Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01312198 ↗ ServiceMax

HIGI LLC • Connectivity • P4

📍 Joe W. Brown Rec Center — 5601 Read Blvd, New Orleans LA, 70127

Oct 30, 2025 → Nov 1, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 5, 2025
✓ SLA Met (3 biz days early)
Active: 0 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 1, 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: Entered
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 31 → Oct 31, 2025
0 business days (not counted)
0d
▶ 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
0d
▶ Clock Running
Status: Scheduled
Oct 31 → Nov 1, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
0d
▶ Clock Running
Status: Tech On Site
Nov 1 → Nov 1, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
Created: Oct 30, 2025 Completed: Nov 1, 2025
Business Days Used 0 / 4
0 4d budget
Show SLA Clock Detail (9 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 Entered ▶ Running 0 0 / 4
Oct 31 → Oct 31 Awaiting Parts ⏸ Paused 0 —
Oct 31 → Oct 31 Ready for Scheduling ▶ Running 0 0 / 4
Oct 31 → Oct 31 Assigned ▶ Running 0 0 / 4
Oct 31 → Nov 1 Scheduled ▶ Running 0 0 / 4
Nov 1 → Nov 1 Tech On Site ▶ Running 0 0 / 4
Dispatch 0.1d
Material Management 1.5d
Coordinators 1.3d
Billing 58.1d
✓ SLA Met
Dispatch
0.1 days
Material Management
1.5 days
Coordinators
1.3 days
Billing
58.1 days
Over SLA
Created: Oct 30, 2025 Due: Nov 1, 2025 Completed: Nov 1, 2025 (on time)
📅
1.4 days Total Age
⏱️
57.3d in Ready to Bill Longest Stage
🔄
13 transitions Status Changes
⚠️
56.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 125 days old
🚨
Primary Delay 57.3 days stuck in "Ready to Bill"
⏱️
Total Delay 56.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
1.5d / 3.0d SLA
Ready for Scheduling
0.9d / 1.0d SLA
Scheduled
0.4d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
0.8d / 2.0d SLA
Ready to Bill
57.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11.3.25 hshaw - changed SMC to T&M per Problem Description note; To be billed T&M

10/31/25 NFloyd - We need to ship this modem directly to the location in NOLA

 

Jerry spoke to the locations manager Erica.

The package can be shipped to:

Joe W. Brown Rec Center

Attention Erica Dudley – Rec Center

5601 Read Blvd

New Orleans, LA 70127.

Note This location will be open tomorrow from 09:00AM to 14:00PM.

Erica will not be onsite tomorrow, but the technician can ask for CJ to get the package.



10/31/25 NFloyd - Higi has requested to move forward with this URGENT request for Saturday AM installation of the modem. The due date has been updated to 11/1.


10/31/25 AJinerson - Unable to assign WO to EMSAR tech due to tech does not have the skillset listed:

Kiosk - Higi Alt Config skillLevel 3


10/31/25 AJinerson - WO released into RFS same day as the SLA.

(SLA previously 11/5 but changed to 10/31) We will not be able to have an EMSAR tech meet this SLA as parts still need to ship out and per the parts order:

Urgent! - Please have a OptConnect modem with its ethernet cable installed on this station. Please have the modem overnight as the modem installation is required to be completed as soon as possible but not later than 10/31. Please reach out to Higi support with any questions. Please call Higi support while onsite to confirm full functionality of the station.

