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WO-01340945 ↗ ServiceMax

HIGI LLC • Installation • PC

📍 Publix 2106 — 13123 Kingston Pike, Farragut TN, 37934

Jan 30, 2026 → Mar 18, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 18, 2026
✓ SLA Met
Active: 32 biz days
🕐 Clock stopped: Completed (Mar 18, 2026)
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 30 → Jan 30, 2026
0 business days (not counted)
25d
▶ Clock Running
Status: Production
Jan 30 → Mar 9, 2026
25 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Mar 9 → Mar 10, 2026
1 business day (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Assigned
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 26 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Mar 10 → Mar 18, 2026
6 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 18 → Mar 18, 2026
0 business days (counted)
Running total: 32 of ? biz days used
Created: Jan 30, 2026 Completed: Mar 18, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0
Jan 30 → Jan 30 L2 Screening ▶ Running 0 0
Jan 30 → Jan 30 Awaiting Parts ⏸ Paused 0 —
Jan 30 → Mar 9 Production ▶ Running 25 25
Mar 9 → Mar 10 Ready for Scheduling ▶ Running 1 26
Mar 10 → Mar 10 Assigned ▶ Running 0 26
Mar 10 → Mar 18 Scheduled ▶ Running 6 32
Mar 18 → Mar 18 Tech On Site ▶ Running 0 32
Dispatch 25.4d
Material Management 0.6d
Coordinators 8.2d
Field Work 0.4d
Billing 19.0d
✓ SLA Met
Dispatch
25.4 days
Over SLA
Material Management
0.6 days
Coordinators
8.2 days
Over SLA
Field Work
0.4 days
Billing
19.0 days
Over SLA
Created: Jan 30, 2026 Due: Mar 18, 2026 Completed: Mar 18, 2026 (on time)
📅
33.0 days Total Age
⏱️
25.3d in Production Longest Stage
🔄
12 transitions Status Changes
⚠️
47.1d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563790
CF-82449
Closed
How will higi connect to the internet: Wifi Ship Date: Delivery Date: 3/17/26 Installation Date: 3/18/26 Additional Info or special requirements Shuler Spigener (off-site) cell 864-221-9361 Use a 2014 refurbished unit. Delivery is standard retail Dock to Dock. Grand Opening 3/25/26 Refer to HWI-0022 Publix Convert to WIFI process. Open Publix Network, so no password required. Link to the Work Instruction, required checklist on page 5 https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Forms/AllItems.aspx?id=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green%2FWI%2DST%2D345%20Higi%20Green%20Installation%20Process%2Epdf&parent=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green&p=true&ct=1724684970563&or=Teams%2DHL&ga=1  Technician MUST check out with a call to EMSAR’s Tech Support **IMPORTANT** Immediately upon accepting this installation/relocation work order, the Coordinator shall contact the site to make them aware of the installation date and approximate time for the installation.  If the coordinator is unable to make contact, notify EMSAR account manager so HIGI can provide us with an alternate contact name and number.  Verification of delivery will be recorded in the problem description once delivered by the logistics coordinator.   Use this password to access the kiosk: miker0me0g0lfech0  Important: Check in upon arrival via WO button or Coordinator before you begin working on the kiosk. You must check out with Technical Support after install to verify in the portal that the kiosk is online, PC is deployed and operational Call 931-284-4999 and follow the prompts. Our Level II Support team must first verify the errors in the customer portal. Be prepared to give the Work Order number. Support Hours are Monday- Friday from 8:00 AM EST until 8:00 PM EST.  
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Jan 30, 2026
Work Orders from this Case (1)
WO-01340945 (current) Invoiced
Installation • Praelow Cameron
Created: Jan 30, 2026 • Closed: Mar 18, 2026
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 25.3 days stuck in "Production"
⏱️
Total Delay 47.1 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
0.1d / 1.0d SLA
Awaiting Parts
0.6d / 3.0d SLA
Production
25.3d / 2.0d SLA
Ready for Scheduling
1.6d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
6.6d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
19.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Ready Date 3/12/2026 BA

