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WO-01313299 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 1405 — 501 SE 18th Avenue, Boynton Beach FL, 33435

Nov 5, 2025 → Nov 10, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 12, 2025
✓ SLA Met (1 biz days early)
Active: 2 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 10, 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: L2 Screening
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Nov 5 → Nov 6, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 6 → Nov 10, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 10 → Nov 10, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
Created: Nov 5, 2025 Completed: Nov 10, 2025
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 5 → Nov 5 Created ▶ Running 0 0 / 4
Nov 5 → Nov 5 L2 Screening ▶ Running 0 0 / 4
Nov 5 → Nov 6 Awaiting Parts ⏸ Paused 1 —
Nov 6 → Nov 6 Ready for Scheduling ▶ Running 0 0 / 4
Nov 6 → Nov 10 Scheduled ▶ Running 2 2 / 4
Nov 10 → Nov 10 Tech On Site ▶ Running 0 2 / 4
Dispatch 0.0d
Material Management 1.6d
Coordinators 3.2d
Field Work 0.7d
✓ SLA Met
Dispatch
0.0 days
Material Management
1.6 days
Coordinators
3.2 days
Over SLA
Field Work
0.7 days
Created: Nov 5, 2025 Due: Nov 11, 2025 Completed: Nov 11, 2025 (on time)
📅
3.6 days Total Age
⏱️
2.9d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
0.9d over Total Delay
📦
2 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 #00541155
09 PC Issue
Closed
Use this password to access the kiosk: @!@ZT*7# 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
Sherry Reich
Created
Nov 5, 2025
Work Orders from this Case (1)
WO-01313299 (current) Invoiced
Repair • Robert Rivera
Created: Nov 5, 2025 • Closed: Nov 10, 2025
Completed with minor delays
Invoiced • 119 days old
🚨
Primary Delay 2.9 days stuck in "Scheduled"
⏱️
Total Delay 0.9 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
1.6d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Scheduled
2.9d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
0.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Replaced the PC and Network adapter
🔍 Technician Findings
Non bootable PC
⚠️ Problem Description
Tech will be sent a PC for replacement. Tech will be shipped replacement WIFI Adapter. Restore connectivity then verify kiosk is online by logging in as a customer and receiving email results back. Take a picture of account being logged in and attach to your Work Order Use this password to access the kiosk: @!@ZT*7# 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
Merge KMY Kiosk

Timeline

📞
Case Linked Nov 5, 9:53 AM
Case Number: 00541155
Subject: 09 PC Issue
Status: Closed
📋
▶
2 Work Order Created Nov 5, 2:15 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Nov 5, 2:30 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 13m
📅
Status: Ready for Scheduling by Jacob Jones Nov 6, 9:43 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 19h 13m
🗓️
▶
3 Status: Scheduled Nov 6, 12:03 PM
Status: Scheduled → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Ben Saur
Technician: Robert Rivera
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-11-10T14:00:00.000+0000, 2025-11-10T13:00:00.000+0000
📦
▶
2 Parts Requested Nov 6, 1:51 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
📅
Dispatch Scheduled by Abby Jinerson Nov 10, 1:18 PM
Scheduled For: 2025-11-10T18:00:00.000+0000, 2025-11-10T17:00:00.000+0000
🔧
Status: Tech On Site by Rob Rivera Nov 10, 1:39 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 1h
✔️
▶
2 Status: Completed Nov 10, 3:16 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 29
🏁
Status: Closed by Rob Rivera Nov 10, 9:03 PM
From: Completed
To: Closed
Duration in Previous: 5h 47m
📄
Status: Ready to Bill by Timothy Amburgey Nov 11, 9:12 AM
From: Closed
To: Ready to Bill
Duration in Previous: 12h 8m
📨
Status: Invoice Pending by Timothy Amburgey Nov 11, 11:23 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2h 10m
⏳ 4.0 business days
🧾
Invoice Created Nov 17, 9:07 AM
Invoice Number: SM-246183

Bottlenecks

Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 6.9 business hours

🔗 Related Artifacts

📞
Case 00541155
Closed
📦
Parts Order 00084816
Closed
📦
Parts Order 00084908
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Robert Rivera
Scheduled
Nov 10, 12:00 PM
Created
Nov 5, 2:15 PM
Invoice #
SM-246183

Work Details (6)

Name Type Status Qty Amount Date
WL-02998587 Parts Open 1 $0.00 Nov 6, 1:51 PM
WL-02998588 Parts Open 1 $0.00 Nov 6, 1:51 PM
WL-02998589 Expenses Open 1 $0.00 Nov 6, 1:51 PM
WL-03002294 Labor Open 1 $0.00 Nov 10, 3:20 PM
WL-03002295 Labor Open 1 $0.00 Nov 10, 3:20 PM
WL-03002296 Travel Open 29 $0.00 Nov 10, 3:20 PM

Details