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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01309934 ↗ ServiceMax

HIGI LLC • Installation • PC

📍 Martin's Pharmacy 6299 — 200 Rivendell Court, Winchester VA, 22603

Oct 16, 2025 → Nov 10, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 5, 2025
✓ SLA Met
Active: 10 biz days
Paused: 4 biz days
🕐 Clock stopped: Completed (Nov 5, 2025)
▶ Clock Running
Status: Created
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Entered
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Oct 16 → Oct 22, 2025
4 business days (not counted)
3d
▶ Clock Running
Status: Production
Oct 22 → Oct 27, 2025
3 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Logistics
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 27 → Oct 28, 2025
1 business day (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Accepted
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 4 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Oct 28 → Nov 5, 2025
6 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 10 of ? biz days used
Created: Oct 16, 2025 Completed: Nov 5, 2025
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Oct 16 → Oct 16 Created ▶ Running 0 0
Oct 16 → Oct 16 L2 Screening ▶ Running 0 0
Oct 16 → Oct 16 Entered ▶ Running 0 0
Oct 16 → Oct 16 L2 Screening ▶ Running 0 0
Oct 16 → Oct 22 Awaiting Parts ⏸ Paused 4 —
Oct 22 → Oct 27 Production ▶ Running 3 3
Oct 27 → Oct 27 Logistics ▶ Running 0 3
Oct 27 → Oct 28 Ready for Scheduling ▶ Running 1 4
Oct 28 → Oct 28 Assigned ▶ Running 0 4
Oct 28 → Oct 28 Accepted ▶ Running 0 4
Oct 28 → Nov 5 Scheduled ▶ Running 6 10
Nov 5 → Nov 5 Tech On Site ▶ Running 0 10
Dispatch 4.9d
Material Management 4.5d
Coordinators 9.1d
Field Work 3.9d
Billing 52.3d
✓ SLA Met
Dispatch
4.9 days
Over SLA
Material Management
4.5 days
Over SLA
Coordinators
9.1 days
Over SLA
Field Work
3.9 days
Over SLA
Billing
52.3 days
Over SLA
Created: Oct 16, 2025 Due: Nov 5, 2025 Completed: Nov 10, 2025 (4 days late)
📅
18.0 days Total Age
⏱️
44.0d in Ready to Bill Longest Stage
🔄
20 transitions Status Changes
⚠️
54.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536107
CF-80547
Closed
How will higi connect to the internet: Wifi Ship Date: Delivery Date: 11/4/25 Installation Date: 11/5/25 Additional Info or special requirements higi will remove old unit and deliver replacement Emsar to do install 11/5/25 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 16, 2025
Work Orders from this Case (1)
WO-01309934 (current) Invoiced
Installation • Work Market
Created: Oct 16, 2025 • Closed: Nov 10, 2025
Completed with significant delays
Invoiced • 139 days old
🚨
Primary Delay 44.0 days stuck in "Ready to Bill"
⏱️
Total Delay 54.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.5d / 0.5d SLA
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
4.5d / 3.0d SLA
Production
4.0d / 2.0d SLA
Logistics
0.4d / 1.0d SLA
Ready for Scheduling
1.8d / 1.0d SLA
Assigned
0.8d / 0.5d SLA
Accepted
0.0d
Scheduled
6.5d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
3.2d / 1.0d SLA
Closed
2.6d / 1.0d SLA
WO Correction Needed
8.3d
Ready to Bill
44.0d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11.12.25 hshaw - missing Installation checklist form

11/05/2025 SRobinson- Awaiting cancellation on part order to close this WO.

10/28 MOwens Per Matt Sending to WM as the local tech is not available until end of Nov.

Ready Date 10/30/25 BA

10/21/25 lcoonrod

BOL attachment added.

🔧 Work Performed
Installation of new kiosk
🔍 Technician Findings
Phill
⚠️ Problem Description
Special Instructions: higi will remove old unit and deliver replacement Emsar to do install 11/5/25 How will higi connect to the internet: Wifi Ship Date: Delivery Date: 11/4/25 Installation Date: 11/5/25 Additional Info or special requirements higi will remove old unit and deliver replacement Emsar to do install 11/5/25 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

📞
Case Linked Oct 16, 11:23 AM
Case Number: 00536107
Subject: CF-80547
Status: Closed
📋
▶
2 Work Order Created Oct 16, 11:46 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
🆕
Status: Entered by Emmanuel Morales Oct 16, 11:55 AM
From: L2 Screening
To: Entered
Duration in Previous: 8m
🔍
Status: L2 Screening by Leona Coonrod Oct 16, 3:35 PM
From: Entered
To: L2 Screening
Duration in Previous: 3h 39m
📦
▶
2 Parts Requested Oct 16, 3:41 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 5m
⚠️ 5.0 business days
🏭
Status: Production by Bryan Allphin Oct 22, 8:32 AM
From: Awaiting Parts
To: Production
Duration in Previous: 5d 16h
⏳ 4.0 business days
🚚
Status: Logistics by Bryan Allphin Oct 27, 9:59 AM
From: Production
To: Logistics
Duration in Previous: 5d 1h
📅
Status: Ready for Scheduling by Bryan Allphin Oct 27, 1:25 PM
From: Logistics
To: Ready for Scheduling
Duration in Previous: 3h 26m
👷
▶
2 Technician Assigned Oct 28, 9:32 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 20h 7m
📋
▶
3 Status: Accepted Oct 28, 3:48 PM
Status: Accepted → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Jessica Foley
From: Accepted
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2025-11-05T13:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Workmarket Integration Nov 5, 11:55 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 21h
✔️
▶
2 Status: Completed Nov 5, 5:34 PM
Status: Completed → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 3.8 business days
🏁
Status: Closed by Jessica Foley Nov 10, 12:23 PM
From: Completed
To: Closed
Duration in Previous: 4d 18h
✏️
Status: WO Correction Needed by Timothy Amburgey Nov 10, 12:42 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 18m
⏳ 1.0 business days
🏁
Status: Closed by Jessica Foley Nov 11, 4:27 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1d 3h
⏱️
▶
2 Labor Added Nov 12, 3:05 PM
Labor Added → Parts Added
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
✏️
Status: WO Correction Needed by Hannah Shaw Nov 12, 3:11 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 22h 44m
⚠️ 8.0 business days
🏁
Status: Closed by Jessica Foley Nov 21, 2:33 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 8d 23h
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 24, 10:59 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 20h
🚨 44.0 business days
📨
Status: Invoice Pending by Hannah Shaw Jan 29, 11:18 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 66d 0h
🧾
▶
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: 4.5 business days (threshold: 3.0 business days)
Exceeded by 1.5 business days
Production
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready for Scheduling
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.6 business hours
Assigned
Duration: 6.3 business hours (threshold: 4.0 business hours)
Exceeded by 2.3 business hours
Scheduled
Duration: 6.5 business days (threshold: 2.0 business days)
Exceeded by 4.5 business days
Completed
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours
Ready to Bill
Duration: 44.0 business days (threshold: 1.0 business days)
Exceeded by 43.0 business days

🔗 Related Artifacts

📞
Case 00536107
Closed
📦
Parts Order 00083714
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Work Market
Scheduled
Nov 5, 8:00 AM
Created
Oct 16, 11:46 AM
Invoice #
SM-252505

Work Details (3)

Name Type Status Qty Amount Date
WL-02997619 Expenses Open 1 $0.00 Nov 5, 5:35 PM
WL-03004855 Labor Open - $213.50 Nov 12, 3:05 PM
WL-03004858 Parts Open 1 $0.00 Nov 12, 3:08 PM

Details