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WO-01327297 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 1133 — 8028 Highway 100, Nashville TN, 37221

Dec 18, 2025 → Dec 24, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 24, 2025
🕐 Clock stopped: Completed (Dec 24)
⏸ 2d excluded (parts wait + holding)
✓ SLA Met
Dispatch 2.5d
Material Management 1.0d
Coordinators 2.5d
Field Work 0.1d
Billing 0.0d
✓ SLA Met
Dispatch
2.5 days
Over SLA
Material Management
1.0 days
Coordinators
2.5 days
Over SLA
Field Work
0.1 days
Billing
0.0 days
Created: Dec 18, 2025 Due: Dec 24, 2025 Completed: Dec 24, 2025 (on time)
📅
4.5 days Total Age
⏱️
2.4d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
1.4d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552740
higi
Closed
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Dec 18, 2025
Work Orders from this Case (1)
WO-01327297 (current) Invoiced
Repair • Michael Swingle
Created: Dec 18, 2025 • Closed: Dec 24, 2025
Completed with minor delays
Invoiced • 147 days old
🚨
Primary Delay 2.4 days stuck in "Scheduled"
⏱️
Total Delay 1.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.5d / 0.5d SLA
L2 Screening
0.9d / 1.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
2.4d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Closed
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/18/25 lcoonrod

Pharm will reboot as soon as they can.

🔧 Work Performed
I removed old PC and replaced it with a new one sent to me. I plugged unit in and logged into Kiosk. I installed the Archer TP link onto PC. I rebooted Kiosk and top monitor was scrolling ads and bottom monitor was on home screen ready for use. I logged into the Kiosk using the Higi app and checked my BP, stop button and weight. All were working. I contacted Tech Support to deploy the new PC.
🔍 Technician Findings
I arrived on site to change out the PC. Kiosk was plugged in and both monitors were black.
⚠️ Problem Description
Use this password to access the kiosk:  @NQ#Z9J2 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

📞
Case Linked Dec 18, 9:33 AM
Case Number: 00552740
Subject: higi
Status: Closed
📋
Work Order Created Dec 18, 2:56 PM
Work Order: WO-01327297
Type: Repair
Priority: P4
🔍
Status: L2 Screening by Leona Coonrod Dec 19, 11:24 AM
From: Entered
To: L2 Screening
Duration in Previous: 20h 28m
⏳ 1.0 business days
📦
▶
2 Parts Requested Dec 20, 1:12 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Phillip Castillo
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1d 1h
⏳ 1.0 business days
📅
Status: Ready for Scheduling by Jacob Jones Dec 22, 2:50 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 1h
📅
▶
3 Dispatch Scheduled Dec 22, 3:50 PM
Dispatch Scheduled → Technician Assigned → Status: Scheduled
👷
Technician Assigned by Melissa Owens
Technician: Michael Swingle
🗓️
Status: Scheduled by Melissa Owens
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 59m
📦
▶
2 Parts Requested Dec 23, 9:56 AM
Parts Requested → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by MICHAEL SWINGLE Dec 24, 12:34 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 20h
⏱️
6x Labor Added Dec 24, 1:30 PM
Type: Labor, Travel
Status: Open
Qty: 3, 1.0666666666667, 1.1, 1.3333333333333, 50
✔️
Status: Completed by MICHAEL SWINGLE Dec 24, 1:40 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 5m, 0m
📄
▶
2 Status: Ready to Bill Dec 24, 1:56 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⚠️ 5.0 business days
🧾
Invoice Created Dec 30, 10:52 AM
Invoice Number: SM-249916

Bottlenecks

Entered
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 1.0 business days
Scheduled
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.2 business hours

🔗 Related Artifacts

📞
Case 00552740
Closed
📦
Parts Order 00087079
Closed
📦
Parts Order 00087173
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Michael Swingle
Scheduled
Dec 24, 9:45 AM
Created
Dec 18, 2:56 PM
Invoice #
SM-249916

Work Details (8)

Name Type Status Qty Amount Date
WL-03046058 Parts Open 1 $0.00 Dec 23, 9:56 AM
WL-03046059 Expenses Open 1 $0.00 Dec 23, 9:56 AM
WL-03047384 Labor Open 3 $0.00 Dec 24, 1:30 PM
WL-03047385 Labor Open 1.0666666666667 $0.00 Dec 24, 1:30 PM
WL-03047386 Labor Open 1.1 $0.00 Dec 24, 1:30 PM
WL-03047387 Labor Open 1.3333333333333 $0.00 Dec 24, 1:30 PM
WL-03047388 Travel Open 50 $0.00 Dec 24, 1:30 PM
WL-03047389 Travel Open 50 $0.00 Dec 24, 1:30 PM

Details