Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01329994 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 GIANT Foods Pharmacy 6273 — 600 East Lancaster Avenue, Shillington PA, 19607

Jan 6, 2026 → Feb 24, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (11 biz days late)
Active: 29 biz days
Paused: 4 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
⏸4d
⏸ Clock Paused
Status: Ready for Release
Jan 7 → Jan 13, 2026
4 business days (not counted)
▶ Clock Running
Status: Assigned
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 1 of ? biz days used
28d
▶ Clock Running
Status: Scheduled
Jan 13 → Feb 24, 2026
28 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 29 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 13 Ready for Release ⏸ Paused 4 —
Jan 13 → Jan 13 Assigned ▶ Running 0 1
Jan 13 → Feb 24 Scheduled ▶ Running 28 29
Feb 24 → Feb 24 Tech On Site ▶ Running 0 29
Holding 6.6d (excluded)
Coordinators 28.2d
Field Work 0.8d
Billing 0.1d
✗ SLA Missed
Holding (excluded from total)
6.6 days
Coordinators
28.2 days
Over SLA
Field Work
0.8 days
Billing
0.1 days
Created: Jan 6, 2026 Due: Dec 31, 2026 Completed: Feb 25, 2026 (309 days early)
📅
33.6 days Total Age
⏱️
28.2d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
29.9d 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 • 220 days old
🚨
Primary Delay 28.2 days stuck in "Scheduled"
⏱️
Total Delay 29.9 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
5.0d
Assigned
0.0d / 0.5d SLA
Scheduled
28.2d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
4.6d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Perform PM. Clean kiosk. Clean both screens. Recalibrate scale and BP. Check touchscreen and audio calibration. Test kiosk for functionality.
🔍 Technician Findings
Check in with pharmacist. Kiosk is plugged in with no customer damage.
⚠️ 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
Merge KMY Kiosk

Timeline

📋
Work Order Created Jan 6, 2:13 PM
Work Order: WO-01329994
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 50m
⚠️ 5.0 business days
👷
▶
4 Technician Assigned Jan 13, 5:03 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Release
To: Assigned
Duration in Previous: 6d 6h
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-01-15T15:00:00.000+0000
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Melissa Owens Jan 14, 1:38 PM
Scheduled For: 2026-01-21T15:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Melissa Owens Jan 16, 9:27 AM
Scheduled For: 2026-01-22T15:00:00.000+0000
⏳ 1.0 business days
📅
Dispatch Scheduled by Melissa Owens Jan 19, 10:16 AM
Scheduled For: 2026-02-05T15:00:00.000+0000
⏳ 1.0 business days
📅
Dispatch Scheduled by Melissa Owens Jan 20, 2:22 PM
Scheduled For: 2026-02-06T15:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Melissa Owens Jan 26, 10:42 AM
Scheduled For: 2026-02-13T15:00:00.000+0000
🚨 10.0 business days
📅
Dispatch Scheduled by Melissa Owens Feb 6, 9:25 AM
Scheduled For: 2026-02-17T15:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Melissa Owens Feb 10, 4:11 PM
Scheduled For: 2026-02-19T19:00:00.000+0000, 2026-02-19T18:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Melissa Owens Feb 16, 1:53 PM
Scheduled For: 2026-02-23T18:00:00.000+0000
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Feb 18, 9:04 AM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-23T20:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Melissa Owens Feb 23, 10:29 AM
Scheduled For: 2026-02-23T16:30:00.000+0000
📅
Dispatch Scheduled by Melissa Owens Feb 23, 2:49 PM
Scheduled For: 2026-02-24T19:00:00.000+0000
🔧
Status: Tech On Site by Philip Krogstad Feb 24, 1:19 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 41d 20h
⏱️
3x Labor Added Feb 24, 2:09 PM
Type: Labor, Travel
Status: Open
Qty: 1.25, 46
✔️
Status: Completed by Philip Krogstad Feb 24, 2:15 PM
From: Tech On Site
To: Completed
Duration in Previous: 55m
🏁
Status: Closed by Philip Krogstad Feb 24, 7:21 PM
From: Completed
To: Closed
Duration in Previous: 5h 6m
⏳ 4.6 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 3, 12:07 AM
From: Closed
To: Ready to Bill
Duration in Previous: 6d 4h
📨
Status: Invoice Pending by Hannah Shaw Mar 3, 1:09 AM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 1h 1m, 0m
🧾
Invoice Created Mar 3, 8:01 PM
Invoice Number: SM-255411

Bottlenecks

Scheduled
Duration: 28.2 business days (threshold: 2.0 business days)
Exceeded by 26.2 business days
Closed
Duration: 4.6 business days (threshold: 1.0 business days)
Exceeded by 3.6 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Philip Krogstad
Scheduled
Feb 24, 2:00 PM
Created
Jan 6, 2:13 PM
Invoice #
SM-255411

Work Details (3)

Name Type Status Qty Amount Date
WL-03117839 Labor Open 1.25 $0.00 Feb 24, 2:09 PM
WL-03117840 Labor Open 1 $0.00 Feb 24, 2:09 PM
WL-03117841 Travel Open 46 $0.00 Feb 24, 2:09 PM

Details