Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01329658 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Southwestern Illinois Correctional Center - Aetna — 950 Kings Hwy, East St. Louis IL, 62203

Jan 6, 2026 → Mar 23, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (1 biz days late)
Active: 19 biz days
Paused: 33 biz days
🕐 Clock stopped: Completed (Mar 23, 2026)
▶ Clock Running
Status: Created
Jan 6 → Jan 7, 2026
1 business day (counted)
Running total: 1 of ? biz days used
⏸33d
⏸ Clock Paused
Status: Ready for Release
Jan 7 → Feb 25, 2026
33 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 1 of ? biz days used
14d
▶ Clock Running
Status: Assigned
Feb 25 → Mar 17, 2026
14 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 17 → Mar 18, 2026
1 business day (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 18 → Mar 18, 2026
0 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 18 → Mar 23, 2026
3 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 23 → Mar 23, 2026
0 business days (counted)
Running total: 19 of ? biz days used
Created: Jan 6, 2026 Completed: Mar 23, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 6 → Jan 7 Created ▶ Running 1 1
Jan 7 → Feb 25 Ready for Release ⏸ Paused 33 —
Feb 25 → Feb 25 Ready for Scheduling ▶ Running 0 1
Feb 25 → Mar 17 Assigned ▶ Running 14 15
Mar 17 → Mar 18 Ready for Scheduling ▶ Running 1 16
Mar 18 → Mar 18 Assigned ▶ Running 0 16
Mar 18 → Mar 23 Scheduled ▶ Running 3 19
Mar 23 → Mar 23 Tech On Site ▶ Running 0 19
Holding 35.6d (excluded)
Coordinators 20.5d
Field Work 0.4d
Billing 0.2d
✗ SLA Missed
Holding (excluded from total)
35.6 days
Coordinators
20.5 days
Over SLA
Field Work
0.4 days
Billing
0.2 days
Created: Jan 6, 2026 Due: Dec 31, 2026 Completed: Mar 23, 2026 (283 days early)
📅
52.6 days Total Age
⏱️
34.0d in Ready for Release Longest Stage
🔄
10 transitions Status Changes
⚠️
20.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Generating AI analysis...
Completed with significant delays
Invoiced • 222 days old
🚨
Primary Delay 34.0 days stuck in "Ready for Release"
⏱️
Total Delay 20.3 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
34.0d
Ready for Scheduling
2.1d / 1.0d SLA
Assigned
14.9d / 0.5d SLA
Scheduled
3.5d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
4.4d / 1.0d SLA
Ready to Bill
0.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/23 BW-Unable to take photos due to station is inside a correctional Facility.

3/18 KKelch scheduled per logged email from Brittany. Waiting for local tech's skillset to be released prior to scheduling, tech has placeholder indicating this on his calendar.

3/17 KKelch sent Brittany an email for scheduling

03/17/2026 Brittany inquired why we havent responded via email Her prior communication indicates availability. Advise when we will be there and what tools we will be bringing.



3/11 KKelch called Brittany to schedule for 3/18 between 9 and 11 am. Left VM.

3/4 KKelch called Brittany to schedule for 3/12 between 12 and 2 pm. Left VM.

>>>IMPORTANT<<<<< When scheduling with Brittany she will need a list of tools that the tech will need to bring into the facility. This information is needed for the gatepass and visitor log.





1/12/2026 SRamen - CBakkemo provided additional contact info 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
PMed station. Station is online and working properly.
🔍 Technician Findings
Station online and all LEDs are working.No physical damage found.
⚠️ 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-01329658
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
🚨 34.0 business days
📅
Status: Ready for Scheduling by Stephanie Ramen Feb 25, 11:03 AM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 49d 0h
👷
▶
2 Technician Assigned Feb 25, 11:58 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 54m
🚨 15.0 business days
📅
Status: Ready for Scheduling by Chris Bakkemo Mar 17, 12:12 PM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 19d 23h
⏳ 2.0 business days
👷
▶
3 Status: Assigned Mar 18, 3:40 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Blake Ward
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-03-23T17:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Blake Ward Mar 23, 1:36 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 21h
⏱️
2x Labor Added Mar 23, 2:22 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 15
✔️
Status: Completed by Blake Ward Mar 23, 3:52 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 15m
⏱️
3x Labor Added Mar 23, 4:01 PM
Type: Labor, Travel
Status: Open
Qty: 1, 1.25, 50
🏁
Status: Closed by Blake Ward Mar 23, 4:36 PM
From: Completed
To: Closed
Duration in Previous: 43m
⏳ 4.9 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 27, 11:49 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 19h
📨
Status: Invoice Pending by Hannah Shaw Mar 27, 1:34 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1h 45m, 0m
⏳ 2.0 business days
🧾
Invoice Created Mar 30, 12:13 PM
Invoice Number: SM-257701

Bottlenecks

Assigned
Duration: 14.9 business days (threshold: 4.0 business hours)
Exceeded by 14.4 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 7.8 business hours
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 4.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Blake Ward
Scheduled
Mar 23, 1:00 PM
Created
Jan 6, 2:13 PM
Invoice #
SM-257701

Work Details (5)

Name Type Status Qty Amount Date
WL-03155483 Labor Open 0.5 $0.00 Mar 23, 2:22 PM
WL-03155484 Travel Open 15 $0.00 Mar 23, 2:22 PM
WL-03155699 Labor Open 1 $0.00 Mar 23, 4:01 PM
WL-03155700 Labor Open 1.25 $0.00 Mar 23, 4:01 PM
WL-03155701 Travel Open 50 $0.00 Mar 23, 4:01 PM

Details