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← WO Overview

WO-01301108 ↗ ServiceMax

HIGI LLC • Installation • PC

📍 Publix 2016 — 1435 E Oglethorpe Hwy, Flemington GA, 31313

Sep 3, 2025 → Oct 8, 2025

✅ Completed
PC Per client agreement
Target: Oct 8, 2025
🕐 Clock stopped: Tech Off Site (Oct 8)
⏸ 15d excluded (parts wait + holding)
✓ SLA Met
Dispatch 12.0d
Material Management 12.5d
Coordinators 5.0d
Field Work 1.7d
Billing 39.9d
✓ SLA Met
Dispatch
12.0 days
Over SLA
Material Management
12.5 days
Over SLA
Coordinators
5.0 days
Over SLA
Field Work
1.7 days
Over SLA
Billing
39.9 days
Over SLA
Created: Sep 3, 2025 Due: Oct 8, 2025 Completed: Oct 8, 2025 (on time)
📅
25.6 days Total Age
⏱️
39.9d in Ready to Bill Longest Stage
🔄
14 transitions Status Changes
⚠️
60.0d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00524309
CF-79698
Closed
How will higi connect to the internet Wifi Ship Date: Delivery Date: 10/7/2025 Installation Date: 10/8/2025 Additional Info or special requirements Link to the Work Instruction, required checklist on page 5 https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Forms/AllItems.aspx?id=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green%2FWI%2DST%2D345%20Higi%20Green%20Installation%20Process%2Epdf&parent=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green&p=true&ct=1724684970563&or=Teams%2DHL&ga=1  Technician MUST check out with a call to EMSAR’s Tech Support **IMPORTANT** Immediately upon accepting this installation/relocation work order, the Coordinator shall contact the site to make them aware of the installation date and approximate time for the installation.  If the coordinator is unable to make contact, notify EMSAR account manager so HIGI can provide us with an alternate contact name and number.  Verification of delivery will be recorded in the problem description once delivered by the logistics coordinator.   Use this password to access the kiosk: miker0me0g0lfech0  Important: Check in upon arrival via WO button or Coordinator before you begin working on the kiosk. You must check out with Technical Support after install to verify in the portal that the kiosk is online, PC is deployed and operational Call 931-284-4999 and follow the prompts. Our Level II Support team must first verify the errors in the customer portal. Be prepared to give the Work Order number. Support Hours are Monday- Friday from 8:00 AM EST until 8:00 PM EST.  
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Sep 3, 2025
Work Orders from this Case (1)
WO-01301108 (current) Invoiced
Installation • Robert Lewis
Created: Sep 3, 2025 • Closed: Oct 8, 2025
Completed with significant delays
Invoiced • 253 days old
🚨
Primary Delay 39.9 days stuck in "Ready to Bill"
⏱️
Total Delay 60.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
12.5d / 3.0d SLA
Production
10.0d / 2.0d SLA
Logistics
2.0d / 1.0d SLA
Ready for Scheduling
1.6d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
1.4d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
1.5d / 1.0d SLA
Closed
0.2d / 1.0d SLA
Ready to Bill
39.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

MISSING BOL

10/7/25 RCook- Spoke with Mary, advised kiosk is due to deliver on 10/8/25 at 11AM. Scheduled for technician to be onsite around 12PM. 


10/7/25 RCook- Reached out to NFloyd regarding delivery, she states per Page/Higi, kiosk will deliver tomorrow at 11AM and Higi wants to move forward with install at 12PM. I asked if we should request to have the install pushed out a day or two in case the delivery is delayed. Per NFloyd Higi would like to proceed with install for 10/8/25. States we will bill regardless.



10/7/25 RCook- Spoke with Mary/ Assistant pharmacy manager, states that kiosk has not been delivered. Advised I will reach out to our account manager and get an update on the delivery.


10/7/25 RCook- LM with Mark Hebb to schedule for 10/8/25


10/7/25 RCook- Per MFrank send this WO to Robert Lewis. Jessica Foley was unable to find a WM tech for this install.



10/06/2025 LHill sent chatter to @[Jessica Foley]​ I have sent this WO to WM.


10/6/25 RCook- Received approval from MFranks to send to WM.



10/6/25 RCook- Sent teams message to MFranks stating: WO-01301108- Higi install due 10/8/25 in Flemington, GA. With Cynthia out for the next month. Do you want this to go to WM. Our closest kiosk techs are 3-4 1/2 hours away. 



10/06/2025 LHill-sent chatter to Kirsten Walls-​ I don't see the component on this WO. Who is responsible for adding that?


