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WO-01312053 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 1559 — 443 W. CR 419, Ste 1001, Oviedo FL, 32766

Oct 30, 2025 → Nov 4, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 5, 2025
✓ SLA Met
Active: 3 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Nov 5, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Oct 30 → Oct 31, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 31 → Nov 4, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
Created: Oct 30, 2025 Tech Off Site: Nov 5, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Oct 30 → Oct 30 Created ▶ Running 0 0 / 4
Oct 30 → Oct 30 L2 Screening ▶ Running 0 0 / 4
Oct 30 → Oct 31 Awaiting Parts ⏸ Paused 1 —
Oct 31 → Oct 31 Ready for Scheduling ▶ Running 0 0 / 4
Oct 31 → Oct 31 Assigned ▶ Running 0 0 / 4
Oct 31 → Nov 4 Scheduled ▶ Running 2 2 / 4
Nov 4 → Nov 5 Tech On Site ▶ Running 1 3 / 4
Dispatch 0.2d
Material Management 2.0d
Coordinators 3.1d
Field Work 0.4d
Billing 0.0d
✓ SLA Met
Dispatch
0.2 days
Material Management
2.0 days
Coordinators
3.1 days
Over SLA
Field Work
0.4 days
Billing
0.0 days
Created: Oct 30, 2025 Due: Nov 4, 2025 Completed: Nov 5, 2025 (on time)
📅
4.3 days Total Age
⏱️
2.8d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
0.8d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539559
Publix 1559 (Customer)
Closed
***Location does not have key. Please order key and give to pharmacy after service is complete*** Use this password to access the kiosk: 7A9JYJ7J 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.**
Priority
High
Origin
Phone
Reason
New Case
Contact
N/A
Owner
Sherry Reich
Created
Oct 30, 2025
Work Orders from this Case (1)
WO-01312053 (current) Invoiced
Repair • Robert Lewis
Created: Oct 30, 2025 • Closed: Nov 4, 2025
Completed with minor delays
Invoiced • 125 days old
🚨
Primary Delay 2.8 days stuck in "Scheduled"
⏱️
Total Delay 0.8 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
0.2d / 1.0d SLA
Awaiting Parts
2.0d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Scheduled
2.8d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
0.2d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/4/25 AJinerson - UPS Tracking updated and is now showing ETA today, 11/4 (same day as SLA)


🔧 Work Performed
Replaced the PC, set the screen resolution and calibrated the touchscreen.
🔍 Technician Findings
Kiosk had a no sync message on the touchscreen and the bios power on setting would always default to power off.
⚠️ Problem Description
Special Instructions: Please restore network connectivity and confirm full functionality. Tech will be sent a PC for replacement. Tech will be sent Key to Kiosk. ***Location does not have key. Please order key and give to pharmacy after service is complete*** Use this password to access the kiosk: 7A9JYJ7J 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
Higi Station WI-FI

Timeline

📞
▶
3 Case Linked Oct 30, 10:02 AM
Case Linked → Work Order Created → Status: L2 Screening
📋
Work Order Created
Work Order: WO-01312053
Type: Repair
Priority: P4
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Oct 30, 11:23 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 17m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Jacob Jones Oct 31, 11:25 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 0h
👷
▶
3 Technician Assigned Oct 31, 1:41 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2h 15m, 0m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-11-04T16:00:00.000+0000
📦
▶
2 Parts Requested Oct 31, 4:16 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
📅
Dispatch Scheduled by Abby Jinerson Nov 4, 8:40 AM
Scheduled For: 2025-11-04T17:00:00.000+0000
🔧
Status: Tech On Site by Robert Lewis Nov 4, 5:59 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 5h
🚗
Status: Tech Off Site by Robert Lewis Nov 4, 7:13 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 14m
✔️
Status: Completed by Robert Lewis Nov 4, 9:04 PM
From: Tech Off Site
To: Completed
Duration in Previous: 1h 50m
⏱️
6x Labor Added Nov 4, 9:14 PM
Type: Labor, Travel, Expenses
Status: Open
Qty: 1, 33, 10, 0.5
🏁
Status: Closed by Robert Lewis Nov 4, 9:24 PM
From: Completed
To: Closed
Duration in Previous: 19m
📄
▶
2 Status: Ready to Bill Nov 5, 11:29 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2m
💰
Status: Invoiced by Hannah Shaw Nov 5, 11:35 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 3.0 business days
🧾
Invoice Created Nov 7, 4:16 PM
Invoice Number: SM-245640

Bottlenecks

Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.3 business hours

🔗 Related Artifacts

📞
Case 00539559
Closed
📦
Parts Order 00084464
Closed
📦
Parts Order 00084579
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Robert Lewis
Scheduled
Nov 4, 12:00 PM
Created
Oct 30, 10:05 AM
Invoice #
SM-245640

Work Details (9)

Name Type Status Qty Amount Date
WL-02992094 Parts Open 1 $0.00 Oct 31, 4:16 PM
WL-02992095 Parts Open 1 $0.00 Oct 31, 4:16 PM
WL-02992096 Expenses Open 1 $0.00 Oct 31, 4:16 PM
WL-02996494 Labor Open 1 $0.00 Nov 4, 9:14 PM
WL-02996495 Travel Open 33 $0.00 Nov 4, 9:14 PM
WL-02996496 Travel Open 10 $0.00 Nov 4, 9:14 PM
WL-02996497 Labor Open 1 $0.00 Nov 4, 9:14 PM
WL-02996498 Expenses Open 1 $0.00 Nov 4, 9:14 PM
WL-02996499 Labor Open 0.5 $0.00 Nov 4, 9:14 PM

Details