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← WO Overview

WO-01312680 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 1324 — 8701 West Hillsborough, Tampa FL, 33615

Nov 3, 2025 → Feb 10, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Nov 7, 2025
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Paused: 57 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 10, 2026)
SLA Target
▶ Clock Running
Status: Created
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Nov 3 → Nov 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸57d
⏸ Clock Paused
Status: Awaiting Parts
Nov 3 → Jan 29, 2026
57 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Accepted
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 29 → Feb 3, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 4 → Feb 4, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 4 → Feb 9, 2026
3 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 8 of 4 biz days used
Created: Nov 3, 2025 Completed: Feb 10, 2026
Business Days Used 8 / 4
0 4d budget +4d over
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Nov 3 → Nov 3 Created ▶ Running 0 0 / 4
Nov 3 → Nov 3 L2 Screening ▶ Running 0 0 / 4
Nov 3 → Jan 29 Awaiting Parts ⏸ Paused 57 —
Jan 29 → Jan 29 Ready for Scheduling ▶ Running 0 0 / 4
Jan 29 → Jan 29 Assigned ▶ Running 0 0 / 4
Jan 29 → Jan 29 Accepted ▶ Running 0 0 / 4
Jan 29 → Feb 3 Scheduled ▶ Running 3 3 / 4
Feb 3 → Feb 4 Tech On Site ▶ Running 1 4 / 4
Feb 4 → Feb 4 Entered ▶ Running 0 4 / 4
Feb 4 → Feb 4 L2 Screening ▶ Running 0 4 / 4
Feb 4 → Feb 4 Awaiting Parts ⏸ Paused 0 —
Feb 4 → Feb 4 Ready for Scheduling ▶ Running 0 4 / 4
Feb 4 → Feb 4 Assigned ▶ Running 0 4 / 4
Feb 4 → Feb 9 Scheduled ▶ Running 3 7 / 4
Feb 9 → Feb 10 Tech On Site ▶ Running 1 8 / 4
Dispatch 0.1d
Material Management 57.4d
Coordinators 7.8d
Field Work 3.2d
✗ SLA Missed
Dispatch
0.1 days
Material Management
57.4 days
Over SLA
Coordinators
7.8 days
Over SLA
Field Work
3.2 days
Over SLA
Created: Nov 3, 2025 Due: Nov 7, 2025 Completed: Feb 10, 2026 (94 days late)
📅
65.4 days Total Age
⏱️
57.3d in Awaiting Parts Longest Stage
🔄
17 transitions Status Changes
⚠️
61.5d over Total Delay
📦
3 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required

AI Analysis

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Generating AI analysis...
Completed with significant delays
Invoiced • 283 days old
🚨
Primary Delay 57.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 61.5 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
57.4d / 3.0d SLA
Ready for Scheduling
0.7d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Accepted
0.0d
Scheduled
7.1d / 2.0d SLA
Tech On Site
3.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.9d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/06/2026 JFoley - key delivered 2/5, reached out to wm tech for update.

1/29/26 AJinerson - Discussed w/ tech sup - send to WM due to local EMSAR tech working on project in Orlando and not available to be pulled away week of 2/2-2/6.


871-0001-02R OUT OF STOCK 11/4/2025 JJ

🔧 Work Performed
installed new advertisement monitor and configured calibrated touch screen and everything's working fine
🔍 Technician Findings
advertisement monitors non-functional
⚠️ Problem Description
Tech will be shipped replacement advertisement monitor. Tech will replace and restore functionality. Resolution settings 1440×900 / 60HZ top 800×600 / 60HZ bottom Use this password to access the kiosk: A9Z26MRC 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 Nov 3, 4:10 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Nov 3, 4:17 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 5m
🚨 58.0 business days
📅
Status: Ready for Scheduling by Robert Cox Jan 29, 11:44 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 86d 19h
👷
▶
2 Technician Assigned Jan 29, 1:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 12m
📋
▶
3 Status: Accepted Jan 29, 2:23 PM
Status: Accepted → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Jessica Foley
From: Accepted
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2026-02-03T13:00:00.000+0000
📦
▶
2 Parts Requested Jan 29, 3:46 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 Feb 3, 4:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 1h
🆕
Status: Entered by Jessica Foley Feb 4, 10:49 AM
From: Tech On Site, Entered
To: Entered, L2 Screening
Duration in Previous: 18h 44m, 0m
📦
▶
2 Parts Requested Feb 4, 11:10 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 19m
📅
Status: Ready for Scheduling by Robert Cox Feb 4, 11:35 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 25m
👷
▶
3 Technician Assigned Feb 4, 3:01 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Jessica Foley
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 3h 25m, 0m
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2026-02-06T13:00:00.000+0000
🔩
2x Parts Added Feb 4, 3:46 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
📅
Dispatch Scheduled by Jessica Foley Feb 9, 12:08 PM
Scheduled For: 2026-02-09T13:00:00.000+0000
🔧
Status: Tech On Site by Workmarket Integration Feb 9, 12:38 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 21h
✔️
▶
3 Status: Completed Feb 10, 11:38 AM
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: 2m
⏳ 4.0 business days
⏱️
▶
2 Labor Added Feb 15, 8:46 PM
Labor Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 5d 9h
📨
Status: Invoice Pending by Hannah Shaw Feb 15, 11:35 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2h 47m
🧾
▶
2 Invoice Created Feb 16, 12:03 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 28m

Bottlenecks

Awaiting Parts
Duration: 57.3 business days (threshold: 3.0 business days)
Exceeded by 54.3 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Tech On Site
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours
Closed
Duration: 3.9 business days (threshold: 1.0 business days)
Exceeded by 2.9 business days

🔗 Related Artifacts

📦
Parts Order 00084664
Closed
📦
Parts Order 00089324
Closed
📦
Parts Order 00089669
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Work Market
Scheduled
Feb 9, 8:00 AM
Created
Nov 3, 4:10 PM
Invoice #
SM-254042

Work Details (7)

Name Type Status Qty Amount Date
WL-03083635 Parts Open 1 $0.00 Jan 29, 3:46 PM
WL-03083636 Parts Open 1 $0.00 Jan 29, 3:46 PM
WL-03083637 Expenses Open 1 $0.00 Jan 29, 3:46 PM
WL-03091550 Parts Open 1 $0.00 Feb 4, 3:46 PM
WL-03091551 Expenses Open 1 $0.00 Feb 4, 3:46 PM
WL-03099050 Expenses Open 1 $0.00 Feb 10, 11:39 AM
WL-03106622 Labor Open - $0.00 Feb 15, 8:46 PM

Details