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WO-01313340 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Cub Pharmacy #1932 — 2100 Snelling Avenue North, Roseville MN, 55113

Nov 5, 2025 → Nov 7, 2025

🟡 At Risk
P4
SLA Clock
4 business days from creation · Target: Nov 12, 2025
✓ SLA Met (3 biz days early)
Active: 0 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 6, 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
▶ Clock Running
Status: Assigned
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
0d
▶ Clock Running
Status: Scheduled
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
Created: Nov 5, 2025 Completed: Nov 6, 2025
Business Days Used 0 / 4
0 4d budget
Show SLA Clock Detail (7 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 6 Assigned ▶ Running 0 0 / 4
Nov 6 → Nov 6 Scheduled ▶ Running 0 0 / 4
Nov 6 → Nov 6 Tech On Site ▶ Running 0 0 / 4
Dispatch 0.1d
Material Management 1.5d
Coordinators 0.4d
Field Work 1.8d
Billing 1.0d
✓ SLA Met
Dispatch
0.1 days
Material Management
1.5 days
Coordinators
0.4 days
Field Work
1.8 days
Over SLA
Billing
1.0 days
Created: Nov 5, 2025 Due: Nov 11, 2025 (114 days overdue)
📅
2.5 days Total Age
⏱️
1.7d in Completed Longest Stage
🔄
10 transitions Status Changes
⚠️
0.8d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00541236
higi - 09
Closed
Use this password to access the kiosk:  YM67N@Y9 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
Leona Coonrod
Created
Nov 5, 2025
Work Orders from this Case (1)
WO-01313340 (current) 10-Invoiced
Repair • Ronnie Salone
Created: Nov 5, 2025 • Closed: Nov 7, 2025
On Track
10-Invoiced • 119 days old
🚨
Primary Delay 1.7 days stuck in "Completed"
⏱️
Total Delay 0.8 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
0.1d / 1.0d SLA
Awaiting Parts
1.5d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
0.3d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
1.7d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
0.2d / 1.0d SLA
Invoice Pending
0.8d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/6/25 RS This unit was serviced today. The site WIFI Adapter was disconnected. New PC not needed. UPS is delayed in shipping parts due to crash in Louisville. This WO will be in serviced status until parts can be received within ServiceMax.


Unit is fully functional at this time. No follow up needed.

🔧 Work Performed
11/6/25 Traveled to site Reseated lCom adapter Restarted unit Now online. Called L2/ higi direct support and confirmed that this site is not on IOT network. Confirmed unit appears online in portal without changing PC
🔍 Technician Findings
Unit needed lCom adapter reseated
⚠️ Problem Description
Tech will be sent a PC for replacement. Tech must replace all parts of the PC kit. Regardless if PC is installed or not you must contact Level 2 support while onsite to verify errors as well as update portal and ServiceMax for used or unused PC parts. Special Instructions: Please restore network connectivity and confirm full functionality. Use this password to access the kiosk:  YM67N@Y9 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
Kiosk

Timeline

📞
Case Linked Nov 5, 11:20 AM
Case Number: 00541236
Subject: higi - 09
Status: Closed
📋
▶
2 Work Order Created Nov 5, 2:49 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 5, 3:16 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 26m
📅
Status: Ready for Scheduling by Jacob Jones Nov 6, 9:45 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 18h 28m
👷
▶
3 Technician Assigned Nov 6, 10:45 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-11T14:00:00.000+0000
📦
▶
2 Parts Requested Nov 6, 11:33 AM
Parts Requested → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
▶
2 Dispatch Scheduled Nov 6, 12:57 PM
Dispatch Scheduled → Status: Tech On Site
🔧
Status: Tech On Site by Ronnie Salone
From: Scheduled
To: Tech On Site
Duration in Previous: 2h 11m
⏱️
▶
2 2x Labor Added Nov 6, 1:02 PM
2x Labor Added → Travel Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 10
✔️
Status: Completed by Ronnie Salone Nov 6, 1:08 PM
From: Tech On Site
To: Completed
Duration in Previous: 10m
⏳ 2.0 business days
🏁
Status: Closed by Ronnie Salone Nov 7, 6:35 PM
From: Completed
To: Closed
Duration in Previous: 1d 5h
⏳ 1.7 business days
📄
Status: Ready to Bill by Timothy Amburgey Nov 10, 11:14 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 16h
💰
Status: Invoiced by Timothy Amburgey Nov 10, 12:43 PM
From: Ready to Bill, Invoiced
To: Invoiced, Invoice Pending
Duration in Previous: 1h 29m, 0m
⏳ 1.0 business days
📋
▶
2 Status: 10-Invoiced Nov 11, 4:29 PM
Status: 10-Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-246110

Bottlenecks

Completed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.9 business hours
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.4 business hours

🔗 Related Artifacts

📞
Case 00541236
Closed
📦
Parts Order 00084825
Closed
📦
Parts Order 00084885
Shipped

ℹ️ Work Order Details

Status
10-Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Ronnie Salone
Scheduled
Nov 6, 12:45 PM
Created
Nov 5, 2:49 PM
Invoice #
SM-246110

Work Details (4)

Name Type Status Qty Amount Date
WL-02998420 Expenses Open 1 $0.00 Nov 6, 11:33 AM
WL-02998525 Labor Open 0.25 $0.00 Nov 6, 1:02 PM
WL-02998526 Labor Open 0.25 $0.00 Nov 6, 1:02 PM
WL-02998538 Travel Open 10 $0.00 Nov 6, 1:06 PM

Details