Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311056 ↗ ServiceMax

HIGI LLC • Connectivity • P4

📍 Albertsons Market #939 — 12201 Academy NE, Albuquerque NM, 87111

Oct 23, 2025 → Oct 28, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 29, 2025
✓ SLA Met (1 biz days early)
Active: 0 biz days
Paused: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 28, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Oct 23 → Oct 28, 2025
3 business days (not counted)
▶ Clock Running
Status: L2 Screening
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
Created: Oct 23, 2025 Completed: Oct 28, 2025
Business Days Used 0 / 4
0 4d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 23 → Oct 23 Created ▶ Running 0 0 / 4
Oct 23 → Oct 23 L2 Screening ▶ Running 0 0 / 4
Oct 23 → Oct 28 Awaiting Parts ⏸ Paused 3 —
Oct 28 → Oct 28 L2 Screening ▶ Running 0 0 / 4
Oct 28 → Oct 28 Assigned ▶ Running 0 0 / 4
Dispatch 0.1d
Material Management 3.6d
Coordinators 0.0d
Field Work 0.0d
Billing 2.0d
✓ SLA Met
Dispatch
0.1 days
Material Management
3.6 days
Over SLA
Coordinators
0.0 days
Field Work
0.0 days
Billing
2.0 days
Over SLA
Created: Oct 23, 2025 Due: Oct 29, 2025 Completed: Oct 28, 2025 (1 days early)
📅
3.7 days Total Age
⏱️
3.6d in Awaiting Parts Longest Stage
🔄
9 transitions Status Changes
⚠️
2.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details
📋
Coordinator Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00537739
Albertsons Market #939-store rebooted the higi
Closed
(505) 275-9733 Use this password to access the kiosk: N!9WL6P9 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.** Please restore network connectivity and confirm full functionality.
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Jessica Sells
Created
Oct 23, 2025
Work Orders from this Case (1)
WO-01311056 (current) Invoiced
Connectivity • Emmanuel Morales
Created: Oct 23, 2025 • Closed: Oct 28, 2025
Completed with minor delays
Invoiced • 132 days old
🚨
Primary Delay 3.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 2.3 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
3.6d / 3.0d SLA
Assigned
0.0d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
1.8d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/23/2025jsells

spoke with Randy, she confirmed they have rebooted the higi, top monitor is dark, no key

10/23/2025jsells

spoke with Jenny, the higi is working fine, the store has rebooted the higi,

🔧 Work Performed
Walk Pharmacist into turning on Tv Ad Monitor
🔍 Technician Findings
Tv is now on.
⚠️ Problem Description
Tech will be shipped replacement TV monitor. Tech will replace all parts shipped, adjust resolution in resolution settings, calibrate, and restore functionality. Resolution for SH-650 Lower: 1280x1024 Upper: 1360x768 Tech will be shipped Cobra Key for Kiosk **Location does not have a key, order a key and leave in the pharmacy when service is completed** Special Instructions: Please restore network connectivity and confirm full functionality. (505) 275-9733 Use this password to access the kiosk: N!9WL6P9 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.** Please restore network connectivity and confirm full functionality.
📄 Description
Kiosk

Timeline

📞
Case Linked Oct 23, 10:37 AM
Case Number: 00537739
Subject: Albertsons Market #939-store rebooted the higi
Status: Closed
📋
Work Order Created Oct 23, 2:30 PM
Work Order: WO-01311056
Type: Connectivity
Priority: P4
🔍
Status: L2 Screening by Jessica Sells Oct 23, 2:37 PM
From: Entered
To: L2 Screening
Duration in Previous: 6m
📦
▶
2 Parts Requested Oct 23, 3:18 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 41m
⏳ 4.0 business days
🔍
▶
3 Status: L2 Screening Oct 28, 1:47 PM
Status: L2 Screening → Technician Assigned → Status: Assigned
👷
Technician Assigned by Emmanuel Morales
Technician: Emmanuel Morales
👷
Status: Assigned by Emmanuel Morales
From: L2 Screening
To: Assigned
Duration in Previous: 2m
✔️
▶
2 Status: Completed Oct 28, 1:52 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Emmanuel Morales
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Hannah Shaw Oct 29, 9:20 AM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 26m
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Oct 30, 2:04 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🚨 69.0 business days
🧾
Invoice Created Feb 11, 10:44 AM
Invoice Number: SM-245150

Bottlenecks

Awaiting Parts
Duration: 3.6 business days (threshold: 3.0 business days)
Exceeded by 4.7 business hours
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.1 business hours
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00537739
Closed
📦
Parts Order 00084070
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Connectivity
Branch
N/A
Technician
Emmanuel Morales
Scheduled
N/A
Created
Oct 23, 2:30 PM
Invoice #
SM-245150

Details