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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315615 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Acme Fresh Market 15 — 3979 Medina Rd. (Rt. 18), Akron OH, 44333

Nov 17, 2025 → Nov 21, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 21, 2025
✗ SLA Missed
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Nov 21, 2025)
SLA Target
▶ Clock Running
Status: Created
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 17 → Nov 18, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 18 → Nov 21, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Nov 17, 2025 Completed: Nov 21, 2025
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 17 → Nov 17 Created ▶ Running 0 0 / 4
Nov 17 → Nov 17 L2 Screening ▶ Running 0 0 / 4
Nov 17 → Nov 18 Ready for Scheduling ▶ Running 1 1 / 4
Nov 18 → Nov 18 Assigned ▶ Running 0 1 / 4
Nov 18 → Nov 21 Scheduled ▶ Running 3 4 / 4
Nov 21 → Nov 21 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.2d
Coordinators 5.3d
Field Work 0.1d
Billing 0.0d
✗ SLA Missed
Dispatch
0.2 days
Coordinators
5.3 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Nov 17, 2025 Due: Nov 21, 2025 Completed: Nov 21, 2025 (on time)
📅
4.5 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
2.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544465
Closed
Blood Pressure Use this password to access the kiosk: 72XAW@H2 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 17, 2025
Work Orders from this Case (1)
WO-01315615 (current) Invoiced
Repair • Dustin Antolin
Created: Nov 17, 2025 • Closed: Nov 21, 2025
Completed with minor delays
Invoiced • 107 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 2.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
L2 Screening
0.1d / 1.0d SLA
Ready for Scheduling
1.3d / 1.0d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Reseated power cable and rebooted kiosk. Completed full functionality test.
🔍 Technician Findings
Power cable for cuff was unplugged.
⚠️ Problem Description
Send tech to investigate, must have all proper tools. Blood Pressure Use this password to access the kiosk: 72XAW@H2 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 Alternate Configuration Station WiFi

Timeline

📞
Case Linked Nov 17, 2:02 PM
Case Number: 00544465
Subject:
Status: Closed
📋
Work Order Created Nov 17, 2:43 PM
Work Order: WO-01315615
Type: Repair
Priority: P4
🔍
Status: L2 Screening by Jessica Sells Nov 17, 3:37 PM
From: Entered
To: L2 Screening
Duration in Previous: 53m
📅
Status: Ready for Scheduling by Emmanuel Morales Nov 17, 4:15 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 37m
👷
▶
3 Technician Assigned Nov 18, 9:14 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 16h 59m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-21T14:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Charles Ramen Nov 19, 7:03 PM
Scheduled For: 2025-11-20T18:00:00.000+0000
⏳ 2.6 business days
📅
▶
2 Dispatch Scheduled Nov 21, 8:52 AM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-21T16:00:00.000+0000, 2025-11-21T17:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen Nov 21, 9:02 AM
Scheduled For: 2025-11-21T18:30:00.000+0000
🔧
Status: Tech On Site by Dustin Antolin Nov 21, 3:58 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 6h
⏱️
▶
2 5x Labor Added Nov 21, 4:53 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Dustin Antolin
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 55m, 0m
⏳ 1.9 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 24, 1:58 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 21h
📨
▶
2 Status: Invoice Pending Nov 24, 2:09 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created Nov 25, 11:21 AM
Invoice Number: SM-247451

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours

🔗 Related Artifacts

📞
Case 00544465
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Dustin Antolin
Scheduled
Nov 21, 1:30 PM
Created
Nov 17, 2:43 PM
Invoice #
SM-247451

Work Details (5)

Name Type Status Qty Amount Date
WL-03016879 Labor Open 1.3333333333333 $0.00 Nov 21, 4:53 PM
WL-03016880 Labor Open 1 $0.00 Nov 21, 4:53 PM
WL-03016881 Labor Open 0.5 $0.00 Nov 21, 4:53 PM
WL-03016882 Travel Open 60 $0.00 Nov 21, 4:53 PM
WL-03016883 Travel Open 20 $0.00 Nov 21, 4:53 PM

Details