Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01339857 ↗ ServiceMax

HIGI LLC • Part Order • P4

📍 HIGI SH LLC — 20 N Wacker Dr., Suite 1642, Chicago IL, 60606

Jan 26, 2026 → Feb 2, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 30, 2026
✗ SLA Missed
Active: 4 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Invoiced (Feb 2, 2026)
🏭 Customer Supplied Parts (2)
SLA Target
▶ Clock Running
Status: Created
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Jan 26 → Jan 27, 2026
1 business day (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
1d
▶ Clock Running
Status: Assigned
Jan 28 → Jan 29, 2026
1 business day (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 29 → Jan 29, 2026
0 business days (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Jan 29 → Feb 2, 2026
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Jan 26, 2026 Invoiced: Feb 2, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 26 Created ▶ Running 0 0 / 4
Jan 26 → Jan 26 L2 Screening ▶ Running 0 0 / 4
Jan 26 → Jan 27 Awaiting Parts ⏸ Paused 1 —
Jan 27 → Jan 28 Ready for Scheduling ▶ Running 1 1 / 4
Jan 28 → Jan 29 Assigned ▶ Running 1 2 / 4
Jan 29 → Jan 29 Scheduled ▶ Running 0 2 / 4
Jan 29 → Jan 29 Awaiting Parts ⏸ Paused 0 —
Jan 29 → Feb 2 Ready for Scheduling ▶ Running 2 4 / 4
Feb 2 → Feb 2 Scheduled ▶ Running 0 4 / 4
Dispatch 0.1d
Material Management 3.4d
Coordinators 46.9d
Field Work 0.0d
Billing 9.5d
✗ SLA Missed
Dispatch
0.1 days
Material Management
3.4 days
Coordinators
46.9 days
Over SLA
Field Work
0.0 days
Billing
9.5 days
Over SLA
Created: Jan 26, 2026 Due: Jan 30, 2026 Completed: Feb 2, 2026 (2 days late)
📅
5.6 days Total Age
⏱️
38.0d in Scheduled Longest Stage
🔄
22 transitions Status Changes
⚠️
49.4d over Total Delay
📦
5 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00562096
higi - parts order/PC
Closed
Need a new PC. Ship to the following address: NO SIGNATURE REQUIRED ATTN: Andrew Chen 20 N Wacker Dr, Ste 1642, Chicago, IL, 60606
Priority
High
Origin
Client Form
Reason
New Case
Contact
Andrew Chen
Owner
Leona Coonrod
Created
Jan 26, 2026
Work Orders from this Case (1)
WO-01339857 (current) Invoiced
Part Order • Brendan Chaney
Created: Jan 26, 2026 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 202 days old
🚨
Primary Delay 38.0 days stuck in "Scheduled"
⏱️
Total Delay 49.4 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
0.1d / 1.0d SLA
Awaiting Parts
3.4d / 3.0d SLA
Ready for Scheduling
6.5d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
38.5d / 2.0d SLA
Completed
0.0d / 1.0d SLA
L2 Review
1.8d
Closed
1.1d / 1.0d SLA
Ready to Bill
9.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Tech is not needed.

🔧 Work Performed
Special Instructions: Need a new PC. Ship to the following address: NO SIGNATURE REQUIRED ATTN: Andrew Chen 20 N Wacker Dr, Ste 1642, Chicago, IL, 60606 Need a new PC. Ship to the following address: NO SIGNATURE REQUIRED ATTN: Andrew Chen 20 N Wacker Dr, Ste 1642, Chicago, IL, 60606
⚠️ Problem Description
Special Instructions: Need a new PC. Ship to the following address: NO SIGNATURE REQUIRED ATTN: Andrew Chen 20 N Wacker Dr, Ste 1642, Chicago, IL, 60606 Need a new PC. Ship to the following address: NO SIGNATURE REQUIRED ATTN: Andrew Chen 20 N Wacker Dr, Ste 1642, Chicago, IL, 60606
📄 Description
Higi Green Kiosk Hard wired

