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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338161 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Martin's Pharmacy 6426 — 1015 Richmond Road, Staunton VA, 24401

Jan 15, 2026 → Apr 20, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 22, 2026
✗ SLA Missed
Active: 4 biz days
Paused: 61 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Apr 20, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Jan 15 → Jan 16, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
⏸61d
⏸ Clock Paused
Status: Awaiting Parts
Jan 16 → Apr 15, 2026
61 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Apr 15 → Apr 15, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Apr 15 → Apr 16, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Accepted
Apr 16 → Apr 16, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Scheduled
Apr 16 → Apr 17, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Apr 17 → Apr 20, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
Created: Jan 15, 2026 Completed: Apr 20, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 15 → Jan 15 Created ▶ Running 0 0 / 4
Jan 15 → Jan 16 L2 Screening ▶ Running 1 1 / 4
Jan 16 → Apr 15 Awaiting Parts ⏸ Paused 61 —
Apr 15 → Apr 15 Ready for Scheduling ▶ Running 0 1 / 4
Apr 15 → Apr 16 Assigned ▶ Running 1 2 / 4
Apr 16 → Apr 16 Accepted ▶ Running 0 2 / 4
Apr 16 → Apr 17 Scheduled ▶ Running 1 3 / 4
Apr 17 → Apr 20 Tech On Site ▶ Running 1 4 / 4
Dispatch 0.9d
Material Management 62.0d
Coordinators 3.6d
Field Work 1.1d
Billing 0.9d
✗ SLA Missed
Dispatch
0.9 days
Material Management
62.0 days
Over SLA
Coordinators
3.6 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
0.9 days
Created: Jan 15, 2026 Due: Jan 21, 2026 Completed: Apr 20, 2026 (88 days late)
📅
65.3 days Total Age
⏱️
62.0d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
61.1d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 210 days old
🚨
Primary Delay 62.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 61.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
L2 Screening
0.9d / 1.0d SLA
Awaiting Parts
62.0d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
1.8d / 0.5d SLA
Scheduled
1.6d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.7d / 1.0d SLA
Ready to Bill
0.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/17/2026 JFoley - part delivered today, reached out to wm tech to see if he will be able to complete today.

4/15 MOwens Per Rob send this repair to WM as no local tech in the area.

871-0001-02R OUT OF STOCK RC 1/16/2026

🔧 Work Performed
Replaced screen
🔍 Technician Findings
Dead to screen
⚠️ Problem Description
Tech will be shipped replacement advertisement monitor. Tech will replace and restore functionality. Top monitor is not displaying. Resolution settings 1440×900 / 60HZ top 800×600 / 60HZ bottom Tech will e sent Key to Kiosk Follow-Up Notes Need Ad monitor Use this password to access the kiosk:  49R6*@#L If swapping out a PC, you would use: miker0me0g0lfech0  There is a mandatory 4 business day timeline in which to complete this work. If you have questions or require technical support during the service, call 931-284-4999 and follow the prompts to reach the EMSAR Level II Support team for assistance (Support Hours are Monday-Friday from 8:00 AM EST until 8:00 PM EST). Provide the team member with the Work Order number, location, and problem description. At the completion of the service contact the EMSAR Level II Support team so that they can remotely verify that the kiosk is online and operational.  **ALL NON-EMSAR TECHNICIANS: You must check in from the location as soon as you arrive onsite and before you begin working on the kiosk. Call 931-284-4999 and follow the prompts. If there are any questions about the service expectations, use this opportunity to ask the Level II Support team.** 
📄 Description
Merge KMY Kiosk

Timeline

📋
▶
2 Work Order Created Jan 15, 4:31 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Jan 15, 11:49 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 7h 16m
🚨 62.0 business days
📅
Status: Ready for Scheduling by Robert Cox Apr 15, 12:31 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 89d 11h
👷
▶
2 Technician Assigned Apr 15, 1:32 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 0m
⏳ 2.0 business days
📋
▶
2 Status: Accepted Apr 16, 2:53 PM
Status: Accepted → Dispatch Scheduled
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2026-04-17T12:00:00.000+0000
📦
▶
2 Parts Requested Apr 16, 4:02 PM
Parts Requested → 4x Parts Added
🔩
4x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Workmarket Integration Apr 17, 7:03 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 4h
⏳ 1.6 business days
✔️
▶
3 Status: Completed Apr 20, 2:25 PM
Status: Completed → Expenses Added → Status: Closed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Jessica Foley
From: Completed
To: Closed
Duration in Previous: 3m
⏱️
▶
2 Labor Added Apr 21, 10:11 AM
Labor Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 19h 46m
📨
▶
2 Status: Invoice Pending Apr 21, 5:40 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Apr 22, 1:11 PM
Invoice Number: SM-259793

Bottlenecks

Awaiting Parts
Duration: 62.0 business days (threshold: 3.0 business days)
Exceeded by 59.0 business days
Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.5 business hours

🔗 Related Artifacts

📦
Parts Order 00088448
Closed
📦
Parts Order 00094716
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Work Market
Scheduled
Apr 17, 8:00 AM
Created
Jan 15, 4:31 PM
Invoice #
SM-259793

Work Details (6)

Name Type Status Qty Amount Date
WL-03189077 Parts Open 1 $0.00 Apr 16, 4:02 PM
WL-03189078 Parts Open 1 $0.00 Apr 16, 4:02 PM
WL-03189079 Parts Open 1 $0.00 Apr 16, 4:02 PM
WL-03189080 Expenses Open 1 $0.00 Apr 16, 4:02 PM
WL-03193004 Expenses Open 1 $0.00 Apr 20, 2:28 PM
WL-03193954 Labor Open - $0.00 Apr 21, 10:11 AM

Details