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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309839 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Giant Pharmacy 257 — 7575 Linton Hall Road, Gainesville VA, 20155

Oct 15, 2025 → Oct 21, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 21, 2025
✗ SLA Missed
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 21, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 15 → Oct 15, 2025
0 business days (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Oct 15 → Oct 17, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 17 → Oct 21, 2025
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Oct 15, 2025 Completed: Oct 21, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 15 → Oct 15 Created ▶ Running 0 0 / 4
Oct 15 → Oct 15 L2 Screening ▶ Running 0 0 / 4
Oct 15 → Oct 15 Awaiting Parts ⏸ Paused 0 —
Oct 15 → Oct 17 Ready for Scheduling ▶ Running 2 2 / 4
Oct 17 → Oct 17 Assigned ▶ Running 0 2 / 4
Oct 17 → Oct 21 Scheduled ▶ Running 2 4 / 4
Oct 21 → Oct 21 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.1d
Material Management 0.1d
Coordinators 5.4d
Field Work 0.6d
Billing 0.1d
✗ SLA Missed
Dispatch
0.1 days
Material Management
0.1 days
Coordinators
5.4 days
Over SLA
Field Work
0.6 days
Billing
0.1 days
Created: Oct 15, 2025 Due: Oct 21, 2025 Completed: Oct 21, 2025 (on time)
📅
4.6 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
2.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with minor delays
Invoiced • 140 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 2.5 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
0.1d / 1.0d SLA
Awaiting Parts
0.1d / 3.0d SLA
Ready for Scheduling
2.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10.22.25 Hshaw - chat tech to confirm all parts being used

10/17/2025 LHill-Called pharmacy-spoke with Tracy/Ph she advised it was okay for us to ship parts to the store.


10/17/2025 LHill-called the pharmacy-they are closed.


10/17/2025 LHill-sent chatter to

@[Kirsten Walls]​ Please make sure this parts order ships to the store. @[John Rolston]​ 


10/17/2025 LHill-TEAMS message from Matt Bateman-


10/16/2025 LHill-sent TEAMS message to Matt Bateman-

🔧 Work Performed
10/21/25 PC- Repair Technician Findings upon arrival: Found unit fully functional with bad main power supply. Actions Taken/Work Performed: Replaced main power supply and speaker kit on unit. Ran test on unit all passed. Final Resolution: All Functional test passed
🔍 Technician Findings
10/21/25 PC- Repair Technician Findings upon arrival: Found unit fully functional with bad main power supply. Actions Taken/Work Performed: Replaced main power supply and speaker kit on unit. Ran test on unit all passed. Final Resolution: All Functional test passed
⚠️ Problem Description
Tech will be shipped replacement main 12Volt DC power supply, main power cord, and power strip for this repair. Tech must have multimeter on site for repair. Replace applicable parts. Tech will contact Level 2 before starting to receive direction on steps to perform and parts to test/replace. Tech will be shipped tower and seat LEDs to replace on kiosk. Tech will be shipped replacement seat locking kit for this repair. Tech must have multimeter on site for repair. Tech will first need to call L2 for troubleshooting prior to replacing parts sent. Tech will be shipped Speaker Assembly for replacement. Use this password to access the kiosk: 6%3CG2YL 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 15, 3:11 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Oct 15, 3:48 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 34m
📅
Status: Ready for Scheduling by Robert Cox Oct 15, 4:31 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 42m
⏳ 2.9 business days
👷
▶
2 Technician Assigned Oct 17, 8:21 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 15h
📅
▶
2 Dispatch Scheduled Oct 17, 8:27 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Laura Hill
From: Assigned
To: Scheduled
Duration in Previous: 6m
📦
▶
2 Parts Requested Oct 17, 2:23 PM
Parts Requested → 9x Parts Added
🔩
9x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
📅
Dispatch Scheduled by Laura Hill Oct 17, 3:53 PM
Scheduled For: 2025-10-21T17:15:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Praelow Cameron Oct 21, 2:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 5h
✔️
Status: Completed by Praelow Cameron Oct 21, 4:05 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 59m
⏱️
▶
2 3x Labor Added Oct 21, 7:04 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Praelow Cameron
From: Completed
To: Closed
Duration in Previous: 3h 3m
📄
Status: Ready to Bill by Hannah Shaw Oct 22, 12:31 PM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 22m
📨
Status: Invoice Pending by Hannah Shaw Oct 22, 12:47 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 16m
💰
Status: Invoiced by Hannah Shaw Oct 22, 12:57 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 10m
⏳ 4.0 business days
🧾
Invoice Created Oct 27, 12:24 PM
Invoice Number: SM-244372

Bottlenecks

Ready for Scheduling
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours

🔗 Related Artifacts

📦
Parts Order 00083642
Closed
📦
Parts Order 00083769
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Praelow Cameron
Scheduled
Oct 21, 1:15 PM
Created
Oct 15, 3:11 PM
Invoice #
SM-244372

Work Details (12)

Name Type Status Qty Amount Date
WL-02974723 Parts Open 1 $0.00 Oct 17, 2:23 PM
WL-02974724 Parts Open 1 $0.00 Oct 17, 2:23 PM
WL-02974725 Parts Open 1 $0.00 Oct 17, 2:23 PM
WL-02974726 Parts Open 1 $0.00 Oct 17, 2:23 PM
WL-02974727 Parts Open 1 $0.00 Oct 17, 2:23 PM
WL-02974728 Parts Open 1 $0.00 Oct 17, 2:23 PM
WL-02974729 Parts Open 1 $0.00 Oct 17, 2:23 PM
WL-02974730 Parts Open 1 $0.00 Oct 17, 2:23 PM
WL-02974731 Expenses Open 1 $0.00 Oct 17, 2:23 PM
WL-02979027 Labor Open 0.5 $0.00 Oct 21, 7:04 PM
WL-02979028 Labor Open 2 $0.00 Oct 21, 7:04 PM
WL-02979029 Travel Open 22 $0.00 Oct 21, 7:04 PM

Details