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← WO Overview

WO-01324883 ↗ ServiceMax

HIGI LLC • Support • P4

📍 Renova Technology, Inc. — 1425 Oakbrook Drive Suite 600, Norcross GA, 30093

Dec 10, 2025 → Jan 7, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 16, 2025
✗ SLA Missed (14 biz days late)
Active: 18 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 7, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 11 → Dec 11, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 11 → Dec 12, 2025
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
16d
▶ Clock Running
Status: Scheduled
Dec 12 → Jan 7, 2026
16 business days (counted)
Running total: 18 of 4 biz days used
Created: Dec 10, 2025 Completed: Jan 7, 2026
Business Days Used 18 / 4
0 4d budget +14d over
Show SLA Clock Detail (6 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 12 Ready for Scheduling ▶ Running 1 2 / 4
Dec 12 → Dec 12 Assigned ▶ Running 0 2 / 4
Dec 12 → Jan 7 Scheduled ▶ Running 16 18 / 4
Dispatch 1.5d
Material Management 0.7d
Coordinators 18.8d
Billing 0.3d
✗ SLA Missed
Dispatch
1.5 days
Over SLA
Material Management
0.7 days
Coordinators
18.8 days
Over SLA
Billing
0.3 days
Created: Dec 10, 2025 Due: Dec 16, 2025 Completed: Jan 7, 2026 (21 days late)
📅
18.5 days Total Age
⏱️
16.7d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
16.2d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550586
FW: Monitors Ready For Rework
Closed
Can you please have a WO created to send these parts out. 871-0001-02R- 2ea 871-0001-03R- 6ea Please reference RMA HIGI-111225-001 during shipping.
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Sherry Reich
Created
Dec 10, 2025
Work Orders from this Case (1)
WO-01324883 (current) Invoiced
Support • Brendan Chaney
Created: Dec 10, 2025 • Closed: Jan 7, 2026
Completed with significant delays
Invoiced • 84 days old
🚨
Primary Delay 16.7 days stuck in "Scheduled"
⏱️
Total Delay 16.2 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
0.7d / 3.0d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
16.7d / 2.0d SLA
Closed
0.0d / 1.0d SLA
Ready to Bill
0.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/12/2025 Sramen - in the Weekly Higi Internal Ops Sync teams meeting, spoke with NFloyd and she instructed to assign to Brendan Chaney.

12/12/25 RBerry- Sent teams message to SRamen stating:

WO-01324883- Who should this WO be assigned to? 



12/11/25 AJinerson - Confirmed w/ SUP that ASC does not need to do anything w/ this WO.

🔧 Work Performed
Parts shipped for rework
🔍 Technician Findings
Parts shipped for rework
⚠️ Problem Description
Can you please have a WO created to send these parts out. 871-0001-02R- 2ea 871-0001-03R- 6ea Please reference RMA HIGI-111225-001 during shipping.

Timeline

📞
Case Linked Dec 10, 11:53 AM
Case Number: 00550586
Subject: FW: Monitors Ready For Rework
Status: Closed
📋
▶
2 Work Order Created Dec 10, 2:51 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Dec 11, 3:30 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 12h 37m
📅
Status: Ready for Scheduling by Robert Cox Dec 11, 9:15 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5h 45m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 12, 12:45 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Stephanie Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 3h
📅
▶
2 Dispatch Scheduled Dec 12, 1:18 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Brendan Chaney
From: Assigned
To: Scheduled
Duration in Previous: 33m
📦
▶
2 Parts Requested Dec 12, 1:36 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 2, 6, 1
🚨 17.0 business days
✔️
▶
2 Status: Completed Jan 7, 8:16 AM
Status: Completed → Status: Ready to Bill
📄
Status: Ready to Bill by Brendan Chaney
From: Closed
To: Ready to Bill
Duration in Previous: 0m
📨
▶
2 Status: Invoice Pending Jan 7, 10:24 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
⚠️ 9.0 business days
🧾
Invoice Created Jan 20, 10:07 AM
Invoice Number: SM-250660

Bottlenecks

L2 Screening
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 16.7 business days (threshold: 2.0 business days)
Exceeded by 14.7 business days

🔗 Related Artifacts

📞
Case 00550586
Closed
📦
Parts Order 00086606
Closed
📦
Parts Order 00086701
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Support
Branch
N/A
Technician
Brendan Chaney
Scheduled
Dec 12, 12:00 PM
Created
Dec 10, 2:51 PM
Invoice #
SM-250660

Work Details (3)

Name Type Status Qty Amount Date
WL-03035974 Parts Open 2 $0.00 Dec 12, 1:36 PM
WL-03035975 Parts Open 6 $0.00 Dec 12, 1:36 PM
WL-03035976 Expenses Open 1 - Dec 12, 1:36 PM

Details