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WO-01312159 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Shop Rite 578 — 3600 Park Avenue, South Plainfield NJ, 07080

Oct 30, 2025 → Nov 5, 2025

🟡 At Risk
P4
SLA Clock
4 business days from creation · Target: Nov 5, 2025
✗ SLA Missed
Active: 4 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 6, 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)
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 31 → Nov 3, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 3 → Nov 6, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Oct 30, 2025 Completed: Nov 6, 2025
Business Days Used 4 / 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 → Nov 3 Ready for Scheduling ▶ Running 1 1 / 4
Nov 3 → Nov 3 Assigned ▶ Running 0 1 / 4
Nov 3 → Nov 6 Scheduled ▶ Running 3 4 / 4
Nov 6 → Nov 6 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.1d
Material Management 1.6d
Coordinators 4.8d
Field Work 0.0d
Billing 1.7d
✗ SLA Missed
Dispatch
0.1 days
Material Management
1.6 days
Coordinators
4.8 days
Over SLA
Field Work
0.0 days
Billing
1.7 days
Created: Oct 30, 2025 Due: Nov 5, 2025 (120 days overdue)
📅
4.9 days Total Age
⏱️
3.2d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
1.8d 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 #00539619
Shop Rite 578- no sync
Closed
(908) 222-0746 Use this password to access the kiosk: !Y4KAN*@ 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.** This station has not contacted the server in over 24 hours. If it does not contact the server in 8 calendar days, it will be removed from the station locator.
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Jessica Sells
Created
Oct 30, 2025
Work Orders from this Case (1)
WO-01312159 (current) 10-Invoiced
Repair • Pete Ramos
Created: Oct 30, 2025 • Closed: Nov 5, 2025
On Track
10-Invoiced • 125 days old
🚨
Primary Delay 3.2 days stuck in "Scheduled"
⏱️
Total Delay 1.8 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
0.1d / 1.0d SLA
Awaiting Parts
1.6d / 3.0d SLA
Ready for Scheduling
1.6d / 1.0d SLA
Scheduled
3.2d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
1.7d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/30/2025jsells


spoke with Kwang, higi is displaying no sync, LED not working on the side of higi, no key

🔧 Work Performed
Tech replaced the PC and LED from the unit and left the key with the customer. Checked all functions, and the unit is working properly.
🔍 Technician Findings
Tech found the unit not working
⚠️ Problem Description
Tech will be sent a PC for replacement. Tech will be shipped tower LEDs to replace on kiosk. Tech will be sent Key to Kiosk. Special Instructions: Please restore network connectivity and confirm full functionality. (908) 222-0746 Use this password to access the kiosk: !Y4KAN*@ 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.** This station has not contacted the server in over 24 hours. If it does not contact the server in 8 calendar days, it will be removed from the station locator.
📄 Description
Higi Green Kiosk with 4G installed

Timeline

📞
Case Linked Oct 30, 11:37 AM
Case Number: 00539619
Subject: Shop Rite 578- no sync
Status: Closed
📋
▶
2 Work Order Created Oct 30, 2:39 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Oct 30, 3:32 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 51m
📅
Status: Ready for Scheduling by Jacob Jones Oct 31, 2:56 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 23h 24m
⏳ 2.0 business days
👷
▶
3 Technician Assigned Nov 3, 8:24 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2d 18h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-05T14:00:00.000+0000
📦
▶
2 Parts Requested Nov 3, 9:13 AM
Parts Requested → 4x Parts Added
🔩
4x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Nov 4, 3:24 PM
Scheduled For: 2025-11-05T16:00:00.000+0000
⏳ 2.0 business days
🔧
▶
3 Status: Tech On Site Nov 5, 8:31 PM
Status: Tech On Site → 5x Labor Added → Status: Completed
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1.25, 1.5, 0.75, 55, 14
✔️
Status: Completed by Pete Ramos
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4m, 0m
📄
▶
2 Status: Ready to Bill Nov 6, 9:01 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Timothy Amburgey
From: Ready to Bill, Invoiced
To: Invoiced, Invoice Pending
Duration in Previous: 1m, 0m
📋
Status: 10-Invoiced by Bernardo Jaccoud Nov 7, 12:17 AM
From: Invoice Pending
To: 10-Invoiced
Duration in Previous: 15h 14m
⚠️ 9.0 business days
🧾
Invoice Created Nov 20, 4:39 PM
Invoice Number: SM-245693

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.1 business hours
Scheduled
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00539619
Closed
📦
Parts Order 00084495
Closed
📦
Parts Order 00084605
Closed

ℹ️ Work Order Details

Status
10-Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Pete Ramos
Scheduled
Nov 5, 11:00 AM
Created
Oct 30, 2:39 PM
Invoice #
SM-245693

Work Details (9)

Name Type Status Qty Amount Date
WL-02993688 Parts Open 1 $0.00 Nov 3, 9:13 AM
WL-02993689 Parts Open 1 $0.00 Nov 3, 9:13 AM
WL-02993690 Parts Open 1 $0.00 Nov 3, 9:13 AM
WL-02993691 Expenses Open 1 $0.00 Nov 3, 9:13 AM
WL-02997860 Labor Open 1.25 $0.00 Nov 5, 8:35 PM
WL-02997861 Labor Open 1.5 $0.00 Nov 5, 8:35 PM
WL-02997862 Labor Open 0.75 $0.00 Nov 5, 8:35 PM
WL-02997863 Travel Open 55 $0.00 Nov 5, 8:35 PM
WL-02997864 Travel Open 14 $0.00 Nov 5, 8:35 PM

Details