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← WO Overview

WO-01312636 ↗ ServiceMax

HIGI LLC • Removal • PC

📍 Ernest N Morial Convention Center, Modivcare / Booth #: HIP7 — 900 Convention Center Blvd, New Orleans LA, 70130

Nov 3, 2025 → Nov 10, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 10, 2025
✓ SLA Met
Active: 5 biz days
🕐 Clock stopped: Tech Off Site (Nov 10, 2025)
▶ Clock Running
Status: Created
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Entered
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 3 → Nov 4, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 1 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 4 → Nov 10, 2025
4 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 5 of ? biz days used
Created: Nov 3, 2025 Tech Off Site: Nov 10, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 3 Created ▶ Running 0 0
Nov 3 → Nov 3 Ready for Scheduling ▶ Running 0 0
Nov 3 → Nov 3 Entered ▶ Running 0 0
Nov 3 → Nov 4 Ready for Scheduling ▶ Running 1 1
Nov 4 → Nov 4 Assigned ▶ Running 0 1
Nov 4 → Nov 10 Scheduled ▶ Running 4 5
Nov 10 → Nov 10 Tech On Site ▶ Running 0 5
Dispatch 0.1d
Coordinators 6.4d
Field Work 0.1d
Billing 52.1d
✓ SLA Met
Dispatch
0.1 days
Coordinators
6.4 days
Over SLA
Field Work
0.1 days
Billing
52.1 days
Over SLA
Created: Nov 3, 2025 Due: Nov 10, 2025 Completed: Nov 11, 2025 (on time)
📅
5.6 days Total Age
⏱️
52.0d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
54.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540462
CF-80804
Closed
Removal of SN Q9061-2501-0004 No logistics required. Station De-Install A technician is required to be onsite on 11/10/2025 at 15:00PM. Please be punctual, the whole De-installation will need to be completed by 16:30PM. Freeman will move the station to dock from booth once the de-installation is completed and the station is prepared for pick up/return. De-Install Location: Ernest N Morial Convention Center 900 Convention Center Blvd New Orleans, LA 70130 Modivcare / Booth #: HIP7 American Heart Association Scientific Sessions 2025 Contact: Ariana Bennett Phone number: (312) 504-0024
Priority
High
Origin
Client Form
Reason
New Case
Contact
Ariana Bennett
Owner
Leona Coonrod
Created
Nov 3, 2025
Work Orders from this Case (1)
WO-01312636 (current) Invoiced
Removal • Jason Cunningham
Created: Nov 3, 2025 • Closed: Nov 10, 2025
Completed with significant delays
Invoiced • 121 days old
🚨
Primary Delay 52.0 days stuck in "Ready to Bill"
⏱️
Total Delay 54.3 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
Ready for Scheduling
1.5d / 1.0d SLA
Scheduled
4.9d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
52.0d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/10/25 AJinerson - Called Ariana to let her know tech will be arriving closer to 3:30PM today due to to being stuck on first repair site still. 

Left VM for Ariana letting her know current ETA is closer to 3:30PM. 


11/6/25 AJinerson - Call logged on WO-01312289. Called Ariana back to let her know we will have 2 separate technicians service the below WOs as we do not have the SAME technician available Friday and Monday per their request.

WO-01312289 - 11/7 arrival at 1PM

WO-01312636 - 11/10 - arrival at 3PM 

Left VM for Ariana letting her know this and to call back if any further questions/concerns. 


11/4/25 AJinerson - Call logged on WO-01312289. Called POC Ariana to confirm scheduling tech visits for below dates/times.


WO-01312289 - 11/7 arrival at 1PM


WO-01312636 - 11/10 - arrival at 3PM due to convention center time, no earlier arrival available for them.


Ariana was asking if it's possible to use the same tech for both services, so that the tech on Friday could keep the re-packing materials with them and bring them back onsite Monday to complete the removal service.

Ariana's reasoning, is that this is a convention center, and the materials will get moved around if tech doesn't take them with him and bring them back, she's worried about someone maybe throwing them out, or not having them brought back in time for Monday's service.


