Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349447 ↗ ServiceMax

HIGI LLC • Installation • PC

📍 Wegmans 141 - Breakroom — 106 Corporate Park Drive, Harrison NY, 10604

Feb 3, 2026 → Feb 25, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 25, 2026
✓ SLA Met
Active: 14 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Feb 25, 2026)
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 3 → Feb 4, 2026
1 business day (not counted)
8d
▶ Clock Running
Status: Production
Feb 4 → Feb 17, 2026
8 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 8 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 25, 2026
6 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 14 of ? biz days used
Created: Feb 3, 2026 Completed: Feb 25, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0
Feb 3 → Feb 3 L2 Screening ▶ Running 0 0
Feb 3 → Feb 4 Awaiting Parts ⏸ Paused 1 —
Feb 4 → Feb 17 Production ▶ Running 8 8
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 8
Feb 17 → Feb 17 Assigned ▶ Running 0 8
Feb 17 → Feb 25 Scheduled ▶ Running 6 14
Feb 25 → Feb 25 Tech On Site ▶ Running 0 14
Dispatch 8.4d
Material Management 1.2d
Coordinators 6.5d
Field Work 0.6d
Billing 21.4d
✓ SLA Met
Dispatch
8.4 days
Over SLA
Material Management
1.2 days
Coordinators
6.5 days
Over SLA
Field Work
0.6 days
Billing
21.4 days
Over SLA
Created: Feb 3, 2026 Due: Feb 25, 2026 Completed: Feb 25, 2026 (on time)
📅
15.3 days Total Age
⏱️
13.0d in Ready to Bill Longest Stage
🔄
12 transitions Status Changes
⚠️
31.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00564966
CF-82510
Closed
How will higi connect to the internet: Wifi Ship Date: Delivery Date: 02/24/26 Installation Date: 02/25/26 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
Feb 3, 2026
Work Orders from this Case (1)
WO-01349447 (current) Invoiced
Installation • Luis Torres
Created: Feb 3, 2026 • Closed: Feb 25, 2026
Completed with significant delays
Invoiced • 194 days old
🚨
Primary Delay 13.0 days stuck in "Ready to Bill"
⏱️
Total Delay 31.8 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
1.2d / 3.0d SLA
Production
8.3d / 2.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
6.4d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
4.2d / 1.0d SLA
Billing Review
8.0d / 2.0d SLA
Ready to Bill
13.0d / 1.0d SLA
Invoice Pending
0.4d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Missing BOL

3.3.26 hshaw - missing BOL & 7 quality pictures, chat JMuray & Dispatch team

Ready Date 2/19/26 BA

🔧 Work Performed
**Unwrapped unit from pallet placed it in the designated spot in the break room where I was instructed to do so. **Ran down install checklist and confirmed that unit was online and displaying ads. **Calibrated touchscreen to confirm working properly & accurately **Calibrated scale to confirm it’s working properly and accurately. **Performed full cycle test
🔍 Technician Findings
Unit wrapped up on pallet and no visible damage done to unit.
⚠️ Problem Description
How will higi connect to the internet: Wifi Ship Date: Delivery Date: 02/24/26 Installation Date: 02/25/26 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 Feb 3, 4:11 PM
Case Linked → Work Order Created → Status: L2 Screening
📋
Work Order Created
Work Order: WO-01349447
Type: Installation
Priority: PC
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Feb 3, 5:08 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 53m
🏭
Status: Production by Bryan Allphin Feb 4, 4:52 PM
From: Awaiting Parts
To: Production
Duration in Previous: 23h 43m
⚠️ 8.9 business days
📅
Status: Ready for Scheduling by Bryan Allphin Feb 17, 3:19 PM
From: Production
To: Ready for Scheduling
Duration in Previous: 12d 22h
👷
▶
3 Status: Assigned Feb 17, 4:07 PM
Status: Assigned → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kourtney Smith
Technician: Luis Torres
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-24T15:00:00.000+0000, 2026-02-25T15:00:00.000+0000
🔩
2x Parts Added Feb 18, 2:31 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
📅
Dispatch Scheduled by Kourtney Smith Feb 24, 8:59 AM
Scheduled For: 2026-02-25T16:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Luis Torres Feb 25, 12:59 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 20h
🚗
▶
2 3x Travel Added Feb 25, 2:42 PM
3x Travel Added → Status: Completed
✔️
Status: Completed by Luis Torres
From: Tech On Site
To: Completed
Duration in Previous: 1h 45m
🏁
Status: Closed by Luis Torres Feb 25, 5:31 PM
From: Completed
To: Closed
Duration in Previous: 2h 46m
⏳ 4.8 business days
💵
Status: Billing Review by Hannah Shaw Mar 3, 8:27 AM
From: Closed
To: Billing Review
Duration in Previous: 5d 14h
⚠️ 8.0 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 12, 11:58 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 9d 2h
🚨 13.0 business days
📨
Status: Invoice Pending by Hannah Shaw Mar 30, 3:08 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 18d 3h
💰
▶
2 Status: Invoiced Mar 30, 6:11 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-257814

Bottlenecks

Production
Duration: 8.3 business days (threshold: 2.0 business days)
Exceeded by 6.3 business days
Scheduled
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Closed
Duration: 4.2 business days (threshold: 1.0 business days)
Exceeded by 3.2 business days
Billing Review
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Ready to Bill
Duration: 13.0 business days (threshold: 1.0 business days)
Exceeded by 12.0 business days

🔗 Related Artifacts

📞
Case 00564966
Closed
📦
Parts Order 00089614
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Luis Torres
Scheduled
Feb 25, 11:00 AM
Created
Feb 3, 4:15 PM
Invoice #
SM-257814

Work Details (5)

Name Type Status Qty Amount Date
WL-03110542 Parts Open 1 $0.00 Feb 18, 2:31 PM
WL-03110543 Expenses Open 1 $0.00 Feb 18, 2:31 PM
WL-03119710 Travel Open 45 $0.00 Feb 25, 2:42 PM
WL-03119711 Labor Open 1.25 $219.91 Feb 25, 2:42 PM
WL-03119712 Labor Open 1.75 $0.00 Feb 25, 2:42 PM

Details