Timeline

📞
Case Linked Jan 26, 11:14 AM
Case Number: 00562096
Subject: higi - parts order/PC
Status: Closed
📋
▶
2 Work Order Created Jan 26, 2:03 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 26, 2:44 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 41m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Jacob Jones Jan 27, 4:19 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 1h
👷
▶
2 Technician Assigned Jan 28, 10:13 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Stephanie Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17h 53m
🗓️
▶
2 Status: Scheduled Jan 29, 8:27 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Brendan Chaney
Scheduled For: 2026-01-29T17:00:00.000+0000
📦
▶
2 Parts Requested Jan 29, 9:19 AM
Parts Requested → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Rhonnie Reeves Jan 29, 11:19 AM
From: Scheduled
To: Awaiting Parts
Duration in Previous: 2h 51m
📅
▶
3 Status: Ready for Scheduling Jan 29, 3:17 PM
Status: Ready for Scheduling → Parts Requested → 2x Parts Added
📦
Parts Requested
Order: 00089317
Status: Canceled
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🗓️
Status: Scheduled by Brendan Chaney Feb 2, 11:47 AM
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 3d 20h
✔️
▶
2 Status: Completed Feb 2, 12:26 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Rhonnie Reeves
From: Completed, Closed
To: Closed, L2 Review
Duration in Previous: 2m, 0m
⏳ 2.0 business days
🏁
Status: Closed by Nicole Floyd Feb 3, 2:56 PM
From: L2 Review
To: Closed
Duration in Previous: 1d 2h
🔍
▶
3 Status: L2 Screening Feb 3, 3:47 PM
Status: L2 Screening → Technician Assigned → Status: Scheduled
👷
Technician Assigned by Nicole Floyd
Technician: a0h5A00000GbQAnQAN, Brendan Chaney
🗓️
Status: Scheduled by Nicole Floyd
From: L2 Screening
To: Scheduled
Duration in Previous: 3m
🔍
Status: L2 Screening by Brendan Chaney Feb 3, 4:07 PM
From: Scheduled
To: L2 Screening
Duration in Previous: 16m
📦
▶
2 Parts Requested Feb 3, 4:23 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 16m
📅
Status: Ready for Scheduling by Jacob Jones Feb 4, 1:42 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 21h 18m
⏳ 3.0 business days
🗓️
Status: Scheduled by Brendan Chaney Feb 6, 11:01 AM
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 1d 21h
📦
▶
2 Parts Requested Feb 6, 11:18 AM
Parts Requested → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
🚨 37.4 business days
📦
Status: Awaiting Parts by Nicole Floyd Apr 1, 4:29 AM
From: Scheduled
To: Awaiting Parts
Duration in Previous: 53d 16h
🏁
Status: Closed by Nicole Floyd Apr 1, 4:41 AM
From: Awaiting Parts
To: Closed
Duration in Previous: 12m
📄
Status: Ready to Bill by Hannah Shaw Apr 1, 4:03 PM
From: Closed
To: Ready to Bill
Duration in Previous: 11h 21m
⚠️ 10.0 business days
📨
Status: Invoice Pending by Hannah Shaw Apr 14, 3:03 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 12d 23h
💰
Status: Invoiced by Hannah Shaw Apr 14, 3:18 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 14m
🚨 69.0 business days
🧾
Invoice Created Jul 22, 11:17 AM
Invoice Number: SM-259206

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Ready for Scheduling
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days
Ready for Scheduling
Duration: 2.7 business days (threshold: 1.0 business days)
Exceeded by 1.7 business days
Scheduled
Duration: 38.0 business days (threshold: 2.0 business days)
Exceeded by 36.0 business days
Ready to Bill
Duration: 9.5 business days (threshold: 1.0 business days)
Exceeded by 8.5 business days

🔗 Related Artifacts

📞
Case 00562096
Closed
📦
Parts Order 00089071
Closed
📦
Parts Order 00089256
Canceled
📦
Parts Order 00089317
Canceled
📦
Parts Order 00089608
Closed
📦
Parts Order 00089870
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Part Order
Branch
N/A
Technician
Brendan Chaney
Scheduled
Jan 29, 12:00 PM
Created
Jan 26, 2:03 PM
Invoice #
SM-259206

Work Details (6)

Name Type Status Qty Amount Date
WL-03083000 Parts Open 1 $0.00 Jan 29, 9:19 AM
WL-03083001 Expenses Open 1 $105.61 Jan 29, 9:19 AM
WL-03083579 Parts Open 1 $0.00 Jan 29, 3:17 PM
WL-03083580 Expenses Open 1 $134.09 Jan 29, 3:17 PM
WL-03095134 Parts Open 1 $0.00 Feb 6, 11:18 AM
WL-03095135 Expenses Open 1 $114.10 Feb 6, 11:18 AM

Details