Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01230350 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Stratton Office Building - Aetna — 401 S Spring St, Springfield IL, 62704

Dec 30, 2024 → Dec 30, 2025

✅ Completed
PSM Last business day of December 2024
Target: Dec 31, 2024
🕐 Clock stopped: Tech Off Site (Dec 31)
⏸ 134d excluded (parts wait + holding)
✗ SLA Missed (230d late)
Holding 246.2d (excluded)
Coordinators 18.9d
Field Work 0.7d
Billing 5.4d
✗ SLA Missed
Holding (excluded from total)
246.2 days
Coordinators
18.9 days
Over SLA
Field Work
0.7 days
Billing
5.4 days
Created: Dec 30, 2024 Due: Dec 31, 2025 Completed: Dec 31, 2025 (on time)
📅
261.4 days Total Age
⏱️
98.0d in Ready for Release Longest Stage
🔄
13 transitions Status Changes
⚠️
16.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 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 98.0 days stuck in "Ready for Release"
⏱️
Total Delay 16.8 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
148.3d
Ready for Release
98.0d
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
Tech Off Site
0.0d / 2.0d SLA
Closed
2.5d / 1.0d SLA
WO Correction Needed
4.8d
Ready to Bill
0.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1.7.26 hshaw - missing cust signature on FSR form

1/5/25 CDempsey- called Kevin, no answer. Scheduling meeting with FOM for tomorrow.

1/5/26 CDempsey- reaching out to Kevin about correction.

12.31.25 hshaw - SN# CSA-2016105562 listed on PM checklist doesn't match to WO.

12/16/2025 LHill-rec'd email from Shane- That should be fine. They will just need to go through security. The machine is in the basement south of the cafe.

See logged email.


12/15/2025 LHill-sent email to Shane-

Shane-We have a tech that can be onsite on 12/23 between 11am-12 if that works for you.


Are there any special requirements for tech to gain access to the facility/?

See logged email.


12/15/2025 LHill-Kaitlyn advised through TEAMS message that Kevin could go 12/23 between 11 & 12. I will send an email offering this date and time. Placeholder put on calendar.


12/15/2025 LHill-rec'd email from Richard Holder-Please schedule this with Shane Flammini when he returns to the office tomorrow. Shane is the Building Manager assigned to the Stratton Office Building. I have included him in this email for your convenience.

See logged email.


12/15/2025 LHill-sent email to Pete Deane at Pdeane@ILSOS.gov 2 trying to schedule tech visit.


12/15/2025 LHIll-LM at 217-782-2132 for Pete Deane trying to schedule tech visit.


12/15/2025 LHill-sent email to Robert trying to schedule.


12/5 KKelch sent Robert an email for scheduling

12/5/2025. Updated contact. ALTERNATE: Pete Deane Pdeane@ILSOS.gov 217-782-2132


8/14 KKelch called Pete to schedule for 8/18 at 12 pm. A guy named Shane answered and said I have the wrong number. Placed on hold to escalate for better contact. 

🔧 Work Performed
Preventive maintenance completed security refused to sign paperwork said it was a liability thing
🔍 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 Station Hardwired

Timeline

📋
Work Order Created Dec 30, 4:51 PM
Work Order: WO-01230350
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
🚨 98.0 business days
⏸️
Status: On Hold by Kaitlyn Kelch Aug 14, 10:19 AM
From: Ready for Release
To: On Hold
Duration in Previous: 134d 22h
🚨 82.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Dec 5, 11:58 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 113d 2h
👷
▶
2 Technician Assigned Dec 5, 12:06 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 7m
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Dec 16, 8:14 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2025-12-23T18:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Dec 23, 10:55 AM
Scheduled For: 2025-12-30T18:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Kevin Cox Dec 30, 2:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 6h
⏱️
▶
2 3x Labor Added Dec 30, 7:28 PM
3x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Kevin Cox
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4h 57m
✔️
Status: Completed by Kevin Cox Dec 30, 7:45 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 15m, 0m
✏️
Status: WO Correction Needed by Hannah Shaw Dec 31, 12:25 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 16h 39m
⚠️ 5.0 business days
🏁
Status: Closed by Kevin Cox Jan 6, 3:19 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6d 2h
📄
Status: Ready to Bill by Hannah Shaw Jan 7, 12:29 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 9m
📨
▶
2 Status: Invoice Pending Jan 7, 5:25 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 47.8 business days
🧾
Invoice Created Mar 13, 7:19 PM
Invoice Number: SM-250737

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
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours

🔗 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, 1:00 PM
Created
Dec 30, 4:51 PM
Invoice #
SM-250737

Work Details (3)

Name Type Status Qty Amount Date
WL-03050369 Labor Open 2.5 $0.00 Dec 30, 7:28 PM
WL-03050370 Labor Open 0.66667 $0.00 Dec 30, 7:28 PM
WL-03050371 Travel Open 120 $0.00 Dec 30, 7:29 PM

Details