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← WO Overview

WO-01313587 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix Store 97 — 23965 Us Highway 27, Lake Wales FL, 33853

Nov 6, 2025 → Nov 11, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 13, 2025
✓ SLA Met (2 biz days early)
Active: 1 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Nov 11, 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
1d
▶ Clock Running
Status: Scheduled
Nov 7 → Nov 11, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
Created: Nov 6, 2025 Tech Off Site: Nov 11, 2025
Business Days Used 1 / 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 11 Scheduled ▶ Running 1 1 / 4
Nov 11 → Nov 11 Tech On Site ▶ Running 0 1 / 4
Dispatch 0.1d
Material Management 1.1d
Coordinators 2.2d
Billing 0.1d
✓ SLA Met
Dispatch
0.1 days
Material Management
1.1 days
Coordinators
2.2 days
Billing
0.1 days
Created: Nov 6, 2025 Due: Nov 12, 2025 Completed: Nov 11, 2025 (1 days early)
📅
2.2 days Total Age
⏱️
2.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
✅
On time Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed on schedule
Invoiced • 118 days old
🚨
Primary Delay 2.0 days stuck in "Scheduled"

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
1.1d / 3.0d SLA
Ready for Scheduling
0.2d / 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

11/12/25 NFloyd - I have informed Higi of this situation. Please hold all future CFs and repair requests until we receive confirmation from the location POC that the construction is complete and that they are ready to place the station back into operation

🔧 Work Performed
The pharmacy area is still under construction and the kiosk is not plugged in. They said you can call the store next week to get an update on when they expect to be finished with the repairs.
🔍 Technician Findings
The kiosk was unplugged. Pharmacy is being remodeled.
⚠️ Problem Description
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: #64PL#*4 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

📋
▶
2 Work Order Created Nov 6, 5:14 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 3m
📦
▶
2 Parts Requested Nov 6, 6:00 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 42m
📅
Status: Ready for Scheduling by Robert Cox Nov 7, 9:27 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 15h 26m
👷
▶
4 Status: Assigned Nov 7, 11:16 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Robert Lewis
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-11-11T14:30:00.000+0000, 2025-11-11T13:00:00.000+0000
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2025-11-11T17:00:00.000+0000, 2025-11-11T15:30:00.000+0000, 2025-11-11T18:00:00.000+0000, 2025-11-11T16:30:00.000+0000, 2025-11-11T16:00:00.000+0000, 2025-11-11T17:30:00.000+0000
🔩
4x Parts Added Nov 7, 12:10 PM
Type: Parts, Expenses
Status: Open
Qty: 0, 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Robert Lewis Nov 11, 3:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 3h
🚗
Status: Tech Off Site by Robert Lewis Nov 11, 4:01 PM
From: Tech On Site, Tech Off Site
To: Tech Off Site, Completed
Duration in Previous: 1h 1m, 0m
🚗
6x Travel Added Nov 11, 4:57 PM
Type: Travel, Expenses, Labor
Status: Open
Qty: 56, 1, 1.25, 65
🏁
Status: Closed by Robert Lewis Nov 11, 5:33 PM
From: Completed
To: Closed
Duration in Previous: 1h 31m
📄
Status: Ready to Bill by Timothy Amburgey Nov 12, 9:26 AM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 53m
📨
Status: Invoice Pending by Timothy Amburgey Nov 12, 10:13 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 46m, 0m
🚨 21.0 business days
🧾
Invoice Created Dec 12, 3:01 PM
Invoice Number: SM-246273

Bottlenecks

✅ No bottlenecks detected

🔗 Related Artifacts

📦
Parts Order 00084944
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Robert Lewis
Scheduled
Nov 11, 12:30 PM
Created
Nov 6, 5:14 PM
Invoice #
SM-246273

Work Details (10)

Name Type Status Qty Amount Date
WL-02999820 Parts Open 0 $0.00 Nov 7, 12:10 PM
WL-02999821 Parts Open 0 $0.00 Nov 7, 12:10 PM
WL-02999822 Parts Open 0 $0.00 Nov 7, 12:10 PM
WL-02999823 Expenses Open 1 $0.00 Nov 7, 12:10 PM
WL-03003716 Travel Open 56 $0.00 Nov 11, 4:57 PM
WL-03003717 Expenses Open 1 $0.00 Nov 11, 4:57 PM
WL-03003718 Labor Open 1.25 $0.00 Nov 11, 4:57 PM
WL-03003719 Labor Open 1.25 $0.00 Nov 11, 4:57 PM
WL-03003720 Labor Open 1 $0.00 Nov 11, 4:57 PM
WL-03003721 Travel Open 65 $0.00 Nov 11, 4:57 PM

Details