Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01331903 ↗ ServiceMax

HIGI LLC • Preventive Maintenance • PSM

📍 Giant Pharmacy 336 — 2900 University Boulevard West, Wheaton MD, 20902

Jan 6, 2026 → Feb 18, 2026

✅ Completed
PSM Last business day of January 2026
Target: Jan 30, 2026
🕐 Clock stopped: Completed (Feb 18)
⏸ 41d excluded (parts wait + holding)
✗ SLA Missed
Holding 31.6d (excluded)
Coordinators 1.4d
Field Work 0.8d
Billing 0.1d
✗ SLA Missed
Holding (excluded from total)
31.6 days
Coordinators
1.4 days
Field Work
0.8 days
Billing
0.1 days
Created: Jan 6, 2026 Due: Dec 31, 2026 Completed: Feb 19, 2026 (315 days early)
📅
32.2 days Total Age
⏱️
30.0d in Ready for Release Longest Stage
🔄
9 transitions Status Changes
⚠️
6.0d 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 minor delays
Invoiced • 128 days old
🚨
Primary Delay 30.0 days stuck in "Ready for Release"
⏱️
Total Delay 6.0 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
30.0d
Assigned
0.0d / 0.5d SLA
Scheduled
1.4d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
7.0d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Performed a PM on higi kiosk. I checked all connections and did a user test.
🔍 Technician Findings
Higi was on and running upon arrival. Tower and seat LEDs are out and the seat locking mechanism doesn’t work. Touchscreen has a discoloration line in the screen.
⚠️ 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, 2:14 PM
Work Order: WO-01331903
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 48m
🚨 30.0 business days
👷
▶
4 Technician Assigned Feb 17, 3:35 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Release
To: Assigned
Duration in Previous: 41d 5h
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-18T19:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Maximilian Tucker Feb 18, 5:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 1h
✔️
Status: Completed by Maximilian Tucker Feb 18, 6:43 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 11m
⏱️
▶
2 5x Labor Added Feb 18, 11:50 PM
5x Labor Added → Status: Closed
🏁
Status: Closed by Maximilian Tucker
From: Completed
To: Closed
Duration in Previous: 5h 7m
⚠️ 7.0 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 27, 8:22 AM
From: Closed
To: Ready to Bill
Duration in Previous: 8d 8h
📨
▶
3 Status: Invoice Pending Feb 27, 8:51 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255162
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Closed
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Maximilian Tucker
Scheduled
Feb 18, 2:00 PM
Created
Jan 6, 2:14 PM
Invoice #
SM-255162

Work Details (5)

Name Type Status Qty Amount Date
WL-03111542 Labor Open 1 $0.00 Feb 18, 11:50 PM
WL-03111543 Labor Open 1.1666666666667 $0.00 Feb 18, 11:50 PM
WL-03111544 Labor Open 3.8333333333333 $0.00 Feb 18, 11:50 PM
WL-03111545 Travel Open 10 $0.00 Feb 18, 11:50 PM
WL-03111546 Travel Open 145 $0.00 Feb 18, 11:50 PM

Details