Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01329629 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Sheridan Correctional Center - Aetna — 4017 E 2603 Rd, Sheridan IL, 60551

Jan 6, 2026 → Mar 25, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (3 biz days late)
Active: 21 biz days
Paused: 33 biz days
🕐 Clock stopped: Completed (Mar 25, 2026)
▶ Clock Running
Status: Created
Jan 6 → Jan 7, 2026
1 business day (counted)
Running total: 1 of ? biz days used
⏸9d
⏸ Clock Paused
Status: Ready for Release
Jan 7 → Jan 21, 2026
9 business days (not counted)
▶ Clock Running
Status: Entered
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 1 of ? biz days used
⏸24d
⏸ Clock Paused
Status: Ready for Release
Jan 21 → Feb 25, 2026
24 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 25 → Mar 3, 2026
4 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Entered
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 5 of ? biz days used
10d
▶ Clock Running
Status: On Hold
Mar 3 → Mar 17, 2026
10 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 17 → Mar 19, 2026
2 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Entered
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 19 → Mar 23, 2026
2 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 23 → Mar 25, 2026
2 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 21 of ? biz days used
Created: Jan 6, 2026 Completed: Mar 25, 2026
Show SLA Clock Detail (17 periods)
Period Status Clock Biz Days Running Total
Jan 6 → Jan 7 Created ▶ Running 1 1
Jan 7 → Jan 21 Ready for Release ⏸ Paused 9 —
Jan 21 → Jan 21 Entered ▶ Running 0 1
Jan 21 → Jan 21 Ready for Scheduling ▶ Running 0 1
Jan 21 → Feb 25 Ready for Release ⏸ Paused 24 —
Feb 25 → Mar 3 Ready for Scheduling ▶ Running 4 5
Mar 3 → Mar 3 Entered ▶ Running 0 5
Mar 3 → Mar 17 On Hold ▶ Running 10 15
Mar 17 → Mar 17 Ready for Scheduling ▶ Running 0 15
Mar 17 → Mar 17 Assigned ▶ Running 0 15
Mar 17 → Mar 19 Scheduled ▶ Running 2 17
Mar 19 → Mar 19 Reschedule ▶ Running 0 17
Mar 19 → Mar 19 Entered ▶ Running 0 17
Mar 19 → Mar 23 Ready for Scheduling ▶ Running 2 19
Mar 23 → Mar 23 Assigned ▶ Running 0 19
Mar 23 → Mar 25 Scheduled ▶ Running 2 21
Mar 25 → Mar 25 Tech On Site ▶ Running 0 21
Dispatch 0.0d
Holding 46.2d (excluded)
Coordinators 13.3d
Field Work 0.4d
Billing 0.5d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
46.2 days
Coordinators
13.3 days
Over SLA
Field Work
0.4 days
Billing
0.5 days
Created: Jan 6, 2026 Due: Dec 31, 2026 Completed: Mar 25, 2026 (281 days early)
📅
54.6 days Total Age
⏱️
24.1d in Ready for Release Longest Stage
🔄
16 transitions Status Changes
⚠️
9.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...
Completed with minor delays
Invoiced • 222 days old
🚨
Primary Delay 24.1 days stuck in "Ready for Release"
⏱️
Total Delay 9.9 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
12.2d
Ready for Release
34.1d
Ready for Scheduling
7.7d / 1.0d SLA
Entered
0.0d / 0.5d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
5.5d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
0.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/23/2026 CRamen spoke with Jessica and schedule for Wednesday 3/25/2026 with tech arrival between 8-10am. Facility making gate pass for MHuffamn


3/20/2026 CRamen left a vm for a returned call to schedule for Wednesday 3/25/2026 with tech arrival between 8-10am






3-17-26 JK Looked up facility online and called main number. Left a message with Jen Seeberson to see about coming in to conduct the PM.

Main number Phone: (815) 496-2181 ext 32101 Jessica Cortez


Per Higi, please send tech to site to attempt PM or to obtain a contact for scheduling. Scouting attempt will be treated as T&M unless we are allowed access then PM the unit.


3/3/2026 CRamen all 3 POC via email no response with the exception of Britney Cochran who doesnt even work at that facility. No responses from extensions listed off of number provided 


3/2/2026 CRamen left a vm for a returned call to schedule for Wednesday 3/4/2026 with tech arrival between 8-10am. (Ronnie Salone would be assigned if scheduled this week.


2/27/2026 CRamen left a vm for Megan 618-394-2200 for a returned call to schedule for Friday 3/13/2026 with tech arrival between 8-10am. Brandon in area but not assigned till schedule is confirmed. Logged email to Britney, Dana and Shante. Placeholder on Brandon currently


2/26/2026 CRamen left a vm for Megan 618-394-2200 for a returned call to schedule for Friday 3/13/2026 with tech arrival between 8-10am. Brandon in area but not assigned till schedule is confirmed.


