Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01307707 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Lakeside at Waterman Village Retirement Community — 301 Lake Margaret Cir, Mount Dora FL, 32757

Oct 3, 2025 → Oct 17, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 9, 2025
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Oct 17, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 3 → Oct 3, 2025
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 3 → Oct 6, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Accepted
Oct 6 → Oct 6, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
6d
▶ Clock Running
Status: Scheduled
Oct 6 → Oct 15, 2025
6 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Entered
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 15 → Oct 15, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 7 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 15 → Oct 17, 2025
2 business days (counted)
Running total: 9 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 9 of 4 biz days used
Created: Oct 3, 2025 Tech Off Site: Oct 17, 2025
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Oct 3 → Oct 3 Created ▶ Running 0 0 / 4
Oct 3 → Oct 3 L2 Screening ▶ Running 0 0 / 4
Oct 3 → Oct 3 Awaiting Parts ⏸ Paused 0 —
Oct 3 → Oct 6 Ready for Scheduling ▶ Running 1 1 / 4
Oct 6 → Oct 6 Assigned ▶ Running 0 1 / 4
Oct 6 → Oct 6 Accepted ▶ Running 0 1 / 4
Oct 6 → Oct 15 Scheduled ▶ Running 6 7 / 4
Oct 15 → Oct 15 L2 Screening ▶ Running 0 7 / 4
Oct 15 → Oct 15 Entered ▶ Running 0 7 / 4
Oct 15 → Oct 15 L2 Screening ▶ Running 0 7 / 4
Oct 15 → Oct 15 Awaiting Parts ⏸ Paused 0 —
Oct 15 → Oct 15 Ready for Scheduling ▶ Running 0 7 / 4
Oct 15 → Oct 15 Assigned ▶ Running 0 7 / 4
Oct 15 → Oct 17 Scheduled ▶ Running 2 9 / 4
Oct 17 → Oct 17 Tech On Site ▶ Running 0 9 / 4
Dispatch 0.2d
Material Management 0.1d
Coordinators 11.8d
Field Work 0.3d
Billing 0.0d
✗ SLA Missed
Dispatch
0.2 days
Material Management
0.1 days
Coordinators
11.8 days
Over SLA
Field Work
0.3 days
Billing
0.0 days
Created: Oct 3, 2025 Due: Oct 18, 2025 Completed: Oct 17, 2025 (1 days early)
📅
9.7 days Total Age
⏱️
7.0d in Scheduled Longest Stage
🔄
16 transitions Status Changes
⚠️
6.4d over Total Delay
📦
4 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Generating AI analysis...
Completed with minor delays
Invoiced • 152 days old
🚨
Primary Delay 7.0 days stuck in "Scheduled"
⏱️
Total Delay 6.4 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
0.2d / 1.0d SLA
Awaiting Parts
0.1d / 3.0d SLA
Ready for Scheduling
1.8d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
9.8d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
0.5d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/17/25 NFLOYD - Confirmed with Rob - he cleared the unit as fully functional. No follow up needed.


10/17/25 lcoonrod chatter sent to see if this needs a follow up.


10-15-25 NFLOYD: Jerry provided mobile # 808-683-2363, and email wellness@watermanvillage.com for Tracy Harris. She called me and confirmed the work as scheduled.


10/15/25 RCook- Placed WO in scheduled status so parts ship out today.


10/15/25 RCook- LM with Wellness center to schedule for 10/17/25. Arrival time between 8-10AM. 


10/15/25 RCook- LM with Trisha Harris to schedule. 


10/15/25 RCook- Returning WO to dispatch to clear tech and go back through parts process. WM tech no showed and EMSAR technician Rob Lewis will be taking this WO.


10/15/2025 JFoley - escalated to WM team for assistance in reaching tech for update on this assignment.

10/14/2025 JFoley - LM for Tracy/site (352) 383-0051 ext 304 to confirm she was aware of scheduled date change from WM tech of today 10/14.

10/14/2025 JFoley - Messaged and left VM for WO tech for update to ensure this is completed today by the deadline.

10/13/2025 JFoley - Non retail site and advised WM tech could come 10/14 Tuesday.

10/10/2025 JFoley - WM tech was in car accident and will complete 10/13 after getting another car

10/06/2025 LHill-sent chatter to @[Jessica Foley]​ I sent this WO to WM.


10/6/25 RCook- Spoke with MFranks on teams call and he stated this WO can go to WM. JAnderson is on PTO this week and RLewis will be traveling.

