Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324417 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Stop&Shop 801 — 100 Route 36, Keyport NJ, 07735

Dec 8, 2025 → Dec 12, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 12, 2025
🕐 Clock stopped: Completed (Dec 12)
✓ SLA Met
Dispatch 0.2d
Material Management 1.1d
Coordinators 4.2d
Field Work 0.0d
Billing 0.1d
✓ SLA Met
Dispatch
0.2 days
Material Management
1.1 days
Coordinators
4.2 days
Over SLA
Field Work
0.0 days
Billing
0.1 days
Created: Dec 8, 2025 Due: Dec 12, 2025 Completed: Dec 12, 2025 (on time)
📅
4.3 days Total Age
⏱️
3.9d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
2.2d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with minor delays
Invoiced • 157 days old
🚨
Primary Delay 3.9 days stuck in "Scheduled"
⏱️
Total Delay 2.2 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
0.1d / 1.0d SLA
Awaiting Parts
1.1d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Scheduled
3.9d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Tech replaced the touch screen and still was not turning on. Tech reseat the wires from the power box and touch screen on. PC will not start up and tried to reboot the pc. tech called level 2 support and advised to replace the pc.
🔍 Technician Findings
tech found the unit not working
⚠️ Problem Description
Tech will be shipped replacement Touchscreen nose assembly. Tech will replace all parts shipped, adjust resolution in resolution settings, calibrate, and restore functionality. Touchscreen should be set as main display. Resolution settings 1440×900 / 60HZ top 800×600 / 60HZ bottom Follow-Up Notes touch screen needs to be replace Use this password to access the kiosk:  K3%FTXK6 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

📋
Work Order Created Dec 8, 4:39 PM
Work Order: WO-01324417
Type: Repair
Priority: P4
🔍
Status: L2 Screening by Leona Coonrod Dec 8, 4:56 PM
From: Entered
To: L2 Screening
Duration in Previous: 17m
📦
▶
2 Parts Requested Dec 8, 6:02 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 5m
📅
Status: Ready for Scheduling by Robert Cox Dec 9, 9:19 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 15h 17m
👷
▶
3 Technician Assigned Dec 9, 11:43 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2h 23m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-11T14:00:00.000+0000
📦
▶
2 Parts Requested Dec 9, 12:43 PM
Parts Requested → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
📅
Dispatch Scheduled by Kourtney Smith Dec 11, 8:24 AM
Scheduled For: 2025-12-12T16:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Pete Ramos Dec 12, 4:09 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 4h
⏱️
▶
3 5x Labor Added Dec 12, 4:19 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Pete Ramos
From: Tech On Site
To: Completed
Duration in Previous: 11m
🏁
Status: Closed by Pete Ramos
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Dec 15, 9:52 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 17h
📨
Status: Invoice Pending by Hannah Shaw Dec 15, 10:20 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 28m, 0m
⏳ 3.0 business days
🧾
Invoice Created Dec 17, 3:27 PM
Invoice Number: SM-249101

Bottlenecks

Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours

🔗 Related Artifacts

📦
Parts Order 00086445
Closed
📦
Parts Order 00086488
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Pete Ramos
Scheduled
Dec 12, 11:00 AM
Created
Dec 8, 4:39 PM
Invoice #
SM-249101

Work Details (7)

Name Type Status Qty Amount Date
WL-03031399 Parts Open 1 $0.00 Dec 9, 12:43 PM
WL-03031400 Expenses Open 1 $0.00 Dec 9, 12:43 PM
WL-03036213 Labor Open 1.25 $0.00 Dec 12, 4:19 PM
WL-03036214 Labor Open 1.5 $0.00 Dec 12, 4:19 PM
WL-03036215 Labor Open 1 $0.00 Dec 12, 4:19 PM
WL-03036216 Travel Open 51 $0.00 Dec 12, 4:19 PM
WL-03036217 Travel Open 45 $0.00 Dec 12, 4:19 PM

Details