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WO-01324286 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 1410 — 6767 US Highway 98 North, Lakeland FL, 33809

Dec 8, 2025 → Dec 11, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 12, 2025
✓ SLA Met (1 biz days early)
Active: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Dec 11, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 8 → Dec 8, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 8 → Dec 11, 2025
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Dec 8, 2025 Tech Off Site: Dec 11, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 8 → Dec 8 Created ▶ Running 0 0 / 4
Dec 8 → Dec 8 L2 Screening ▶ Running 0 0 / 4
Dec 8 → Dec 8 Awaiting Parts ⏸ Paused 0 —
Dec 8 → Dec 8 Ready for Scheduling ▶ Running 0 0 / 4
Dec 8 → Dec 8 Assigned ▶ Running 0 0 / 4
Dec 8 → Dec 11 Scheduled ▶ Running 3 3 / 4
Dec 11 → Dec 11 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.0d
Material Management 0.4d
Coordinators 3.5d
Field Work 0.1d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.4 days
Coordinators
3.5 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Dec 8, 2025 Due: Dec 11, 2025 Completed: Dec 11, 2025 (on time)
📅
3.9 days Total Age
⏱️
3.5d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
1.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549474
higi - 05
Closed
Use this password to access the kiosk:  JW6K3MG3 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
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Dec 6, 2025
Work Orders from this Case (1)
WO-01324286 (current) Invoiced
Repair • Robert Lewis
Created: Dec 8, 2025 • Closed: Dec 11, 2025
Completed with minor delays
Invoiced • 86 days old
🚨
Primary Delay 3.5 days stuck in "Scheduled"
⏱️
Total Delay 1.5 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
0.0d / 1.0d SLA
Awaiting Parts
0.4d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
3.5d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.2d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Set the the screen resolution, cleaned and calibrated the touchscreen. No parts were used.
🔍 Technician Findings
Touchscreen was not responding properly when touched.
⚠️ Problem Description
Tech will be shipped replacement Touchscreen nose assembly. Tech will replace all parts shipped, adjust resolution in resolution settings, calibrate, and restore functionality. Touchscreen should be set as main display. Touchscreen unresponsive Resolution settings 1440×900 / 60HZ top 800×600 / 60HZ bottom "Use this password to access the kiosk:  JW6K3MG3 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

📞
Case Linked Dec 6, 1:13 PM
Case Number: 00549474
Subject: higi - 05
Status: Closed
⏳ 1.0 business days
📋
▶
2 Work Order Created Dec 8, 11:44 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Dec 8, 12:05 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 21m
📅
Status: Ready for Scheduling by Jacob Jones Dec 8, 2:54 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2h 48m
👷
▶
3 Status: Assigned Dec 8, 3:08 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Abby Jinerson
Technician: Robert Lewis
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2025-12-11T17:30:00.000+0000, 2025-12-11T16:00:00.000+0000
📦
▶
2 Parts Requested Dec 8, 3:32 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 0, 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Robert Lewis Dec 11, 1:10 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 22h
🚗
6x Travel Added Dec 11, 1:34 PM
Type: Travel, Expenses, Labor
Status: Open
Qty: 58, 1, 1.16667, 60
🚗
▶
2 Status: Tech Off Site Dec 11, 2:11 PM
Status: Tech Off Site → Status: Closed
🏁
Status: Closed by Robert Lewis
From: Completed
To: Closed
Duration in Previous: 1m
📄
▶
2 Status: Ready to Bill Dec 11, 4:03 PM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4m
💰
Status: Invoiced by Hannah Shaw Dec 11, 4:09 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Dec 15, 2:59 PM
Invoice Number: SM-248796

Bottlenecks

Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00549474
Closed
📦
Parts Order 00086403
Closed
📦
Parts Order 00086431
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Robert Lewis
Scheduled
Dec 11, 12:30 PM
Created
Dec 8, 11:44 AM
Invoice #
SM-248796

Work Details (9)

Name Type Status Qty Amount Date
WL-03030328 Parts Open 0 $0.00 Dec 8, 3:32 PM
WL-03030329 Parts Open 0 $0.00 Dec 8, 3:32 PM
WL-03030330 Expenses Open 1 $0.00 Dec 8, 3:32 PM
WL-03034234 Travel Open 58 $0.00 Dec 11, 1:34 PM
WL-03034235 Expenses Open 1 $0.00 Dec 11, 1:34 PM
WL-03034236 Labor Open 1.16667 $0.00 Dec 11, 1:34 PM
WL-03034237 Labor Open 1 $0.00 Dec 11, 1:34 PM
WL-03034238 Travel Open 60 $0.00 Dec 11, 1:34 PM
WL-03034239 Labor Open 1 $0.00 Dec 11, 1:34 PM

Details