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WO-01309297 ↗ ServiceMax

HIGI LLC • Installation • PC

📍 Giant Pharmacy 6579 — 3300 Lehigh Street, Allentown PA, 18103

Oct 14, 2025 → Nov 5, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 5, 2025
✗ SLA Missed
Active: 12 biz days
Paused: 5 biz days
🕐 Clock stopped: Completed (Nov 6, 2025)
▶ Clock Running
Status: Created
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Oct 14 → Oct 21, 2025
5 business days (not counted)
5d
▶ Clock Running
Status: Production
Oct 21 → Oct 28, 2025
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 5 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Oct 28 → Nov 5, 2025
6 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 5 → Nov 6, 2025
1 business day (counted)
Running total: 12 of ? biz days used
Created: Oct 14, 2025 Completed: Nov 6, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 14 → Oct 14 Created ▶ Running 0 0
Oct 14 → Oct 14 L2 Screening ▶ Running 0 0
Oct 14 → Oct 21 Awaiting Parts ⏸ Paused 5 —
Oct 21 → Oct 28 Production ▶ Running 5 5
Oct 28 → Oct 28 Ready for Scheduling ▶ Running 0 5
Oct 28 → Oct 28 Assigned ▶ Running 0 5
Oct 28 → Nov 5 Scheduled ▶ Running 6 11
Nov 5 → Nov 6 Tech On Site ▶ Running 1 12
Dispatch 6.0d
Material Management 5.8d
Coordinators 7.3d
Field Work 1.3d
Billing 55.1d
✗ SLA Missed
Dispatch
6.0 days
Over SLA
Material Management
5.8 days
Over SLA
Coordinators
7.3 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
55.1 days
Over SLA
Created: Oct 14, 2025 Due: Nov 5, 2025 Completed: Nov 6, 2025 (on time)
📅
17.1 days Total Age
⏱️
55.0d in Ready to Bill Longest Stage
🔄
12 transitions Status Changes
⚠️
65.7d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535403
CF-80496
Closed
How will higi connect to the internet: Wifi Kiosk requires BC4k Installed: No Model of Kiosk: 2014 Ship Date: Delivery Date: 11/4/25 Installation Date: 11/5/25 Additional Info or special requirements current contact: Tim Kaylor 267-890-9449 Back up: Sarah McClain 717-960-1358 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.  
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Oct 14, 2025
Work Orders from this Case (1)
WO-01309297 (current) Invoiced
Installation • Chris Galasso
Created: Oct 14, 2025 • Closed: Nov 5, 2025
Completed with significant delays
Invoiced • 141 days old
🚨
Primary Delay 55.0 days stuck in "Ready to Bill"
⏱️
Total Delay 65.7 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
5.8d / 3.0d SLA
Production
6.0d / 2.0d SLA
Ready for Scheduling
0.6d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
6.7d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
55.0d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Ready Date 10/30/25 BA

🔧 Work Performed
MOVED TO OTHER CORNER OF PHARMACY FOR TEMPORARY INSTALL; CONNECTS AND TESTS GOOD; POWER CYCLES CORRECTLY; SPOKE TO PHIL
🔍 Technician Findings
UNIT ON PALLET AT PHARMACY; NO POWER INSTALLED YET AT FINAL LOCATION
⚠️ Problem Description
Special Instructions: current contact: Tim Kaylor 267-890-9449 Back up: Sarah McClain 717-960-1358 How will higi connect to the internet: Wifi Kiosk requires BC4k Installed: No Model of Kiosk: 2014 Ship Date: Delivery Date: 11/4/25 Installation Date: 11/5/25 Additional Info or special requirements current contact: Tim Kaylor 267-890-9449 Back up: Sarah McClain 717-960-1358 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.  
📄 Description
Higi Green Kiosk with a Wifi Installed and Storm Key pad

Timeline

📞
▶
3 Case Linked Oct 14, 1:39 PM
Case Linked → Work Order Created → Status: L2 Screening
📋
Work Order Created
Work Order: WO-01309297
Type: Installation
Priority: PC
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Oct 14, 1:51 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 10m
⚠️ 6.0 business days
🏭
Status: Production by Bryan Allphin Oct 21, 9:14 AM
From: Awaiting Parts
To: Production
Duration in Previous: 6d 19h
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Bryan Allphin Oct 28, 9:45 AM
From: Production
To: Ready for Scheduling
Duration in Previous: 7d 0h
👷
▶
4 Status: Assigned Oct 28, 2:36 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Status: Scheduled
👷
Technician Assigned by Melissa Owens
Technician: Chris Galasso
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-05T14:00:00.000+0000
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1m
⚠️ 7.0 business days
🔧
Status: Tech On Site by Chris Galasso Nov 5, 10:35 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 20h
⏱️
▶
2 4x Labor Added Nov 5, 9:09 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Tech On Site
To: Completed
Duration in Previous: 10h 36m
🏁
Status: Closed by Matthew Bateman Nov 5, 9:16 PM
From: Completed
To: Closed
Duration in Previous: 4m
📄
Status: Ready to Bill by Timothy Amburgey Nov 6, 9:10 AM
From: Closed
To: Ready to Bill
Duration in Previous: 11h 54m
🚨 55.0 business days
📨
Status: Invoice Pending by Hannah Shaw Jan 29, 11:18 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 84d 2h
🧾
▶
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

Awaiting Parts
Duration: 5.8 business days (threshold: 3.0 business days)
Exceeded by 2.8 business days
Production
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 6.7 business days (threshold: 2.0 business days)
Exceeded by 4.7 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Ready to Bill
Duration: 55.0 business days (threshold: 1.0 business days)
Exceeded by 54.0 business days

🔗 Related Artifacts

📞
Case 00535403
Closed
📦
Parts Order 00083531
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Chris Galasso
Scheduled
Nov 5, 9:00 AM
Created
Oct 14, 1:40 PM
Invoice #
SM-252505

Work Details (4)

Name Type Status Qty Amount Date
WL-02997892 Labor Open 1.75 $0.00 Nov 5, 9:09 PM
WL-02997893 Labor Open 1 $213.50 Nov 5, 9:09 PM
WL-02997894 Expenses Open 1 $0.00 Nov 5, 9:09 PM
WL-02997895 Travel Open 75 $0.00 Nov 5, 9:09 PM

Details