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WO-01313298 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 766 — 251 Miracle Strip Parkway Se, Fort Walton Beach FL, 32549

Nov 5, 2025 → Nov 11, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 12, 2025
✓ SLA Met (1 biz days early)
Active: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 11, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 5 → Nov 5, 2025
0 business days (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Nov 5 → Nov 7, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 7 → Nov 11, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Nov 5, 2025 Completed: Nov 11, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 5 → Nov 5 Created ▶ Running 0 0 / 4
Nov 5 → Nov 5 Ready for Scheduling ▶ Running 0 0 / 4
Nov 5 → Nov 5 L2 Screening ▶ Running 0 0 / 4
Nov 5 → Nov 5 Awaiting Parts ⏸ Paused 0 —
Nov 5 → Nov 7 Ready for Scheduling ▶ Running 2 2 / 4
Nov 7 → Nov 7 Assigned ▶ Running 0 2 / 4
Nov 7 → Nov 11 Scheduled ▶ Running 1 3 / 4
Nov 11 → Nov 11 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Material Management 0.1d
Coordinators 4.5d
Billing 0.1d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.1 days
Coordinators
4.5 days
Over SLA
Billing
0.1 days
Created: Nov 5, 2025 Due: Nov 11, 2025 Completed: Nov 11, 2025 (on time)
📅
3.6 days Total Age
⏱️
2.5d in Ready for Scheduling Longest Stage
🔄
9 transitions Status Changes
⚠️
1.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00541156
weight scale
Closed
Weight Scale Use this password to access the kiosk: EP6#23YP 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
Client Form
Reason
New Case
Contact
N/A
Owner
Jessica Sells
Created
Nov 5, 2025
Work Orders from this Case (1)
WO-01313298 (current) Invoiced
Repair • Craig Walker
Created: Nov 5, 2025 • Closed: Nov 11, 2025
Completed with minor delays
Invoiced • 119 days old
🚨
Primary Delay 2.5 days stuck in "Ready for Scheduling"
⏱️
Total Delay 1.5 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
0.1d / 3.0d SLA
Ready for Scheduling
2.5d / 1.0d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/7/25 AJinerson - Still unable to assign WO to CWalker. Message to tech SUP MFranks for assistance.

11/6/25 AJinerson - Unable to assign WO to CWalker - giving skillset issue. Teams message to SUP SRamen for assistance.

Looking to schedule CWalker onsite 11/11.


11/5/2025jsells

spoke with John, LED working, store has a key

🔧 Work Performed
Replaced load cell and scale box. Moved scale box connection to another USB port and calibrated scale.
🔍 Technician Findings
Kiosk not allowing scale measurement to begin. Could not calibrate scale. After final calibration Kiosk continued to have same issue again. Was not able to execute final scale test.
⚠️ Problem Description
Tech will be sent a loadcell and Scale box Tech must replace all parts and restore functionality. Special Instructions: Heartbeat Missing "Weight Scale”. Weight Scale Use this password to access the kiosk: EP6#23YP 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 with 3G installed

Timeline

📞
Case Linked Nov 5, 9:54 AM
Case Number: 00541156
Subject: weight scale
Status: Closed
📋
▶
2 Work Order Created Nov 5, 2:14 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered, Ready for Scheduling
To: Ready for Scheduling, L2 Screening
Duration in Previous: 3m, 0m
📦
▶
2 Parts Requested Nov 5, 2:34 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 16m
📅
Status: Ready for Scheduling by Robert Cox Nov 5, 3:01 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 26m
⏳ 3.0 business days
👷
▶
3 Status: Assigned Nov 7, 9:22 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Craig Walker
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-11-11T18:00:00.000+0000, 2025-11-11T17:00:00.000+0000
📅
Dispatch Scheduled by Abby Jinerson Nov 7, 10:52 AM
Scheduled For: 2025-11-11T16:00:00.000+0000
🔩
4x Parts Added Nov 7, 11:08 AM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Craig Walker Nov 11, 10:31 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 1h
⏱️
2x Labor Added Nov 11, 10:37 AM
Type: Labor, Travel
Status: Open
Qty: 0.75, 24
⏱️
Labor Added Nov 11, 12:59 PM
Type: Labor
Status: Open
Qty: 2.75
⏱️
▶
3 Labor Added Nov 11, 1:54 PM
Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Craig Walker
From: Tech On Site
To: Completed
Duration in Previous: 3h 24m
🏁
Status: Closed by Craig Walker
From: Completed
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Timothy Amburgey Nov 12, 9:24 AM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 25m
📨
Status: Invoice Pending by Timothy Amburgey Nov 12, 10:12 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 48m, 0m
⏳ 4.0 business days
📦
▶
2 Parts Requested Nov 17, 1:35 PM
Parts Requested → Invoice Created
🧾
Invoice Created
Invoice Number: SM-246273

Bottlenecks

Ready for Scheduling
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00541156
Closed
📦
Parts Order 00084817
Closed
📦
Parts Order 00085423
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Craig Walker
Scheduled
Nov 11, 11:00 AM
Created
Nov 5, 2:14 PM
Invoice #
SM-246273

Work Details (8)

Name Type Status Qty Amount Date
WL-02999716 Parts Open 1 $0.00 Nov 7, 11:08 AM
WL-02999717 Parts Open 1 $0.00 Nov 7, 11:08 AM
WL-02999718 Parts Open 1 $0.00 Nov 7, 11:08 AM
WL-02999719 Expenses Open 1 $0.00 Nov 7, 11:08 AM
WL-03003072 Labor Open 0.75 $0.00 Nov 11, 10:37 AM
WL-03003073 Travel Open 24 $0.00 Nov 11, 10:37 AM
WL-03003289 Labor Open 2.75 $0.00 Nov 11, 12:59 PM
WL-03003392 Labor Open 3.75 $0.00 Nov 11, 1:54 PM

Details