Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311982 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Stop&Shop 613 — 10 Pitkin Road, Vernon CT, 06066

Oct 29, 2025 → Nov 4, 2025

🟡 At Risk
P4
SLA Clock
4 business days from creation · Target: Nov 4, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 4, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Oct 29 → Oct 30, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 30 → Nov 4, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
Created: Oct 29, 2025 Completed: Nov 4, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 29 → Oct 29 Created ▶ Running 0 0 / 4
Oct 29 → Oct 29 L2 Screening ▶ Running 0 0 / 4
Oct 29 → Oct 30 Awaiting Parts ⏸ Paused 1 —
Oct 30 → Oct 30 Ready for Scheduling ▶ Running 0 0 / 4
Oct 30 → Oct 30 Assigned ▶ Running 0 0 / 4
Oct 30 → Nov 4 Scheduled ▶ Running 3 3 / 4
Dispatch 0.0d
Material Management 1.4d
Coordinators 3.8d
Billing 3.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.4 days
Coordinators
3.8 days
Over SLA
Billing
3.3 days
Over SLA
Created: Oct 29, 2025 Due: Nov 4, 2025 (121 days overdue)
📅
4.4 days Total Age
⏱️
3.6d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
2.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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On Track
10-Invoiced • 126 days old
🚨
Primary Delay 3.6 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
0.0d / 1.0d SLA
Awaiting Parts
1.4d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.6d / 2.0d SLA
Closed
1.6d / 1.0d SLA
WO Correction Needed
0.0d
Ready to Bill
1.6d / 1.0d SLA
Invoice Pending
1.7d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/5 SRogers: FU protocol followed and finalized the correction. Thank you.

11.5.25 Hshaw - please proceed the FU protocol by adding a note & check mark on the FU box.

🔧 Work Performed
**R&R pc assembly **After install noticed the touchscreen was not responding. So I opened the housing so I can confirm sensor was working. Calibrated touchscreen and checked all other functions. **Restarted like 3 times and all 3 times it would stay black on both monitors and only showing the pointer. **Spokenwith Gil @L2 and he had me call higi direct. **Spoke to Russell and he wanted me to configure the router but the internet would not allow me to connect. Spoke with Phil and a follow up for a new modem will be made.
🔍 Technician Findings
Unit OOS Blue no sync message on touchscreen and no ads running on top monitor
⚠️ Problem Description
Tech will be sent a PC for replacement. Use this password to access the kiosk: 4Z7X6Y3* 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 29, 4:39 PM
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 29, 4:45 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2m
📅
Status: Ready for Scheduling by Jacob Jones Oct 30, 1:27 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 20h 41m
👷
▶
4 Technician Assigned Oct 30, 3:31 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 4m
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-04T14:00:00.000+0000
📦
▶
2 Parts Requested Oct 30, 4:20 PM
Parts Requested → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
📅
Dispatch Scheduled by Kourtney Smith Oct 31, 1:05 PM
Scheduled For: 2025-11-04T18:00:00.000+0000
⏳ 3.0 business days
🚗
▶
2 5x Travel Added Nov 4, 4:30 PM
5x Travel Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 5d 1h, 0m
✏️
Status: WO Correction Needed by Hannah Shaw Nov 5, 11:17 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 18h 42m
🏁
Status: Closed by Shawn Rogers Nov 5, 11:34 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 17m
📄
Status: Ready to Bill by Timothy Amburgey Nov 5, 1:56 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2h 22m
💰
Status: Invoiced by Timothy Amburgey Nov 6, 9:03 AM
From: Ready to Bill, Invoiced
To: Invoiced, Invoice Pending
Duration in Previous: 19h 6m, 0m
📋
Status: 10-Invoiced by Bernardo Jaccoud Nov 7, 12:17 AM
From: Invoice Pending
To: 10-Invoiced
Duration in Previous: 15h 14m
⏳ 2.0 business days
🧾
Invoice Created Nov 11, 3:43 PM
Invoice Number: SM-245693

Bottlenecks

Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.1 business hours

🔗 Related Artifacts

📦
Parts Order 00084425
Closed
📦
Parts Order 00084505
Closed

ℹ️ Work Order Details

Status
10-Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Luis Torres
Scheduled
Nov 4, 1:00 PM
Created
Oct 29, 4:39 PM
Invoice #
SM-245693

Work Details (7)

Name Type Status Qty Amount Date
WL-02990236 Parts Open 1 $0.00 Oct 30, 4:20 PM
WL-02990237 Expenses Open 1 $0.00 Oct 30, 4:20 PM
WL-02996033 Travel Open 42 $0.00 Nov 4, 4:30 PM
WL-02996034 Labor Open 1.25 $0.00 Nov 4, 4:30 PM
WL-02996035 Labor Open 1.25 $0.00 Nov 4, 4:30 PM
WL-02996036 Travel Open 40 $0.00 Nov 4, 4:30 PM
WL-02996037 Labor Open 1.75 $0.00 Nov 4, 4:30 PM

Details