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WO-01313041 ↗ ServiceMax

HIGI LLC • Installation • PC

📍 Acme Fresh Market 7 — 1709 State Route 59, Kent OH, 44240

Nov 4, 2025 → Nov 25, 2025

✅ Completed
PC Per client agreement
Target: Nov 19, 2025
🕐 Clock stopped: Completed (Nov 20)
⏸ 2d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 6.7d
Material Management 3.3d
Coordinators 4.2d
Field Work 4.4d
Billing 47.1d
✗ SLA Missed
Dispatch
6.7 days
Over SLA
Material Management
3.3 days
Over SLA
Coordinators
4.2 days
Over SLA
Field Work
4.4 days
Over SLA
Billing
47.1 days
Over SLA
Created: Nov 4, 2025 Due: Nov 19, 2025 Completed: Nov 26, 2025 (6 days late)
📅
15.8 days Total Age
⏱️
47.0d in Ready to Bill Longest Stage
🔄
11 transitions Status Changes
⚠️
56.2d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Nov 19, 2025
Visit 2 Nov 24, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540939
CF-80841
Closed
Special Instructions: higi will pick up from Emsar GROUP 2 Special Instructions: higi will pick up from Emsar GROUP 2 This will be picked up by Higi in group 2 on 11/13/25. Model of Kiosk new Alternate configuration Station How will higi connect to the internet Wifi Installation date 11/19/25 Additional Info or special requirements higi will pick up from Emsar GROUP 2 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. Alt configuration link https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Alt%20Config/WI-ST-354%20Higi%20Alt%20Config%20Chassis%20Installation%20Process%20001%2010-02-2023.pdf WI-ST-354 Higi Alt Config Chassis Installation Process 001 10-02-2023.pdf
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01313041 (current) Invoiced
Installation • Brandon Green
Created: Nov 4, 2025 • Closed: Nov 25, 2025
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 47.0 days stuck in "Ready to Bill"
⏱️
Total Delay 56.2 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
3.3d / 3.0d SLA
Production
6.7d / 2.0d SLA
Ready for Scheduling
0.4d / 1.0d SLA
Scheduled
3.8d / 2.0d SLA
Completed
4.4d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
47.0d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/24/2025 BG Phillip to deploy unit then will be able to close


11/11/2025 SRobinson- BOL is attached.

Ready Date 11/14/2025 BA

🔧 Work Performed
installation started unable to connect to router network key needed wireless keyboard not working correctly reschedule needed tried to reach out to L2 left message with no response/call back
🔍 Technician Findings
installation started
⚠️ Problem Description
Special Instructions: higi will pick up from Emsar GROUP 2 Special Instructions: higi will pick up from Emsar GROUP 2 Special Instructions: higi will pick up from Emsar GROUP 2 This will be picked up by Higi in group 2 on 11/13/25. Model of Kiosk new Alternate configuration Station How will higi connect to the internet Wifi Installation date 11/19/25 Additional Info or special requirements higi will pick up from Emsar GROUP 2 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. Alt configuration link https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Alt%20Config/WI-ST-354%20Higi%20Alt%20Config%20Chassis%20Installation%20Process%20001%2010-02-2023.pdf WI-ST-354 Higi Alt Config Chassis Installation Process 001 10-02-2023.pdf
📄 Description
Higi Alternate Configuration Station WiFi

Timeline

📞
▶
3 Case Linked Nov 4, 3:55 PM
Case Linked → Work Order Created → Status: L2 Screening
📋
Work Order Created
Work Order: WO-01313041
Type: Installation
Priority: PC
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Nov 4, 4:13 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 16m
⏳ 4.0 business days
🏭
Status: Production by Bryan Allphin Nov 7, 1:35 PM
From: Awaiting Parts
To: Production
Duration in Previous: 2d 21h
⚠️ 7.0 business days
📅
Status: Ready for Scheduling by Bryan Allphin Nov 17, 9:41 AM
From: Production
To: Ready for Scheduling
Duration in Previous: 9d 20h
🏭
Status: Production by Bryan Allphin Nov 17, 11:56 AM
From: Ready for Scheduling, Production
To: Production, Ready for Scheduling
Duration in Previous: 2h 14m, 0m
👷
▶
3 Technician Assigned Nov 17, 12:53 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 57m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-19T23:00:00.000+0000
⏳ 4.0 business days
✔️
Status: Completed by Lawrence Yoder Nov 20, 9:06 AM
From: Scheduled
To: Completed
Duration in Previous: 2d 20h
⏱️
6x Labor Added Nov 20, 7:55 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 0.5, 1.5, 20, 60
⏳ 2.5 business days
⏱️
5x Labor Added Nov 24, 10:41 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1, 25, 60
🏁
Status: Closed by Brandon Green Nov 25, 10:06 PM
From: Completed
To: Closed
Duration in Previous: 5d 13h
📄
Status: Ready to Bill by Hannah Shaw Nov 26, 10:26 AM
From: Closed
To: Ready to Bill
Duration in Previous: 12h 19m
🚨 47.0 business days
📨
Status: Invoice Pending by Hannah Shaw Jan 29, 11:18 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 64d 0h
🧾
▶
2 Invoice Created Jan 29, 11:52 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 33m

Bottlenecks

Awaiting Parts
Duration: 3.3 business days (threshold: 3.0 business days)
Exceeded by 2.8 business hours
Production
Duration: 6.7 business days (threshold: 2.0 business days)
Exceeded by 4.7 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Completed
Duration: 4.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business days
Ready to Bill
Duration: 47.0 business days (threshold: 1.0 business days)
Exceeded by 46.0 business days

🔗 Related Artifacts

📞
Case 00540939
Closed
📦
Parts Order 00084748
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Brandon Green
Scheduled
Nov 19, 6:00 PM
Created
Nov 4, 3:56 PM
Invoice #
SM-252505

Work Details (11)

Name Type Status Qty Amount Date
WL-03015477 Labor Open 0.5 $0.00 Nov 20, 7:55 PM
WL-03015478 Labor Open 1.5 $213.50 Nov 20, 7:55 PM
WL-03015479 Labor Open 1 $0.00 Nov 20, 7:55 PM
WL-03015480 Expenses Open 1 $0.00 Nov 20, 7:55 PM
WL-03015481 Travel Open 20 $0.00 Nov 20, 7:55 PM
WL-03015482 Travel Open 60 $0.00 Nov 20, 7:55 PM
WL-03019338 Labor Open 0.5 $0.00 Nov 24, 10:41 PM
WL-03019339 Labor Open 0.5 $0.00 Nov 24, 10:41 PM
WL-03019340 Labor Open 1 $0.00 Nov 24, 10:41 PM
WL-03019341 Travel Open 25 $0.00 Nov 24, 10:41 PM
WL-03019342 Travel Open 60 $0.00 Nov 24, 10:41 PM

Details