Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01325122 ↗ ServiceMax

HIGI LLC • Repair/PM • P4

📍 Publix 851 — 7050 Seminole Pratt-Whitney Road, Loxahatchee FL, 33470

Dec 11, 2025 → Mar 27, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 17, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Paused: 67 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 27, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Dec 11 → Dec 12, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
⏸67d
⏸ Clock Paused
Status: Awaiting Parts
Dec 12 → Mar 23, 2026
67 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Mar 23 → Mar 27, 2026
4 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 27 → Mar 27, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
Created: Dec 11, 2025 Completed: Mar 27, 2026
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 11 → Dec 11 Created ▶ Running 0 0 / 4
Dec 11 → Dec 12 L2 Screening ▶ Running 1 1 / 4
Dec 12 → Mar 23 Awaiting Parts ⏸ Paused 67 —
Mar 23 → Mar 23 Ready for Scheduling ▶ Running 0 1 / 4
Mar 23 → Mar 27 Scheduled ▶ Running 4 5 / 4
Mar 27 → Mar 27 Tech On Site ▶ Running 0 5 / 4
Dispatch 1.6d
Material Management 68.0d
Coordinators 4.6d
Field Work 0.8d
Billing 0.2d
✗ SLA Missed
Dispatch
1.6 days
Over SLA
Material Management
68.0 days
Over SLA
Coordinators
4.6 days
Over SLA
Field Work
0.8 days
Billing
0.2 days
Created: Dec 11, 2025 Due: Dec 17, 2025 Completed: Mar 28, 2026 (100 days late)
📅
72.6 days Total Age
⏱️
68.0d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
69.9d 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 significant delays
Invoiced • 245 days old
🚨
Primary Delay 68.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 69.9 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
L2 Screening
1.5d / 1.0d SLA
Awaiting Parts
68.0d / 3.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Scheduled
4.4d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
0.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/23/26 AJinerson - WO released past SLA. No chance of meeting SLA.


871-0001-02R OUT OF STOCK RC 12/12/2025

🔧 Work Performed
Replaced the AD Monitor Performed PM Service
🔍 Technician Findings
Working kiosk but AD Monitor lamp out
⚠️ 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 sent Key to Kiosk Use this password to access the kiosk: Y2TJ4CRP 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 Dec 11, 2:35 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Dec 12, 4:55 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 14h 18m
🚨 68.0 business days
📅
Status: Ready for Scheduling by Robert Cox Mar 23, 3:08 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 101d 9h
👷
▶
3 Technician Assigned Mar 23, 4:53 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Abby Jinerson
Scheduled For: 2026-03-26T17:00:00.000+0000, 2026-03-27T17:00:00.000+0000
🗓️
Status: Scheduled by Abby Jinerson
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 1h 44m
📦
▶
2 Parts Requested Mar 24, 10:45 AM
Parts Requested → 4x Parts Added
🔩
4x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
📅
Dispatch Scheduled by Abby Jinerson Mar 24, 4:58 PM
Scheduled For: 2026-03-27T16:30:00.000+0000, 2026-03-27T16:00:00.000+0000
⏳ 3.9 business days
🔧
Status: Tech On Site by Rob Rivera Mar 27, 1:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 20h
✔️
▶
2 Status: Completed Mar 27, 3:03 PM
Status: Completed → 3x Travel Added
🚗
3x Travel Added
Type: Travel, Labor
Status: Open
Qty: 27, 1
🏁
Status: Closed by Rob Rivera Mar 27, 9:59 PM
From: Completed
To: Closed
Duration in Previous: 6h 55m
⏳ 3.3 business days
📄
Status: Ready to Bill by Hannah Shaw Apr 1, 10:51 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 12h
📨
▶
2 Status: Invoice Pending Apr 1, 12:46 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
🧾
Invoice Created Apr 1, 1:43 PM
Invoice Number: SM-258050

Bottlenecks

L2 Screening
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours
Awaiting Parts
Duration: 68.0 business days (threshold: 3.0 business days)
Exceeded by 65.0 business days
Scheduled
Duration: 4.4 business days (threshold: 2.0 business days)
Exceeded by 2.4 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📦
Parts Order 00086672
Closed
📦
Parts Order 00093211
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair/PM
Branch
N/A
Technician
Robert Rivera
Scheduled
Mar 27, 12:00 PM
Created
Dec 11, 2:35 PM
Invoice #
SM-258050

Work Details (7)

Name Type Status Qty Amount Date
WL-03156665 Parts Open 1 $0.00 Mar 24, 10:45 AM
WL-03156666 Parts Open 1 $0.00 Mar 24, 10:45 AM
WL-03156667 Parts Open 1 $0.00 Mar 24, 10:45 AM
WL-03156668 Expenses Open 1 $0.00 Mar 24, 10:45 AM
WL-03163193 Travel Open 27 $0.00 Mar 27, 3:08 PM
WL-03163194 Labor Open 1 $0.00 Mar 27, 3:08 PM
WL-03163195 Labor Open 2 $0.00 Mar 27, 3:08 PM

Details