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WO-01313044 ↗ ServiceMax

HIGI LLC • Installation • PC

📍 Acme Fresh Market 11 — 600 South Ave., Tallmadge OH, 44278

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)
📅
15.7 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
📝
6 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 #00540946
CF-80843
Closed
Pre-Site Survey Needed No Kiosk requires BC4k Installed No Preferred Installation Date 11/19/2025 Model of Kiosk new Alternate Configuration Station Preferred Installation Day Warning None How will higi connect to the internet Wifi Set Installation Date Target Go Date: Days delivery is possible: Tuesday SSID (Wifi Network Name): AFM_HIGI Time location is open (from) 9am Security Type WPA2 Time location is open (to) 3pm Security Key (Network Password) T6TZq"S4YhlkP+ Is there a loading dock Yes Ethernet port avail next to power outlet Location of loading dock IP Address Credentials/passes needed to gain entry No Subnet Mask Additional forms needed for delivery No Default Gateway If yes, please specify back of store Primary DNS Appt needed to install the unit No Secondary DNS Who should be contacted for the install Pharmacy Additional Info or special requirements higi will pick up from Emsar GROUP 2 Location the unit should be installed at Waiting area adjacent to pharmacy What floor will the unit be installed on main Is there a freight elevator Is there a power outlet at install loc? Yes
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-01313044 (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 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
install completed tested unit unit working as intended and placed back into service
🔍 Technician Findings
installation completed
⚠️ Problem Description
Special Instructions: higi will pick up from Emsar GROUP 2 Pre-Site Survey Needed No Kiosk requires BC4k Installed No Preferred Installation Date 11/19/2025 Model of Kiosk new Alternate Configuration Station Preferred Installation Day Warning None How will higi connect to the internet Wifi Set Installation Date Target Go Date: Days delivery is possible: Tuesday SSID (Wifi Network Name): AFM_HIGI Time location is open (from) 9am Security Type WPA2 Time location is open (to) 3pm Security Key (Network Password) T6TZq"S4YhlkP+ Is there a loading dock Yes Ethernet port avail next to power outlet Location of loading dock IP Address Credentials/passes needed to gain entry No Subnet Mask Additional forms needed for delivery No Default Gateway If yes, please specify back of store Primary DNS Appt needed to install the unit No Secondary DNS Who should be contacted for the install Pharmacy Additional Info or special requirements higi will pick up from Emsar GROUP 2 Location the unit should be installed at Waiting area adjacent to pharmacy What floor will the unit be installed on main Is there a freight elevator Is there a power outlet at install loc? Yes
📄 Description
Higi Alternate Configuration Station WiFi

Timeline

📞
▶
3 Case Linked Nov 4, 4:02 PM
Case Linked → Work Order Created → Status: L2 Screening
📋
Work Order Created
Work Order: WO-01313044
Type: Installation
Priority: PC
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Nov 4, 4:16 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 13m
⏳ 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, 9:37 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 18m, 0m
👷
▶
3 Status: Assigned Nov 17, 12:46 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Charles Ramen
Technician: Brandon Green
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-19T13:00:00.000+0000
⏳ 4.0 business days
✔️
Status: Completed by Lawrence Yoder Nov 20, 9:03 AM
From: Scheduled
To: Completed
Duration in Previous: 2d 20h
⏱️
3x Labor Added Nov 20, 2:03 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 2, 55
⏳ 3.0 business days
⏱️
2x Labor Added Nov 24, 10:08 PM
Type: Labor, Travel
Status: Open
Qty: 1, 85
⏱️
Labor Added Nov 24, 10:13 PM
Type: Labor
Status: Open
Qty: 0.33333333333333
🏁
Status: Closed by Brandon Green Nov 25, 9:54 PM
From: Completed
To: Closed
Duration in Previous: 5d 12h
📄
Status: Ready to Bill by Hannah Shaw Nov 26, 10:12 AM
From: Closed
To: Ready to Bill
Duration in Previous: 12h 18m
🚨 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 1h
🧾
▶
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 2.7 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 00540946
Closed
📦
Parts Order 00084750
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Brandon Green
Scheduled
Nov 19, 8:00 AM
Created
Nov 4, 4:03 PM
Invoice #
SM-252505

Work Details (6)

Name Type Status Qty Amount Date
WL-03014809 Labor Open 0.75 $0.00 Nov 20, 2:03 PM
WL-03014810 Labor Open 2 $213.50 Nov 20, 2:03 PM
WL-03014811 Travel Open 55 $0.00 Nov 20, 2:03 PM
WL-03019282 Labor Open 1 $0.00 Nov 24, 10:08 PM
WL-03019283 Travel Open 85 $0.00 Nov 24, 10:08 PM
WL-03019295 Labor Open 0.33333333333333 $0.00 Nov 24, 10:13 PM

Details