Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01229040 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Harry R. Hanley Building - Aetna — 2300 S Dirksen Pkwy, Springfield IL, 62703

Dec 30, 2024 → Dec 16, 2025

✅ Completed
PSM Last business day of December 2024
Target: Dec 31, 2024
🕐 Clock stopped: Completed (Dec 17)
⏸ 136d excluded (parts wait + holding)
✗ SLA Missed (214d late)
Holding 247.2d (excluded)
Coordinators 6.9d
Field Work 0.6d
Billing 0.0d
✗ SLA Missed
Holding (excluded from total)
247.2 days
Coordinators
6.9 days
Over SLA
Field Work
0.6 days
Billing
0.0 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Dec 17, 2025 (14 days early)
📅
251.4 days Total Age
⏱️
99.0d in Ready for Release Longest Stage
🔄
9 transitions Status Changes
⚠️
4.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...
Completed with minor delays
Invoiced • 500 days old
🚨
Primary Delay 99.0 days stuck in "Ready for Release"
⏱️
Total Delay 4.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
148.2d
Ready for Release
99.0d
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
6.9d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/8 KKelch called Brian to schedule for 12/15 between 12 and 2 pm. Customer confirmed. 

08/15/2025 LHill-Placing the work order on hold and escalating to the account manager for contact confirmation. There is no contact listed on the work order, and while a contact is listed under the location, it is unclear if they are the appropriate point of contact.


08/15/2025 LHill-LM at 217-557-0581 for Zack Valenti to confirm equipment & contact.  


12/8/2025 Updated contact. RFS


08/14/2025 LHill-LM at 217-557-0581  for Zack Valenti to confirm equipment & contact.   

 

08/13/2025 LHill-LM at 217-557-0581 for Zack Valenti to confirm equipment & contact.  


 08/13/2025 LHill-spoke with Frank at (217) 785-1173 to confirm equipment & contact.  He is NOT the POC. Need to reach out to Zach Valenti at 217-557-0581.



7/22 KKelch called Brian to schedule for 8/1 at 11 am. Left VM. 

7/16 KHensley called site to schedule for 7/25 at 12:30 pm. Left VM. 

7/8/25 RCook- LM at 217) 782-1962 to discuss scheduling. found on previous WO. 

🔧 Work Performed
Pm completed
🔍 Technician Findings
No issues found
⚠️ 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 Green Kiosk Hard wired

Timeline

📋
Work Order Created Dec 30, 4:49 PM
Work Order: WO-01229040
Type: Preventive Maintenance
Priority: PSM
🚨 66.9 business days
✅
Status: Ready for Release by Stephanie Ramen Apr 1, 12:18 PM
From: On Hold
To: Ready for Release
Duration in Previous: 91d 18h
🚨 99.0 business days
⏸️
Status: On Hold by Laura Hill Aug 15, 12:23 PM
From: Ready for Release
To: On Hold
Duration in Previous: 136d 0h
🚨 82.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Dec 8, 11:29 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 115d 0h
👷
▶
3 Technician Assigned Dec 8, 11:46 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 16m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-15T18:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 8, 1:27 PM
Scheduled For: 2025-12-16T19:00:00.000+0000, 2025-12-16T19:30:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Kevin Cox Dec 16, 3:23 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 3h
🚗
2x Travel Added Dec 16, 3:45 PM
Type: Travel, Labor
Status: Open
Qty: 5, 0.25
⏱️
Labor Added Dec 16, 3:58 PM
Type: Labor
Status: Open
Qty: 0.75
⏱️
▶
2 2x Labor Added Dec 16, 8:06 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Kevin Cox
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 44m, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 17, 9:22 AM
From: Closed
To: Ready to Bill
Duration in Previous: 13h 13m
📨
▶
2 Status: Invoice Pending Dec 17, 9:38 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 3.0 business days
🧾
Invoice Created Dec 21, 11:38 PM
Invoice Number: SM-249259

Bottlenecks

Scheduled
Duration: 6.9 business days (threshold: 2.0 business days)
Exceeded by 4.9 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Kevin Cox
Scheduled
Dec 16, 2:30 PM
Created
Dec 30, 4:49 PM
Invoice #
SM-249259

Work Details (5)

Name Type Status Qty Amount Date
WL-03039536 Travel Open 5 $0.00 Dec 16, 3:45 PM
WL-03039537 Labor Open 0.25 $0.00 Dec 16, 3:45 PM
WL-03039558 Labor Open 0.75 $0.00 Dec 16, 3:58 PM
WL-03039960 Labor Open 2.33333 $0.00 Dec 16, 8:06 PM
WL-03039961 Travel Open 120 $0.00 Dec 16, 8:07 PM

Details