Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308066 ↗ ServiceMax

HIGI LLC • Installation • P2

📍 Ohio State University Wexner Medical Center — 1600 E Long St, Main Floor, Columbus OH, 43203

Oct 7, 2025 → Oct 15, 2025

✅ Completed
P2
SLA Clock
2 business days from creation · Target: Oct 9, 2025
✗ SLA Missed (1 biz days late)
Active: 3 biz days
Paused: 1 biz days
Budget: 2 biz days
🕐 Clock stopped: Completed (Oct 14, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 0 of 2 biz days used
▶ Clock Running
Status: L2 Screening
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 0 of 2 biz days used
▶ Clock Running
Status: On Hold
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 0 of 2 biz days used
▶ Clock Running
Status: L2 Screening
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 0 of 2 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Oct 7 → Oct 8, 2025
1 business day (not counted)
2d
▶ Clock Running
Status: Production
Oct 8 → Oct 10, 2025
2 business days (counted)
Running total: 2 of 2 biz days used
0d
▶ Clock Running
Status: Logistics
Oct 10 → Oct 13, 2025
0 business days (counted)
Running total: 2 of 2 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 2 of 2 biz days used
▶ Clock Running
Status: Assigned
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 2 of 2 biz days used
1d
▶ Clock Running
Status: Scheduled
Oct 13 → Oct 14, 2025
1 business day (counted)
Running total: 3 of 2 biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 3 of 2 biz days used
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 3 of 2 biz days used
Created: Oct 7, 2025 Completed: Oct 14, 2025
Business Days Used 3 / 2
0 2d budget +1d over
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Oct 7 → Oct 7 Created ▶ Running 0 0 / 2
Oct 7 → Oct 7 L2 Screening ▶ Running 0 0 / 2
Oct 7 → Oct 7 On Hold ▶ Running 0 0 / 2
Oct 7 → Oct 7 L2 Screening ▶ Running 0 0 / 2
Oct 7 → Oct 8 Awaiting Parts ⏸ Paused 1 —
Oct 8 → Oct 10 Production ▶ Running 2 2 / 2
Oct 10 → Oct 13 Logistics ▶ Running 0 2 / 2
Oct 13 → Oct 13 Ready for Scheduling ▶ Running 0 2 / 2
Oct 13 → Oct 13 Assigned ▶ Running 0 2 / 2
Oct 13 → Oct 14 Scheduled ▶ Running 1 3 / 2
Oct 14 → Oct 14 Tech On Site ▶ Running 0 3 / 2
Oct 14 → Oct 14 Scheduled ▶ Running 0 3 / 2
Dispatch 4.2d
Material Management 1.8d
Holding 0.1d (excluded)
Coordinators 1.6d
Field Work 1.7d
Billing 70.6d
✗ SLA Missed
Dispatch
4.2 days
Over SLA
Material Management
1.8 days
Holding (excluded from total)
0.1 days
Coordinators
1.6 days
Field Work
1.7 days
Over SLA
Billing
70.6 days
Over SLA
Created: Oct 7, 2025 Due: Oct 14, 2025 Completed: Oct 15, 2025 (on time)
📅
6.0 days Total Age
⏱️
62.5d in Billing Review Longest Stage
🔄
16 transitions Status Changes
⚠️
68.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00533502
CF-80345 We have an URGENT order for a new Alt Config kiosk. This NEEDS to deliver MON 10/13, and we are looking for Emsar to do the delivery to Ohio State University CF-80345
Closed
How will higi connect to the internet: TBD Ship Date: Delivery Date: 10/13/25 Installation Date: 10/14/25 Additional Info or special requirements This is an URGENT request, please pull a new unit and start prep will have the rest of the information today 10/7. CONNECTIVITY requires an answer BUT it is UNKNOWN at the moment. Would prefer Emsar to schedule shipping and inside install. 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.   Alt configuration link https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Alt%20Config/WI-ST-354%20Higi%20Alt%20Config%20Chassis%20Installation%20Process%20001%2010-02-2023.pdf WI-ST-354 Higi Alt Config Chassis Installation Process 001 10-02-2023.pdf
Priority
High
Origin
Client Form
Reason
New Case
Contact
Page Proctor
Owner
Leona Coonrod
Created
Oct 7, 2025
Work Orders from this Case (1)
WO-01308066 (current) Invoiced
Installation • Franco Jackson
Created: Oct 7, 2025 • Closed: Oct 15, 2025
Completed with significant delays
Invoiced • 148 days old
🚨
Primary Delay 62.5 days stuck in "Billing Review"
⏱️
Total Delay 68.5 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
L2 Screening
0.2d / 1.0d SLA
On Hold
0.1d
Awaiting Parts
1.8d / 3.0d SLA
Production
3.0d / 2.0d SLA
Logistics
1.0d / 1.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
1.6d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
0.5d / 1.0d SLA
Billing Review
62.5d / 2.0d SLA
Ready to Bill
8.0d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10.15.25 Hshaw - missing 7 quality pictures, chat Quality Team

