Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01329651 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Washington Gas — 11801 Nebel Street, Rockville MD, 20852

Jan 6, 2026 → Feb 18, 2026

✅ Completed
PSM Last business day of January 2026
Target: Jan 30, 2026
🕐 Clock stopped: Completed (Feb 19)
⏸ 29d excluded (parts wait + holding)
✗ SLA Missed
Holding 23.6d (excluded)
Coordinators 10.9d
Field Work 1.0d
Billing 0.1d
✗ SLA Missed
Holding (excluded from total)
23.6 days
Coordinators
10.9 days
Over SLA
Field Work
1.0 days
Over SLA
Billing
0.1 days
Created: Jan 6, 2026 Due: Feb 15, 2025 Completed: Feb 19, 2026 (368 days late)
📅
32.2 days Total Age
⏱️
22.0d in Ready for Release Longest Stage
🔄
9 transitions Status Changes
⚠️
13.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 128 days old
🚨
Primary Delay 22.0 days stuck in "Ready for Release"
⏱️
Total Delay 13.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
1.6d
Ready for Release
22.0d
Ready for Scheduling
1.9d / 1.0d SLA
Assigned
6.5d / 0.5d SLA
Scheduled
2.5d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
7.0d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16 MOwens Called and spoke to Michael Morgan. I asked if this Wed. 2/18 would work for the visit after 12pm. Michael said that will be okey with him.

2/10 MOwens Sent email to Michael requesting to schedule the Higi PM visit.

2/6 MOwens Called to speak to Michael Morgan. Left a vm for him to call back to schedule the PM visit .

02/05/2026 Missed this unit last year. Please schedule PM as soon as possible. Michael Morgan is anticipating a call from EMSAR to schedule.

🔧 Work Performed
I was I was guided by security to the location of kiosk. Once at kiosk I performed a PM on higi.
🔍 Technician Findings
Higi was on and running upon arrival.
⚠️ 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.pdfb
📄 Description
Higi Station Hardwired

Timeline

📋
Work Order Created Jan 6, 2:13 PM
Work Order: WO-01329651
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
🚨 22.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Feb 5, 11:40 AM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 29d 1h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 6, 2:46 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 3h
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Feb 16, 3:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-18T17:30:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Maximilian Tucker Feb 18, 3:35 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 0h
⏱️
▶
2 3x Labor Added Feb 18, 11:37 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Maximilian Tucker
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 8h 2m, 0m
⚠️ 7.0 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 27, 8:05 AM
From: Closed
To: Ready to Bill
Duration in Previous: 8d 8h
📨
▶
3 Status: Invoice Pending Feb 27, 8:51 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255162
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.3 business hours
Assigned
Duration: 6.5 business days (threshold: 4.0 business hours)
Exceeded by 6.0 business days
Scheduled
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 3.8 business hours
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.0 business hours
Closed
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Maximilian Tucker
Scheduled
Feb 18, 12:30 PM
Created
Jan 6, 2:13 PM
Invoice #
SM-255162

Work Details (3)

Name Type Status Qty Amount Date
WL-03111522 Labor Open 0.5 $0.00 Feb 18, 11:37 PM
WL-03111523 Labor Open 1 $0.00 Feb 18, 11:37 PM
WL-03111524 Travel Open 14 $0.00 Feb 18, 11:37 PM

Details