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WO-01324864 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Cub Pharmacy #1591 — 1920 Buerkle Rd, White Bear Lake MN, 55110

Dec 10, 2025 → Dec 15, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 16, 2025
✓ SLA Met (1 biz days early)
Active: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 15, 2025)
SLA Target
▶ Clock Running
Status: Created
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: L2 Screening
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
⏸0d
⏸ Clock Paused
Status: Awaiting Parts
Dec 11 → Dec 11, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 11 → Dec 15, 2025
2 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Scheduled
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Dec 10, 2025 Completed: Dec 15, 2025
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Dec 10 → Dec 10 Created ▶ Running 0 0 / 4
Dec 10 → Dec 11 L2 Screening ▶ Running 1 1 / 4
Dec 11 → Dec 11 Awaiting Parts ⏸ Paused 0 —
Dec 11 → Dec 11 Ready for Scheduling ▶ Running 0 1 / 4
Dec 11 → Dec 11 Assigned ▶ Running 0 1 / 4
Dec 11 → Dec 15 Scheduled ▶ Running 2 3 / 4
Dec 15 → Dec 15 Tech On Site ▶ Running 0 3 / 4
Dec 15 → Dec 15 Scheduled ▶ Running 0 3 / 4
Dec 15 → Dec 15 Tech On Site ▶ Running 0 3 / 4
Dispatch 1.5d
Material Management 1.0d
Coordinators 2.7d
Field Work 0.3d
Billing 1.4d
✓ SLA Met
Dispatch
1.5 days
Over SLA
Material Management
1.0 days
Coordinators
2.7 days
Over SLA
Field Work
0.3 days
Billing
1.4 days
Over SLA
Created: Dec 10, 2025 Due: Dec 16, 2025 Completed: Dec 15, 2025 (1 days early)
📅
3.5 days Total Age
⏱️
2.6d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
1.5d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Ronnie Salone — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 15, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550501
higi - possible repair 1st call
Closed
need to call and confirm working showing online after reboot.
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Dec 10, 2025
Work Orders from this Case (1)
WO-01324864 (current) Invoiced
Repair • Ronnie Salone
Created: Dec 10, 2025 • Closed: Dec 15, 2025
Completed with minor delays
Invoiced • 84 days old
🚨
Primary Delay 2.6 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
1.5d / 1.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
2.7d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
0.2d / 1.0d SLA
Ready to Bill
1.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
12/15/25 Traveled to site Evaluated unit Found that unit was online when I arrived. The sound was not functioning upon arrival. Contacted L2 to discuss current status of PC/network/sound. Replaced PC Tested unit Found that the user functions worked fine. The sound was still not working. I contacted L2 to troubleshoot sound issue. I sent screenshots to L2. L2 will deploy PC and work with Pharmacy staff to further troubleshoot sound issue. Traveled from site Closed WO
🔍 Technician Findings
Unit needed new PC
⚠️ Problem Description
"Tech must investigate issue before replacing Parts. If unable to resolve with original parts installed please follow below steps. Tech will be sent a PC for replacement. Tech must replace all parts of the PC kit. 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. Use this password to access the kiosk:  6NAXKKNN 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
Kiosk

Timeline

📞
Case Linked Dec 10, 9:29 AM
Case Number: 00550501
Subject: higi - possible repair 1st call
Status: Closed
📋
▶
2 Work Order Created Dec 10, 2:39 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Dec 11, 3:09 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 12h 27m
📅
▶
4 Status: Ready for Scheduling Dec 11, 2:32 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Technician Assigned by Charles Ramen
Technician: a0hF00000048VleIAE, Ronnie Salone
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-12-16T15:00:00.000+0000
🔩
2x Parts Added Dec 11, 3:04 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
📅
Dispatch Scheduled by Ronnie Salone Dec 13, 9:42 AM
Scheduled For: 2025-12-15T20:00:00.000+0000
⏳ 1.0 business days
📅
▶
2 Dispatch Scheduled Dec 15, 9:21 AM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Ronnie Salone
Scheduled For: 2025-12-15T16:00:00.000+0000
🔧
▶
2 Status: Tech On Site Dec 15, 10:38 AM
Status: Tech On Site → Dispatch Scheduled
📅
Dispatch Scheduled by Ronnie Salone
Scheduled For: 2025-12-15T15:45:00.000+0000
🔧
Status: Tech On Site by Ronnie Salone Dec 15, 12:09 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1h 30m
⏱️
5x Labor Added Dec 15, 2:00 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 20, 1
✔️
Status: Completed by Ronnie Salone Dec 15, 2:10 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 1m, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 15, 3:29 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 18m
📨
▶
2 Status: Invoice Pending Dec 16, 9:35 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 4.0 business days
🧾
Invoice Created Dec 19, 4:51 PM
Invoice Number: SM-249156

Bottlenecks

L2 Screening
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.4 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

📞
Case 00550501
Closed
📦
Parts Order 00086603
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Ronnie Salone
Scheduled
Dec 15, 10:45 AM
Created
Dec 10, 2:39 PM
Invoice #
SM-249156

Work Details (7)

Name Type Status Qty Amount Date
WL-03034408 Parts Open 1 $0.00 Dec 11, 3:04 PM
WL-03034409 Expenses Open 1 $0.00 Dec 11, 3:04 PM
WL-03038047 Labor Open 0.5 $0.00 Dec 15, 2:00 PM
WL-03038048 Travel Open 20 $0.00 Dec 15, 2:00 PM
WL-03038049 Labor Open 0.5 $0.00 Dec 15, 2:00 PM
WL-03038050 Labor Open 1 $0.00 Dec 15, 2:00 PM
WL-03038051 Travel Open 20 $0.00 Dec 15, 2:00 PM

Details