Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01318824 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Sam's Club #4783 — 5150 N Garland Ave, Garland TX, 75040

Dec 4, 2025 → Dec 11, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 10, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 10, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Dec 4 → Dec 5, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 5 → Dec 10, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Dec 4, 2025 Completed: Dec 10, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 4 → Dec 4 Created ▶ Running 0 0 / 4
Dec 4 → Dec 4 L2 Screening ▶ Running 0 0 / 4
Dec 4 → Dec 5 Awaiting Parts ⏸ Paused 1 —
Dec 5 → Dec 5 Ready for Scheduling ▶ Running 0 0 / 4
Dec 5 → Dec 5 Assigned ▶ Running 0 0 / 4
Dec 5 → Dec 10 Scheduled ▶ Running 3 3 / 4
Dec 10 → Dec 10 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.1d
Material Management 1.3d
Coordinators 4.0d
Field Work 1.8d
✗ SLA Missed
Dispatch
0.1 days
Material Management
1.3 days
Coordinators
4.0 days
Over SLA
Field Work
1.8 days
Over SLA
Created: Dec 4, 2025 Due: Dec 10, 2025 Completed: Dec 11, 2025 (on time)
📅
5.4 days Total Age
⏱️
3.9d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
2.1d 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 #00548775
higi - possible repair 1st call
Closed
This station has not contacted the server in over 24 hours. If it does not contact the server in 8 calendar days, it will be removed from the station locator.
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Dec 4, 2025
Work Orders from this Case (1)
WO-01318824 (current) Invoiced
Repair • Zachary Stieben
Created: Dec 4, 2025 • Closed: Dec 11, 2025
Completed with minor delays
Invoiced • 90 days old
🚨
Primary Delay 3.9 days stuck in "Scheduled"
⏱️
Total Delay 2.1 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
1.3d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
3.9d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
1.2d / 1.0d SLA
Closed
0.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Installed new PC. Touchscreen is still non functional. Contacted Emsar Level 2 tech support. Emsar Level 2 advised to close work order and create follow up.
🔍 Technician Findings
12/10/2025 Zachary Stieben arrived on site. Found Higi Kiosk PC non functional.
⚠️ Problem Description
Tech will be sent a PC for replacement. Tech must replace PC kit but do not transfer graphics card from old to new PC. Regardless if PC is installed or not you must contact Level 2 support while onsite to verify errors as well as update portal and ServiceMax for used or unused PC parts Tech will be sent Key to Kiosk Use this password to access the kiosk:  4A*TEN64 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 4G installed

Timeline

📞
Case Linked Dec 4, 9:21 AM
Case Number: 00548775
Subject: higi - possible repair 1st call
Status: Closed
📋
Work Order Created Dec 4, 3:32 PM
Work Order: WO-01318824
Type: Repair
Priority: P4
🔍
Status: L2 Screening by Leona Coonrod Dec 4, 3:37 PM
From: Entered
To: L2 Screening
Duration in Previous: 5m
📦
▶
2 Parts Requested Dec 4, 4:30 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 52m
📅
Status: Ready for Scheduling by Jacob Jones Dec 5, 11:15 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 18h 44m
👷
▶
3 Technician Assigned Dec 5, 11:42 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 27m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-10T21:00:00.000+0000
📦
▶
2 Parts Requested Dec 5, 1:45 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Zachary Stieben Dec 10, 12:40 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 0h
🚗
2x Travel Added Dec 10, 2:25 PM
Type: Travel
Status: Open
Qty: 28, 10
⏱️
3x Labor Added Dec 10, 4:58 PM
Type: Labor
Status: Open
Qty: 0.66666666666667, 2, 0.5
✔️
Status: Completed by Zachary Stieben Dec 10, 5:05 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 25m
🏁
Status: Closed by Zachary Stieben Dec 11, 7:32 AM
From: Completed
To: Closed
Duration in Previous: 14h 26m
📄
Status: Ready to Bill by Timothy Amburgey Dec 11, 9:11 AM
From: Closed, Ready to Bill, Invoice Pending
To: Ready to Bill, Invoice Pending, Invoiced
Duration in Previous: 1h 39m, 0m
⏳ 3.0 business days
🧾
Invoice Created Dec 15, 1:53 PM
Invoice Number: SM-248728

Bottlenecks

Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Completed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.9 business hours

🔗 Related Artifacts

📞
Case 00548775
Closed
📦
Parts Order 00086281
Closed
📦
Parts Order 00086332
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Zachary Stieben
Scheduled
Dec 10, 4:00 PM
Created
Dec 4, 3:32 PM
Invoice #
SM-248728

Work Details (8)

Name Type Status Qty Amount Date
WL-03028061 Parts Open 1 $0.00 Dec 5, 1:45 PM
WL-03028062 Parts Open 1 $0.00 Dec 5, 1:45 PM
WL-03028063 Expenses Open 1 $0.00 Dec 5, 1:45 PM
WL-03033033 Travel Open 28 $0.00 Dec 10, 2:25 PM
WL-03033034 Travel Open 10 $0.00 Dec 10, 2:25 PM
WL-03033280 Labor Open 0.66666666666667 $0.00 Dec 10, 4:58 PM
WL-03033281 Labor Open 2 $0.00 Dec 10, 4:58 PM
WL-03033282 Labor Open 0.5 $0.00 Dec 10, 4:58 PM

Details