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WO-01313026 ↗ ServiceMax

HIGI LLC • Installation • PC

📍 Acme Fresh Market 15 — 3979 Medina Rd. (Rt. 18), Akron OH, 44333

Nov 4, 2025 → Nov 12, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 14, 2025
✓ SLA Met (2 biz days early)
Active: 4 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Nov 12, 2025)
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Nov 4 → Nov 5, 2025
1 business day (not counted)
1d
▶ Clock Running
Status: Production
Nov 5 → Nov 6, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 1 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 6 → Nov 12, 2025
3 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 4 of ? biz days used
Created: Nov 4, 2025 Completed: Nov 12, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0
Nov 4 → Nov 4 L2 Screening ▶ Running 0 0
Nov 4 → Nov 5 Awaiting Parts ⏸ Paused 1 —
Nov 5 → Nov 6 Production ▶ Running 1 1
Nov 6 → Nov 6 Ready for Scheduling ▶ Running 0 1
Nov 6 → Nov 6 Assigned ▶ Running 0 1
Nov 6 → Nov 12 Scheduled ▶ Running 3 4
Nov 12 → Nov 12 Tech On Site ▶ Running 0 4
Dispatch 1.9d
Material Management 1.4d
Coordinators 3.5d
Field Work 1.1d
Billing 51.5d
✓ SLA Met
Dispatch
1.9 days
Material Management
1.4 days
Coordinators
3.5 days
Over SLA
Field Work
1.1 days
Billing
51.5 days
Over SLA
Created: Nov 4, 2025 Due: Nov 14, 2025 Completed: Nov 12, 2025 (2 days early)
📅
5.5 days Total Age
⏱️
47.5d in Ready to Bill Longest Stage
🔄
13 transitions Status Changes
⚠️
50.3d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Mike Huffman — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 11, 2025
Visit 2 Nov 12, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540911
CF-80833
Closed
Special Instructions: higi will pick up from Emsar GROUP 1 This will be picked up by Higi in group 1 on 11/7/25. Model of Kiosk new Alternate configuration Station How will higi connect to the internet Wifi Installation date 11/12/25 Additional Info or special requirements higi will pick up from Emsar GROUP 1 Link to the Work Instruction, required checklist on page 5 https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Forms/AllItems.aspx?id=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green%2FWI%2DST%2D345%20Higi%20Green%20Installation%20Process%2Epdf&parent=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green&p=true&ct=1724684970563&or=Teams%2DHL&ga=1 Technician MUST check out with a call to EMSAR’s Tech Support **IMPORTANT** Immediately upon accepting this installation/relocation work order, the Coordinator shall contact the site to make them aware of the installation date and approximate time for the installation. If the coordinator is unable to make contact, notify EMSAR account manager so HIGI can provide us with an alternate contact name and number. Verification of delivery will be recorded in the problem description once delivered by the logistics coordinator. Use this password to access the kiosk: miker0me0g0lfech0 Important: Check in upon arrival via WO button or Coordinator before you begin working on the kiosk. You must check out with Technical Support after install to verify in the portal that the kiosk is online, PC is deployed and operational Call 931-284-4999 and follow the prompts. Our Level II Support team must first verify the errors in the customer portal. Be prepared to give the Work Order number. Support Hours are Monday- Friday from 8:00 AM EST until 8:00 PM EST. Alt configuration link https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Alt%20Config/WI-ST-354%20Higi%20Alt%20Config%20Chassis%20Installation%20Process%20001%2010-02-2023.pdf WI-ST-354 Higi Alt Config Chassis Installation Process 001 10-02-2023.pdf
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01313026 (current) Invoiced
Installation • Mike Huffman
Created: Nov 4, 2025 • Closed: Nov 12, 2025
Completed with significant delays
Invoiced • 120 days old
🚨
Primary Delay 47.5 days stuck in "Ready to Bill"
⏱️
Total Delay 50.3 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
Production
1.9d / 2.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.5d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.9d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Billing Review
4.0d / 2.0d SLA
Ready to Bill
47.5d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11.13.25 hshaw - missing 7 quality pictures, chat jMurray - Quality Team.

11/12/25 lcoonrod

per email from Page:

confirmed delivered by carrier


11/11/2025 Mike Huffman. Oil changed in Enterprise van, drove to Akron.

11/5/25 lcoonrod

Per email from Page.

Our carrier preferred to p/u MON 11/10.

Attached BOL's for 5 pick up at Emsar MON 11/10, deliver DOCK-to-DOCK to 5 ACME FRESH locations on TUES 11/11. EMSAR to do installs 11/12-14.


