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WO-01327863 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Giant Pharmacy 243 — 317 Worth Avenue, Stafford VA, 22554

Dec 23, 2025 → Apr 8, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Dec 30, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Paused: 67 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Apr 8, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸67d
⏸ Clock Paused
Status: Awaiting Parts
Dec 23 → Apr 1, 2026
67 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Apr 1 → Apr 2, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Apr 2 → Apr 2, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Accepted
Apr 2 → Apr 2, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Apr 2 → Apr 7, 2026
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Apr 7 → Apr 8, 2026
1 business day (counted)
Running total: 5 of 4 biz days used
Created: Dec 23, 2025 Completed: Apr 8, 2026
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 23 → Dec 23 Created ▶ Running 0 0 / 4
Dec 23 → Dec 23 L2 Screening ▶ Running 0 0 / 4
Dec 23 → Apr 1 Awaiting Parts ⏸ Paused 67 —
Apr 1 → Apr 2 Ready for Scheduling ▶ Running 1 1 / 4
Apr 2 → Apr 2 Assigned ▶ Running 0 1 / 4
Apr 2 → Apr 2 Accepted ▶ Running 0 1 / 4
Apr 2 → Apr 7 Scheduled ▶ Running 3 4 / 4
Apr 7 → Apr 8 Tech On Site ▶ Running 1 5 / 4
Dispatch 0.0d
Material Management 67.4d
Coordinators 5.2d
Field Work 1.4d
Billing 0.2d
✗ SLA Missed
Dispatch
0.0 days
Material Management
67.4 days
Over SLA
Coordinators
5.2 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
0.2 days
Created: Dec 23, 2025 Due: Dec 30, 2025 Completed: Apr 8, 2026 (98 days late)
📅
72.5 days Total Age
⏱️
67.4d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
68.3d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 233 days old
🚨
Primary Delay 67.4 days stuck in "Awaiting Parts"
⏱️
Total Delay 68.3 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
0.0d / 1.0d SLA
Awaiting Parts
67.4d / 3.0d SLA
Ready for Scheduling
1.5d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
3.5d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Ready to Bill
0.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/2 MOwens PEr Rob sending to WM to do this repair

871-0001-02R OUT OF STOCK RC 12/23/2025

🔧 Work Performed
Replaced top screen and had to recalibrate the touch scree
🔍 Technician Findings
Top screen was off
⚠️ 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 Kisok Use this password to access the kiosk: NP3G2!43 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 23, 3:06 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Dec 23, 3:24 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 16m
🚨 68.0 business days
📅
Status: Ready for Scheduling by Robert Cox Apr 1, 3:54 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 98d 23h
👷
▶
2 Technician Assigned Apr 2, 2:32 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 22h 37m
📋
▶
2 Status: Accepted Apr 2, 3:56 PM
Status: Accepted → Dispatch Scheduled
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2026-04-07T12:00:00.000+0000
📦
▶
2 Parts Requested Apr 2, 4:08 PM
Parts Requested → 4x Parts Added
🔩
4x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Workmarket Integration Apr 7, 4:28 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 0h
⏳ 1.9 business days
✔️
▶
3 Status: Completed Apr 8, 5:10 PM
Status: Completed → Expenses Added → Status: Closed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Jessica Foley
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.9 business days
⏱️
▶
2 Labor Added Apr 10, 3:10 PM
Labor Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 1d 21h
📨
▶
3 Status: Invoice Pending Apr 10, 5:04 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-259027
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Awaiting Parts
Duration: 67.4 business days (threshold: 3.0 business days)
Exceeded by 64.4 business days
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.1 business hours
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📦
Parts Order 00087238
Closed
📦
Parts Order 00093943
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Work Market
Scheduled
Apr 7, 8:00 AM
Created
Dec 23, 3:06 PM
Invoice #
SM-259027

Work Details (6)

Name Type Status Qty Amount Date
WL-03171110 Parts Open 1 $0.00 Apr 2, 4:08 PM
WL-03171111 Parts Open 1 $0.00 Apr 2, 4:08 PM
WL-03171112 Parts Open 1 $0.00 Apr 2, 4:08 PM
WL-03171113 Expenses Open 1 $0.00 Apr 2, 4:08 PM
WL-03178286 Expenses Open 1 $0.00 Apr 8, 5:11 PM
WL-03181889 Labor Open - $0.00 Apr 10, 3:10 PM

Details