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WO-01349281 ↗ ServiceMax

HIGI LLC • Repair/PM • P4

📍 Publix 1169 — 1075 Oakleaf Plantation Parkway, Orange Park FL, 32065

Feb 3, 2026 → Mar 25, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 9, 2026
✗ SLA Missed
Active: 3 biz days
Paused: 32 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 25, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸32d
⏸ Clock Paused
Status: Awaiting Parts
Feb 3 → Mar 20, 2026
32 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Mar 20 → Mar 20, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Mar 20 → Mar 25, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Feb 3, 2026 Completed: Mar 25, 2026
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0 / 4
Feb 3 → Feb 3 L2 Screening ▶ Running 0 0 / 4
Feb 3 → Mar 20 Awaiting Parts ⏸ Paused 32 —
Mar 20 → Mar 20 Ready for Scheduling ▶ Running 0 0 / 4
Mar 20 → Mar 25 Scheduled ▶ Running 3 3 / 4
Mar 25 → Mar 25 Tech On Site ▶ Running 0 3 / 4
Dispatch 0.7d
Material Management 32.3d
Coordinators 3.8d
Field Work 0.8d
Billing 0.3d
✗ SLA Missed
Dispatch
0.7 days
Material Management
32.3 days
Over SLA
Coordinators
3.8 days
Over SLA
Field Work
0.8 days
Billing
0.3 days
Created: Feb 3, 2026 Due: Feb 6, 2026 Completed: Mar 25, 2026 (46 days late)
📅
36.0 days Total Age
⏱️
32.3d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
33.2d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564712
New Voice Message from Customer Service - PUBLIX OAKLEAF (904) 291-5203 on 02/03/2026 10:17 AM
Closed
Use this password to access the kiosk:  R%GKFJ6R 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.** 
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Feb 3, 2026
Work Orders from this Case (1)
WO-01349281 (current) Invoiced
Repair/PM • Robert Lewis
Created: Feb 3, 2026 • Closed: Mar 25, 2026
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 32.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 33.2 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
0.7d / 1.0d SLA
Awaiting Parts
32.3d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
3.7d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Ready to Bill
0.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/20/26 AJinerson - WO released past SLA, no chance of meeting SLA.


871-0001-01R OUT OF STOCK RC 2/4/2026

🔧 Work Performed
No issues found with the top monitor or touchscreen. Completed Higi PM. No parts were used.
🔍 Technician Findings
Kiosk was functioning normally, no issues found.
⚠️ Problem Description
Tech will be shipped replacement Touchscreen nose assembly. Tech will replace all parts shipped, adjust resolution in resolution settings, calibrate, and restore functionality. Touchscreen should be set as main display. Touchscreen unresponsive Resolution settings 1440×900 / 60HZ top 800×600 / 60HZ bottom 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 be sent Key to Kiosk Use this password to access the kiosk:  R%GKFJ6R 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
Higi Station with 3G installed

Timeline

📞
Case Linked Feb 3, 10:17 AM
Case Number: 00564712
Subject: New Voice Message from Customer Service - PUBLIX OAKLEAF (904) 291-5203 on 02/03/2026 10:17 AM
Status: Closed
📋
▶
2 Work Order Created Feb 3, 11:09 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Feb 3, 4:52 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 5h 43m
🚨 32.9 business days
📅
Status: Ready for Scheduling by Robert Cox Mar 20, 1:35 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 44d 19h
🗓️
▶
3 Status: Scheduled Mar 20, 2:22 PM
Status: Scheduled → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Ben Saur
Technician: Robert Lewis
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2026-03-25T14:30:00.000+0000, 2026-03-25T12:00:00.000+0000
📦
▶
2 Parts Requested Mar 20, 2:39 PM
Parts Requested → 5x Parts Added
🔩
5x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 0, 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Robert Lewis Mar 25, 11:50 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 21h
✔️
Status: Completed by Robert Lewis Mar 25, 1:50 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 59m
⏱️
Labor Added Mar 25, 4:45 PM
Type: Labor
Status: Open
Qty: 2.33333
⏱️
3x Labor Added Mar 25, 5:06 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 2, 1, 155
🏁
Status: Closed by Robert Lewis Mar 25, 5:51 PM
From: Completed
To: Closed
Duration in Previous: 4h 0m
⏳ 3.8 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 30, 11:19 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 17h
📨
▶
3 Status: Invoice Pending Mar 30, 1:53 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-257796
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Awaiting Parts
Duration: 32.3 business days (threshold: 3.0 business days)
Exceeded by 29.3 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00564712
Closed
📦
Parts Order 00089610
Closed
📦
Parts Order 00093060
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair/PM
Branch
N/A
Technician
Robert Lewis
Scheduled
Mar 25, 10:30 AM
Created
Feb 3, 11:09 AM
Invoice #
SM-257796

Work Details (9)

Name Type Status Qty Amount Date
WL-03153244 Parts Open 0 $0.00 Mar 20, 2:39 PM
WL-03153245 Parts Open 0 $0.00 Mar 20, 2:39 PM
WL-03153246 Parts Open 0 $0.00 Mar 20, 2:39 PM
WL-03153247 Parts Open 0 $0.00 Mar 20, 2:39 PM
WL-03153248 Expenses Open 1 $0.00 Mar 20, 2:39 PM
WL-03159201 Labor Open 2.33333 $0.00 Mar 25, 4:45 PM
WL-03159228 Labor Open 2 $0.00 Mar 25, 5:06 PM
WL-03159229 Expenses Open 1 $0.00 Mar 25, 5:06 PM
WL-03159230 Travel Open 155 $0.00 Mar 25, 5:06 PM

Details