11/4/25 AJinerson - Call logged on WO-01312289. Called POC Ariana needing to confirm tech visits for 11/7 and 11/10 for below WOs. Left VM regarding this. 

WO-01312289 - 11/7 1PM

WO-01312636 - 11/10- 3PM 


11/3/25 AJinerson - WO released w/ SLA of 11/7 but per the notes it states this is to be serviced on Monday, 11/10 :

🔧 Work Performed
11/10 Jason - Removal Complete - Arrived on site and located the unit and site contact Ariana on the convention room floor. Disassembled the unit as needed, boxed it up and placed the unit on the pallet. Unit is ready for pickup. Confirmed with Ariana that there was nothing else she required me to do. Ready for pickup.
🔍 Technician Findings
Located the unit on the convention room floor.
⚠️ Problem Description
Special Instructions: No logistics required. Station De-Install A technician is required to be onsite on 11/10/2025 at 15:00PM. Please be punctual, the whole De-installation will need to be completed by 16:30PM. Freeman will move the station to dock from booth once the de-installation is completed and the station is prepared for pick up/return. De-Install Location: Ernest N Morial Convention Center 900 Convention Center Blvd New Orleans, LA 70130 Modivcare / Booth #: HIP7 American Heart Association Scientific Sessions 2025 Contact: Ariana Bennett Phone number: (312) 504-0024 Removal of SN Q9061-2501-0004 No logistics required. Station De-Install A technician is required to be onsite on 11/10/2025 at 15:00PM. Please be punctual, the whole De-installation will need to be completed by 16:30PM. Freeman will move the station to dock from booth once the de-installation is completed and the station is prepared for pick up/return. De-Install Location: Ernest N Morial Convention Center 900 Convention Center Blvd New Orleans, LA 70130 Modivcare / Booth #: HIP7 American Heart Association Scientific Sessions 2025 Contact: Ariana Bennett Phone number: (312) 504-0024
📄 Description
Higi Alternate Configuration Station Hardwired

Timeline

📞
▶
3 Case Linked Nov 3, 2:06 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01312636
Type: Removal
Priority: PC
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🆕
Status: Entered by Abby Jinerson Nov 3, 2:48 PM
From: Ready for Scheduling
To: Entered
Duration in Previous: 42m
📅
Status: Ready for Scheduling by Leona Coonrod Nov 3, 3:38 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 49m
👷
▶
3 Technician Assigned Nov 4, 11:53 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 20h 15m, 0m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-11-10T21:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Jason Cunningham Nov 10, 6:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 6h
🚗
Status: Tech Off Site by Jason Cunningham Nov 10, 6:56 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 26m
⏱️
▶
2 6x Labor Added Nov 10, 10:08 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Jason Cunningham
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 3h 12m, 0m
⏳ 1.2 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 12, 9:24 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 11h
🚨 52.0 business days
📨
Status: Invoice Pending by Hannah Shaw Jan 29, 11:18 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 78d 1h
🧾
▶
2 Invoice Created Jan 29, 11:52 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 33m

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Ready to Bill
Duration: 52.0 business days (threshold: 1.0 business days)
Exceeded by 51.0 business days

🔗 Related Artifacts

📞
Case 00540462
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Removal
Branch
N/A
Technician
Jason Cunningham
Scheduled
Nov 10, 4:00 PM
Created
Nov 3, 2:06 PM
Invoice #
SM-252505

Work Details (6)

Name Type Status Qty Amount Date
WL-03002788 Labor Open 0.5 $0.00 Nov 10, 10:08 PM
WL-03002789 Labor Open 2.25 $110.00 Nov 10, 10:08 PM
WL-03002790 Labor Open 1.25 $0.00 Nov 10, 10:08 PM
WL-03002791 Expenses Open 1 $0.00 Nov 10, 10:08 PM
WL-03002792 Travel Open 10 $0.00 Nov 10, 10:08 PM
WL-03002793 Travel Open 62 $0.00 Nov 10, 10:08 PM

Details