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WO-01318548 ↗ ServiceMax

HIGI LLC • Connectivity • P4

📍 Publix 691 — 2162 Henderson Mill Road, Atlanta GA, 30345

Dec 3, 2025 → Dec 9, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 9, 2025
✓ SLA Met
Active: 3 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 9, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Dec 3 → Dec 4, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 4 → Dec 8, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 8 → Dec 9, 2025
1 business day (counted)
Running total: 3 of 4 biz days used
Created: Dec 3, 2025 Completed: Dec 9, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 3 → Dec 3 Created ▶ Running 0 0 / 4
Dec 3 → Dec 3 L2 Screening ▶ Running 0 0 / 4
Dec 3 → Dec 4 Awaiting Parts ⏸ Paused 1 —
Dec 4 → Dec 4 Ready for Scheduling ▶ Running 0 0 / 4
Dec 4 → Dec 4 Assigned ▶ Running 0 0 / 4
Dec 4 → Dec 8 Scheduled ▶ Running 2 2 / 4
Dec 8 → Dec 9 Tech On Site ▶ Running 1 3 / 4
Dispatch 0.4d
Material Management 1.1d
Coordinators 3.1d
Field Work 1.8d
Billing 1.6d
✓ SLA Met
Dispatch
0.4 days
Material Management
1.1 days
Coordinators
3.1 days
Over SLA
Field Work
1.8 days
Billing
1.6 days
Over SLA
Created: Dec 3, 2025 Due: Dec 9, 2025 Completed: Dec 9, 2025 (on time)
📅
4.5 days Total Age
⏱️
3.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
1.6d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548405
higi
Closed
Please restore network connectivity and confirm full functionality.
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Dec 3, 2025
Work Orders from this Case (1)
WO-01318548 (current) Invoiced
Connectivity • Cynthia G Deville
Created: Dec 3, 2025 • Closed: Dec 9, 2025
Completed with minor delays
Invoiced • 91 days old
🚨
Primary Delay 3.0 days stuck in "Scheduled"
⏱️
Total Delay 1.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.4d / 0.5d SLA
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
1.1d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
0.3d / 1.0d SLA
Ready to Bill
1.6d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Hard reset Powered on PC Kiosk boots up as expected Unplugged kiosk and waited 10 seconds Plugged kiosk back in, kiosk boots up as expected Functional test BP stop button working as expected Seat lock working as expected Seat lock release button working as expected Levelers on floor
🔍 Technician Findings
Kiosk PC not on
⚠️ 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 Tech will be sent Key to Kiosk. Use this password to access the kiosk:  HNY7Y9H7 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 Station with 3G installed

Timeline

📞
Case Linked Dec 3, 10:51 AM
Case Number: 00548405
Subject: higi
Status: Closed
📋
Work Order Created Dec 3, 2:57 PM
Work Order: WO-01318548
Type: Connectivity
Priority: P4
🔍
Status: L2 Screening by Leona Coonrod Dec 3, 5:55 PM
From: Entered
To: L2 Screening
Duration in Previous: 2h 58m
📦
▶
2 Parts Requested Dec 3, 6:01 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 5m
📅
Status: Ready for Scheduling by Robert Cox Dec 4, 8:31 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 14h 29m
👷
▶
3 Status: Assigned Dec 4, 9:05 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Cynthia G Deville
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-12-08T16:00:00.000+0000, 2025-12-08T15:00:00.000+0000
📦
Parts Requested Dec 4, 12:25 PM
Order: 00086229
Status: Closed
⏳ 3.0 business days
🔧
Status: Tech On Site by Cynthia Deville Dec 8, 4:55 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 7h
⏱️
▶
2 6x Labor Added Dec 8, 11:33 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Cynthia Deville
From: Tech On Site
To: Completed
Duration in Previous: 6h 40m
🏁
Status: Closed by Matthew Bateman Dec 9, 11:20 AM
From: Completed
To: Closed
Duration in Previous: 11h 45m
📄
Status: Ready to Bill by Timothy Amburgey Dec 9, 1:56 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2h 35m
📨
Status: Invoice Pending by Timothy Amburgey Dec 10, 8:57 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 19h 1m, 0m
⏳ 4.0 business days
🧾
Invoice Created Dec 15, 8:53 AM
Invoice Number: SM-248627

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.1 business hours

🔗 Related Artifacts

📞
Case 00548405
Closed
📦
Parts Order 00086192
Closed
📦
Parts Order 00086229
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Connectivity
Branch
N/A
Technician
Cynthia G Deville
Scheduled
Dec 8, 11:00 AM
Created
Dec 3, 2:57 PM
Invoice #
SM-248627

Work Details (6)

Name Type Status Qty Amount Date
WL-03030973 Labor Open 1 $0.00 Dec 8, 11:33 PM
WL-03030974 Labor Open 1 $0.00 Dec 8, 11:33 PM
WL-03030975 Labor Open 0.75 $0.00 Dec 8, 11:33 PM
WL-03030976 Expenses Open 1 $0.00 Dec 8, 11:33 PM
WL-03030977 Travel Open 21 $0.00 Dec 8, 11:33 PM
WL-03030978 Travel Open 20 $0.00 Dec 8, 11:33 PM

Details