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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324231 ↗ ServiceMax

HIGI LLC • Parts Sale • PC

📍 HIGI OFFICE - HIGI — 20 N. Wacker Suite 1642, Chicago IL, 60654

Dec 8, 2025 → Jan 15, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 11, 2025
✗ SLA Missed (23 biz days late)
Active: 26 biz days
🕐 Clock stopped: Invoiced (Jan 15, 2026)
▶ Clock Running
Status: Created
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 8 → Dec 8, 2025
0 business days (not counted)
26d
▶ Clock Running
Status: Reschedule
Dec 8 → Jan 15, 2026
26 business days (counted)
Running total: 26 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 15 → Jan 15, 2026
0 business days (not counted)
Created: Dec 8, 2025 Invoiced: Jan 15, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 8 → Dec 8 Created ▶ Running 0 0
Dec 8 → Dec 8 Assigned ▶ Running 0 0
Dec 8 → Dec 8 L2 Screening ▶ Running 0 0
Dec 8 → Dec 8 Awaiting Parts ⏸ Paused 0 —
Dec 8 → Jan 15 Reschedule ▶ Running 26 26
Jan 15 → Jan 15 Awaiting Parts ⏸ Paused 0 —
Dispatch 0.0d
Material Management 0.3d
Coordinators 27.0d
Billing 48.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
0.3 days
Coordinators
27.0 days
Over SLA
Billing
48.8 days
Over SLA
Created: Dec 8, 2025 Due: Dec 11, 2025 Completed: Jan 15, 2026 (34 days late)
📅
27.0 days Total Age
⏱️
48.3d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
73.9d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549341
3 locations on the system (need to chatter Branden, per request)
Closed
Please ship me a PM Kit to our new office along with a return label. No signature required.
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Sherry Reich
Created
Dec 5, 2025
Work Orders from this Case (2)
WO-01324206 Assigned
Support • Brendan Chaney
Created: Dec 5, 2025
WO-01324231 (current) Invoiced
Parts Sale • Customer Part Sale
Created: Dec 8, 2025 • Closed: Jan 15, 2026
Completed with significant delays
Invoiced • 248 days old
🚨
Primary Delay 48.3 days stuck in "Ready to Bill"
⏱️
Total Delay 73.9 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
Assigned
0.0d / 0.5d SLA
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
0.3d / 3.0d SLA
Reschedule
27.0d / 2.0d SLA
Closed
2.6d / 1.0d SLA
Ready to Bill
48.3d / 1.0d SLA
Invoice Pending
0.5d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Tracking# 1z01e3e70196468161 Please ship me a PM Kit to our new office along with a return label. No signature required
⚠️ Problem Description
Please ship me a PM Kit to our new office along with a return label. No signature required.

Timeline

📞
Case Linked Dec 5, 3:23 PM
Case Number: 00549341
Subject: 3 locations on the system (need to chatter Branden, per request)
Status: Closed
⏳ 2.0 business days
📋
▶
4 Work Order Created Dec 8, 8:58 AM
Work Order Created → Technician Assigned → Status: Assigned → Status: L2 Screening
👷
Technician Assigned by Sherry Reich
Technician: Customer Part Sale
👷
Status: Assigned by Sherry Reich
From: Entered
To: Assigned
Duration in Previous: 1m
🔍
Status: L2 Screening by Sherry Reich
From: Assigned
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Status: Awaiting Parts Dec 8, 9:17 AM
Status: Awaiting Parts → Parts Requested
📦
Parts Requested
Order: 00086382
Status: Closed
🔩
▶
2 2x Parts Added Dec 8, 11:17 AM
2x Parts Added → Status: Reschedule
🔄
Status: Reschedule by John Rolston
From: Awaiting Parts
To: Reschedule
Duration in Previous: 2h 0m
🚨 27.0 business days
📦
Status: Awaiting Parts by Rhonnie Reeves Jan 15, 2:08 PM
From: Reschedule, Awaiting Parts
To: Awaiting Parts, Closed
Duration in Previous: 38d 2h, 0m
⏳ 3.0 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 20, 4:40 PM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 2h
🚨 48.9 business days
📨
Status: Invoice Pending by Hannah Shaw Mar 30, 1:56 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 68d 20h
💰
▶
2 Status: Invoiced Mar 30, 6:07 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-257797

Bottlenecks

Reschedule
Duration: 27.0 business days (threshold: 2.0 business days)
Exceeded by 25.0 business days
Closed
Duration: 2.6 business days (threshold: 1.0 business days)
Exceeded by 1.6 business days
Ready to Bill
Duration: 48.3 business days (threshold: 1.0 business days)
Exceeded by 47.3 business days

🔗 Related Artifacts

📞
Case 00549341
Closed
📦
Parts Order 00086382
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Parts Sale
Branch
N/A
Technician
Customer Part Sale
Scheduled
N/A
Created
Dec 8, 8:58 AM
Invoice #
SM-257797

Work Details (2)

Name Type Status Qty Amount Date
WL-03029995 Parts Open 1 $0.00 Dec 8, 11:17 AM
WL-03029996 Expenses Open 1 $73.26 Dec 8, 11:17 AM

Details