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← WO Overview

WO-01316141 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 CVS 3170 — 6417 West Higgins Avenue, Chicago IL, 60656

Nov 18, 2025 → Jan 21, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 24, 2025
✗ SLA Missed (37 biz days late)
Active: 41 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 22, 2026)
SLA Target
▶ Clock Running
Status: Created
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Nov 18 → Nov 19, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
38d
▶ Clock Running
Status: Accepted
Nov 19 → Jan 16, 2026
38 business days (counted)
Running total: 38 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 38 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 16 → Jan 21, 2026
2 business days (counted)
Running total: 40 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 21 → Jan 22, 2026
1 business day (counted)
Running total: 41 of 4 biz days used
Created: Nov 18, 2025 Completed: Jan 22, 2026
Business Days Used 41 / 4
0 4d budget +37d over
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Nov 18 → Nov 18 Created ▶ Running 0 0 / 4
Nov 18 → Nov 18 L2 Screening ▶ Running 0 0 / 4
Nov 18 → Nov 19 Awaiting Parts ⏸ Paused 1 —
Nov 19 → Nov 19 Ready for Scheduling ▶ Running 0 0 / 4
Nov 19 → Nov 19 Assigned ▶ Running 0 0 / 4
Nov 19 → Jan 16 Accepted ▶ Running 38 38 / 4
Jan 16 → Jan 16 Assigned ▶ Running 0 38 / 4
Jan 16 → Jan 21 Scheduled ▶ Running 2 40 / 4
Jan 21 → Jan 22 Tech On Site ▶ Running 1 41 / 4
Dispatch 0.1d
Material Management 1.1d
Coordinators 3.6d
Field Work 0.6d
Billing 0.1d
✗ SLA Missed
Dispatch
0.1 days
Material Management
1.1 days
Coordinators
3.6 days
Over SLA
Field Work
0.6 days
Billing
0.1 days
Created: Nov 18, 2025 Due: Nov 24, 2025 Completed: Jan 22, 2026 (58 days late)
📅
41.3 days Total Age
⏱️
38.7d in Accepted Longest Stage
🔄
12 transitions Status Changes
⚠️
1.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with minor delays
Invoiced • 106 days old
🚨
Primary Delay 38.7 days stuck in "Accepted"
⏱️
Total Delay 1.0 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
1.1d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.5d / 0.5d SLA
Accepted
38.7d
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/16/26 RBerry- Parts shipped to APage. APage confirmed on 1/15/26 that he has the parts for this at his house. Reassigning to CGalasso to complete next week while in the area.


11/19/2025 CRamen No tech available. Send to WM

🔧 Work Performed
REPLACED TOWER LED; CLEANED UP AND CORRECTED ALL CABLING AT PC; NO PARTS USED, SENT 'EXTRA' MAGLOCK BACK IN SAME BOX; PM PER WI-ST-310; TESTED GOOD
🔍 Technician Findings
BP IN COM 3; PS2 SEAT CABLE NOT CONNECTED; SEAT MAGLOCK LAYING IN ARM REST FROM PRIOR WORK ORDER; UNIT OPERATIONAL; SEAT DOES NOT UNLOCK; AUDIO CABLE DISCONNECTED; TOWER LED FAILING
⚠️ Problem Description
Tech will be shipped replacement seat locking kit for this repair. Tech must have multimeter on site for repair. Tech will first need to call L2 for troubleshooting prior to replacing parts sent. Technician Findings Higi needed new seat locking issue Use this password to access the kiosk:  F6P!RG99 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 Green Kiosk with Verizon Cradle point Modem installed

Timeline

📋
▶
2 Work Order Created Nov 18, 5:27 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 18, 5:53 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 25m
📅
Status: Ready for Scheduling by Robert Cox Nov 19, 8:35 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 14h 41m
👷
▶
2 Technician Assigned Nov 19, 9:28 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 53m
🔩
2x Parts Added Nov 19, 12:21 PM
Type: Parts, Expenses
Status: Open
Qty: 0, 1
📋
Status: Accepted by Workmarket Integration Nov 19, 1:17 PM
From: Assigned
To: Accepted
Duration in Previous: 3h 49m
🚨 39.0 business days
👷
▶
4 Status: Assigned Jan 16, 10:30 AM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Rhea Berry
Technician: Chris Galasso
🗓️
Status: Scheduled by Rhea Berry
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2026-01-20T19:00:00.000+0000
📅
Dispatch Scheduled by Rhea Berry Jan 16, 10:51 AM
Scheduled For: 2026-01-21T15:00:00.000+0000
📅
Dispatch Scheduled by Rhea Berry Jan 16, 1:34 PM
Scheduled For: 2026-01-21T21:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Chris Galasso Jan 21, 3:16 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 4h
⏱️
▶
2 6x Labor Added Jan 21, 7:41 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Chris Galasso
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 26m, 0m
📄
Status: Ready to Bill by Hannah Shaw Jan 22, 10:27 AM
From: Closed
To: Ready to Bill
Duration in Previous: 14h 43m
📨
▶
2 Status: Invoice Pending Jan 22, 11:33 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 4.0 business days
📦
▶
2 Parts Requested Jan 27, 2:10 PM
Parts Requested → Invoice Created
🧾
Invoice Created
Invoice Number: SM-251869

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📦
Parts Order 00085538
Closed
📦
Parts Order 00089118
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Chris Galasso
Scheduled
Jan 21, 4:00 PM
Created
Nov 18, 5:27 PM
Invoice #
SM-251869

Work Details (8)

Name Type Status Qty Amount Date
WL-03013097 Parts Open 0 $0.00 Nov 19, 12:21 PM
WL-03013098 Expenses Open 1 $0.00 Nov 19, 12:21 PM
WL-03074222 Labor Open 1 $0.00 Jan 21, 7:41 PM
WL-03074223 Labor Open 2 $0.00 Jan 21, 7:41 PM
WL-03074224 Labor Open 1 $0.00 Jan 21, 7:41 PM
WL-03074225 Travel Open 24 $0.00 Jan 21, 7:41 PM
WL-03074226 Travel Open 10 $0.00 Jan 21, 7:41 PM
WL-03074227 Parts Open 1 $0.00 Jan 21, 7:41 PM

Details