Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328064 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Stop&Shop 618 — 410 Readville Drive, Waterbury CT, 06705

Dec 24, 2025 → Dec 31, 2025

✅ Completed
P4 4 business days from creation
Target: Dec 30, 2025
🕐 Clock stopped: Completed (Jan 1)
⏸ 1d excluded (parts wait + holding)
✗ SLA Missed
Dispatch 0.1d
Material Management 2.4d
Coordinators 4.7d
Field Work 0.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
2.4 days
Coordinators
4.7 days
Over SLA
Field Work
0.0 days
Billing
0.0 days
Created: Dec 24, 2025 Due: Dec 31, 2025 Completed: Jan 1, 2026 (on time)
📅
5.6 days Total Age
⏱️
3.1d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
2.7d 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 minor delays
Invoiced • 141 days old
🚨
Primary Delay 3.1 days stuck in "Scheduled"
⏱️
Total Delay 2.7 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
2.4d / 3.0d SLA
Ready for Scheduling
1.6d / 1.0d SLA
Scheduled
3.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Lightly dusted inside and outside, wipe down unit with disinfectant cleaner. Removed and replaced PC and bottom touchscreen monitor Adjust resolution The touchscreen is now responsive Performed monitor calibration, weight and BP test, Kiosk functioning the way it should. The unit is functional and online.
🔍 Technician Findings
Touchscreen unresponsive
⚠️ 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 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. Touchscreen unresponsive Resolution settings 1440×900 / 60HZ top 800×600 / 60HZ bottom Use this password to access the kiosk: 9W74P3K* 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 24, 2:53 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 24, 3:52 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 57m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Jacob Jones Dec 26, 2:30 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 22h
⏳ 2.0 business days
👷
▶
3 Technician Assigned Dec 29, 8:14 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2d 17h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2025-12-31T15:00:00.000+0000
📦
▶
2 Parts Requested Dec 29, 11:42 AM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
⏱️
3x Labor Added Dec 31, 7:46 PM
Type: Labor, Travel
Status: Open
Qty: 2.25, 107
✔️
▶
2 Status: Completed Dec 31, 8:01 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Curtis Allen
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.5 business days
📄
▶
2 Status: Ready to Bill Jan 2, 9:54 AM
Status: Ready to Bill → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4m
💰
Status: Invoiced by Hannah Shaw Jan 2, 10:03 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 4.0 business days
🧾
Invoice Created Jan 7, 12:08 PM
Invoice Number: SM-250356

Bottlenecks

Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.5 business hours
Scheduled
Duration: 3.1 business days (threshold: 2.0 business days)
Exceeded by 1.1 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📦
Parts Order 00087317
Closed
📦
Parts Order 00087370
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Curtis Allen
Scheduled
Dec 31, 10:00 AM
Created
Dec 24, 2:53 PM
Invoice #
SM-250356

Work Details (6)

Name Type Status Qty Amount Date
WL-03048869 Parts Open 1 $0.00 Dec 29, 11:42 AM
WL-03048870 Parts Open 1 $0.00 Dec 29, 11:42 AM
WL-03048871 Expenses Open 1 $0.00 Dec 29, 11:42 AM
WL-03051995 Labor Open 2.25 $0.00 Dec 31, 7:46 PM
WL-03051996 Labor Open 2 $0.00 Dec 31, 7:46 PM
WL-03051997 Travel Open 107 $0.00 Dec 31, 7:46 PM

Details