Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01307721 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 584 — 19034 Bruce B Downs Boulevard, Tampa FL, 33647

Oct 3, 2025 → Jan 22, 2026

✅ Completed
P4 4 business days from creation
Target: Oct 9, 2025
🕐 Clock stopped: Completed (Jan 22)
⏸ 104d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.1d
Material Management 74.5d
Coordinators 5.1d
Field Work 1.9d
Billing 0.3d
✗ SLA Missed
Dispatch
0.1 days
Material Management
74.5 days
Over SLA
Coordinators
5.1 days
Over SLA
Field Work
1.9 days
Over SLA
Billing
0.3 days
Created: Oct 3, 2025 Due: Oct 9, 2025 Completed: Jan 22, 2026 (104 days late)
📅
79.6 days Total Age
⏱️
74.5d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
75.3d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 223 days old
🚨
Primary Delay 74.5 days stuck in "Awaiting Parts"
⏱️
Total Delay 75.3 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
0.1d / 1.0d SLA
Awaiting Parts
74.5d / 3.0d SLA
Ready for Scheduling
1.5d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
3.6d / 2.0d SLA
Tech On Site
1.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.8d / 1.0d SLA
Ready to Bill
0.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/16/26 AJinerson - Tech sup confirmed sending to WM per below.

1/15/26 AJinerson - WO created 10/3 but not released until 1/15. No chance of meeting SLA. Checking w/ FOM on how to proceed - Local tech is working on project 1/19 - 1/23 and not to be pulled. Checking if we can use tech on 1/22 pushing this repair further back.


871-0001-02R OUT OF STOCK RC 10-6-25

🔧 Work Performed
Replaced ad monitor
🔍 Technician Findings
No ad monitor, screen black with LEDs on in back
⚠️ Problem Description
Tech will be shipped replacement advertisement monitor. Tech will replace and restore functionality. Top monitor is not displaying. Resolution settings 1440×900 / 60HZ top 800×600 / 60HZ bottom Use this password to access the kiosk: F#XPC2GE If swapping out a PC, you would use: miker0me0g0lfech0 There is a mandatory 4 business day timeline in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. At the completion of the service contact the EMSAR Level II Support team so that they can remotely verify that the kiosk is online and operational. **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.**
📄 Description
Merge KMY Kiosk

Timeline

📋
▶
2 Work Order Created Oct 3, 3:18 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Oct 3, 3:46 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 27m
🚨 75.0 business days
📅
Status: Ready for Scheduling by Robert Cox Jan 15, 2:48 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 104d 0h
👷
▶
2 Technician Assigned Jan 16, 2:04 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23h 16m
📋
▶
2 Status: Accepted Jan 16, 2:29 PM
Status: Accepted → Dispatch Scheduled
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2026-01-21T13:00:00.000+0000
📦
▶
2 Parts Requested Jan 16, 2:54 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Workmarket Integration Jan 21, 11:50 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 21h
⏳ 2.0 business days
✔️
▶
3 Status: Completed Jan 22, 12:51 PM
Status: Completed → Expenses Added → Status: Closed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Jessica Foley
From: Completed
To: Closed
Duration in Previous: 1m
⏱️
▶
2 Labor Added Jan 23, 10:25 AM
Labor Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 21h 33m
📨
Status: Invoice Pending by Hannah Shaw Jan 23, 12:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2h 4m
💰
Status: Invoiced by Hannah Shaw Jan 23, 12:47 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 16m
⏳ 3.0 business days
🧾
Invoice Created Jan 27, 2:02 PM
Invoice Number: SM-252092

Bottlenecks

Awaiting Parts
Duration: 74.5 business days (threshold: 3.0 business days)
Exceeded by 71.5 business days
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Tech On Site
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.2 business hours
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.1 business hours

🔗 Related Artifacts

📦
Parts Order 00082924
Closed
📦
Parts Order 00088506
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Work Market
Scheduled
Jan 21, 8:00 AM
Created
Oct 3, 3:18 PM
Invoice #
SM-252092

Work Details (5)

Name Type Status Qty Amount Date
WL-03068228 Parts Open 1 $0.00 Jan 16, 2:54 PM
WL-03068229 Parts Open 1 $0.00 Jan 16, 2:54 PM
WL-03068230 Expenses Open 1 $0.00 Jan 16, 2:54 PM
WL-03074998 Expenses Open 1 $0.00 Jan 22, 12:52 PM
WL-03076406 Labor Open - $0.00 Jan 23, 10:25 AM

Details