Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308615 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Logan Correction Center - Aetna — 1096 1350th St, Lincoln IL, 62656

Oct 9, 2025 → Mar 17, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 16, 2025
✗ SLA Missed (91 biz days late)
Active: 95 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 4, 2026)
SLA Target
▶ Clock Running
Status: Created
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 9 → Oct 10, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 10 → Oct 14, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Entered
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
36d
▶ Clock Running
Status: On Hold
Oct 14 → Dec 8, 2025
36 business days (counted)
Running total: 37 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 37 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 8 → Dec 18, 2025
8 business days (counted)
Running total: 45 of 4 biz days used
34d
▶ Clock Running
Status: On Hold
Dec 18 → Feb 9, 2026
34 business days (counted)
Running total: 79 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 79 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 79 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 16, 2026
4 business days (counted)
Running total: 83 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 83 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 83 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 84 of 4 biz days used
▶ Clock Running
Status: Reschedule
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 84 of 4 biz days used
10d
▶ Clock Running
Status: Scheduled
Feb 17 → Mar 3, 2026
10 business days (counted)
Running total: 94 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 3 → Mar 4, 2026
1 business day (counted)
Running total: 95 of 4 biz days used
Created: Oct 9, 2025 Completed: Mar 4, 2026
Business Days Used 95 / 4
0 4d budget +91d over
Show SLA Clock Detail (19 periods)
Period Status Clock Biz Days Running Total
Oct 9 → Oct 9 Created ▶ Running 0 0 / 4
Oct 9 → Oct 9 L2 Screening ▶ Running 0 0 / 4
Oct 9 → Oct 10 Awaiting Parts ⏸ Paused 1 —
Oct 10 → Oct 10 Ready for Scheduling ▶ Running 0 0 / 4
Oct 10 → Oct 14 Assigned ▶ Running 1 1 / 4
Oct 14 → Oct 14 Entered ▶ Running 0 1 / 4
Oct 14 → Dec 8 On Hold ▶ Running 36 37 / 4
Dec 8 → Dec 8 Ready for Scheduling ▶ Running 0 37 / 4
Dec 8 → Dec 18 Assigned ▶ Running 8 45 / 4
Dec 18 → Feb 9 On Hold ▶ Running 34 79 / 4
Feb 9 → Feb 9 Ready for Scheduling ▶ Running 0 79 / 4
Feb 9 → Feb 9 Assigned ▶ Running 0 79 / 4
Feb 9 → Feb 16 Scheduled ▶ Running 4 83 / 4
Feb 16 → Feb 16 Entered ▶ Running 0 83 / 4
Feb 16 → Feb 16 Assigned ▶ Running 0 83 / 4
Feb 16 → Feb 17 Scheduled ▶ Running 1 84 / 4
Feb 17 → Feb 17 Reschedule ▶ Running 0 84 / 4
Feb 17 → Mar 3 Scheduled ▶ Running 10 94 / 4
Mar 3 → Mar 4 Tech On Site ▶ Running 1 95 / 4
Dispatch 0.0d
Material Management 1.7d
Holding 72.0d (excluded)
Coordinators 26.9d
Field Work 10.8d
Billing 2.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.7 days
Holding (excluded from total)
72.0 days
Coordinators
26.9 days
Over SLA
Field Work
10.8 days
Over SLA
Billing
2.0 days
Created: Oct 9, 2025 Due: Oct 15, 2025 Completed: Mar 17, 2026 (152 days late)
📅
105.7 days Total Age
⏱️
37.0d in On Hold Longest Stage
🔄
22 transitions Status Changes
⚠️
31.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534318
Closed
phone # on CF (217) 735-5581 ext 3830 was able to leave message for Health Care Center. **IMPORTANT** This is a Non Retail location and a scheduled appointment must be made in advance to ensure the machine will be made available prior to tech arrival on site. If a work market technician has to be used SDL must obtain approval from Higi prior to scheduling work. If the technician is unable to make contact on the first attempt, email EMSAR at higisupport@emsar.com so HIGI can be notified to provide us with an alternate contact name and number. Any calls made MUST be logged on the work order under Activity History with who you spoke to and date/time of call ***MUST COMPLETE PM AFTER REPAIR*** ***Location does not have key. Please order key and give to pharmacy after service is complete*** Use this password to access the kiosk:  4T%FP6Q3 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.**  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
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Oct 9, 2025
Work Orders from this Case (1)
WO-01308615 (current) Invoiced
Repair • Kevin Cox
Created: Oct 9, 2025 • Closed: Mar 17, 2026
Completed with significant delays
Invoiced • 310 days old
🚨
Primary Delay 37.0 days stuck in "On Hold"
⏱️
Total Delay 31.8 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
1.7d / 3.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
10.0d / 0.5d SLA
On Hold
72.0d
Scheduled
16.6d / 2.0d SLA
Reschedule
0.1d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
10.0d / 1.0d SLA
Closed
4.1d / 1.0d SLA
WO Correction Needed
1.0d
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3.19.26 hshaw - chat CDempsey to attach FSR

