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WO-01308993 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 1301 — 10018 Griffin Road, Cooper City FL, 33328

Oct 13, 2025 → Oct 16, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 17, 2025
✓ SLA Met (1 biz days early)
Active: 2 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 16, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Oct 13 → Oct 14, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 16, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
Created: Oct 13, 2025 Completed: Oct 16, 2025
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 13 → Oct 13 Created ▶ Running 0 0 / 4
Oct 13 → Oct 13 L2 Screening ▶ Running 0 0 / 4
Oct 13 → Oct 14 Awaiting Parts ⏸ Paused 1 —
Oct 14 → Oct 14 Ready for Scheduling ▶ Running 0 0 / 4
Oct 14 → Oct 14 Assigned ▶ Running 0 0 / 4
Oct 14 → Oct 16 Scheduled ▶ Running 2 2 / 4
Oct 16 → Oct 16 Tech On Site ▶ Running 0 2 / 4
Material Management 1.0d
Coordinators 2.6d
Field Work 0.4d
Billing 0.3d
✓ SLA Met
Material Management
1.0 days
Coordinators
2.6 days
Over SLA
Field Work
0.4 days
Billing
0.3 days
Created: Oct 13, 2025 Due: Oct 16, 2025 Completed: Oct 16, 2025 (on time)
📅
3.0 days Total Age
⏱️
2.5d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
0.6d 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 #00534887
Closed
Please order key and give to pharmacy after service is complete*** Use this password to access the kiosk: RJP7WK@T 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
Phone
Reason
New Case
Contact
N/A
Owner
Kimberly Hardison
Created
Oct 13, 2025
Work Orders from this Case (1)
WO-01308993 (current) Invoiced
Repair • Robert Rivera
Created: Oct 13, 2025 • Closed: Oct 16, 2025
Completed with minor delays
Invoiced • 142 days old
🚨
Primary Delay 2.5 days stuck in "Scheduled"
⏱️
Total Delay 0.6 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
1.0d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
2.5d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
0.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Trouble-shoot Kiosk issue Kiosk was running but no signal to Touch screen secured the DVI adapter to restore the signal and picture Key given to pharmacy
🔍 Technician Findings
Kiosk was running but no signal to Touch screen Blue non sync screen Spoke to the Pharmacist to find that the kiosk was moved for cleaning/waxing the floors
⚠️ Problem Description
Tech will be sent a PC for replacement. Tech will be sent Key to Kiosk. Please order key and give to pharmacy after service is complete*** Use this password to access the kiosk: RJP7WK@T 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 13, 9:52 AM
Case Number: 00534887
Subject:
Status: Closed
📋
▶
2 Work Order Created Oct 13, 10:16 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 3m
📦
▶
2 Parts Requested Oct 13, 11:23 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 4m
⏳ 1.0 business days
📅
Status: Ready for Scheduling by Jacob Jones Oct 14, 3:06 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 3h
👷
▶
3 Technician Assigned Oct 14, 3:38 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 31m, 0m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-16T14:30:00.000+0000
📦
▶
2 Parts Requested Oct 14, 4:22 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 0, 1
⏳ 2.0 business days
📅
Dispatch Scheduled by Rob Rivera Oct 15, 8:02 PM
Scheduled For: 2025-10-16T17:00:00.000+0000
📅
Dispatch Scheduled by Rob Rivera Oct 16, 2:53 PM
Scheduled For: 2025-10-16T19:00:00.000+0000
🔧
Status: Tech On Site by Rob Rivera Oct 16, 4:02 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 0h
✔️
Status: Completed by Rob Rivera Oct 16, 6:26 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 24m
⏱️
▶
2 3x Labor Added Oct 16, 7:21 PM
3x Labor Added → 2x Travel Added
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 41, 17
🏁
Status: Closed by Rob Rivera Oct 16, 7:29 PM
From: Completed
To: Closed
Duration in Previous: 1h 2m
📄
Status: Ready to Bill by Hannah Shaw Oct 17, 12:47 PM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 17m
📨
Status: Invoice Pending by Hannah Shaw Oct 17, 3:10 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2h 23m, 0m
⚠️ 5.0 business days
🧾
Invoice Created Oct 23, 1:11 PM
Invoice Number: SM-244078

Bottlenecks

Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 4.4 business hours
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.5 business hours

🔗 Related Artifacts

📞
Case 00534887
Closed
📦
Parts Order 00083390
Closed
📦
Parts Order 00083564
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Robert Rivera
Scheduled
Oct 16, 3:00 PM
Created
Oct 13, 10:16 AM
Invoice #
SM-244078

Work Details (8)

Name Type Status Qty Amount Date
WL-02970255 Parts Open 0 $0.00 Oct 14, 4:23 PM
WL-02970256 Parts Open 1 $0.00 Oct 14, 4:23 PM
WL-02970257 Expenses Open 1 $0.00 Oct 14, 4:23 PM
WL-02973648 Labor Open 1.5 $0.00 Oct 16, 7:21 PM
WL-02973649 Labor Open 1 $0.00 Oct 16, 7:21 PM
WL-02973650 Labor Open 1 $0.00 Oct 16, 7:21 PM
WL-02973657 Travel Open 41 $0.00 Oct 16, 7:24 PM
WL-02973658 Travel Open 17 $0.00 Oct 16, 7:24 PM

Details