Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01227575 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Stop & Shop 722 — 850 Manton Avenue, Providence RI, 02909

Dec 30, 2024 → Dec 23, 2025

✅ Completed
PSM Last business day of December 2024
Target: Dec 31, 2024
🕐 Clock stopped: Completed (Dec 23)
⏸ 56d excluded (parts wait + holding)
✗ SLA Missed (301d late)
Holding 233.2d (excluded)
Coordinators 28.0d
Billing 0.0d
✗ SLA Missed
Holding (excluded from total)
233.2 days
Coordinators
28.0 days
Over SLA
Billing
0.0 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Dec 23, 2025 (8 days early)
📅
256.3 days Total Age
⏱️
126.0d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
21.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 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 21.9 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
25.3d / 2.0d SLA
Reschedule
1.0d / 2.0d SLA
Ready for Scheduling
1.6d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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, 4:48 PM
Work Order: WO-01227575
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: 2025-05-28T18:00:00.000+0000
⏳ 2.0 business days
🔄
Status: Reschedule by Pete Ramos May 28, 11:14 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 56m
🚨 126.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Nov 20, 2:29 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 175d 5h
👷
▶
2 Status: Assigned Nov 21, 9:59 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
📅
▶
2 Dispatch Scheduled Nov 21, 11:29 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1h 29m
⏳ 3.0 business days
📅
Dispatch Scheduled by Kourtney Smith Nov 25, 4:56 PM
Scheduled For: 2025-12-12T19:30:00.000+0000
🚨 10.9 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 9, 9:04 AM
Scheduled For: 2025-12-12T19:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Dec 9, 9:46 AM
Scheduled For: 2025-12-22T19:00:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith Dec 9, 10:06 AM
Scheduled For: 2025-12-12T19:00:00.000+0000
⏳ 4.9 business days
📅
Dispatch Scheduled by Matthew Bateman Dec 15, 7:17 AM
Scheduled For: 2025-12-24T19:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 18, 9:43 AM
Scheduled For: 2025-12-23T19:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Luis Torres Dec 23, 1:21 PM
Scheduled For: 2025-12-23T23:30:00.000+0000
🚗
▶
2 5x Travel Added Dec 23, 6:21 PM
5x Travel Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 32d 6h, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 24, 9:52 AM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 29m
📨
Status: Invoice Pending by Hannah Shaw Dec 24, 10:10 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 18m, 0m
⏳ 3.0 business days
🧾
Invoice Created Dec 26, 5:45 PM
Invoice Number: SM-249889

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 4.5 business hours
Scheduled
Duration: 22.9 business days (threshold: 2.0 business days)
Exceeded by 20.9 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 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 23, 6:30 PM
Created
Dec 30, 4:48 PM
Invoice #
SM-249889

Work Details (5)

Name Type Status Qty Amount Date
WL-03046698 Travel Open 10 $0.00 Dec 23, 6:21 PM
WL-03046699 Labor Open 1.16667 $0.00 Dec 23, 6:21 PM
WL-03046700 Labor Open 2.83333 $0.00 Dec 23, 6:21 PM
WL-03046701 Travel Open 100 $0.00 Dec 23, 6:21 PM
WL-03046702 Labor Open 0.5 $0.00 Dec 23, 6:21 PM

Details