Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01313487 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 447 — 1120 Bichara Boulevard, The Villages FL, 32159

Nov 6, 2025 → Nov 12, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 13, 2025
✓ SLA Met (1 biz days early)
Active: 2 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Nov 12, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Nov 6 → Nov 7, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 7 → Nov 12, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
Created: Nov 6, 2025 Tech Off Site: Nov 12, 2025
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 6 → Nov 6 Created ▶ Running 0 0 / 4
Nov 6 → Nov 6 L2 Screening ▶ Running 0 0 / 4
Nov 6 → Nov 7 Awaiting Parts ⏸ Paused 1 —
Nov 7 → Nov 7 Ready for Scheduling ▶ Running 0 0 / 4
Nov 7 → Nov 7 Assigned ▶ Running 0 0 / 4
Nov 7 → Nov 12 Scheduled ▶ Running 2 2 / 4
Nov 12 → Nov 12 Tech On Site ▶ Running 0 2 / 4
Dispatch 0.1d
Material Management 1.7d
Coordinators 2.9d
Field Work 0.2d
Billing 2.0d
✓ SLA Met
Dispatch
0.1 days
Material Management
1.7 days
Coordinators
2.9 days
Over SLA
Field Work
0.2 days
Billing
2.0 days
Over SLA
Created: Nov 6, 2025 Due: Nov 11, 2025 Completed: Nov 12, 2025 (on time)
📅
3.8 days Total Age
⏱️
2.6d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
2.4d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00541711
PC issue
Closed
Use this password to access the kiosk: EW%*K#9K 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
Phone
Reason
New Case
Contact
N/A
Owner
Jessica Sells
Created
Nov 6, 2025
Work Orders from this Case (1)
WO-01313487 (current) Invoiced
Repair • Robert Lewis
Created: Nov 6, 2025 • Closed: Nov 12, 2025
Completed with minor delays
Invoiced • 118 days old
🚨
Primary Delay 2.6 days stuck in "Scheduled"
⏱️
Total Delay 2.4 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
1.7d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Scheduled
2.6d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.8d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/7/25 AJinerson - WO created 11/6 but not released until 11/7 due 11/11.

Discussed w/ tech sup. We do not have availability for 11/11 but confirmed w/ tech sup, schedule for 1 day after. (11/12).


11/6/2025jsells

spoke with Coleen, touchscreen is displaying windows addition, american mega trend, LED working, store has a key

🔧 Work Performed
Replaced the PC, set the screen resolution and calibrated the touchscreen.
🔍 Technician Findings
Kiosk was functioning normally.
⚠️ Problem Description
Tech will be sent a PC for replacement. Use this password to access the kiosk: EW%*K#9K 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 6, 12:32 PM
Case Number: 00541711
Subject: PC issue
Status: Closed
📋
▶
2 Work Order Created Nov 6, 12:42 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Nov 6, 1:07 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 24m
📅
Status: Ready for Scheduling by Jacob Jones Nov 7, 12:00 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 22h 52m
👷
▶
3 Technician Assigned Nov 7, 2:35 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2h 34m, 0m
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-11-12T15:00:00.000+0000
🔩
3x Parts Added Nov 7, 3:42 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
⏱️
Labor Added Nov 12, 11:08 AM
Type: Labor
Status: Open
Qty: 1.58333
🔧
Status: Tech On Site by Robert Lewis Nov 12, 11:20 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 20h
🚗
▶
2 Status: Tech Off Site Nov 12, 12:20 PM
Status: Tech Off Site → Status: Completed
✔️
Status: Completed by Robert Lewis
From: Tech Off Site
To: Completed
Duration in Previous: 1m
⏱️
▶
2 4x Labor Added Nov 12, 12:30 PM
4x Labor Added → Status: Closed
🏁
Status: Closed by Robert Lewis
From: Completed
To: Closed
Duration in Previous: 11m
📄
Status: Ready to Bill by Hannah Shaw Nov 13, 9:49 AM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 17m
📨
Status: Invoice Pending by Timothy Amburgey Nov 14, 8:47 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 22h 57m, 0m
⏳ 3.0 business days
📦
Parts Requested Nov 18, 2:50 PM
Order: 00085504
Status: Closed
🧾
Invoice Created Nov 18, 3:50 PM
Invoice Number: SM-246660

Bottlenecks

Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.4 business hours
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.5 business hours
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00541711
Closed
📦
Parts Order 00084897
Closed
📦
Parts Order 00085504
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Robert Lewis
Scheduled
Nov 12, 10:00 AM
Created
Nov 6, 12:42 PM
Invoice #
SM-246660

Work Details (8)

Name Type Status Qty Amount Date
WL-03000175 Parts Open 1 $0.00 Nov 7, 3:42 PM
WL-03000176 Parts Open 1 $0.00 Nov 7, 3:42 PM
WL-03000177 Expenses Open 1 $0.00 Nov 7, 3:42 PM
WL-03004470 Labor Open 1.58333 $0.00 Nov 12, 11:08 AM
WL-03004555 Labor Open 1.5 $0.00 Nov 12, 12:30 PM
WL-03004556 Travel Open 50 $0.00 Nov 12, 12:30 PM
WL-03004557 Travel Open 51 $0.00 Nov 12, 12:30 PM
WL-03004558 Labor Open 1 $0.00 Nov 12, 12:30 PM

Details