Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01227567 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Stop & Shop 642 — 747 Pine Street, Forrestville CT, 06010

Dec 30, 2024 → Dec 17, 2025

✅ Completed
PSM Last business day of December 2024
Target: Dec 31, 2024
🕐 Clock stopped: Completed (Dec 17)
⏸ 56d excluded (parts wait + holding)
✗ SLA Missed (295d late)
Holding 233.2d (excluded)
Coordinators 24.1d
Billing 1.8d
✗ SLA Missed
Holding (excluded from total)
233.2 days
Coordinators
24.1 days
Over SLA
Billing
1.8 days
Over SLA
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Dec 17, 2025 (14 days early)
📅
252.3 days Total Age
⏱️
126.0d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
18.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 500 days old
🚨
Primary Delay 126.0 days stuck in "On Hold"
⏱️
Total Delay 18.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
192.3d
Ready for Release
41.0d
Scheduled
21.3d / 2.0d SLA
Reschedule
1.0d / 2.0d SLA
Ready for Scheduling
1.6d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Closed
0.0d / 1.0d SLA
Ready to Bill
1.8d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/4 KSmith -- FSE needed to reschedule due to a personal matter. FSE requested 12/17. Shawn approved. Stephanie R is aware

11/20/2025 Corrected location. Retail. Please PM


5/29 KSmith -- FSE went onsite and verified this unit is not at this location

🔧 Work Performed
**PM Completed. **Lightly dusted inside and outside of higi **Checked and calibrated audio & volume, BP, touch screen and weight bench. **Wiped down higi with disinfectant cleaner **Tested for functionality **Completed full test successfully **Verified/Changed BIOS setting to “POWER ON”
🔍 Technician Findings
Unit in service
⚠️ 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-01227567
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
🚨 41.0 business days
👷
▶
3 Technician Assigned May 27, 12:24 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Release, Assigned
To: Assigned, Scheduled
Duration in Previous: 56d 0h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-05-28T17:00:00.000+0000
⏳ 2.0 business days
🔄
Status: Reschedule by Pete Ramos May 28, 11:13 PM
From: Scheduled
To: Reschedule
Duration in Previous: 1d 10h
⏸️
Status: On Hold by Kourtney Smith May 29, 10:11 AM
From: Reschedule
To: On Hold
Duration in Previous: 10h 57m
🚨 126.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Nov 20, 2:26 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 175d 5h
👷
▶
2 Technician Assigned Nov 21, 9:57 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 30m
🗓️
▶
2 Status: Scheduled Nov 21, 11:37 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-04T14:00:00.000+0000
⚠️ 9.0 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 3, 10:35 AM
Scheduled For: 2025-12-04T16:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 4, 10:47 AM
Scheduled For: 2025-12-17T14:00:00.000+0000
🚨 10.0 business days
⏱️
▶
2 3x Labor Added Dec 17, 12:18 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 26d 0h, 0m
📄
Status: Ready to Bill by Timothy Amburgey Dec 17, 12:44 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21m
📨
Status: Invoice Pending by Timothy Amburgey Dec 18, 8:32 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 19h 47m, 0m
⏳ 2.0 business days
🧾
Invoice Created Dec 21, 12:41 AM
Invoice Number: SM-249336

Bottlenecks

Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 2.8 business hours
Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours
Scheduled
Duration: 18.9 business days (threshold: 2.0 business days)
Exceeded by 16.9 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.3 business hours

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Luis Torres
Scheduled
Dec 17, 9:00 AM
Created
Dec 30, 4:47 PM
Invoice #
SM-249336

Work Details (3)

Name Type Status Qty Amount Date
WL-03040546 Labor Open 1.16667 $0.00 Dec 17, 12:18 PM
WL-03040547 Travel Open 22 $0.00 Dec 17, 12:18 PM
WL-03040548 Labor Open 1 $0.00 Dec 17, 12:18 PM

Details