10/13/2025 CRamen Spoke with Tiffany who stated Higi was delivered today and is at the area needing to be installed and scheduled for Tuesday 10/14/2025 with tech arrival at 9am when they open. Neil is the contact 614-292-9671.


10/10/25 NFloyd - New from Page regarding Installation:

Tech needs to call contact Tiffany Reeves 614-292-9671 to schedule their appointment for install

Installation Date: TUES 10/14

Location will have people on-site (IT and others) 

Tech NEEDS to coordinate timeframe needed with contact Tiffany Reeves

NOTE: Tech will need a wireless keyboard and be prepared to switch connectivity if needed. Currently set-up as hardwired DHCP.


10/8/25 NFloyd - Page/Higi will be coordinating pick up and delivery on this station. He is in the process of quoting and expects to send the BOL by EOB tomorrow. 


10/8/25 lcoonrod

list Page Proctor 714-403-2181 as the ‘contact’, and main floor as the ‘Location the unit should be installed at’


Ready Date 10/8/2025 BA


10-07-25 (12:13pm CST) NFloyd - Per email from Brian Nerzig: We are authorized to proceed with the build as Hardwired DHCP (AC-ZT2776-HW).

Wi-Fi and Cellular modem kits to be included in shipment.

Final connectivity to be confirmed once Higi provides carrier details.


10-07-25 (11:46am CST) NFloyd- Per call with Higi (Page):

If no further info by 2 PM ET, EMSAR is authorized to proceed with build as Hardwired DHCP (AC-ZT2776-HW).

Wi-Fi and Cellular modem kits to be included in shipment.

Final connectivity to be confirmed once Higi provides carrier details.


10-07-25 NFloyd - This is an URGENT request for a new Alt Config kiosk - This NEEDS to deliver MON 10/13 to Ohio State University

This kiosk will just need regular panels and nothing out of the norm.

please pull a new unit and start prep IMMEDIATELY


Page will provide the rest of the information today 10/7.

 

CONNECTIVITY requires an answer BUT it is UNKNOWN at the moment.

 

🔧 Work Performed
14oct2025 fjackson performed install. Verified all functions and captured photos. Check out with level 2. Demonstrated to customer
🔍 Technician Findings
Install
⚠️ Problem Description
Special Instructions: This is an URGENT request, please pull a new unit and start prep will have the rest of the information today 10/7. CONNECTIVITY requires an answer BUT it is UNKNOWN at the moment. Shipping Hardwired DHCP configuration (AC-ZT2776-HW) and will include both the Wi-Fi router kit and cellular modem kit in the shipment so it can be converted later if needed Page / Higi will schedule shipping and inside install. List Page Proctor 714-403-2181 as the ‘contact’, and main floor as the ‘Location the unit should be installed at’ Would prefer Emsar to schedule shipping and inside install. Urgent install per Higi CF-80345 – Alt Config kiosk delivery required by 10/13. - PLEASE EXPEDITE - Priority fee applies How will higi connect to the internet: TBD Ship Date: 10/10/25 Delivery Date: 10/13/25 Installation Date: 10/14/25 Additional Info or special requirements 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. Alt configuration link https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Alt%20Config/WI-ST-354%20Higi%20Alt%20Config%20Chassis%20Installation%20Process%20001%2010-02-2023.pdf WI-ST-354 Higi Alt Config Chassis Installation Process 001 10-02-2023.pdf
📄 Description
Higi Alternate Configuration Station Hardwired

