Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308904 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 671 — 2125 East County Road 540-A, Lakeland FL, 33813

Oct 10, 2025 → Oct 16, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 17, 2025
✓ SLA Met (1 biz days early)
Active: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Oct 16, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸0d
⏸ Clock Paused
Status: Awaiting Parts
Oct 10 → Oct 13, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 13 → Oct 16, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Oct 10, 2025 Tech Off Site: Oct 16, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 10 → Oct 10 Created ▶ Running 0 0 / 4
Oct 10 → Oct 10 L2 Screening ▶ Running 0 0 / 4
Oct 10 → Oct 13 Awaiting Parts ⏸ Paused 0 —
Oct 13 → Oct 13 Ready for Scheduling ▶ Running 0 0 / 4
Oct 13 → Oct 13 Assigned ▶ Running 0 0 / 4
Oct 13 → Oct 16 Scheduled ▶ Running 3 3 / 4
Oct 16 → Oct 16 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.1d
Material Management 0.3d
Coordinators 3.0d
Field Work 0.1d
Billing 0.1d
✓ SLA Met
Dispatch
0.1 days
Material Management
0.3 days
Coordinators
3.0 days
Over SLA
Field Work
0.1 days
Billing
0.1 days
Created: Oct 10, 2025 Due: Oct 16, 2025 Completed: Oct 16, 2025 (on time)
📅
3.4 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
1.0d 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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Completed with minor delays
Invoiced • 145 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 1.0 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
0.1d / 1.0d SLA
Awaiting Parts
0.3d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.5d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Reseated the connections on the PC, removed the Cradlepoint and installed the TP Link adapter.
🔍 Technician Findings
Kiosk was not functional both screens were black.
⚠️ 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 Follow-Up Notes Site needs Wi-Fi dongle Use this password to access the kiosk:  miker0me0g0lfech0 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 Oct 10, 4:53 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Oct 10, 5:41 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 47m
⏳ 0.8 business days
📅
Status: Ready for Scheduling by Robert Cox Oct 13, 7:53 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 14h
👷
▶
2 Technician Assigned Oct 13, 9:56 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 3m
🗓️
▶
2 Status: Scheduled Oct 13, 10:10 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2025-10-16T13:30:00.000+0000
📦
▶
2 Parts Requested Oct 13, 1:04 PM
Parts Requested → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
▶
2 Status: Tech On Site Oct 16, 10:53 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1.38333
💵
2x Expenses Added Oct 16, 11:27 AM
Type: Expenses, Travel
Status: Open
Qty: 1, 75
🚗
▶
2 Status: Tech Off Site Oct 16, 11:57 AM
Status: Tech Off Site → Status: Closed
🏁
Status: Closed by Robert Lewis
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Hannah Shaw Oct 16, 3:36 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3h 37m
📨
Status: Invoice Pending by Hannah Shaw Oct 16, 4:26 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 50m
💰
Status: Invoiced by Hannah Shaw Oct 16, 4:44 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 18m
⏳ 3.9 business days
🧾
Invoice Created Oct 21, 1:42 PM
Invoice Number: SM-243738

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📦
Parts Order 00083353
Closed
📦
Parts Order 00083403
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Robert Lewis
Scheduled
Oct 16, 9:30 AM
Created
Oct 10, 4:53 PM
Invoice #
SM-243738

Work Details (6)

Name Type Status Qty Amount Date
WL-02968607 Parts Open 1 $0.00 Oct 13, 1:04 PM
WL-02968608 Expenses Open 1 $0.00 Oct 13, 1:04 PM
WL-02972941 Labor Open 1.38333 $0.00 Oct 16, 10:54 AM
WL-02972942 Labor Open 1 $0.00 Oct 16, 10:54 AM
WL-02972986 Expenses Open 1 $0.00 Oct 16, 11:27 AM
WL-02972987 Travel Open 75 $0.00 Oct 16, 11:27 AM

Details