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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01329655 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Northeastern Illinois University - Aetna — 3701 W. Bryn Mawr Ave., Chicago IL, 60659

Jan 6, 2026 → Feb 11, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed
Active: 5 biz days
Paused: 20 biz days
🕐 Clock stopped: Tech Off Site (Feb 11, 2026)
▶ Clock Running
Status: Created
Jan 6 → Jan 7, 2026
1 business day (counted)
Running total: 1 of ? biz days used
⏸20d
⏸ Clock Paused
Status: Ready for Release
Jan 7 → Feb 5, 2026
20 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 1 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 11, 2026
4 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 5 of ? biz days used
Created: Jan 6, 2026 Tech Off Site: Feb 11, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 6 → Jan 7 Created ▶ Running 1 1
Jan 7 → Feb 5 Ready for Release ⏸ Paused 20 —
Feb 5 → Feb 5 Ready for Scheduling ▶ Running 0 1
Feb 5 → Feb 5 Assigned ▶ Running 0 1
Feb 5 → Feb 11 Scheduled ▶ Running 4 5
Feb 11 → Feb 11 Tech On Site ▶ Running 0 5
Holding 22.6d (excluded)
Coordinators 4.5d
Field Work 1.0d
Billing 0.5d
✗ SLA Missed
Holding (excluded from total)
22.6 days
Coordinators
4.5 days
Over SLA
Field Work
1.0 days
Billing
0.5 days
Created: Jan 6, 2026 Due: Feb 15, 2026 Completed: Feb 11, 2026 (4 days early)
📅
25.6 days Total Age
⏱️
21.0d in Ready for Release Longest Stage
🔄
12 transitions Status Changes
⚠️
4.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with minor delays
Invoiced • 57 days old
🚨
Primary Delay 21.0 days stuck in "Ready for Release"
⏱️
Total Delay 4.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
1.6d
Ready for Release
21.0d
Ready for Scheduling
0.3d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.2d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.9d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.8d / 1.0d SLA
WO Correction Needed
0.3d
Ready to Bill
0.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2.16.26 hshaw - missing PM checklist

2-10-26 JK Spoke with contact and we are schedule for 2-11-26


2/10/2026 Sramen - sent chatter to Selfscheduling FSE to ensure this is a confirmed schedule. No logged call/email. Received email from CBakkemo that Higi is watching this one and we need to make sure we have confirmed schedule.

02/05/2026 Missed this PM last year. Please schedule as soon as possible. Contact updated. BACKUP CONTACT: Brian Cordero -  b-cordero@neiu.edu

🔧 Work Performed
Performed PM on unit per service bulletin successfully.
🔍 Technician Findings
Unit needed to have PM completed. Kiosk was online
⚠️ Problem Description
Please Perform a PM on this Kiosk and attach all required photos from the PM Checklist Note this is a Non-retail account and requires a call to schedule. Please navigate to the location page for contact details Regardless if a PM was completed or not a Checklist and photos are required as well as a signed field service report for every work order If a follow up is needed: Confirm with Tech support, select New issue, enter in the troubleshooting performed and part needed for the follow up in the follow up notes field Trunk stock work order: email dispatch@emsar.com with current work order # and the description of the repair that is required to be performed prior to PM completion (Example LED lights, bamboo seat replacement, Leveler replacement etc. all parts that can be found in your trunk stock ) Link to Work Instructions & Checklist on last page: SZZT (Higi Green) https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Green/WI-ST-310%20Higi%20Green%20Preventative%20Maintenance.pdf
📄 Description
Higi Station WI-FI

Timeline

📋
Work Order Created Jan 6, 2:13 PM
Work Order: WO-01329655
Type: Preventive Maintenance
Priority: PSM
✅
Status: Ready for Release by Stephanie Ramen Jan 7, 10:06 AM
From: On Hold
To: Ready for Release
Duration in Previous: 19h 53m
🚨 21.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Feb 5, 2:37 PM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 29d 4h
👷
▶
4 Technician Assigned Feb 5, 5:07 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 30m
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-13T14:00:00.000+0000
⏳ 3.9 business days
📅
Dispatch Scheduled by Jonathan Kuehl Feb 10, 5:05 PM
Scheduled For: 2026-02-11T13:00:00.000+0000
🔧
Status: Tech On Site by Jonathan Kuehl Feb 11, 10:14 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 17h
🚗
Status: Tech Off Site by Jonathan Kuehl Feb 11, 11:11 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 56m
✔️
Status: Completed by Jonathan Kuehl Feb 11, 6:13 PM
From: Tech Off Site
To: Completed
Duration in Previous: 7h 2m
⏱️
▶
2 4x Labor Added Feb 11, 6:19 PM
4x Labor Added → Status: Closed
🏁
Status: Closed by Jonathan Kuehl
From: Completed
To: Closed
Duration in Previous: 8m
⏳ 2.7 business days
✏️
Status: WO Correction Needed by Hannah Shaw Feb 15, 11:03 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 4d 4h
🏁
Status: Closed by Jonathan Kuehl Feb 16, 9:10 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 22h 6m
⏳ 1.1 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 18, 1:04 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 3h
📨
▶
2 Status: Invoice Pending Feb 18, 3:11 AM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254248

Bottlenecks

Scheduled
Duration: 4.2 business days (threshold: 2.0 business days)
Exceeded by 2.2 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.1 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Jon Kuehl
Scheduled
Feb 11, 8:00 AM
Created
Jan 6, 2:13 PM
Invoice #
SM-254248

Work Details (4)

Name Type Status Qty Amount Date
WL-03101796 Labor Open 1.2833333333333 $0.00 Feb 11, 6:19 PM
WL-03101797 Labor Open 0.95 $0.00 Feb 11, 6:19 PM
WL-03101798 Expenses Open 1 $0.00 Feb 11, 6:19 PM
WL-03101799 Travel Open 37 $0.00 Feb 11, 6:19 PM

Details