅
Status: Ready for Scheduling by Robert Cox Jan 20, 10:52 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 36d 1h
⚠️ 6.0 business days
🆕
▶
3 Status: Entered Jan 27, 3:00 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-04T15:00:00.000+0000
📦
▶
2 Parts Requested Jan 27, 4:11 PM
Parts Requested → 4x Parts Added
🔩
4x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
📅
Dispatch Scheduled by Kourtney Smith Jan 29, 3:53 PM
Scheduled For: 2026-02-04T15:30:00.000+0000
⚠️ 5.0 business days
⏱️
3x Labor Added Feb 4, 2:29 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 140, 3.75
✔️
▶
2 Status: Completed Feb 4, 2:38 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Luis Torres
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Hannah Shaw Feb 5, 2:15 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 34m
📨
Status: Invoice Pending by Hannah Shaw Feb 5, 2:21 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 6m, 0m
⚠️ 9.0 business days
🧾
Invoice Created Feb 18, 11:16 PM
Invoice Number: SM-253089

Bottlenecks

Awaiting Parts
Duration: 35.5 business days (threshold: 3.0 business days)
Exceeded by 32.5 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Awaiting Parts
Duration: 9.0 business days (threshold: 3.0 business days)
Exceeded by 6.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Awaiting Parts
Duration: 10.0 business days (threshold: 3.0 business days)
Exceeded by 7.0 business days
Awaiting Parts
Duration: 24.0 business days (threshold: 3.0 business days)
Exceeded by 21.0 business days
Ready for Scheduling
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 6.5 business days (threshold: 2.0 business days)
Exceeded by 4.5 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours

🔗 Related Artifacts

📦
Parts Order 00082003
Closed
📦
Parts Order 00085338
Closed
📦
Parts Order 00085420
Closed
📦
Parts Order 00089135
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Luis Torres
Scheduled
Feb 4, 10:30 AM
Created
Sep 18, 3:06 PM
Invoice #
SM-253089

Work Details (11)

Name Type Status Qty Amount Date
WL-03003393 Parts Open 1 $0.00 Nov 11, 1:57 PM
WL-03003394 Parts Open 1 $0.00 Nov 11, 1:57 PM
WL-03003395 Parts Open 1 $0.00 Nov 11, 1:57 PM
WL-03003396 Expenses Open 1 $0.00 Nov 11, 1:57 PM
WL-03080340 Parts Open 1 $0.00 Jan 27, 4:11 PM
WL-03080341 Parts Open 1 $0.00 Jan 27, 4:11 PM
WL-03080342 Parts Open 1 $0.00 Jan 27, 4:11 PM
WL-03080343 Expenses Open 1 $0.00 Jan 27, 4:11 PM
WL-03091415 Labor Open 0.75 $0.00 Feb 4, 2:29 PM
WL-03091416 Travel Open 140 $0.00 Feb 4, 2:29 PM
WL-03091417 Labor Open 3.75 $0.00 Feb 4, 2:29 PM

Details