Timeline

📞
Case Linked Oct 7, 10:48 AM
Case Number: 00533502
Subject: CF-80345 We have an URGENT order for a new Alt Config kiosk. This NEEDS to deliver MON 10/13, and we are looking for Emsar to do the delivery to Ohio State University CF-80345
Status: Closed
📋
Work Order Created Oct 7, 11:19 AM
Work Order: WO-01308066
Type: Installation
Priority: P2
🔍
Status: L2 Screening by Leona Coonrod Oct 7, 11:40 AM
From: Entered
To: L2 Screening
Duration in Previous: 21m
⏸️
Status: On Hold by Nicole Floyd Oct 7, 12:50 PM
From: L2 Screening
To: On Hold
Duration in Previous: 1h 10m
🔍
Status: L2 Screening by Nicole Floyd Oct 7, 1:15 PM
From: On Hold
To: L2 Screening
Duration in Previous: 25m
📦
▶
2 Parts Requested Oct 7, 1:31 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 15m
🏭
Status: Production by Bryan Allphin Oct 8, 11:53 AM
From: Awaiting Parts
To: Production
Duration in Previous: 22h 21m
⏳ 3.0 business days
🚚
Status: Logistics by Bryan Allphin Oct 10, 11:04 AM
From: Production
To: Logistics
Duration in Previous: 1d 23h
⏳ 1.0 business days
📅
Status: Ready for Scheduling by Brendan Chaney Oct 13, 9:05 AM
From: Logistics
To: Ready for Scheduling
Duration in Previous: 2d 22h
👷
▶
3 Technician Assigned Oct 13, 2:34 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 5h 29m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-10-14T04:00:00.000+0000
🔧
Status: Tech On Site by Robert Jackson Oct 14, 10:12 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19h 37m
🗓️
▶
2 Status: Scheduled Oct 14, 3:21 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-10-14T13:00:00.000+0000
⏱️
▶
2 3x Labor Added Oct 14, 7:54 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Robert Jackson
From: Scheduled
To: Completed
Duration in Previous: 4h 34m
🏁
Status: Closed by Robert Jackson Oct 15, 12:14 PM
From: Completed
To: Closed
Duration in Previous: 16h 19m
💵
Status: Billing Review by Hannah Shaw Oct 15, 4:05 PM
From: Closed
To: Billing Review
Duration in Previous: 3h 50m
🚨 63.0 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 19, 12:45 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 95d 21h
⚠️ 8.0 business days
📨
Status: Invoice Pending by Hannah Shaw Jan 29, 11:18 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 9d 22h
🧾
▶
2 Invoice Created Jan 29, 11:52 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 33m

Bottlenecks

Production
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Completed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours
Billing Review
Duration: 62.5 business days (threshold: 2.0 business days)
Exceeded by 60.5 business days
Ready to Bill
Duration: 8.0 business days (threshold: 1.0 business days)
Exceeded by 7.0 business days

🔗 Related Artifacts

📞
Case 00533502
Closed
📦
Parts Order 00083094
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P2
Type
Installation
Branch
N/A
Technician
Franco Jackson
Scheduled
Oct 14, 9:00 AM
Created
Oct 7, 11:19 AM
Invoice #
SM-252505

Work Details (3)

Name Type Status Qty Amount Date
WL-02970724 Labor Open 2 $0.00 Oct 14, 7:54 PM
WL-02970725 Labor Open 1 $213.50 Oct 14, 7:54 PM
WL-02970726 Travel Open 107 $0.00 Oct 14, 7:54 PM

Details