2/25/2026 CRamen left a vm 618-394-2200 for a returned call to schedule.


1/13/2026 Sramen - CBakkemo provided additional contact info for this year.

Email --- brittany.cochrane@illinois.gov --- (618) 394-2200 ext 2419

* Ball, Dana --- dana.m.ball@illinois.gov

* Burke, Shante --- shante.burke@illinois.gov

🔧 Work Performed
3/25/2026 Mike Huffman. Completed the PM and checklist. Completed the Field Service Report and obtained customer signature.
🔍 Technician Findings
Kiosk is fully operational.
⚠️ Problem Description
Please Perform a PM on this Kiosk and attach all required photos from the PM Checklist Note this is a Non-retail account and requires a call to schedule. Please navigate to the location page for contact details Regardless if a PM was completed or not a Checklist and photos are required as well as a signed field service report for every work order If a follow up is needed: Confirm with Tech support, select New issue, enter in the troubleshooting performed and part needed for the follow up in the follow up notes field Trunk stock work order: email dispatch@emsar.com with current work order # and the description of the repair that is required to be performed prior to PM completion (Example LED lights, bamboo seat replacement, Leveler replacement etc. all parts that can be found in your trunk stock ) Link to Work Instructions & Checklist on last page: SZZT (Higi Green) https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Green/WI-ST-310%20Higi%20Green%20Preventative%20Maintenance.pdf
📄 Description
Higi Green Kiosk Hard wired

Timeline

📋
Work Order Created Jan 6, 2:13 PM
Work Order: WO-01329629
Type: Preventive Maintenance
Priority: PSM
✅
Status: Ready for Release by Stephanie Ramen Jan 7, 10:06 AM
From: On Hold
To: Ready for Release
Duration in Previous: 19h 53m
🚨 10.0 business days
🆕
Status: Entered by Nicole Floyd Jan 21, 6:22 PM
From: Ready for Release, Entered, Ready for Scheduling
To: Entered, Ready for Scheduling, Ready for Release
Duration in Previous: 14d 8h, 0m
🚨 24.7 business days
📅
Status: Ready for Scheduling by Stephanie Ramen Feb 25, 11:00 AM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 34d 16h
⚠️ 5.0 business days
🆕
▶
2 Status: Entered Mar 3, 2:26 PM
Status: Entered → Status: On Hold
⏸️
Status: On Hold by Charles Ramen
From: Entered
To: On Hold
Duration in Previous: 1m
🚨 11.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Mar 17, 12:30 PM
From: On Hold
To: Ready for Scheduling
Duration in Previous: 13d 21h
👷
▶
2 Technician Assigned Mar 17, 2:20 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 49m
🗓️
▶
2 Status: Scheduled Mar 17, 3:31 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jonathan Kuehl
Scheduled For: 2026-03-20T16:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Jonathan Kuehl Mar 19, 9:28 AM
Scheduled For: 2026-03-20T13:00:00.000+0000
🔄
Status: Reschedule by Charles Ramen Mar 19, 4:17 PM
From: Scheduled, Reschedule
To: Reschedule, Entered
Duration in Previous: 2d 0h, 0m
📅
Status: Ready for Scheduling by Chris Bakkemo Mar 19, 4:35 PM
From: Entered
To: Ready for Scheduling
Duration in Previous: 17m
⏳ 2.9 business days
👷
▶
3 Status: Assigned Mar 23, 12:51 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Charles Ramen
Technician: Mike Huffman
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-03-25T13:00:00.000+0000
💵
Expenses Added Mar 23, 3:00 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
Status: Tech On Site by MICHAEL HUFFMAN Mar 25, 8:25 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 19h
⏱️
▶
2 3x Labor Added Mar 25, 11:55 AM
3x Labor Added → Status: Completed
✔️
Status: Completed by MICHAEL HUFFMAN
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 32m, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 30, 9:50 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 21h
📨
▶
3 Status: Invoice Pending Mar 30, 1:53 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-257796
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Ready for Scheduling
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.5 business hours
Ready for Scheduling
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.1 business hours
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Mike Huffman
Scheduled
Mar 25, 9:00 AM
Created
Jan 6, 2:13 PM
Invoice #
SM-257796

Work Details (4)

Name Type Status Qty Amount Date
WL-03155575 Expenses Open 1 $0.00 Mar 23, 3:00 PM
WL-03158548 Labor Open 1 $0.00 Mar 25, 11:55 AM
WL-03158549 Labor Open 1.5 $0.00 Mar 25, 11:55 AM
WL-03158550 Travel Open 26 $0.00 Mar 25, 11:55 AM

Details