Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327648 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 1645 — 1411 Folly Road, Charleston SC, 29412

Dec 22, 2025 → Dec 30, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 26, 2025
🕐 Clock stopped: Completed (Dec 30)
✗ SLA Missed (3d late)
Dispatch 0.1d
Material Management 1.4d
Coordinators 4.5d
Field Work 1.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
1.4 days
Coordinators
4.5 days
Over SLA
Field Work
1.0 days
Billing
0.0 days
Created: Dec 22, 2025 Due: Dec 29, 2025 Completed: Dec 30, 2025 (on time)
📅
6.3 days Total Age
⏱️
4.5d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
2.5d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...
Completed with minor delays
Invoiced • 143 days old
🚨
Primary Delay 4.5 days stuck in "Scheduled"
⏱️
Total Delay 2.5 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
1.4d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
4.5d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
replaced pc w new - calibrated settings - tested functionability - contacted level 2 - verified w cx/signature -
🔍 Technician Findings
found unit needing repair - unit out of service by cx - unit not connecting to wifi
⚠️ Problem Description
Tech will be sent a PC for replacement. Tech must replace PC kit but do not transfer graphics card from old to new PC. Regardless if PC is installed or not you must contact Level 2 support while onsite to verify errors as well as update portal and ServiceMax for used or unused PC parts Tech will be sent Key to Kiosk Use this password to access the kiosk: LXTXN4J6 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
Higi Station WI-FI

Timeline

📋
▶
2 Work Order Created Dec 22, 2:56 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 4m
📦
▶
2 Parts Requested Dec 22, 3:28 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 27m
📅
▶
4 Status: Ready for Scheduling Dec 23, 2:39 PM
Status: Ready for Scheduling → Status: Scheduled → Technician Assigned → Dispatch Scheduled
🗓️
Status: Scheduled by Melissa Owens
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 4m
👷
Technician Assigned by Melissa Owens
Technician: a0hVU000000KcHFYA0, Rozier Cole
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-29T16:00:00.000+0000
📦
▶
2 Parts Requested Dec 23, 4:16 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 5.0 business days
🔧
Status: Tech On Site by Rozier Cole Dec 29, 5:10 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 2h
⏱️
▶
2 5x Labor Added Dec 30, 12:00 AM
5x Labor Added → Status: Completed
✔️
Status: Completed by Rozier Cole
From: Tech On Site
To: Completed
Duration in Previous: 6h 53m
🏁
Status: Closed by Rozier Cole Dec 30, 12:59 AM
From: Completed
To: Closed
Duration in Previous: 56m
📄
▶
2 Status: Ready to Bill Dec 30, 10:09 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 10.0 business days
🧾
Invoice Created Jan 12, 10:45 AM
Invoice Number: SM-250109

Bottlenecks

Scheduled
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📦
Parts Order 00087140
Closed
📦
Parts Order 00087248
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Rozier Cole
Scheduled
Dec 29, 11:00 AM
Created
Dec 22, 2:56 PM
Invoice #
SM-250109

Work Details (8)

Name Type Status Qty Amount Date
WL-03046545 Parts Open 1 $0.00 Dec 23, 4:16 PM
WL-03046546 Parts Open 1 $0.00 Dec 23, 4:16 PM
WL-03046547 Expenses Open 1 $0.00 Dec 23, 4:16 PM
WL-03049529 Labor Open 2.5 $0.00 Dec 30, 12:00 AM
WL-03049530 Labor Open 3 $0.00 Dec 30, 12:00 AM
WL-03049531 Labor Open 2.75 $0.00 Dec 30, 12:00 AM
WL-03049532 Travel Open 136 $0.00 Dec 30, 12:00 AM
WL-03049533 Travel Open 136 $0.00 Dec 30, 12:00 AM

Details