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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01329802 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Sam's Club #8104 — 900 South Bowman Road, Little Rock AR, 72211

Jan 6, 2026 → Feb 24, 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: 14 biz days
🕐 Clock stopped: Completed (Feb 24, 2026)
▶ Clock Running
Status: Created
Jan 6 → Jan 7, 2026
1 business day (counted)
Running total: 1 of ? biz days used
⏸14d
⏸ Clock Paused
Status: Ready for Release
Jan 7 → Jan 28, 2026
14 business days (not counted)
17d
▶ Clock Running
Status: Assigned
Jan 28 → Feb 23, 2026
17 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 19 of ? biz days used
Created: Jan 6, 2026 Completed: Feb 24, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 6 → Jan 7 Created ▶ Running 1 1
Jan 7 → Jan 28 Ready for Release ⏸ Paused 14 —
Jan 28 → Feb 23 Assigned ▶ Running 17 18
Feb 23 → Feb 24 Scheduled ▶ Running 1 19
Feb 24 → Feb 24 Tech On Site ▶ Running 0 19
Holding 16.6d (excluded)
Coordinators 19.6d
Field Work 0.3d
Billing 1.3d
✗ SLA Missed
Holding (excluded from total)
16.6 days
Coordinators
19.6 days
Over SLA
Field Work
0.3 days
Billing
1.3 days
Created: Jan 6, 2026 Due: Dec 31, 2026 Completed: Feb 24, 2026 (310 days early)
📅
33.6 days Total Age
⏱️
18.0d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
21.4d 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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Completed with significant delays
Invoiced • 220 days old
🚨
Primary Delay 18.0 days stuck in "Assigned"
⏱️
Total Delay 21.4 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
15.0d
Assigned
18.0d / 0.5d SLA
Scheduled
1.6d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
4.9d / 1.0d SLA
WO Correction Needed
0.9d
Ready to Bill
0.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3.3.26 hshaw - chat tech to fix PM checklist; SN#, Calibrator tool# and add comments/notes

🔧 Work Performed
Technician Findings upon arrival: Unit Operational What caused the issue: Unit due for Pm Actions Taken/Work Performed:PM Performed Tested function with Higi app. Test is true. Final Resolution: Connection, Weight OK, Tested, and all Functions are Working as Intended Returned unit to service
🔍 Technician Findings
Technician Findings upon arrival: Unit Operational What caused the issue: Unit due for Pm Actions Taken/Work Performed:PM Performed Tested function with Higi app. Test is true. Final Resolution: Connection, Weight OK, Tested, and all Functions are Working as Intended Returned unit to service
⚠️ 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 with 4G installed

Timeline

📋
Work Order Created Jan 6, 2:13 PM
Work Order: WO-01329802
Type: Preventive Maintenance
Priority: PSM
✅
Status: Ready for Release by Stephanie Ramen Jan 7, 10:03 AM
From: On Hold
To: Ready for Release
Duration in Previous: 19h 49m
🚨 15.0 business days
👷
▶
2 Status: Assigned Jan 28, 8:42 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Melissa Owens
Technician: Christopher Carroll
🚨 18.0 business days
🗓️
▶
2 Status: Scheduled Feb 23, 2:12 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-24T19:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Christopher Carroll Feb 24, 2:37 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
⏱️
Labor Added Feb 24, 2:58 PM
Type: Labor
Status: Open
Qty: 0.75
⏱️
▶
2 4x Labor Added Feb 24, 5:16 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Christopher Carroll
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 39m, 0m
⏳ 4.9 business days
✏️
Status: WO Correction Needed by Hannah Shaw Mar 3, 12:12 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 6d 6h
🏁
Status: Closed by Christopher Carroll Mar 3, 7:37 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 7h 24m
📄
Status: Ready to Bill by Hannah Shaw Mar 3, 7:59 AM
From: Closed
To: Ready to Bill
Duration in Previous: 22m
📨
▶
3 Status: Invoice Pending Mar 3, 10:51 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255434
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m

Bottlenecks

Assigned
Duration: 18.0 business days (threshold: 4.0 business hours)
Exceeded by 17.5 business days
Closed
Duration: 4.9 business days (threshold: 1.0 business days)
Exceeded by 3.9 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Christopher Carroll
Scheduled
Feb 24, 2:00 PM
Created
Jan 6, 2:13 PM
Invoice #
SM-255434

Work Details (5)

Name Type Status Qty Amount Date
WL-03117969 Labor Open 0.75 $0.00 Feb 24, 2:58 PM
WL-03118268 Labor Open 1 $0.00 Feb 24, 5:16 PM
WL-03118269 Labor Open 0.5 $0.00 Feb 24, 5:16 PM
WL-03118270 Travel Open 35 $0.00 Feb 24, 5:16 PM
WL-03118271 Travel Open 15 $0.00 Feb 24, 5:16 PM

Details