🔧 Work Performed
3/18/26 PC- Installation Technician Findings upon arrival: Found unit in box. Actions Taken/Work Performed: Install of Higi unit. Spoke back to L2. Ran test on unit. Final Resolution: All function tests passed.
🔍 Technician Findings
3/18/26 PC- Installation Technician Findings upon arrival: Found unit in box. Actions Taken/Work Performed: Install of Higi unit. Spoke back to L2. Ran test on unit. Final Resolution: All function tests passed.
⚠️ Problem Description
Special Instructions: Shuler Spigener (off-site) cell 864-221-9361 Use a 2014 refurbished unit. Delivery is standard retail Dock to Dock. Grand Opening 3/25/26 Refer to HWI-0022 Publix Convert to WIFI process. Open Publix Network, so no password required. How will higi connect to the internet: Wifi Ship Date: Delivery Date: 3/17/26 Installation Date: 3/18/26 Additional Info or special requirements Shuler Spigener (off-site) cell 864-221-9361 Use a 2014 refurbished unit. Delivery is standard retail Dock to Dock. Grand Opening 3/25/26 Refer to HWI-0022 Publix Convert to WIFI process. Open Publix Network, so no password required. Link to the Work Instruction, required checklist on page 5 https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Forms/AllItems.aspx?id=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green%2FWI%2DST%2D345%20Higi%20Green%20Installation%20Process%2Epdf&parent=%2FSOPs%20and%20Work%20Instructions%2FHigi%20%26%20Legacy%20Kiosk%20Group%2FHigi%20Green&p=true&ct=1724684970563&or=Teams%2DHL&ga=1  Technician MUST check out with a call to EMSAR’s Tech Support **IMPORTANT** Immediately upon accepting this installation/relocation work order, the Coordinator shall contact the site to make them aware of the installation date and approximate time for the installation.  If the coordinator is unable to make contact, notify EMSAR account manager so HIGI can provide us with an alternate contact name and number.  Verification of delivery will be recorded in the problem description once delivered by the logistics coordinator.   Use this password to access the kiosk: miker0me0g0lfech0  Important: Check in upon arrival via WO button or Coordinator before you begin working on the kiosk. You must check out with Technical Support after install to verify in the portal that the kiosk is online, PC is deployed and operational Call 931-284-4999 and follow the prompts. Our Level II Support team must first verify the errors in the customer portal. Be prepared to give the Work Order number. Support Hours are Monday- Friday from 8:00 AM EST until 8:00 PM EST.  
📄 Description
Higi Green Kiosk with a Wifi Installed and Storm Key pad

Timeline

📞
▶
3 Case Linked Jan 30, 10:51 AM
Case Linked → Work Order Created → Status: L2 Screening
📋
Work Order Created
Work Order: WO-01340945
Type: Installation
Priority: PC
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Jan 30, 11:43 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 51m
🏭
Status: Production by Bryan Allphin Jan 30, 4:24 PM
From: Awaiting Parts
To: Production
Duration in Previous: 4h 40m
🚨 25.9 business days
📅
Status: Ready for Scheduling by Bryan Allphin Mar 9, 3:14 PM
From: Production
To: Ready for Scheduling
Duration in Previous: 37d 21h
👷
▶
4 Technician Assigned Mar 10, 3:02 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 23h 48m
🗓️
Status: Scheduled by Melissa Owens
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-18T13:00:00.000+0000
🔩
2x Parts Added Mar 11, 1:51 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
💵
2x Expenses Added Mar 16, 9:18 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
Status: Tech On Site by Praelow Cameron Mar 18, 8:33 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 17h
✔️
Status: Completed by Praelow Cameron Mar 18, 9:50 AM
From: Tech On Site
To: Completed
Duration in Previous: 1h 16m
⏱️
3x Labor Added Mar 18, 10:43 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1
🏁
Status: Closed by Praelow Cameron Mar 18, 11:23 AM
From: Completed
To: Closed
Duration in Previous: 1h 33m
📄
Status: Ready to Bill by Hannah Shaw Mar 19, 12:20 AM
From: Closed
To: Ready to Bill
Duration in Previous: 12h 56m
🚨 19.0 business days
📨
Status: Invoice Pending by Hannah Shaw Apr 14, 3:03 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 26d 14h
💰
▶
2 Status: Invoiced Apr 14, 3:18 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-259206

Bottlenecks

Production
Duration: 25.3 business days (threshold: 2.0 business days)
Exceeded by 23.3 business days
Ready for Scheduling
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.8 business hours
Scheduled
Duration: 6.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Ready to Bill
Duration: 19.0 business days (threshold: 1.0 business days)
Exceeded by 18.0 business days

🔗 Related Artifacts

📞
Case 00563790
Closed
📦
Parts Order 00089368
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Praelow Cameron
Scheduled
Mar 18, 9:00 AM
Created
Jan 30, 10:51 AM
Invoice #
SM-259206

Work Details (7)

Name Type Status Qty Amount Date
WL-03139303 Parts Open 1 $0.00 Mar 11, 1:51 PM
WL-03139304 Expenses Open 1 $0.00 Mar 11, 1:51 PM
WL-03145239 Expenses Open 1 $0.00 Mar 16, 9:18 AM
WL-03145240 Expenses Open 1 $0.00 Mar 16, 9:18 AM
WL-03148777 Labor Open 0.5 $0.00 Mar 18, 10:43 AM
WL-03148778 Labor Open 1 $219.91 Mar 18, 10:43 AM
WL-03148779 Travel Open 5 $0.00 Mar 18, 10:43 AM

Details