Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01230553 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Juvenile Justice Center - Harris County — 1200 Congress 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 234.6d (excluded)
Coordinators 19.5d
Field Work 0.1d
Billing 3.0d
✗ SLA Missed
Holding (excluded from total)
234.6 days
Coordinators
19.5 days
Over SLA
Field Work
0.1 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
⏱️
222.3d in On Hold Longest Stage
🔄
11 transitions Status Changes
⚠️
18.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 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 222.3 days stuck in "On Hold"
⏱️
Total Delay 18.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
234.6d
Assigned
10.6d / 0.5d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
9.0d / 2.0d SLA
Completed
0.1d / 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

12.19.25 hshaw - missing cust signature on FSR form

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

12/5/2025 Updated contact info. RFS


1/29 KHensley called site to schedule for 1/29 at 1:30 pm. He reported that he no longer works here. Placed on hold and sent chatter to acct mgr. Call logged on WO-01228983

1/21 KHensley called site to schedule for 1/21 at 9 am and 10 am. Left VM. Call logged on WO-01230553

1/15 KHensley called Kevin to schedule for 1/21 at 12 and 1 pm. Left VM. Call logged on WO-01228983

🔧 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 WI-FI

Timeline

📋
Work Order Created Dec 30, 4:51 PM
Work Order: WO-01230553
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
🚨 11.0 business days
🆕
Status: Entered by Kaitlyn Kelch Jan 29, 4:11 PM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 14d 1h, 0m
🚨 223.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Dec 5, 11:45 AM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 309d 19h
👷
▶
4 Technician Assigned Dec 5, 11:52 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Rhea Berry
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6m
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-11T19:00:00.000+0000
⚠️ 5.0 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
⏱️
3x Labor Added Dec 17, 7:14 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 87
💵
Expenses Added Dec 17, 7:32 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Chane Lacy Dec 17, 7:39 PM
From: Scheduled
To: Completed
Duration in Previous: 12d 7h
🏁
Status: Closed by Chane Lacy Dec 17, 8:51 PM
From: Completed
To: Closed
Duration in Previous: 1h 11m
✏️
Status: WO Correction Needed by Timothy Amburgey Dec 18, 8:27 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 11h 36m
🏁
Status: Closed by Chane Lacy Dec 18, 6:23 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 9h 55m
📄
Status: Ready to Bill by Timothy Amburgey Dec 19, 10:32 AM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 8m
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Dec 22, 9:29 AM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249698

Bottlenecks

Assigned
Duration: 10.6 business days (threshold: 4.0 business hours)
Exceeded by 10.1 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 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, 4:51 PM
Invoice #
SM-249698

Work Details (4)

Name Type Status Qty Amount Date
WL-03041241 Labor Open 1.5 $0.00 Dec 17, 7:14 PM
WL-03041242 Labor Open 1 $0.00 Dec 17, 7:14 PM
WL-03041243 Travel Open 87 $0.00 Dec 17, 7:14 PM
WL-03041274 Expenses Open 1 $0.00 Dec 17, 7:32 PM

Details