Ready Date 11/7/25 BA

🔧 Work Performed
11/12/2025 Mike Huffman. Found the Higi in Pharmacy area. Installed the Higi. Completed the Installation checklist and obtained customer signature.
🔍 Technician Findings
Q9061-25010020 needs to be installed,
⚠️ Problem Description
Special Instructions: higi will pick up from Emsar GROUP 1 Special Instructions: higi will pick up from Emsar GROUP 1 This will be picked up by Higi in group 1 on 11/10/25. (updated from 11/7) Model of Kiosk new Alternate configuration Station How will higi connect to the internet Wifi Installation date 11/12/25 Additional Info or special requirements higi will pick up from Emsar GROUP 1 Link to the Work Instruction, required checklist on page 5 https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Forms/AllItems.aspx?id=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green%2FWI%2DST%2D345%20Higi%20Green%20Installation%20Process%2Epdf&parent=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green&p=true&ct=1724684970563&or=Teams%2DHL&ga=1 Technician MUST check out with a call to EMSAR’s Tech Support **IMPORTANT** Immediately upon accepting this installation/relocation work order, the Coordinator shall contact the site to make them aware of the installation date and approximate time for the installation. If the coordinator is unable to make contact, notify EMSAR account manager so HIGI can provide us with an alternate contact name and number. Verification of delivery will be recorded in the problem description once delivered by the logistics coordinator. Use this password to access the kiosk: miker0me0g0lfech0 Important: Check in upon arrival via WO button or Coordinator before you begin working on the kiosk. You must check out with Technical Support after install to verify in the portal that the kiosk is online, PC is deployed and operational Call 931-284-4999 and follow the prompts. Our Level II Support team must first verify the errors in the customer portal. Be prepared to give the Work Order number. Support Hours are Monday- Friday from 8:00 AM EST until 8:00 PM EST. Alt configuration link https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Alt%20Config/WI-ST-354%20Higi%20Alt%20Config%20Chassis%20Installation%20Process%20001%2010-02-2023.pdf WI-ST-354 Higi Alt Config Chassis Installation Process 001 10-02-2023.pdf
📄 Description
Higi Alternate Configuration Station WiFi

Timeline

📞
Case Linked Nov 4, 3:08 PM
Case Number: 00540911
Subject: CF-80833
Status: Closed
📋
▶
2 Work Order Created Nov 4, 3:17 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Nov 4, 3:38 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 20m
🏭
Status: Production by Bryan Allphin Nov 5, 11:55 AM
From: Awaiting Parts
To: Production
Duration in Previous: 20h 16m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Bryan Allphin Nov 6, 3:01 PM
From: Production
To: Ready for Scheduling
Duration in Previous: 1d 3h
👷
▶
4 Technician Assigned Nov 6, 3:07 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-12T13:00:00.000+0000
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
▶
2 Dispatch Scheduled Nov 6, 3:20 PM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-12T12:00:00.000+0000, 2025-11-12T13:00:00.000+0000
⏳ 3.0 business days
💵
Expenses Added Nov 11, 2:25 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
2x Labor Added Nov 11, 3:46 PM
Type: Labor, Travel
Status: Open
Qty: 7, 350
🔧
Status: Tech On Site by MICHAEL HUFFMAN Nov 12, 7:06 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 15h
⏱️
3x Labor Added Nov 12, 9:15 AM
Type: Labor, Travel
Status: Open
Qty: 1, 2.5, 6
✔️
Status: Completed by MICHAEL HUFFMAN Nov 12, 9:22 AM
From: Tech On Site
To: Completed
Duration in Previous: 2h 16m
🏁
Status: Closed by David Carvalho Nov 12, 4:16 PM
From: Completed
To: Closed
Duration in Previous: 6h 53m
💵
Status: Billing Review by Hannah Shaw Nov 13, 9:38 AM
From: Closed
To: Billing Review
Duration in Previous: 17h 21m
⏳ 4.0 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 18, 3:20 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 5d 5h
🚨 48.0 business days
📨
Status: Invoice Pending by Hannah Shaw Jan 29, 11:18 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 71d 19h
🧾
▶
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

Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Billing Review
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 47.5 business days (threshold: 1.0 business days)
Exceeded by 46.5 business days

🔗 Related Artifacts

📞
Case 00540911
Closed
📦
Parts Order 00084736
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Mike Huffman
Scheduled
Nov 12, 8:00 AM
Created
Nov 4, 3:17 PM
Invoice #
SM-252505

Work Details (6)

Name Type Status Qty Amount Date
WL-03003449 Expenses Open 1 $0.00 Nov 11, 2:25 PM
WL-03003577 Labor Open 7 $0.00 Nov 11, 3:46 PM
WL-03003578 Travel Open 350 $0.00 Nov 11, 3:46 PM
WL-03004278 Labor Open 1 $0.00 Nov 12, 9:15 AM
WL-03004279 Labor Open 2.5 $213.50 Nov 12, 9:15 AM
WL-03004280 Travel Open 6 $0.00 Nov 12, 9:15 AM

Details