Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328469 ↗ ServiceMax

HIGI LLC • Installation • P4

📍 Stop&Shop 620 — 100 Qualilty Street, Trumbull CT, 06611

Dec 30, 2025 → Jan 2, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 6, 2026
✓ SLA Met (2 biz days early)
Active: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 2, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 30 → Jan 2, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
Created: Dec 30, 2025 Completed: Jan 2, 2026
Business Days Used 2 / 4
0 4d budget
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Dec 30 → Dec 30 Created ▶ Running 0 0 / 4
Dec 30 → Dec 30 Ready for Scheduling ▶ Running 0 0 / 4
Dec 30 → Dec 30 Assigned ▶ Running 0 0 / 4
Dec 30 → Jan 2 Scheduled ▶ Running 2 2 / 4
Dispatch 0.0d
Coordinators 2.3d
Field Work 0.1d
Billing 129.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.3 days
Over SLA
Field Work
0.1 days
Billing
129.4 days
Over SLA
Created: Dec 30, 2025 Due: Jan 6, 2026 Completed: Jan 2, 2026 (4 days early)
📅
2.3 days Total Age
⏱️
118.4d in Billing Review Longest Stage
🔄
11 transitions Status Changes
⚠️
124.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555087
Closed
Follow-up to WO-01327099 Tech Luis Torres this installation on Friday, January 2nd. Additional Info or special requirements use a 2014 refurbished unit. Delivery is standard retail dock to dock. Link to the Work Instruction, required checklist on page 5 https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Forms/AllItems.aspx?id=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green%2FWI%2DST%2D345%20Higi%20Green%20Installation%20Process%2Epdf&parent=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green&p=true&ct=1724684970563&or=Teams%2DHL&ga=1  Technician MUST check out with a call to EMSAR’s Tech Support **IMPORTANT** Immediately upon accepting this installation/relocation work order, the Coordinator shall contact the site to make them aware of the installation date and approximate time for the installation.  If the coordinator is unable to make contact, notify EMSAR account manager so HIGI can provide us with an alternate contact name and number.  Verification of delivery will be recorded in the problem description once delivered by the logistics coordinator.   Use this password to access the kiosk: miker0me0g0lfech0  Important: Check in upon arrival via WO button or Coordinator before you begin working on the kiosk. You must check out with Technical Support after install to verify in the portal that the kiosk is online, PC is deployed and operational Call 931-284-4999 and follow the prompts. Our Level II Support team must first verify the errors in the customer portal. Be prepared to give the Work Order number. Support Hours are Monday- Friday from 8:00 AM EST until 8:00 PM EST.
Priority
High
Origin
Created From WO
Reason
New Case
Contact
N/A
Owner
Jessica Sells
Created
Dec 30, 2025
Work Orders from this Case (1)
WO-01328469 (current) Invoiced
Installation • Luis Torres
Created: Dec 30, 2025 • Closed: Jan 2, 2026
Completed with significant delays
Invoiced • 226 days old
🚨
Primary Delay 118.4 days stuck in "Billing Review"
⏱️
Total Delay 124.7 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
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
2.3d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
0.3d / 1.0d SLA
Billing Review
118.4d / 2.0d SLA
Ready to Bill
9.4d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA
Invoiced
1.4d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1.19.26 hshaw - chat NFloyd to review if WO is billable as Installation has been charge on WO-1327099.

1.2.26 hshaw - pictures were uploaded on WO-01327099

🔧 Work Performed
**Took photos of higi unit per instructions. **Removed higi unit from inside of box completely. **Plugged unit into wall and began process to connect it to the internet. **Function & cycle tested unit to confirm working and operating as it should. **Calibrated touchscreen **Adjusted volume **Completed full test and received results via email
🔍 Technician Findings
Unit found on pallet and inside of box at the pharmacy
⚠️ Problem Description
Follow-up to WO-01327099 Tech Luis Torres this installation on Friday, January 2nd. Additional Info or special requirements use a 2014 refurbished unit. Delivery is standard retail dock to dock. Link to the Work Instruction, required checklist on page 5 https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Forms/AllItems.aspx?id=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green%2FWI%2DST%2D345%20Higi%20Green%20Installation%20Process%2Epdf&parent=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green&p=true&ct=1724684970563&or=Teams%2DHL&ga=1  Technician MUST check out with a call to EMSAR’s Tech Support **IMPORTANT** Immediately upon accepting this installation/relocation work order, the Coordinator shall contact the site to make them aware of the installation date and approximate time for the installation.  If the coordinator is unable to make contact, notify EMSAR account manager so HIGI can provide us with an alternate contact name and number.  Verification of delivery will be recorded in the problem description once delivered by the logistics coordinator.   Use this password to access the kiosk: miker0me0g0lfech0  Important: Check in upon arrival via WO button or Coordinator before you begin working on the kiosk. You must check out with Technical Support after install to verify in the portal that the kiosk is online, PC is deployed and operational Call 931-284-4999 and follow the prompts. Our Level II Support team must first verify the errors in the customer portal. Be prepared to give the Work Order number. Support Hours are Monday- Friday from 8:00 AM EST until 8:00 PM EST.
📄 Description
Higi Green Kiosk with a Wifi Installed and Storm Key pad

Timeline

📞
▶
3 Case Linked Dec 30, 4:19 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01328469
Type: Installation
Priority: P4
📅
Status: Ready for Scheduling by Jessica Sells
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
3 Technician Assigned Dec 30, 4:29 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 5m, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-02T14:00:00.000+0000
⏳ 2.9 business days
🚗
▶
2 3x Travel Added Jan 2, 12:16 PM
3x Travel Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Scheduled
To: Completed
Duration in Previous: 2d 19h
🏁
Status: Closed by Luis Torres Jan 2, 1:15 PM
From: Completed
To: Closed
Duration in Previous: 58m
💵
Status: Billing Review by Hannah Shaw Jan 2, 3:31 PM
From: Closed
To: Billing Review
Duration in Previous: 2h 15m
🚨 119.0 business days
📄
Status: Ready to Bill by Hannah Shaw Jun 23, 11:28 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 171d 18h
⚠️ 9.0 business days
📨
Status: Invoice Pending by Hannah Shaw Jul 6, 4:04 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 13d 4h
💰
Status: Invoiced by Hannah Shaw Jul 6, 4:27 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 23m
📄
Status: Ready to Bill by Yecenia Campos Jul 7, 12:40 PM
From: Invoiced
To: Ready to Bill
Duration in Previous: 20h 12m
📨
Status: Invoice Pending by Hannah Shaw Jul 7, 4:10 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3h 30m
🧾
▶
2 Invoice Created Jul 7, 4:19 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 8m

Bottlenecks

Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.5 business hours
Billing Review
Duration: 118.4 business days (threshold: 2.0 business days)
Exceeded by 116.4 business days
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00555087
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Installation
Branch
N/A
Technician
Luis Torres
Scheduled
Jan 2, 9:00 AM
Created
Dec 30, 4:23 PM
Invoice #
SM-266667

Work Details (3)

Name Type Status Qty Amount Date
WL-03052481 Travel Open 37 $0.00 Jan 2, 12:16 PM
WL-03052482 Labor Open 1.25 $213.50 Jan 2, 12:16 PM
WL-03052483 Labor Open 1.75 $0.00 Jan 2, 12:16 PM

Details