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WO-01305367 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Sam's Club #6188 — 10901 Lakeline Mall Drive, Austin (Lakeline) TX, 78717

Sep 19, 2025 → Sep 25, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 25, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 26, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Sep 19 → Sep 22, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 25, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
1d
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 26, 2025
1 business day (counted)
Running total: 4 of 4 biz days used
Created: Sep 19, 2025 Completed: Sep 26, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 19 → Sep 19 Created ▶ Running 0 0 / 4
Sep 19 → Sep 19 L2 Screening ▶ Running 0 0 / 4
Sep 19 → Sep 22 Awaiting Parts ⏸ Paused 1 —
Sep 22 → Sep 22 Ready for Scheduling ▶ Running 0 0 / 4
Sep 22 → Sep 22 Assigned ▶ Running 0 0 / 4
Sep 22 → Sep 25 Scheduled ▶ Running 3 3 / 4
Sep 25 → Sep 26 Tech On Site ▶ Running 1 4 / 4
Dispatch 0.1d
Material Management 1.7d
Coordinators 3.6d
Field Work 1.5d
Billing 1.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
1.7 days
Coordinators
3.6 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
1.0 days
Created: Sep 19, 2025 Due: Sep 25, 2025 Completed: Sep 26, 2025 (on time)
📅
5.2 days Total Age
⏱️
3.3d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
2.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528857
11:14 (TX) she will reboot when she has time, maybe a couple hours
Closed
Please restore network connectivity and confirm full functionality. (512) 872-8464
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Sherry Reich
Created
Sep 19, 2025
Work Orders from this Case (1)
WO-01305367 (current) Invoiced
Repair • Anthony Wirth
Created: Sep 19, 2025 • Closed: Sep 25, 2025
Completed with minor delays
Invoiced • 166 days old
🚨
Primary Delay 3.3 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
1.7d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Scheduled
3.3d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Closed
2.2d / 1.0d SLA
WO Correction Needed
0.9d
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/13/25 CDempsey- reminding Anthony to return this part.

10/8/25 CDempsey- contacting tech about returning this part.

10/3/25 CDempsey- reminding Anthony to return this part.

9/29/25 CDempsey- reminding tech to return RMA parts.

9.26.25 Hshaw - missing mileage to site

🔧 Work Performed
Arrived on site, and replaced the PC and Modem of the unit. Waited for the pc to come online and tested the unit. Unit came on and functional but is still off line. Called emsar tech support and they told me to wait 10 for pc to come online and then called back. called back and the unit is still off line. Emsar tech support told me to call Higi network support, called them and they activated the modem. have to wait another 15 mins for activation. Unit is online tested the unit. Unit is go to go. Called emsar level 2 to deploy the unit.
🔍 Technician Findings
Unit screen was completely blank
⚠️ Problem Description
Tech will be sent a PC for replacement. Tech will be sent connectivity device replacement Use this password to access the kiosk: NNK63ACK 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
Higi Green Kiosk with a Verizon Cradle Point Installed and Storm Key pad

Timeline

📞
Case Linked Sep 19, 11:11 AM
Case Number: 00528857
Subject: 11:14 (TX) she will reboot when she has time, maybe a couple hours
Status: Closed
📋
Work Order Created Sep 19, 2:10 PM
Work Order: WO-01305367
Type: Repair
Priority: P4
🔍
Status: L2 Screening by Sherry Reich Sep 19, 2:23 PM
From: Entered
To: L2 Screening
Duration in Previous: 12m
📦
▶
2 Parts Requested Sep 19, 2:43 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 20m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Jacob Jones Sep 22, 2:53 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 0h
👷
▶
3 Technician Assigned Sep 22, 5:14 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2h 21m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-25T14:00:00.000+0000
📦
▶
2 Parts Requested Sep 23, 9:57 AM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
Status: Tech On Site by Anthony Wirth Sep 25, 11:08 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 17h
⏱️
2x Labor Added Sep 25, 7:25 PM
Type: Labor
Status: Open
Qty: 3, 2
✔️
Status: Completed by Anthony Wirth Sep 25, 11:36 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 12h 28m, 0m
✏️
Status: WO Correction Needed by Hannah Shaw Sep 26, 10:57 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 11h 19m
🚗
▶
2 Travel Added Sep 26, 6:13 PM
Travel Added → Status: Closed
🏁
Status: Closed by Anthony Wirth
From: WO Correction Needed
To: Closed
Duration in Previous: 7h 16m
⏳ 1.7 business days
📄
Status: Ready to Bill by Hannah Shaw Sep 29, 11:11 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 16h
📨
▶
2 Status: Invoice Pending Sep 29, 12:08 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 82.0 business days
🧾
Invoice Created Jan 29, 3:54 PM
Invoice Number: SM-242296

Bottlenecks

Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.6 business hours
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours

🔗 Related Artifacts

📞
Case 00528857
Closed
📦
Parts Order 00082075
Closed
📦
Parts Order 00082185
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Anthony Wirth
Scheduled
Sep 25, 10:00 AM
Created
Sep 19, 2:10 PM
Invoice #
SM-242296

Work Details (6)

Name Type Status Qty Amount Date
WL-02945624 Parts Open 1 $0.00 Sep 23, 9:57 AM
WL-02945625 Parts Open 1 $0.00 Sep 23, 9:57 AM
WL-02945626 Parts Open 1 $0.00 Sep 23, 9:57 AM
WL-02949832 Labor Open 3 $0.00 Sep 25, 7:25 PM
WL-02949833 Labor Open 2 $0.00 Sep 25, 7:25 PM
WL-02951350 Travel Open 120 $0.00 Sep 26, 6:13 PM

Details