Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01330232 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Stop&Shop 94 — 935 Riverdale Street, West Springfield MA, 01089

Jan 6, 2026 → May 20, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (61 biz days late)
Active: 79 biz days
Paused: 15 biz days
🕐 Clock stopped: Completed (May 20, 2026)
▶ Clock Running
Status: Created
Jan 6 → Jan 7, 2026
1 business day (counted)
Running total: 1 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Jan 7 → Jan 16, 2026
7 business days (not counted)
▶ Clock Running
Status: Assigned
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 16 → Jan 21, 2026
2 business days (counted)
Running total: 3 of ? biz days used
65d
▶ Clock Running
Status: On Hold
Jan 21 → Apr 23, 2026
65 business days (counted)
Running total: 68 of ? biz days used
▶ Clock Running
Status: Entered
Apr 23 → Apr 23, 2026
0 business days (counted)
Running total: 68 of ? biz days used
▶ Clock Running
Status: Canceled
Apr 23 → Apr 30, 2026
5 business days (counted)
Running total: 73 of ? biz days used
⏸8d
⏸ Clock Paused
Status: Ready for Release
Apr 30 → May 12, 2026
8 business days (not counted)
▶ Clock Running
Status: Assigned
May 12 → May 12, 2026
0 business days (counted)
Running total: 73 of ? biz days used
▶ Clock Running
Status: Scheduled
May 12 → May 20, 2026
6 business days (counted)
Running total: 79 of ? biz days used
Created: Jan 6, 2026 Completed: May 20, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Jan 6 → Jan 7 Created ▶ Running 1 1
Jan 7 → Jan 16 Ready for Release ⏸ Paused 7 —
Jan 16 → Jan 16 Assigned ▶ Running 0 1
Jan 16 → Jan 21 Scheduled ▶ Running 2 3
Jan 21 → Apr 23 On Hold ▶ Running 65 68
Apr 23 → Apr 23 Entered ▶ Running 0 68
Apr 23 → Apr 30 Canceled ▶ Running 5 73
Apr 30 → May 12 Ready for Release ⏸ Paused 8 —
May 12 → May 12 Assigned ▶ Running 0 73
May 12 → May 20 Scheduled ▶ Running 6 79
Holding 84.6d (excluded)
Coordinators 10.0d
Billing 0.3d
✗ SLA Missed
Holding (excluded from total)
84.6 days
Coordinators
10.0 days
Over SLA
Billing
0.3 days
Created: Jan 6, 2026 Due: Dec 31, 2026 Completed: May 20, 2026 (225 days early)
📅
94.6 days Total Age
⏱️
66.0d in On Hold Longest Stage
🔄
10 transitions Status Changes
⚠️
7.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Completed with minor delays
Invoiced • 220 days old
🚨
Primary Delay 66.0 days stuck in "On Hold"
⏱️
Total Delay 7.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
67.6d
Ready for Release
17.0d
Scheduled
10.0d / 2.0d SLA
Canceled
5.7d
Assigned
0.0d / 0.5d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5.22.26 hshaw - missing FSR form

4/23 KHardison - Cancelling WO. Combining with repair WO.

01/19/2026 LHill-Per TEAMS message from Shawn Rogers- just as a heads up: Luis Torres called out sick today, so we're going to need to reschedule his work for today. Half of his day are just Kiosk PMs, so those can go on any day, but the Midmark and Shields will need to be rescheduled,

🔧 Work Performed
**PM Complete **Visual and function tested all working components of the unit. Everything is in good working order and operating as it should. **Wiped down with cavicide spray. **Cycle tested. **Removed seat completely to tighten bolts on the inside of the seat.
🔍 Technician Findings
Unit in Service **Found seat very loose and wabbly
⚠️ 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
Merge KMY Kiosk

Timeline

📋
Work Order Created Jan 6, 2:13 PM
Work Order: WO-01330232
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
⚠️ 8.0 business days
👷
▶
3 Technician Assigned Jan 16, 10:36 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Release, Assigned
To: Assigned, Scheduled
Duration in Previous: 9d 0h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-19T15:30:00.000+0000
⏳ 1.0 business days
📅
Dispatch Scheduled by Laura Hill Jan 19, 9:10 AM
Scheduled For: 2026-01-22T15:30:00.000+0000
📅
Dispatch Scheduled by Laura Hill Jan 19, 11:56 AM
Scheduled For: 2026-01-23T14:00:00.000+0000
⏳ 2.0 business days
⏸️
Status: On Hold by Kourtney Smith Jan 21, 10:20 AM
From: Scheduled
To: On Hold
Duration in Previous: 4d 23h
🚨 66.0 business days
🆕
Status: Entered by Kimberly Hardison Apr 23, 2:18 PM
From: On Hold, Entered
To: Entered, Canceled
Duration in Previous: 92d 2h, 0m
⚠️ 6.0 business days
✅
Status: Ready for Release by Jessica Foley Apr 30, 11:35 AM
From: Canceled
To: Ready for Release
Duration in Previous: 6d 21h
⚠️ 9.0 business days
👷
▶
4 Technician Assigned May 12, 9:25 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Release
To: Assigned
Duration in Previous: 11d 21h
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-05-14T17:30:00.000+0000
📅
Dispatch Scheduled by Kourtney Smith May 12, 11:11 AM
Scheduled For: 2026-05-20T17:30:00.000+0000
⚠️ 7.0 business days
⏱️
5x Labor Added May 20, 7:42 PM
Type: Labor, Travel
Status: Open
Qty: 0.16667, 1.66667, 2.16667, 52
✔️
Status: Completed by Luis Torres May 20, 7:55 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 8d 10h, 0m
⏳ 2.5 business days
📄
Status: Ready to Bill by Hannah Shaw May 22, 3:37 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 19h
📨
Status: Invoice Pending by Hannah Shaw May 22, 5:37 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 2h 0m
🧾
Invoice Created May 22, 7:11 PM
Invoice Number: SM-262884

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Closed
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
Luis Torres
Scheduled
May 20, 1:30 PM
Created
Jan 6, 2:13 PM
Invoice #
SM-262884

Work Details (5)

Name Type Status Qty Amount Date
WL-03233493 Labor Open 0.16667 $0.00 May 20, 7:42 PM
WL-03233494 Labor Open 1.66667 $0.00 May 20, 7:42 PM
WL-03233495 Labor Open 2.16667 $0.00 May 20, 7:42 PM
WL-03233496 Travel Open 2 $0.00 May 20, 7:42 PM
WL-03233497 Travel Open 52 $0.00 May 20, 7:42 PM

Details