3/6/26 CDempsey- Spoke to Kevin during our weekly 1:1 meeting about this Serviced wo needing to be closed. He is having issues with the app and his laptop is charging. Will fix this weekend.

2/17 KKelch scheduled per logged email from Steven. Email logged on WO-01308615

2/17 KKelch sent Steven an email for rescheduling. Email logged on WO-01308615

2/9 KKelch scheduled per logged email from Steven. Email logged on WO-01308615

2/9 KKelch sent an email for scheduling. Email logged on WO-01308615

02/09/2026. Updated contacts from Higi entered. Please schedule repair AND PM as soon as possible. ALTERNATE contact: Bobbi Ertl Bobbi.Ertl@Illinois.gov


01/08/2026 NFLOYD - Changing this back to REPAIR WO to maintain the service required to address the PC replacement needed for this station.


12/18/2025 LHill-sent chatter to @[Nicole Floyd]​ I have placed this WO on hold. It's for a HIGI repair/PM. I have attempted contact several times with no response.


12/18/2025 LHill-Placing the work order on hold and escalating to the account manager for contact confirmation. Attempting contact with 3 attempts with no response. 


12/18/2025 LHill-LM at (217) 735-5581 ext 3830 for Jennifer Scanlan trying to schedule tech visit for repair.


12/16/2025 LHill-LM at (217) 735-5581 ext 3830 for Jennifer Scanlan trying to schedule tech visit for repair.


12/15/2025 LHill-LM at (217) 735-5581 ext 3830 for Jennifer Scanlan trying to schedule tech visit for repair.


12/9 KKelch sent chatter to ASM for assistance

10/14 KKelch called Jennifer to schedule for 10/17 between 12 and 2 pm. Left VM. Placed on hold due to 3 failed attempts to schedule. 

10/13 KKelch called Jennifer to schedule for 10/16 between 12 and 2 pm. Left VM. 

10/10/2025 CRamen sent chatter to KKelch in Safe Zone terams chat that this belongs to Blake/Kevin

10/10 KKelch called Jennifer to schedule for 10/15 between 12 and 2 pm. Left Vm.

🔧 Work Performed
replaced pc and unit still not working properly spoke with higi support and they are sending a new pc
🔍 Technician Findings
found no sync across the screen
⚠️ Problem Description
Tech will be sent a PC for replacement. Special Instructions: The station is booting up to a No sync error on screen. Restarted to same result. Please check and restore full functionality. phone # on CF (217) 735-5581 ext 3830 was able to leave message for Health Care Center. **IMPORTANT** This is a Non Retail location and a scheduled appointment must be made in advance to ensure the machine will be made available prior to tech arrival on site. If a work market technician has to be used SDL must obtain approval from Higi prior to scheduling work. If the technician is unable to make contact on the first attempt, email EMSAR at higisupport@emsar.com so HIGI can be notified to provide us with an alternate contact name and number. Any calls made MUST be logged on the work order under Activity History with who you spoke to and date/time of call ***MUST COMPLETE PM AFTER REPAIR*** ***Location does not have key. Please order key and give to pharmacy after service is complete*** Use this password to access the kiosk:  4T%FP6Q3 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.**  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
Merge KMY Kiosk

