Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315426 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 555 — 3825 South Osprey Avenue, Sarasota FL, 34239

Nov 14, 2025 → Mar 9, 2026

✅ Completed
P4 4 business days from creation
Target: Nov 20, 2025
🕐 Clock stopped: Tech Off Site (Mar 9)
⏸ 109d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.1d
Material Management 78.4d
Coordinators 4.1d
Field Work 0.1d
Billing 0.2d
✗ SLA Missed
Dispatch
0.1 days
Material Management
78.4 days
Over SLA
Coordinators
4.1 days
Over SLA
Field Work
0.1 days
Billing
0.2 days
Created: Nov 14, 2025 Due: Nov 20, 2025 Completed: Mar 9, 2026 (108 days late)
📅
81.5 days Total Age
⏱️
78.4d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
78.7d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 181 days old
🚨
Primary Delay 78.4 days stuck in "Awaiting Parts"
⏱️
Total Delay 78.7 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
78.4d / 3.0d SLA
Ready for Scheduling
0.4d / 1.0d SLA
Scheduled
3.8d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.6d / 1.0d SLA
Ready to Bill
0.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/4/26 AJinerson - WO released past SLA, no chance of meeting SLA.


871-0001-02R IS OUT OF STOCK 11/17/2025 JJ

🔧 Work Performed
Replaced top monitor, logged into kiosk to set recommended resolution for touchscreen and top monitor. Follow up will be needed for 6 outlet power supply due to ground prong missing.
🔍 Technician Findings
Top monitor displaying black screen and ground prong missing from 6 outlet power supply, no physical damage found.
⚠️ Problem Description
Tech will be shipped replacement advertisement monitor. Tech will replace and restore functionality. Top monitor is not displaying. Resolution settings 1440×900 / 60HZ top 800×600 / 60HZ bottom Use this password to access the kiosk: ##W7*CWL 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 14, 3:10 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Nov 14, 3:35 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 22m
🚨 79.0 business days
📅
Status: Ready for Scheduling by Robert Cox Mar 4, 9:49 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 109d 18h
👷
▶
3 Technician Assigned Mar 4, 12:55 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-03-09T13:30:00.000+0000
🗓️
Status: Scheduled by Abby Jinerson
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 3h 5m
📦
▶
2 Parts Requested Mar 4, 3:31 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 Joseph Anderson Mar 9, 11:08 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 21h
⏱️
▶
2 2x Labor Added Mar 9, 11:47 AM
2x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Joseph Anderson
From: Tech On Site
To: Tech Off Site
Duration in Previous: 40m
⏱️
▶
2 Labor Added Mar 9, 12:02 PM
Labor Added → Status: Completed
✔️
Status: Completed by Joseph Anderson
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 15m, 0m
⏳ 2.1 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 11, 12:29 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 12h
📨
▶
2 Status: Invoice Pending Mar 11, 1:44 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
⏳ 3.0 business days
🧾
Invoice Created Mar 13, 8:15 PM
Invoice Number: SM-256119

Bottlenecks

Awaiting Parts
Duration: 78.4 business days (threshold: 3.0 business days)
Exceeded by 75.4 business days
Scheduled
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📦
Parts Order 00085336
Closed
📦
Parts Order 00091558
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Joseph Anderson
Scheduled
Mar 9, 9:30 AM
Created
Nov 14, 3:10 PM
Invoice #
SM-256119

Work Details (6)

Name Type Status Qty Amount Date
WL-03130063 Parts Open 1 $0.00 Mar 4, 3:31 PM
WL-03130064 Parts Open 1 $0.00 Mar 4, 3:31 PM
WL-03130065 Expenses Open 1 $0.00 Mar 4, 3:31 PM
WL-03135751 Labor Open 3.23333 $0.00 Mar 9, 11:47 AM
WL-03135752 Travel Open 75 $0.00 Mar 9, 11:47 AM
WL-03135775 Labor Open 0.88333 $0.00 Mar 9, 12:02 PM

Details