Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01329817 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Pima County Administration East Building - AMS — 130 West Congress, Tucson AZ, 85701

Jan 6, 2026 → Sep 29, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed
Active: 14 biz days
Paused: 170 biz days
🕐 Clock stopped: Completed (Sep 29, 2026)
▶ Clock Running
Status: Created
Jan 6 → Jan 7, 2026
1 business day (counted)
Running total: 1 of ? biz days used
⏸170d
⏸ Clock Paused
Status: Ready for Release
Jan 7 → Sep 10, 2026
170 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Sep 16, 2026
4 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 16 → Sep 16, 2026
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 16 → Sep 29, 2026
9 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 29 → Sep 29, 2026
0 business days (counted)
Running total: 14 of ? biz days used
Created: Jan 6, 2026 Completed: Sep 29, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 6 → Jan 7 Created ▶ Running 1 1
Jan 7 → Sep 10 Ready for Release ⏸ Paused 170 —
Sep 10 → Sep 16 Ready for Scheduling ▶ Running 4 5
Sep 16 → Sep 16 Assigned ▶ Running 0 5
Sep 16 → Sep 29 Scheduled ▶ Running 9 14
Sep 29 → Sep 29 Tech On Site ▶ Running 0 14
Holding 172.6d (excluded)
Coordinators 14.7d
Field Work 0.6d
Billing 2.0d
✗ SLA Missed
Holding (excluded from total)
172.6 days
Coordinators
14.7 days
Over SLA
Field Work
0.6 days
Billing
2.0 days
Over SLA
Created: Jan 6, 2026 Due: Dec 31, 2026 Completed: Sep 30, 2026 (92 days early)
📅
184.6 days Total Age
⏱️
171.0d in Ready for Release Longest Stage
🔄
10 transitions Status Changes
⚠️
12.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 288 days old
🚨
Primary Delay 171.0 days stuck in "Ready for Release"
⏱️
Total Delay 12.7 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
171.0d
Ready for Scheduling
5.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
9.7d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/10/26 MArnold POC emailed back and confirmed contact and equipment informatiom.

  1. Is the unit currently onsite at your location? yes
  2. Can the technician stop by during normal business hours, or do we need to schedule a specific date and time? Normal business hours is fine 8-5pm
  3. If a scheduled time is needed, is there a particular day or time that typically works best for your facility? Monday/Tuesday/Wednesday is best
  4. Is the unit located in a public area, or is it in a secured or locked space? public
  5. If it is secured, would you prefer the technician to call ahead before arrival?
  6. Are you the best contact for scheduling, or should we coordinate with someone else? I can be the contact. cody.martin@pima.gov
  7. Address verified Yes



9/9/26 MArnold- Email sent to cody.martin@pima.gov


9/8/26 MArnold- LM to confirm contact and equipment information.


9/8/26 MArnold- LM to confirm contact and equipment information. 


9/3/26 Marnold- Called to confirm contact and equipment information. Stacy will pass on my information to Cody. I did leave him a message in my previous log. Called520-724-8114


9/3/26 Marnold- LM to confirm the contact and equipment information. 

Called 520-724-2792

🔧 Work Performed
Pm completed
🔍 Technician Findings
Pm needed
⚠️ Problem Description
Please Perform a PM on this Kiosk and attach all required photos from Checklist 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%20009%20DCR652.pdf
📄 Description
Higi Green Kiosk Hard wired

Timeline

📋
Work Order Created Jan 6, 2:13 PM
Work Order: WO-01329817
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
🚨 171.0 business days
📅
Status: Ready for Scheduling by Melissa Arnold Sep 10, 9:59 AM
From: Ready for Release
To: Ready for Scheduling
Duration in Previous: 245d 22h
⚠️ 5.0 business days
👷
▶
2 Technician Assigned Sep 16, 2:32 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6d 4h
🗓️
▶
2 Status: Scheduled Sep 16, 2:40 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-09-29T20:00:00.000+0000
🚨 10.0 business days
⏱️
▶
2 6x Labor Added Sep 29, 3:23 PM
6x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Tyler Bollman
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 0h
✔️
Status: Completed by Tyler Bollman Sep 29, 4:28 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 3m
🏁
Status: Closed by Tyler Bollman Sep 29, 8:11 PM
From: Completed
To: Closed
Duration in Previous: 3h 43m
📄
Status: Ready to Bill by Timothy Amburgey Sep 30, 9:46 AM
From: Closed
To: Ready to Bill
Duration in Previous: 13h 34m
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Oct 1, 4:51 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.9 business days
🧾
Invoice Created Oct 2, 7:59 PM
Invoice Number: SM-274120

Bottlenecks

Ready for Scheduling
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 9.7 business days (threshold: 2.0 business days)
Exceeded by 7.7 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Tyler Bollman
Scheduled
Sep 29, 4:00 PM
Created
Jan 6, 2:13 PM
Invoice #
SM-274120

Work Details (6)

Name Type Status Qty Amount Date
WL-03405510 Labor Open 1.5 $0.00 Sep 29, 3:23 PM
WL-03405511 Labor Open 1 $0.00 Sep 29, 3:23 PM
WL-03405512 Travel Open 82 $0.00 Sep 29, 3:23 PM
WL-03405513 Expenses Open 1 $0.00 Sep 29, 3:23 PM
WL-03405514 Travel Open 140 $0.00 Sep 29, 3:23 PM
WL-03405515 Labor Open 3 $0.00 Sep 29, 3:23 PM

Details