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WO-01308613 ↗ ServiceMax

HIGI LLC • Connectivity • P4

📍 PUBLIX 1465 — 20951 Old Cutler Road, Cutler Bay FL, 33189

Oct 9, 2025 → Oct 15, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 16, 2025
✓ SLA Met (1 biz days early)
Active: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 15, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 9 → Oct 9, 2025
0 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 9 → Oct 10, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 10 → Oct 15, 2025
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Oct 9, 2025 Completed: Oct 15, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 9 → Oct 9 Created ▶ Running 0 0 / 4
Oct 9 → Oct 9 L2 Screening ▶ Running 0 0 / 4
Oct 9 → Oct 9 Awaiting Parts ⏸ Paused 0 —
Oct 9 → Oct 10 Ready for Scheduling ▶ Running 1 1 / 4
Oct 10 → Oct 10 Assigned ▶ Running 0 1 / 4
Oct 10 → Oct 15 Scheduled ▶ Running 2 3 / 4
Oct 15 → Oct 15 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Material Management 0.0d
Coordinators 4.7d
Field Work 0.8d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.0 days
Coordinators
4.7 days
Over SLA
Field Work
0.8 days
Billing
0.0 days
Created: Oct 9, 2025 Due: Oct 15, 2025 Completed: Oct 16, 2025 (on time)
📅
3.7 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
1.7d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534264
(23) Connectivity / Two fixed by phone in the last 30 days
Closed
***Location does not have key. Please order key and give to pharmacy after service is complete*** Use this password to access the kiosk: %N2NL243 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.**
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Sherry Reich
Created
Oct 9, 2025
Work Orders from this Case (1)
WO-01308613 (current) Invoiced
Connectivity • Robert Rivera
Created: Oct 9, 2025 • Closed: Oct 15, 2025
Completed with minor delays
Invoiced • 146 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 1.7 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
0.0d / 3.0d SLA
Ready for Scheduling
1.7d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.7d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Installed TP-Link gave key to the pharmacist
🔍 Technician Findings
Working kiosk but offline
⚠️ Problem Description
Tech will be shipped replacement WIFI Adapter. Restore connectivity then verify kiosk is online by logging in as a customer and receiving email results back. Take a picture of account being logged in and attach to your Work Order Tech will be shipped Key to Kiosk ***Location does not have key. Please order key and give to pharmacy after service is complete*** Use this password to access the kiosk: %N2NL243 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 Wifi Installed and Storm Key pad

Timeline

📞
Case Linked Oct 9, 11:40 AM
Case Number: 00534264
Subject: (23) Connectivity / Two fixed by phone in the last 30 days
Status: Closed
📋
▶
2 Work Order Created Oct 9, 2:20 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 Oct 9, 2:32 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 10m
📅
Status: Ready for Scheduling by Robert Cox Oct 9, 2:46 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 14m
👷
▶
4 Technician Assigned Oct 10, 9:21 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18h 34m
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2025-10-15T13:00:00.000+0000
🗓️
Status: Scheduled by Laura Hill
From: Assigned
To: Scheduled
Duration in Previous: 1m
📦
▶
2 Parts Requested Oct 10, 4:16 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
📅
Dispatch Scheduled by Rob Rivera Oct 15, 12:04 PM
Scheduled For: 2025-10-15T16:30:00.000+0000
🔧
Status: Tech On Site by Rob Rivera Oct 15, 1:38 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 4h
✔️
Status: Completed by Rob Rivera Oct 15, 2:30 PM
From: Tech On Site
To: Completed
Duration in Previous: 51m
🚗
4x Travel Added Oct 15, 4:30 PM
Type: Travel, Labor
Status: Open
Qty: 55, 1
⏱️
▶
2 Labor Added Oct 15, 8:10 PM
Labor Added → Status: Closed
🏁
Status: Closed by Rob Rivera
From: Completed
To: Closed
Duration in Previous: 5h 40m
📄
Status: Ready to Bill by Hannah Shaw Oct 16, 10:29 AM
From: Closed
To: Ready to Bill
Duration in Previous: 14h 17m
📨
▶
2 Status: Invoice Pending Oct 16, 10:50 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⚠️ 6.0 business days
🧾
Invoice Created Oct 23, 1:10 PM
Invoice Number: SM-243671

Bottlenecks

Ready for Scheduling
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.2 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00534264
Closed
📦
Parts Order 00083264
Closed
📦
Parts Order 00083345
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Connectivity
Branch
N/A
Technician
Robert Rivera
Scheduled
Oct 15, 12:30 PM
Created
Oct 9, 2:20 PM
Invoice #
SM-243671

Work Details (8)

Name Type Status Qty Amount Date
WL-02966850 Parts Open 1 $0.00 Oct 10, 4:16 PM
WL-02966851 Parts Open 1 $0.00 Oct 10, 4:16 PM
WL-02966852 Expenses Open 1 $0.00 Oct 10, 4:16 PM
WL-02971843 Travel Open 55 $0.00 Oct 15, 4:30 PM
WL-02971845 Labor Open 1 $0.00 Oct 15, 4:30 PM
WL-02971846 Travel Open 55 $0.00 Oct 15, 4:30 PM
WL-02971847 Labor Open 1 $0.00 Oct 15, 4:30 PM
WL-02972228 Labor Open 1.5 $0.00 Oct 15, 8:10 PM

Details