Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01227571 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Stop & Shop 631 — 215 Glastonbury Blvd, Glastonbury CT, 06033

Dec 30, 2024 → Dec 11, 2025

✅ Completed
PSM Last business day of December 2024
Target: Dec 31, 2024
🕐 Clock stopped: Completed (Dec 11)
⏸ 2d excluded (parts wait + holding)
✗ SLA Missed (343d late)
Holding 159.1d (excluded)
Coordinators 16.7d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Holding (excluded from total)
159.1 days
Coordinators
16.7 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Dec 11, 2025 (20 days early)
📅
248.3 days Total Age
⏱️
105.0d in On Hold Longest Stage
🔄
11 transitions Status Changes
⚠️
13.5d 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 105.0 days stuck in "On Hold"
⏱️
Total Delay 13.5 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
155.3d
Canceled
76.5d
Ready for Release
3.9d
Ready for Scheduling
1.6d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
14.9d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.2d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/20/2025: Corrected address. Retail. Please PM


6/27 KSmith -- FSE was previously onsite at this location and there is only one unit there (KMY-120630950-662). This location is showing multiple units there (most are still on hold status), but FSE was onsite for a repair and found this location only has one unit (KMY-120630950-662)

06/24/2025 JRolston - Moving from cancelled to "Ready for Release" per instruction from Jessica Foley. PM had been cancelled and combined with repair, FSE never went to site, repair handled via phone.

🔧 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, 4:48 PM
Work Order: WO-01227571
Type: Preventive Maintenance
Priority: PSM
🚨 50.9 business days
🚫
Status: Canceled by Sherry Reich Mar 10, 4:14 PM
From: On Hold
To: Canceled
Duration in Previous: 69d 22h
🚨 77.0 business days
✅
Status: Ready for Release by John Rolston Jun 24, 1:04 PM
From: Canceled
To: Ready for Release
Duration in Previous: 105d 20h
⏳ 4.0 business days
⏸️
Status: On Hold by Kourtney Smith Jun 27, 8:26 AM
From: Ready for Release
To: On Hold
Duration in Previous: 2d 19h
🚨 105.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Nov 20, 2:20 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 146d 6h
👷
▶
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 37m
🗓️
▶
2 Status: Scheduled Nov 21, 11:36 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-11-26T16:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Nov 21, 1:59 PM
Scheduled For: 2025-12-09T16:00:00.000+0000
⚠️ 9.0 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 3, 1:03 PM
Scheduled For: 2025-12-11T16:00:00.000+0000
⚠️ 7.0 business days
⏱️
▶
3 3x Labor Added Dec 11, 2:02 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Luis Torres
From: Scheduled
To: Completed
Duration in Previous: 20d 2h
🏁
Status: Closed by Luis Torres
From: Completed
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Hannah Shaw Dec 11, 4:02 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 57m
📨
▶
2 Status: Invoice Pending Dec 11, 4:08 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Dec 13, 3:44 PM
Invoice Number: SM-248796

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.7 business hours
Scheduled
Duration: 14.9 business days (threshold: 2.0 business days)
Exceeded by 12.9 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Luis Torres
Scheduled
Dec 11, 11:00 AM
Created
Dec 30, 4:48 PM
Invoice #
SM-248796

Work Details (3)

Name Type Status Qty Amount Date
WL-03034314 Labor Open 1.08333 $0.00 Dec 11, 2:02 PM
WL-03034315 Labor Open 1.16667 $0.00 Dec 11, 2:02 PM
WL-03034316 Travel Open 42 $0.00 Dec 11, 2:02 PM

Details