Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01230516 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Washington Gas- Chillum Station — 2130 Chillum Rd, Hyattsville MD, 20782

Dec 30, 2024 → Feb 18, 2026

✅ Completed
PSM Last business day of December 2024
Target: Dec 31, 2024
🕐 Clock stopped: Completed (Feb 19)
⏸ 135d excluded (parts wait + holding)
✗ SLA Missed (279d late)
Holding 270.3d (excluded)
Coordinators 13.8d
Field Work 1.2d
Billing 3.8d
✗ SLA Missed
Holding (excluded from total)
270.3 days
Coordinators
13.8 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
3.8 days
Over SLA
Created: Dec 30, 2024 Due: Feb 15, 2026 Completed: Feb 19, 2026 (3 days late)
📅
297.8 days Total Age
⏱️
105.1d in On Hold Longest Stage
🔄
14 transitions Status Changes
⚠️
17.1d 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 105.1 days stuck in "On Hold"
⏱️
Total Delay 17.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
171.4d
Ready for Release
99.0d
Closed
7.7d / 1.0d SLA
Billing Review
3.8d / 2.0d SLA
Ready for Scheduling
4.3d / 1.0d SLA
Canceled
14.4d
Assigned
5.5d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/13/2026 LHill-rec'd call back from Tom Korb at 703-424-5113. He confirmed that 02/18 with tech arrival between 9-11 works for him. Please call Tom at 703-424-5113 once he gets through the gate.


02/13/2026 LHill-LM at 703-424-5113 for Tom Korb. Trying to schedule tech visit.


2/10 MOwens Sent an email to Tom Korb requesting the schedule the PM visit

2/6 MOwens Called to speak to Tom Korb. Left a vm for him to call back to schedule the PM visit.

02/05/2026. Missed this PM last year. Please schedule PM as soon as possible. Tom Korb is waiting for contact from EMSAR.


01/16/2026 LHill-sent chatter to @[Nicole Floyd]​ Should this be closed?


1.9.26 hshaw - moved WO to BR, not able to enter Service & Closing date to push WO to RTB. chat Rmoore

01/07/2026 NFLOYD - CLOSING - Unable to schedule – Site POC unresponsive

11/26/2025 Higi attempting to gather new contact infor.


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 202-624-6220 for John Howard to confirm equipment & contact.  


08/15/2025 LHill called 571-318-0871  for Russell Brown (cell) to confirm equipment & contact.  Unable to leave a message due to mailbox being full.


08/15/2025 LHill LM at 202-624-6358 for Russell Brown to confirm equipment & contact.  Recording states line has been disconnected.



08/14/2025 LHill-Called 703-963-3290 for JOhn Howard (cell) to confirm equipment & contact. Recording says line has been disconnected or number has changed.



08/14/2025 LHill-LM at 202-624-6220 for John Howard to confirm equipment & contact.   

 

08/14/2025 LHill-LM 571-318-0871 for Russell Brown (cell) to confirm equipment & contact.   

 

08/14/2025 LHill-Called 202-624-6358 to confirm equipment & contact.  Recording stated number was disconnected.


08/13/2025 LHill-LM at 202-624-6358 for Russell Brown to confirm equipment & contact.   

 

4/3 KHensley called Russell to see if there was any requirements prior to a tech coming on site. Left VM. 

🔧 Work Performed
PM not completed – unable to schedule. Site requires appointment; multiple attempts made to contact site POC with no response. No appointment confirmed during 2025 PM window. 2/18/26 Arrived on site and spoke with security. I was guided to where the higi kiosk is located. Once at the kiosk I performed a PM on higi kiosk.
🔍 Technician Findings
Higi was up and running upon arrival. Higi was not online due to customer, security and preference.
⚠️ 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 Installed and Storm Key pad

Timeline

📋
Work Order Created Dec 30, 4:51 PM
Work Order: WO-01230516
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
🚨 99.0 business days
⏸️
Status: On Hold by Laura Hill Aug 15, 11:53 AM
From: Ready for Release
To: On Hold
Duration in Previous: 135d 23h
🚨 105.0 business days
🏁
Status: Closed by Furqan Shafi Jan 8, 7:43 PM
From: On Hold
To: Closed
Duration in Previous: 146d 8h
💵
Status: Billing Review by Hannah Shaw Jan 9, 12:46 PM
From: Closed
To: Billing Review
Duration in Previous: 17h 2m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Hannah Shaw Jan 14, 3:47 PM
From: Billing Review
To: Ready for Scheduling
Duration in Previous: 5d 3h
⏳ 3.0 business days
🚫
Status: Canceled by Stephanie Ramen Jan 16, 3:51 PM
From: Ready for Scheduling
To: Canceled
Duration in Previous: 2d 0h
🚨 15.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Feb 5, 11:44 AM
From: Canceled
To: Ready for Scheduling
Duration in Previous: 19d 19h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 6, 2:46 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 3h
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Feb 13, 9:34 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Laura Hill
Scheduled For: 2026-02-18T15:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Maximilian Tucker Feb 18, 1:36 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 4h
⏱️
▶
2 3x Labor Added Feb 18, 11:34 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Maximilian Tucker
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 58m, 0m
⚠️ 6.1 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 27, 12:34 AM
From: Closed
To: Ready to Bill
Duration in Previous: 8d 0h
📨
▶
3 Status: Invoice Pending Feb 27, 12:45 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255027
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Billing Review
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Ready for Scheduling
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.3 business hours
Assigned
Duration: 5.5 business days (threshold: 4.0 business hours)
Exceeded by 5.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Closed
Duration: 6.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Maximilian Tucker
Scheduled
Feb 18, 10:30 AM
Created
Dec 30, 4:51 PM
Invoice #
SM-255027

Work Details (3)

Name Type Status Qty Amount Date
WL-03111515 Labor Open 4 $0.00 Feb 18, 11:34 PM
WL-03111516 Labor Open 1.5 $0.00 Feb 18, 11:34 PM
WL-03111517 Travel Open 140 $0.00 Feb 18, 11:34 PM

Details