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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349452 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 United Supermarkets Pharmacy #521 — 2522 Iowa Park Road ATTN: Pharmacy, Wichita Falls TX, 76306

Feb 3, 2026 → Mar 10, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 9, 2026
✗ SLA Missed
Active: 4 biz days
Paused: 14 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 2, 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
⏸13d
⏸ Clock Paused
Status: Awaiting Parts
Feb 3 → Feb 23, 2026
13 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Accepted
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 24 → Feb 25, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 25 → Feb 27, 2026
2 business days (counted)
Running total: 3 of 4 biz days used
1d
▶ Clock Running
Status: Tech On Site
Feb 27 → Mar 2, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
Created: Feb 3, 2026 Completed: Mar 2, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (17 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 → Feb 23 Awaiting Parts ⏸ Paused 13 —
Feb 23 → Feb 23 Ready for Scheduling ▶ Running 0 0 / 4
Feb 23 → Feb 23 Assigned ▶ Running 0 0 / 4
Feb 23 → Feb 23 Scheduled ▶ Running 0 0 / 4
Feb 23 → Feb 23 Entered ▶ Running 0 0 / 4
Feb 23 → Feb 24 Assigned ▶ Running 1 1 / 4
Feb 24 → Feb 24 Accepted ▶ Running 0 1 / 4
Feb 24 → Feb 24 Scheduled ▶ Running 0 1 / 4
Feb 24 → Feb 24 Entered ▶ Running 0 1 / 4
Feb 24 → Feb 24 L2 Screening ▶ Running 0 1 / 4
Feb 24 → Feb 25 Awaiting Parts ⏸ Paused 1 —
Feb 25 → Feb 25 Ready for Scheduling ▶ Running 0 1 / 4
Feb 25 → Feb 25 Assigned ▶ Running 0 1 / 4
Feb 25 → Feb 27 Scheduled ▶ Running 2 3 / 4
Feb 27 → Mar 2 Tech On Site ▶ Running 1 4 / 4
Dispatch 0.3d
Material Management 14.3d
Coordinators 4.5d
Field Work 8.1d
Billing 0.1d
✗ SLA Missed
Dispatch
0.3 days
Material Management
14.3 days
Over SLA
Coordinators
4.5 days
Over SLA
Field Work
8.1 days
Over SLA
Billing
0.1 days
Created: Feb 3, 2026 Due: Feb 9, 2026 Completed: Mar 10, 2026 (28 days late)
📅
24.3 days Total Age
⏱️
13.1d in Awaiting Parts Longest Stage
🔄
16 transitions Status Changes
⚠️
19.0d over Total Delay
📦
4 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Generating AI analysis...
Completed with significant delays
Invoiced • 191 days old
🚨
Primary Delay 13.1 days stuck in "Awaiting Parts"
⏱️
Total Delay 19.0 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.1d / 0.5d SLA
L2 Screening
0.2d / 1.0d SLA
Awaiting Parts
14.3d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
3.2d / 2.0d SLA
Assigned
1.3d / 0.5d SLA
Tech On Site
1.1d / 1.0d SLA
Completed
7.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/24/26 CDempsey- This was asked to send to WM prior to tracking showing as shipped, however, today Zach received the part.

2/23 KKelch placed in WM per CDempsey

RMA-04011-001 OUT OF STOCK RC 2/4/26

RECEIVED ON 2/23/26 AND PICKED FOR SHIPMENT

🔧 Work Performed
Swapped out new monitor for old. Tested successfully.
🔍 Technician Findings
Monitor was DOA
⚠️ Problem Description
Tech will be shipped replacement TV monitor. Tech will replace all parts shipped, adjust resolution in resolution settings, calibrate, and restore functionality. Touchscreen should be set as main display. Resolution for SH-650 Lower: 1280x1024 Upper: 1360x768 Use this password to access the kiosk: R#Z#4ZEL 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
Kiosk

Timeline

📋
▶
2 Work Order Created Feb 3, 4:44 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Feb 3, 6:12 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 27m
🚨 13.7 business days
📅
Status: Ready for Scheduling by Robert Cox Feb 23, 3:20 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 19d 21h
👷
▶
3 Technician Assigned Feb 23, 3:31 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 11m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-26T22:00:00.000+0000
📦
▶
2 Parts Requested Feb 23, 4:00 PM
Parts Requested → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🆕
▶
2 Status: Entered Feb 23, 4:56 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Kaitlyn Kelch
Technician: Work Market
📋
▶
3 Status: Accepted Feb 24, 4:22 PM
Status: Accepted → Dispatch Scheduled → Status: Entered
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2026-02-26T13:00:00.000+0000
🆕
Status: Entered by Jessica Foley
From: Scheduled
To: Entered
Duration in Previous: 1m
🔍
Status: L2 Screening by Kimberly Hardison Feb 24, 4:53 PM
From: Entered
To: L2 Screening
Duration in Previous: 28m
📦
▶
2 Parts Requested Feb 24, 5:02 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 8m
📅
Status: Ready for Scheduling by Robert Cox Feb 25, 9:45 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 16h 42m
👷
▶
3 Technician Assigned Feb 25, 9:50 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Jessica Foley
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 5m, 0m
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2026-02-26T13:00:00.000+0000
📦
▶
2 Parts Requested Feb 25, 1:06 PM
Parts Requested → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
Status: Tech On Site by Workmarket Integration Feb 27, 5:51 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 8h
⏳ 1.8 business days
✔️
▶
2 Status: Completed Mar 2, 11:19 AM
Status: Completed → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⚠️ 7.0 business days
🏁
Status: Closed by Jessica Foley Mar 10, 11:54 AM
From: Completed
To: Closed
Duration in Previous: 7d 23h
⏱️
▶
2 Labor Added Mar 11, 11:38 AM
Labor Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 23h 44m
📨
▶
2 Status: Invoice Pending Mar 11, 12:04 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256175

Bottlenecks

Awaiting Parts
Duration: 13.1 business days (threshold: 3.0 business days)
Exceeded by 10.1 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.0 business hours
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Completed
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📦
Parts Order 00089617
Closed
📦
Parts Order 00090926
Closed
📦
Parts Order 00091007
Closed
📦
Parts Order 00091061
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Work Market
Scheduled
Feb 26, 8:00 AM
Created
Feb 3, 4:44 PM
Invoice #
SM-256175

Work Details (5)

Name Type Status Qty Amount Date
WL-03116472 Expenses Open 1 $0.00 Feb 23, 4:00 PM
WL-03119462 Parts Open 1 $0.00 Feb 25, 1:06 PM
WL-03119463 Expenses Open 1 $0.00 Feb 25, 1:06 PM
WL-03125995 Expenses Open 1 $0.00 Mar 2, 11:20 AM
WL-03139064 Labor Open - $0.00 Mar 11, 11:38 AM

Details