Ready date 10/2/2025 BA

🔧 Work Performed
Installed the kiosk.
🔍 Technician Findings
The kiosks was in the box.
⚠️ Problem Description
Special Instructions: Mark Hebb (off-site) cell 850-778-3115 Use a 2014 refurbished unit. Delivery is standard retail Dock to Dock. Grand Opening 10/15/25 Refer to HWI-0022 Publix Convert to WIFI process. Open Publix Network, so no password required. How will higi connect to the internet Wifi Ship Date:10/2/25 Delivery Date: 10/7/2025 Installation Date: 10/8/2025 Additional Info or special requirements Mark Hebb (off-site) cell 850-778-3115 Use a 2014 refurbished unit. Delivery is standard retail Dock to Dock. Grand Opening 10/15/25 Refer to HWI-0022 Publix Convert to WIFI process. Open Publix Network, so no password required. Link to the Work Instruction, required checklist on page 5 https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Forms/AllItems.aspx?id=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green%2FWI%2DST%2D345%20Higi%20Green%20Installation%20Process%2Epdf&parent=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green&p=true&ct=1724684970563&or=Teams%2DHL&ga=1  Technician MUST check out with a call to EMSAR’s Tech Support **IMPORTANT** Immediately upon accepting this installation/relocation work order, the Coordinator shall contact the site to make them aware of the installation date and approximate time for the installation.  If the coordinator is unable to make contact, notify EMSAR account manager so HIGI can provide us with an alternate contact name and number.  Verification of delivery will be recorded in the problem description once delivered by the logistics coordinator.   Use this password to access the kiosk: miker0me0g0lfech0  Important: Check in upon arrival via WO button or Coordinator before you begin working on the kiosk. You must check out with Technical Support after install to verify in the portal that the kiosk is online, PC is deployed and operational Call 931-284-4999 and follow the prompts. Our Level II Support team must first verify the errors in the customer portal. Be prepared to give the Work Order number. Support Hours are Monday- Friday from 8:00 AM EST until 8:00 PM EST.  
📄 Description
Higi Green Kiosk with a Wifi Installed and Storm Key pad

Timeline

📞
▶
3 Case Linked Sep 3, 3:20 PM
Case Linked → Work Order Created → Status: L2 Screening
📋
Work Order Created
Work Order: WO-01301108
Type: Installation
Priority: PC
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Sep 3, 3:42 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 20m
🚨 13.0 business days
🏭
Status: Production by Bryan Allphin Sep 19, 9:24 AM
From: Awaiting Parts
To: Production
Duration in Previous: 15d 17h
🚨 10.0 business days
🚚
Status: Logistics by Bryan Allphin Oct 2, 8:46 AM
From: Production
To: Logistics
Duration in Previous: 12d 23h
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Kirsten Walls Oct 3, 3:03 PM
From: Logistics
To: Ready for Scheduling
Duration in Previous: 1d 6h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Oct 6, 9:39 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Laura Hill
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 18h
⏳ 2.0 business days
👷
Technician Assigned by Rhea Berry Oct 7, 4:31 PM
Technician: Robert Lewis
🗓️
▶
2 Status: Scheduled Oct 7, 5:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Rhea Berry
Scheduled For: 2025-10-08T17:00:00.000+0000
🔧
Status: Tech On Site by Robert Lewis Oct 8, 2:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 21h 3m
🚗
Status: Tech Off Site by Robert Lewis Oct 8, 3:41 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 34m
🚗
▶
2 6x Travel Added Oct 8, 3:46 PM
6x Travel Added → Status: Completed
✔️
Status: Completed by Robert Lewis
From: Tech Off Site
To: Completed
Duration in Previous: 7m
🏁
Status: Closed by Robert Lewis Oct 9, 11:17 AM
From: Completed
To: Closed
Duration in Previous: 19h 28m
📄
Status: Ready to Bill by Hannah Shaw Oct 9, 1:09 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 52m
🚨 40.0 business days
📨
Status: Invoice Pending by Hannah Shaw Dec 3, 11:09 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 54d 23h
🧾
▶
2 Invoice Created Dec 3, 11:19 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 9m

Bottlenecks

Awaiting Parts
Duration: 12.5 business days (threshold: 3.0 business days)
Exceeded by 9.5 business days
Production
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Logistics
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.9 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Completed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours
Ready to Bill
Duration: 39.9 business days (threshold: 1.0 business days)
Exceeded by 38.9 business days

🔗 Related Artifacts

📞
Case 00524309
Closed
📦
Parts Order 00081181
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Robert Lewis
Scheduled
Oct 8, 1:00 PM
Created
Sep 3, 3:20 PM
Invoice #
SM-248049

Work Details (6)

Name Type Status Qty Amount Date
WL-02963661 Travel Open 99 $0.00 Oct 8, 3:46 PM
WL-02963662 Labor Open 4.51667 $0.00 Oct 8, 3:46 PM
WL-02963663 Labor Open 1.5 $0.00 Oct 8, 3:46 PM
WL-02963664 Expenses Open 1 $0.00 Oct 8, 3:46 PM
WL-02963665 Labor Open 1.56667 $213.50 Oct 8, 3:46 PM
WL-02963666 Travel Open 268 $0.00 Oct 8, 3:46 PM

Details