Timeline

📞
Case Linked Oct 9, 12:58 PM
Case Number: 00534318
Subject:
Status: Closed
📋
▶
2 Work Order Created Oct 9, 2:20 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Oct 9, 2:36 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 13m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Jacob Jones Oct 10, 3:43 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 1h
👷
▶
2 Technician Assigned Oct 10, 4:16 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 33m
⏳ 2.0 business days
🆕
Status: Entered by Kaitlyn Kelch Oct 14, 9:36 AM
From: Assigned, Entered
To: Entered, On Hold
Duration in Previous: 3d 17h, 0m
🚨 37.0 business days
📅
Status: Ready for Scheduling by Nicole Floyd Dec 8, 2:26 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 55d 5h
👷
▶
2 Technician Assigned Dec 8, 2:51 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 25m
⚠️ 9.0 business days
⏸️
Status: On Hold by Laura Hill Dec 18, 8:40 AM
From: Assigned
To: On Hold
Duration in Previous: 9d 17h
🚨 35.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Feb 9, 1:08 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 53d 4h
👷
▶
2 Technician Assigned Feb 9, 1:26 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18m
📅
▶
2 Dispatch Scheduled Feb 9, 1:33 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 7m
⚠️ 5.0 business days
🆕
▶
3 Status: Entered Feb 16, 3:40 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HFAYMQA5, Kevin Cox
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-19T18:00:00.000+0000
🔄
Status: Reschedule by Kaitlyn Kelch Feb 17, 10:31 AM
From: Scheduled
To: Reschedule
Duration in Previous: 18h 51m
📅
▶
2 Dispatch Scheduled Feb 17, 11:17 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Reschedule
To: Scheduled
Duration in Previous: 45m
⚠️ 5.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 23, 11:39 AM
Scheduled For: 2026-03-03T18:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Kevin Cox Mar 3, 2:21 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 3h
⏱️
▶
2 5x Labor Added Mar 3, 8:58 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Kevin Cox
From: Tech On Site
To: Completed
Duration in Previous: 6h 39m
🚨 10.4 business days
🏁
Status: Closed by Kevin Cox Mar 17, 1:07 PM
From: Completed
To: Closed
Duration in Previous: 13d 15h
⏳ 3.0 business days
✏️
Status: WO Correction Needed by Hannah Shaw Mar 19, 9:20 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 8h
🏁
Status: Closed by Ronnie Salone Mar 20, 1:17 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 15h 57m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 22, 10:14 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 8h
📨
▶
2 Status: Invoice Pending Mar 23, 11:33 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 17.0 business days
🧾
Invoice Created Apr 14, 5:34 PM
Invoice Number: SM-257248

Bottlenecks

Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 7.7 business hours
Assigned
Duration: 8.5 business days (threshold: 4.0 business hours)
Exceeded by 8.0 business days
Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Completed
Duration: 10.0 business days (threshold: 1.0 business days)
Exceeded by 9.0 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours

🔗 Related Artifacts

📞
Case 00534318
Closed
📦
Parts Order 00083266
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Kevin Cox
Scheduled
Mar 3, 1:00 PM
Created
Oct 9, 2:20 PM
Invoice #
SM-257248

Work Details (5)

Name Type Status Qty Amount Date
WL-03128993 Labor Open 2.3333333333333 $0.00 Mar 3, 8:58 PM
WL-03128994 Labor Open 1.0833333333333 $0.00 Mar 3, 8:58 PM
WL-03128995 Labor Open 2.5833333333333 $0.00 Mar 3, 8:58 PM
WL-03128996 Travel Open 149 $0.00 Mar 3, 8:58 PM
WL-03128997 Travel Open 149 $0.00 Mar 3, 8:58 PM

Details