🔧 Work Performed
Installed the BP kit.
🔍 Technician Findings
Kiosk was functioning normally.
⚠️ Problem Description
Tech will be shipped replacement BP Kit Tech will replace ALL PARTS SHIPPED and restore functionality. Reboot PC after replacement. Tech will take a user BP test and verify the BP is working as expected to verify functionality of the newly installed part **IMPORTANT** This is a Non Retail location and a scheduled appointment must be made in advance to ensure the machine will be made available prior to tech arrival on site. If a work market technician has to be used SDL must obtain approval from Higi prior to scheduling work. If the technician is unable to make contact on the first attempt, email EMSAR at higisupport@emsar.com so HIGI can be notified to provide us with an alternate contact name and number. Any calls made MUST be logged on the work order under Activity History with who you spoke to and date/time of call ***Location does not have key. Please order key and give to pharmacy after service is complete*** Use this password to access the kiosk:  WFE72CFW 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 Station Hardwired

Timeline

📋
▶
2 Work Order Created Oct 3, 2:37 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Oct 3, 2:47 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 7m
📅
Status: Ready for Scheduling by Robert Cox Oct 3, 3:15 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 28m
⏳ 2.0 business days
👷
▶
2 Status: Assigned Oct 6, 10:56 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Laura Hill
Technician: Work Market
📋
▶
2 Status: Accepted Oct 6, 11:52 AM
Status: Accepted → Dispatch Scheduled
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2025-10-09T12:00:00.000+0000
📦
▶
2 Parts Requested Oct 6, 2:06 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
📅
Dispatch Scheduled by Jessica Foley Oct 10, 12:12 PM
Scheduled For: 2025-10-13T12:00:00.000+0000
⏳ 1.0 business days
📅
Dispatch Scheduled by Jessica Foley Oct 13, 3:01 PM
Scheduled For: 2025-10-14T12:00:00.000+0000
⏳ 2.0 business days
👷
▶
3 Technician Assigned Oct 15, 9:36 AM
Technician Assigned → Dispatch Scheduled → Status: L2 Screening
📅
Dispatch Scheduled by Nicole Floyd
Scheduled For: 2025-10-17T12:00:00.000+0000
🔍
Status: L2 Screening by Nicole Floyd
From: Scheduled
To: L2 Screening
Duration in Previous: 8d 21h
🆕
Status: Entered by Rhea Berry Oct 15, 9:46 AM
From: L2 Screening, Entered
To: Entered, L2 Screening
Duration in Previous: 7m, 0m
📦
▶
2 Parts Requested Oct 15, 11:07 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 20m
📅
Status: Ready for Scheduling by Robert Cox Oct 15, 11:21 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 14m
👷
▶
2 Technician Assigned Oct 15, 1:04 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 42m
📅
▶
2 Dispatch Scheduled Oct 15, 1:13 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Rhea Berry
From: Assigned
To: Scheduled
Duration in Previous: 9m
📦
▶
2 Parts Requested Oct 15, 1:56 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 0, 1
⏳ 3.0 business days
🔧
Status: Tech On Site by Robert Lewis Oct 17, 11:21 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 22h
⏱️
6x Labor Added Oct 17, 11:48 AM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1, 2, 27, 32
🚗
Status: Tech Off Site by Robert Lewis Oct 17, 1:19 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 57m
✔️
Status: Completed by Mark Franks Oct 17, 1:41 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 22m, 0m
📄
Status: Ready to Bill by Hannah Shaw Oct 17, 5:34 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3h 52m
📨
Status: Invoice Pending by Hannah Shaw Oct 17, 5:57 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 22m, 0m
🚨 37.8 business days
🧾
Invoice Created Dec 12, 3:00 PM
Invoice Number: SM-244110

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.7 business hours
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.8 business hours

🔗 Related Artifacts

📦
Parts Order 00082908
Closed
📦
Parts Order 00083008
Closed
📦
Parts Order 00083596
Closed
📦
Parts Order 00083621
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Robert Lewis
Scheduled
Oct 17, 9:00 AM
Created
Oct 3, 2:37 PM
Invoice #
SM-244110

Work Details (12)

Name Type Status Qty Amount Date
WL-02960938 Parts Open 1 $0.00 Oct 6, 2:06 PM
WL-02960939 Parts Open 1 $0.00 Oct 6, 2:06 PM
WL-02960940 Expenses Open 1 $0.00 Oct 6, 2:06 PM
WL-02971560 Parts Open 0 $0.00 Oct 15, 1:56 PM
WL-02971561 Parts Open 0 $0.00 Oct 15, 1:56 PM
WL-02971562 Expenses Open 1 $0.00 Oct 15, 1:56 PM
WL-02974340 Labor Open 1 $0.00 Oct 17, 11:48 AM
WL-02974341 Labor Open 2 $0.00 Oct 17, 11:48 AM
WL-02974342 Labor Open 1 $0.00 Oct 17, 11:48 AM
WL-02974343 Travel Open 27 $0.00 Oct 17, 11:48 AM
WL-02974344 Travel Open 32 $0.00 Oct 17, 11:48 AM
WL-02974345 Expenses Open 1 $0.00 Oct 17, 11:48 AM

Details