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WO-01327467 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Stop&Shop 94 — 935 Riverdale Street, West Springfield MA, 01089

Dec 19, 2025 → Dec 29, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 26, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 29, 2025)
SLA Target
1d
▶ Clock Running
Status: Created
Dec 19 → Dec 22, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 22 → Dec 22, 2025
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 22 → Dec 29, 2025
4 business days (counted)
Running total: 5 of 4 biz days used
Created: Dec 19, 2025 Completed: Dec 29, 2025
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 19 → Dec 22 Created ▶ Running 1 1 / 4
Dec 22 → Dec 22 L2 Screening ▶ Running 0 1 / 4
Dec 22 → Dec 22 Awaiting Parts ⏸ Paused 0 —
Dec 22 → Dec 22 Ready for Scheduling ▶ Running 0 1 / 4
Dec 22 → Dec 22 Assigned ▶ Running 0 1 / 4
Dec 22 → Dec 29 Scheduled ▶ Running 4 5 / 4
Dispatch 1.6d
Material Management 0.1d
Coordinators 4.9d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
1.6 days
Over SLA
Material Management
0.1 days
Coordinators
4.9 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Dec 19, 2025 Due: Dec 26, 2025 Completed: Dec 29, 2025 (2 days late)
📅
5.6 days Total Age
⏱️
4.6d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
3.7d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552879
higi - WO-01326394
Closed
Weight Scale
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Dec 18, 2025
Work Orders from this Case (1)
WO-01327467 (current) Invoiced
Repair • Luis Torres
Created: Dec 19, 2025 • Closed: Dec 29, 2025
Completed with minor delays
Invoiced • 75 days old
🚨
Primary Delay 4.6 days stuck in "Scheduled"
⏱️
Total Delay 3.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.6d / 0.5d SLA
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
0.1d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Scheduled
4.6d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.3d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/19/25 lcoonrod

Asked that we call back on Monday. They are very busy.

12/19/25 lcoonrod

Pharm advised that they are busy, please call back in 30 minutes. (WM tech was out yesterday to replace BP cuff. cannot confirm with him if he checked the scale. Need pharm to check weight and confirm if it is working and correct.)

🔧 Work Performed
**Replaced load cell assembly **Function & cycle tested to confirm no other issues.
🔍 Technician Findings
Unit in service
⚠️ Problem Description
Tech will be sent a loadcell and Scale box Tech must replace all parts and restore functionality. Use this password to access the kiosk: T2HZE3QL 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 18, 1:39 PM
Case Number: 00552879
Subject: higi - WO-01326394
Status: Closed
⏳ 2.0 business days
📋
Work Order Created Dec 19, 2:11 PM
Work Order: WO-01327467
Type: Repair
Priority: P4
⏳ 2.0 business days
🔍
Status: L2 Screening by Kimberly Hardison Dec 22, 11:08 AM
From: Entered
To: L2 Screening
Duration in Previous: 2d 20h
📦
▶
2 Parts Requested Dec 22, 11:24 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 15m
📅
Status: Ready for Scheduling by Robert Cox Dec 22, 11:53 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 29m
👷
▶
3 Technician Assigned Dec 22, 2:17 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2h 24m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-26T17:00:00.000+0000
📦
▶
2 Parts Requested Dec 23, 11:09 AM
Parts Requested → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🚗
5x Travel Added Dec 26, 5:39 PM
Type: Travel, Labor
Status: Open
Qty: 11, 0.33333333333333, 53, 0.91666666666667, 1.75
⏳ 1.8 business days
✔️
▶
2 Status: Completed Dec 29, 8:17 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Luis Torres
From: Completed
To: Closed
Duration in Previous: 1m
📄
▶
2 Status: Ready to Bill Dec 29, 10:22 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 3m, 0m
⚠️ 5.0 business days
🧾
Invoice Created Jan 5, 11:58 AM
Invoice Number: SM-250037

Bottlenecks

Entered
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days

🔗 Related Artifacts

📞
Case 00552879
Closed
📦
Parts Order 00087096
Closed
📦
Parts Order 00087183
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Luis Torres
Scheduled
Dec 26, 12:00 PM
Created
Dec 19, 2:11 PM
Invoice #
SM-250037

Work Details (7)

Name Type Status Qty Amount Date
WL-03046112 Parts Open 1 $0.00 Dec 23, 11:09 AM
WL-03046114 Expenses Open 1 $0.00 Dec 23, 11:09 AM
WL-03048315 Travel Open 11 $0.00 Dec 26, 5:39 PM
WL-03048316 Labor Open 0.33333333333333 $0.00 Dec 26, 5:39 PM
WL-03048317 Travel Open 53 $0.00 Dec 26, 5:39 PM
WL-03048318 Labor Open 0.91666666666667 $0.00 Dec 26, 5:39 PM
WL-03048319 Labor Open 1.75 $0.00 Dec 26, 5:39 PM

Details