Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315644 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 1342 — 1101 8Th Avenue West, Palmetto FL, 34221

Nov 17, 2025 → Mar 18, 2026

✅ Completed
P4 4 business days from creation
Target: Nov 21, 2025
🕐 Clock stopped: Tech Off Site (Mar 19)
⏸ 115d excluded (parts wait + holding)
✗ SLA Missed (2d late)
Dispatch 0.1d
Material Management 84.3d
Coordinators 3.6d
Field Work 0.4d
Billing 1.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
84.3 days
Over SLA
Coordinators
3.6 days
Over SLA
Field Work
0.4 days
Billing
1.0 days
Created: Nov 17, 2025 Due: Nov 21, 2025 Completed: Mar 19, 2026 (117 days late)
📅
87.6 days Total Age
⏱️
84.3d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
83.0d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 178 days old
🚨
Primary Delay 84.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 83.0 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
84.3d / 3.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Scheduled
3.4d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/13/26 AJinerson - WO released past SLA. No chance of meeting SLA.


871-0001-02R OUT OF STOCK RC 11/18/2025

🔧 Work Performed
Replaced top monitor and 6 outlet power supply, logged into kiosk to set recommended resolution for top monitor and touchscreen.
🔍 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 Tech will be shipped replacement 6 outlet power supply. Replace applicable parts. Use this password to access the kiosk: K@J#YJ#M 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 17, 3:53 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Nov 17, 4:26 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 31m
🚨 84.9 business days
📅
Status: Ready for Scheduling by Robert Cox Mar 13, 2:58 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 115d 21h
👷
▶
3 Technician Assigned Mar 13, 4:41 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-03-18T16:00:00.000+0000
🗓️
Status: Scheduled by Abby Jinerson
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 1h 42m
⏳ 1.9 business days
📅
Dispatch Scheduled by Abby Jinerson Mar 16, 1:12 PM
Scheduled For: 2026-03-18T15:30:00.000+0000
📦
▶
2 Parts Requested Mar 16, 1:57 PM
Parts Requested → 4x Parts Added
🔩
4x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
Status: Tech On Site by Joseph Anderson Mar 18, 7:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 2h
💵
4x Expenses Added Mar 18, 8:00 PM
Type: Expenses, Labor, Travel
Status: Open
Qty: 1, 0.33333333333333, 8.6, 36
⏱️
▶
2 Labor Added Mar 18, 8:16 PM
Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Joseph Anderson
From: Tech On Site, Tech Off Site
To: Tech Off Site, Completed
Duration in Previous: 1h 10m
⏱️
▶
2 Labor Added Mar 18, 9:56 PM
Labor Added → Status: Closed
🏁
Status: Closed by Joseph Anderson
From: Completed
To: Closed
Duration in Previous: 1h 38m
⏳ 1.3 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 19, 10:26 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
📨
▶
2 Status: Invoice Pending Mar 20, 11:23 AM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 17.0 business days
🧾
Invoice Created Apr 13, 10:31 AM
Invoice Number: SM-257153

Bottlenecks

Awaiting Parts
Duration: 84.3 business days (threshold: 3.0 business days)
Exceeded by 81.3 business days
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours

🔗 Related Artifacts

📦
Parts Order 00085451
Closed
📦
Parts Order 00092498
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Joseph Anderson
Scheduled
Mar 18, 11:30 AM
Created
Nov 17, 3:53 PM
Invoice #
SM-257153

Work Details (10)

Name Type Status Qty Amount Date
WL-03145650 Parts Open 1 $0.00 Mar 16, 1:57 PM
WL-03145651 Parts Open 1 $0.00 Mar 16, 1:57 PM
WL-03145652 Parts Open 1 $0.00 Mar 16, 1:57 PM
WL-03145653 Expenses Open 1 $0.00 Mar 16, 1:58 PM
WL-03150210 Expenses Open 1 $0.00 Mar 18, 8:00 PM
WL-03150211 Labor Open 0.33333333333333 $0.00 Mar 18, 8:00 PM
WL-03150212 Travel Open 8.6 $0.00 Mar 18, 8:00 PM
WL-03150213 Travel Open 36 $0.00 Mar 18, 8:00 PM
WL-03150251 Labor Open 1.1666666666667 $0.00 Mar 18, 8:16 PM
WL-03150431 Labor Open 0.98333333333333 $0.00 Mar 18, 9:56 PM

Details