Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01227516 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Shop Rite 633 — 616 White Horse Pike, Absecon NJ, 08201

Dec 30, 2024 → Dec 13, 2025

✅ Completed
PSM Last business day of December 2024
Target: Dec 31, 2024
🕐 Clock stopped: Invoiced (Dec 13)
⏸ 131d excluded (parts wait + holding)
✗ SLA Missed (216d late)
Dispatch 2.8d
Holding 161.2d (excluded)
Coordinators 48.0d
Field Work 0.9d
Billing 4.1d
✗ SLA Missed
Dispatch
2.8 days
Over SLA
Holding (excluded from total)
161.2 days
Coordinators
48.0 days
Over SLA
Field Work
0.9 days
Billing
4.1 days
Over SLA
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Dec 13, 2025 (18 days early)
📅
249.3 days Total Age
⏱️
95.0d in Ready for Release Longest Stage
🔄
11 transitions Status Changes
⚠️
49.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 500 days old
🚨
Primary Delay 95.0 days stuck in "Ready for Release"
⏱️
Total Delay 49.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
66.3d
Ready for Release
95.0d
Assigned
0.0d / 0.5d SLA
Scheduled
48.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
4.0d / 2.0d SLA
L2 Review
36.3d
L2 Screening
2.8d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/21/25 NFLOYD - Field verification confirms serial mismatch — physical SN on kiosk: KMY-120416650-573; Higi Admin Portal shows KMY-120328650-573. Correction required

The deployed Kiosk ID/Merge ID STILL NEEDS TO BE CONFIRMED

The correct SN on the deployed unit is KMY-120416650-573


10/21/25 lcoonrod sent teams to Nicole.


10/20/25 lcoonrod sent chatter to Nicole regarding SN not matching.


10.16.25 Hshaw - actual SN# KMY-120416650-573. pic attached

🔧 Work Performed
Unplug the unit Lightly dusted inside and outside, wipe down unit with disinfectant cleaner. Plug in the unit, the PC does not power up Check the power cord, power strip and split power cable for voltage it's getting 120V AC. Plug it out and in a few times, the PC not working, the LED light not lit, both fans are not spinning inside it. PC not powering up, it need to be replaced Monitor calibration, weight and BP test were not performed
🔍 Technician Findings
The SN on the WO does not match the SN on the Kiosk The SN on the Kiosk is KMY-120416650-573 Upon arrival Kiosk was functioning normal After unplug out then plug in the unit the PC does not work
⚠️ Problem Description
Please Perform a PM on this Kiosk and attach all required photos from Checklist 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%20009%20DCR652.pdf
📄 Description
Merge KMY Kiosk

Timeline

📋
Work Order Created Dec 30, 4:47 PM
Work Order: WO-01227516
Type: Preventive Maintenance
Priority: PSM
🚨 66.9 business days
✅
Status: Ready for Release by Stephanie Ramen Apr 1, 12:17 PM
From: On Hold
To: Ready for Release
Duration in Previous: 91d 18h
🚨 95.0 business days
👷
▶
4 Status: Assigned Aug 11, 9:14 AM
Status: Assigned → Technician Assigned → Status: Scheduled → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Curtis Allen
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-08-15T17:45:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Aug 12, 1:17 PM
Scheduled For: 2025-08-27T17:45:00.000+0000
⚠️ 9.0 business days
📅
Dispatch Scheduled by Kourtney Smith Aug 22, 8:49 AM
Scheduled For: 2025-09-15T17:45:00.000+0000
🚨 15.0 business days
📅
Dispatch Scheduled by Kourtney Smith Sep 11, 8:44 AM
Scheduled For: 2025-09-22T17:45:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kourtney Smith Sep 16, 12:39 PM
Scheduled For: 2025-09-30T17:45:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Kourtney Smith Sep 24, 12:12 PM
Scheduled For: 2025-10-06T17:45:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 2, 8:28 AM
Scheduled For: 2025-10-09T17:45:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 3, 4:24 PM
Scheduled For: 2025-10-14T17:45:00.000+0000
⚠️ 5.9 business days
📅
Dispatch Scheduled by Kourtney Smith Oct 10, 8:24 AM
Scheduled For: 2025-10-20T17:45:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Oct 10, 8:30 AM
Scheduled For: 2025-10-15T17:45:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Curtis Allen Oct 15, 1:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 65d 3h
⏱️
5x Labor Added Oct 15, 8:22 PM
Type: Labor, Travel
Status: Open
Qty: 0.083333333333333, 1, 2.5, 2.2, 113
✔️
Status: Completed by Curtis Allen Oct 15, 8:38 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 32m, 0m
💵
Status: Billing Review by Hannah Shaw Oct 16, 10:39 AM
From: Closed
To: Billing Review
Duration in Previous: 13h 59m
⏳ 4.0 business days
👀
Status: L2 Review by Nicole Floyd Oct 21, 5:26 PM
From: Billing Review
To: L2 Review
Duration in Previous: 5d 6h
🚨 36.8 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Dec 10, 12:35 PM
From: L2 Review, Ready for Scheduling
To: Ready for Scheduling, L2 Screening
Duration in Previous: 49d 20h, 0m
⏳ 3.0 business days
🏁
Status: Closed by Emmanuel Morales Dec 13, 1:51 AM
From: L2 Screening
To: Closed
Duration in Previous: 2d 13h
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Dec 15, 9:15 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 7h
📨
▶
2 Status: Invoice Pending Dec 15, 10:20 AM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249101

Bottlenecks

Scheduled
Duration: 48.0 business days (threshold: 2.0 business days)
Exceeded by 46.0 business days
Billing Review
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
L2 Screening
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Curtis Allen
Scheduled
Oct 15, 1:45 PM
Created
Dec 30, 4:47 PM
Invoice #
SM-249101

Work Details (5)

Name Type Status Qty Amount Date
WL-02972300 Labor Open 0.083333333333333 $0.00 Oct 15, 8:22 PM
WL-02972301 Labor Open 1 $0.00 Oct 15, 8:22 PM
WL-02972302 Labor Open 2.5 $0.00 Oct 15, 8:22 PM
WL-02972303 Travel Open 2.2 $0.00 Oct 15, 8:22 PM
WL-02972304 Travel Open 113 $0.00 Oct 15, 8:22 PM

Details