🔧 Work Performed
11/1 Jason - Repair Complete - Arrived on site and waited for UPS to arrive for dropping the part off. The part was delayed. Once the site opened at 9, I went inside to see if I could get it working. I was approached by Ariana from HIGI that explained that they wanted to replace the wifi adapter with the OptConnect modem. Shortly after going inside, the parts arrived. Removed the WiFi adapter and left it resting in the bottom of the unit, at the request from HIGI tech support. Added the OptConnect modem and wired it up. Booted the system. Once it cam up, completed a full test and verified it was working properly and online. Placed unit back into service.
🔍 Technician Findings
Machine was powered on, but not online.
⚠️ Problem Description
Tech will be shipped OptConnect Modem. Use this password to access the kiosk: !M*W6AHC To be billed T&M **IMPORTANT** This is a Non Retail location and a scheduled appointment must be made in advance to ensure the machine will be made available prior to tech arrival on site. If a work market technician has to be used SDL must obtain approval from Higi prior to scheduling work. If the technician is unable to make contact on the first attempt, email EMSAR at higisupport@emsar.com so HIGI can be notified to provide us with an alternate contact name and number. Any calls made MUST be logged on the work order under Activity History with who you spoke to and date/time of call Use this password to access the kiosk:  !M*W6AHC 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 Alternate Configuration Station WiFi

Timeline

📋
▶
2 Work Order Created Oct 30, 4:25 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Oct 30, 4:40 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 12m
🆕
Status: Entered by Kimberly Hardison Oct 31, 8:08 AM
From: Awaiting Parts
To: Entered
Duration in Previous: 15h 28m
📦
Status: Awaiting Parts by Kimberly Hardison Oct 31, 8:37 AM
From: Entered
To: Awaiting Parts
Duration in Previous: 29m
📅
Status: Ready for Scheduling by Robert Cox Oct 31, 9:21 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 43m
🔩
2x Parts Added Oct 31, 2:04 PM
Type: Parts, Expenses
Status: Open
Qty: 1
👷
▶
3 Technician Assigned Oct 31, 4:29 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Stephanie Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 7h 8m, 0m
📅
Dispatch Scheduled by Stephanie Ramen
Scheduled For: 2025-11-01T11:00:00.000+0000
📅
Dispatch Scheduled by Abby Jinerson Oct 31, 4:36 PM
Scheduled For: 2025-11-01T12:00:00.000+0000
🔧
Status: Tech On Site by Jason Cunningham Nov 1, 8:19 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 15h 49m
⏱️
▶
3 6x Labor Added Nov 1, 1:29 PM
6x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Jason Cunningham
From: Tech On Site
To: Completed
Duration in Previous: 5h 11m
🏁
Status: Closed by Jason Cunningham
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 1.0 business days
💵
Status: Billing Review by Hannah Shaw Nov 3, 10:44 AM
From: Closed
To: Billing Review
Duration in Previous: 1d 22h
📄
Status: Ready to Bill by Hannah Shaw Nov 3, 4:57 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 6h 13m
🚨 57.9 business days
📨
Status: Invoice Pending by Hannah Shaw Jan 29, 10:52 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 86d 17h
🧾
▶
2 Invoice Created Jan 29, 11:06 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 13m

Bottlenecks

Ready to Bill
Duration: 57.3 business days (threshold: 1.0 business days)
Exceeded by 56.3 business days

🔗 Related Artifacts

📦
Parts Order 00084512
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Connectivity
Branch
N/A
Technician
Jason Cunningham
Scheduled
Nov 1, 8:00 AM
Created
Oct 30, 4:25 PM
Invoice #
SM-252498

Work Details (8)

Name Type Status Qty Amount Date
WL-02991812 Parts Open 1 $0.00 Oct 31, 2:04 PM
WL-02991813 Expenses Open 1 $0.00 Oct 31, 2:04 PM
WL-02992914 Labor Open 1.5 $102.38 Nov 1, 1:29 PM
WL-02992915 Labor Open 1.75 $0.00 Nov 1, 1:29 PM
WL-02992916 Labor Open 1.5 $165.00 Nov 1, 1:29 PM
WL-02992917 Labor Open 1.5 $102.38 Nov 1, 1:29 PM
WL-02992918 Travel Open 66 $205.00 Nov 1, 1:29 PM
WL-02992919 Travel Open 66 $0.00 Nov 1, 1:29 PM

Details