Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01229052 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Iles Park Place Building #400 - Aetna — 600 E Ash St, Springfield IL

Dec 30, 2024 → Dec 30, 2025

✅ Completed
PSM Last business day of December 2024
Target: Dec 31, 2024
🕐 Clock stopped: Completed (Dec 31)
⏸ 141d excluded (parts wait + holding)
✗ SLA Missed (223d late)
Holding 245.9d (excluded)
Coordinators 18.9d
Field Work 0.6d
Billing 0.4d
✗ SLA Missed
Holding (excluded from total)
245.9 days
Coordinators
18.9 days
Over SLA
Field Work
0.6 days
Billing
0.4 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Dec 31, 2025 (on time)
📅
261.4 days Total Age
⏱️
102.0d in Ready for Release Longest Stage
🔄
11 transitions Status Changes
⚠️
16.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 500 days old
🚨
Primary Delay 102.0 days stuck in "Ready for Release"
⏱️
Total Delay 16.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
144.0d
Ready for Release
102.0d
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
7.9d / 0.5d SLA
Scheduled
11.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/16/2025 LHill-rec'd call from Brandon Jennings at 217-725-0928. Tech can come onsite anytime. Go to Security Guard and they will show him to the HIGI machine. May need to mention Brandon Jennings name.


12/16/2025 LHill-LM at 217-725-0928 for Warren Evans to try to schedule tech visit.


12/8 KKelch called site to schedule for 12/15 between 12 and 2 pm. Left VM.

12/5 KKelch called site to schedule for 12/15 between 1 and 2 pm. Left VM.

12/5/2025. Updated contact. ALTERNATE # 217-725-0928. RFS


8/20 KKelch called site to schedule for 8/25 at 2:30 pm. Left VM. Placed on hold due to 3 failed attempts to schedule. 

8/14 KKelch called site to schedule for 8/19 at 2 pm. Left VM. 

7/22 KKelch called site to schedule for 8/1 at 12:30 pm. Left VM.

7/8/25 RCook- LM with 217) 725-0928 to discuss scheduling

🔧 Work Performed
Preventive maintenance completed
🔍 Technician Findings
No issue 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 Station Hardwired

Timeline

📋
Work Order Created Dec 30, 4:49 PM
Work Order: WO-01229052
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
🚨 102.0 business days
⏸️
Status: On Hold by Kaitlyn Kelch Aug 20, 2:24 PM
From: Ready for Release
To: On Hold
Duration in Previous: 141d 2h
🚨 78.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Dec 5, 11:50 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 106d 22h
👷
▶
2 Technician Assigned Dec 5, 12:09 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18m
⚠️ 8.0 business days
📅
▶
2 Dispatch Scheduled Dec 16, 11:17 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 10d 23h
⚠️ 6.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 23, 10:55 AM
Scheduled For: 2025-12-30T19:30:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Kevin Cox Dec 30, 3:29 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 4h
⏱️
▶
3 5x Labor Added Dec 30, 7:56 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Kevin Cox
From: Tech On Site
To: Completed
Duration in Previous: 4h 30m
🏁
Status: Closed by Kevin Cox
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Hannah Shaw Dec 31, 9:15 AM
From: Closed
To: Ready to Bill
Duration in Previous: 13h 14m
📨
▶
2 Status: Invoice Pending Dec 31, 12:28 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 53.0 business days
🧾
Invoice Created Mar 13, 7:19 PM
Invoice Number: SM-250230

Bottlenecks

Assigned
Duration: 7.9 business days (threshold: 4.0 business hours)
Exceeded by 7.4 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 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 30, 2:30 PM
Created
Dec 30, 4:49 PM
Invoice #
SM-250230

Work Details (5)

Name Type Status Qty Amount Date
WL-03050384 Labor Open 2.25 $0.00 Dec 30, 7:56 PM
WL-03050385 Labor Open 0.91667 $0.00 Dec 30, 7:56 PM
WL-03050386 Labor Open 0.16667 $0.00 Dec 30, 7:56 PM
WL-03050387 Travel Open 2 $0.00 Dec 30, 7:56 PM
WL-03050388 Travel Open 119 $0.00 Dec 30, 7:56 PM

Details