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← WO Overview

WO-01313049 ↗ ServiceMax

HIGI LLC • Installation • PC

📍 Acme Fresh Market 21 — 3875 Massillon Rd., Green OH, 44685

Nov 4, 2025 → Nov 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 26, 2025
✓ SLA Met (1 biz days early)
Active: 6 biz days
Paused: 8 biz days
🕐 Clock stopped: Completed (Nov 25, 2025)
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸8d
⏸ Clock Paused
Status: Awaiting Parts
Nov 4 → Nov 17, 2025
8 business days (not counted)
5d
▶ Clock Running
Status: Production
Nov 17 → Nov 24, 2025
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 24 → Nov 25, 2025
1 business day (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 6 of ? biz days used
Created: Nov 4, 2025 Completed: Nov 25, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0
Nov 4 → Nov 4 L2 Screening ▶ Running 0 0
Nov 4 → Nov 17 Awaiting Parts ⏸ Paused 8 —
Nov 17 → Nov 24 Production ▶ Running 5 5
Nov 24 → Nov 24 Ready for Scheduling ▶ Running 0 5
Nov 24 → Nov 24 Assigned ▶ Running 0 5
Nov 24 → Nov 25 Scheduled ▶ Running 1 6
Nov 25 → Nov 25 Tech On Site ▶ Running 0 6
Dispatch 5.9d
Material Management 8.3d
Coordinators 2.3d
Field Work 1.6d
Billing 42.5d
✓ SLA Met
Dispatch
5.9 days
Over SLA
Material Management
8.3 days
Over SLA
Coordinators
2.3 days
Field Work
1.6 days
Over SLA
Billing
42.5 days
Over SLA
Created: Nov 4, 2025 Due: Nov 26, 2025 Completed: Nov 26, 2025 (on time)
📅
15.3 days Total Age
⏱️
30.5d in Ready to Bill Longest Stage
🔄
13 transitions Status Changes
⚠️
49.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540953
CF-80845
Closed
Special Instructions: higi will pick up from Emsar GROUP 3 Special Instructions: higi will pick up from Emsar GROUP 3 This will be picked up by Higi in group 3 on 11/20/25. Model of Kiosk new Alternate configuration Station How will higi connect to the internet Wifi Installation date 11/25/2025 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-01313049 (current) Invoiced
Installation • Brandon Green
Created: Nov 4, 2025 • Closed: Nov 26, 2025
Completed with significant delays
Invoiced • 282 days old
🚨
Primary Delay 30.5 days stuck in "Ready to Bill"
⏱️
Total Delay 49.1 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
8.3d / 3.0d SLA
Production
5.9d / 2.0d SLA
Ready for Scheduling
0.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
1.9d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
1.5d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Billing Review
12.0d / 2.0d SLA
Ready to Bill
30.5d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11.26.25 hshaw - moved Wo to BR, missing 7 quality pics. chat jMurray

Ready Date 11/21/2025 BA

11/11/25 lcoonrod

Per email from Higi:

Our carrier prefers to p/u MON 11/24 and guarantees delivery of all 5 kiosks same day. Emsar to do installs TUES 11/25 and WED 11/26

Attached 5 BOL’s will pick up 8:30am on the 24th go direct to all stores.

🔧 Work Performed
Install of new unit tested unit unit working as intended and placed into service
🔍 Technician Findings
Installation
⚠️ Problem Description
Special Instructions: higi will pick up from Emsar GROUP 3 Special Instructions: higi will pick up from Emsar GROUP 3 Special Instructions: higi will pick up from Emsar GROUP 3 This will be picked up by Higi in group 3 on 11/20/25. Model of Kiosk new Alternate configuration Station How will higi connect to the internet Wifi Installation date 11/25/2025 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

📞
▶
5 Case Linked Nov 4, 4:18 PM
Case Linked → Work Order Created → Status: L2 Screening → Parts Requested → Status: Awaiting Parts
📋
Work Order Created
Work Order: WO-01313049
Type: Installation
Priority: PC
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
Parts Requested
Order: 00084752
Status: Closed
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2m
⚠️ 9.0 business days
🏭
Status: Production by Bryan Allphin Nov 17, 12:01 PM
From: Awaiting Parts
To: Production
Duration in Previous: 12d 19h
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Bryan Allphin Nov 24, 8:43 AM
From: Production
To: Ready for Scheduling
Duration in Previous: 6d 20h
👷
▶
4 Technician Assigned Nov 24, 11:36 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 52m
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-25T15:00:00.000+0000
📅
Dispatch Scheduled by Charles Ramen Nov 24, 11:42 AM
Scheduled For: 2025-11-25T15:30:00.000+0000, 2025-11-25T15:00:00.000+0000
📅
▶
2 Dispatch Scheduled Nov 25, 9:19 AM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2025-11-25T16:00:00.000+0000
🔧
Status: Tech On Site by Brandon Green Nov 25, 2:21 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
⏱️
▶
2 3x Labor Added Nov 25, 3:10 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Brandon Green
From: Tech On Site
To: Completed
Duration in Previous: 51m
🏁
Status: Closed by David Carvalho Nov 26, 10:12 AM
From: Completed
To: Closed
Duration in Previous: 18h 59m
💵
Status: Billing Review by Hannah Shaw Nov 26, 11:10 AM
From: Closed
To: Billing Review
Duration in Previous: 58m
🚨 12.0 business days
📄
Status: Ready to Bill by Hannah Shaw Dec 15, 3:23 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 19d 4h
🚨 31.0 business days
📨
Status: Invoice Pending by Hannah Shaw Jan 29, 11:18 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 44d 19h
🧾
▶
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: 8.3 business days (threshold: 3.0 business days)
Exceeded by 5.3 business days
Production
Duration: 5.9 business days (threshold: 2.0 business days)
Exceeded by 3.9 business days
Completed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours
Billing Review
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Ready to Bill
Duration: 30.5 business days (threshold: 1.0 business days)
Exceeded by 29.5 business days

🔗 Related Artifacts

📞
Case 00540953
Closed
📦
Parts Order 00084752
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Brandon Green
Scheduled
Nov 25, 11:00 AM
Created
Nov 4, 4:19 PM
Invoice #
SM-252505

Work Details (3)

Name Type Status Qty Amount Date
WL-03019883 Labor Open 1.75 $0.00 Nov 25, 3:10 PM
WL-03019884 Labor Open 1.5 $213.50 Nov 25, 3:10 PM
WL-03019885 Travel Open 100 $0.00 Nov 25, 3:10 PM

Details