Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01229037 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Harris County - Administration Building — 1001 Preston Street, Houston TX, 77002

Dec 30, 2024 → Dec 17, 2025

✅ Completed
PSM Last business day of December 2024
Target: Dec 31, 2024
🕐 Clock stopped: Completed (Dec 18)
✗ SLA Missed (351d late)
Holding 179.3d (excluded)
Coordinators 75.6d
Field Work 0.2d
Billing 3.0d
✗ SLA Missed
Holding (excluded from total)
179.3 days
Coordinators
75.6 days
Over SLA
Field Work
0.2 days
Billing
3.0 days
Over SLA
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Dec 18, 2025 (13 days early)
📅
252.5 days Total Age
⏱️
167.0d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
74.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 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 167.0 days stuck in "On Hold"
⏱️
Total Delay 74.2 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
179.3d
Assigned
67.6d / 0.5d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
8.0d / 2.0d SLA
Completed
0.2d / 1.0d SLA
Closed
2.1d / 1.0d SLA
WO Correction Needed
1.0d
Ready to Bill
2.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/18/25 CDempsey- notified Chane of correction needed.

12/08/2025 Updated contact per Higi. RFS


4/18 KHensley called to schedule for 4/25 WO-01229037 at 11 am and WO-01229038 at 12:30 pm. Busy tone came up. Placed both WOs on hold. Call logged on WO-01234234

1/29 KHensley called site to schedule for 2/12 at 1:30 pm. Unable to leave VM.

1/17 KHensley called site to schedule for 1/21 at 11 am. Unable to leave VM. 

🔧 Work Performed
12/17 CLacy- Preformed Preventative Maintenance service to the kiosk following manufacture specifications. Functional and safety testing completed. This unit is in proper working condition and is ready to return to service
🔍 Technician Findings
Kiosk is in proper working condition
⚠️ 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%20009%20DCR652.pdf
📄 Description
Higi Station Hardwired

Timeline

📋
Work Order Created Dec 30, 4:49 PM
Work Order: WO-01229037
Type: Preventive Maintenance
Priority: PSM
🚨 12.9 business days
👷
▶
2 Technician Assigned Jan 15, 2:30 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: On Hold
To: Assigned
Duration in Previous: 15d 21h
🚨 68.0 business days
🆕
Status: Entered by Kaitlyn Kelch Apr 18, 11:11 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 92d 19h, 0m
🚨 167.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Dec 8, 11:32 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 234d 1h
👷
▶
3 Status: Assigned Dec 8, 11:43 AM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HFAYSQA5, Chane Lacy
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-15T15:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 9, 9:59 AM
Scheduled For: 2025-12-11T19:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 11, 11:35 AM
Scheduled For: 2025-12-13T19:00:00.000+0000, 2025-12-15T19:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 15, 4:15 PM
Scheduled For: 2025-12-17T18:30:00.000+0000
⏳ 3.0 business days
⏱️
6x Labor Added Dec 17, 7:31 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 0.5, 1, 36
✔️
Status: Completed by Chane Lacy Dec 17, 7:39 PM
From: Scheduled
To: Completed
Duration in Previous: 9d 7h
🏁
Status: Closed by Chane Lacy Dec 17, 8:53 PM
From: Completed
To: Closed
Duration in Previous: 1h 13m
✏️
Status: WO Correction Needed by Timothy Amburgey Dec 18, 8:28 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 11h 35m
🏁
Status: Closed by Chane Lacy Dec 18, 6:01 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 9h 33m
📄
Status: Ready to Bill by Hannah Shaw Dec 19, 10:13 AM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 11m
⏳ 2.0 business days
📨
Status: Invoice Pending by Hannah Shaw Dec 22, 9:29 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2d 23h, 0m
⏳ 3.0 business days
🧾
Invoice Created Dec 24, 5:19 PM
Invoice Number: SM-249698

Bottlenecks

Assigned
Duration: 67.6 business days (threshold: 4.0 business hours)
Exceeded by 67.1 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.0 business hours
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Chane Lacy
Scheduled
Dec 17, 1:30 PM
Created
Dec 30, 4:49 PM
Invoice #
SM-249698

Work Details (6)

Name Type Status Qty Amount Date
WL-03041268 Labor Open 0.5 $0.00 Dec 17, 7:31 PM
WL-03041269 Labor Open 1 $0.00 Dec 17, 7:31 PM
WL-03041270 Labor Open 1 $0.00 Dec 17, 7:31 PM
WL-03041271 Expenses Open 1 $0.00 Dec 17, 7:31 PM
WL-03041272 Travel Open 1 $0.00 Dec 17, 7:31 PM
WL-03041273 Travel Open 36 $0.00 Dec 17, 7:31 PM

Details