Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349615 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Sam's Club #4860 — 1220 N EISENHOWER DR, Beckley WV, 25801

Feb 4, 2026 → Mar 23, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 10, 2026
✗ SLA Missed (5 biz days late)
Active: 9 biz days
Paused: 10 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 4, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 4 → Feb 5, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸8d
⏸ Clock Paused
Status: Ready for Release
Feb 5 → Feb 18, 2026
8 business days (not counted)
▶ Clock Running
Status: Assigned
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Accepted
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 19 → Feb 20, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
7d
▶ Clock Running
Status: Scheduled
Feb 20 → Mar 3, 2026
7 business days (counted)
Running total: 8 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 3 → Mar 4, 2026
1 business day (counted)
Running total: 9 of 4 biz days used
Created: Feb 4, 2026 Completed: Mar 4, 2026
Business Days Used 9 / 4
0 4d budget +5d over
Show SLA Clock Detail (18 periods)
Period Status Clock Biz Days Running Total
Feb 4 → Feb 4 Created ▶ Running 0 0 / 4
Feb 4 → Feb 4 L2 Screening ▶ Running 0 0 / 4
Feb 4 → Feb 5 Awaiting Parts ⏸ Paused 1 —
Feb 5 → Feb 5 Ready for Scheduling ▶ Running 0 0 / 4
Feb 5 → Feb 5 Assigned ▶ Running 0 0 / 4
Feb 5 → Feb 5 Scheduled ▶ Running 0 0 / 4
Feb 5 → Feb 5 Entered ▶ Running 0 0 / 4
Feb 5 → Feb 18 Ready for Release ⏸ Paused 8 —
Feb 18 → Feb 19 Assigned ▶ Running 1 1 / 4
Feb 19 → Feb 19 Accepted ▶ Running 0 1 / 4
Feb 19 → Feb 19 Scheduled ▶ Running 0 1 / 4
Feb 19 → Feb 19 Entered ▶ Running 0 1 / 4
Feb 19 → Feb 19 L2 Screening ▶ Running 0 1 / 4
Feb 19 → Feb 20 Awaiting Parts ⏸ Paused 1 —
Feb 20 → Feb 20 Ready for Scheduling ▶ Running 0 1 / 4
Feb 20 → Feb 20 Assigned ▶ Running 0 1 / 4
Feb 20 → Mar 3 Scheduled ▶ Running 7 8 / 4
Mar 3 → Mar 4 Tech On Site ▶ Running 1 9 / 4
Dispatch 0.0d
Material Management 3.6d
Holding 8.4d (excluded)
Coordinators 9.9d
Field Work 14.9d
Billing 0.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.6 days
Holding (excluded from total)
8.4 days
Coordinators
9.9 days
Over SLA
Field Work
14.9 days
Over SLA
Billing
0.4 days
Created: Feb 4, 2026 Due: Feb 9, 2026 Completed: Mar 23, 2026 (41 days late)
📅
32.7 days Total Age
⏱️
13.5d in Completed Longest Stage
🔄
17 transitions Status Changes
⚠️
23.6d over Total Delay
📦
5 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 13.5 days stuck in "Completed"
⏱️
Total Delay 23.6 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
0.0d / 1.0d SLA
Awaiting Parts
3.6d / 3.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Scheduled
8.0d / 2.0d SLA
Ready for Release
8.4d
Assigned
1.7d / 0.5d SLA
Accepted
0.0d
Tech On Site
1.4d / 1.0d SLA
Completed
13.5d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Ready to Bill
0.4d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

03/03/2026 JFoley - wm tech checked in 3:31pm

02/23/2026 JFoley - part delivered late, wm tech will complete on next availability 2/25.

2/18/2026 CRamen tech not available. Send to WM.

🔧 Work Performed
Validated cable connections and provided additional slack to tight cabling. DC/RC and power cycle.
🔍 Technician Findings
Down device, screen display "No sync"
⚠️ Problem Description
Please have WO Number ready when checking in. Higi is a Blood Pressure Kiosk located in Pharmacy. Do not start work on kiosk until you have parts in your possession. (Technician’s responsibility to check if parts are shipped, correct parts received, no damage.) Tech must investigate issue before replacing Parts. Parts will be replaced at the discretion of L2. If unable to resolve with original parts installed, please follow below steps. Tech will be sent a PC for replacement. Tech must replace PC kit but do not transfer graphics card from old to new PC. Regardless if PC is installed or not you must contact Level 2 support while onsite to verify errors as well as update portal and ServiceMax for used or unused PC parts Tech will be sent Key to Kiosk Use this password to access the kiosk:  miker0me0g0lfech0 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 Green Kiosk with 4G installed

Timeline

📋
▶
2 Work Order Created Feb 4, 1:13 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 1m
📦
▶
2 Parts Requested Feb 4, 1:23 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 Jacob Jones Feb 5, 11:50 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 22h 27m
👷
▶
3 Technician Assigned Feb 5, 12:09 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 19m, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-09T20:00:00.000+0000
📦
▶
2 Parts Requested Feb 5, 12:41 PM
Parts Requested → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
📅
Dispatch Scheduled by Charles Ramen Feb 5, 3:40 PM
Scheduled For: 2026-02-09T21:00:00.000+0000
📅
▶
2 Dispatch Scheduled Feb 5, 3:58 PM
Dispatch Scheduled → Status: Entered
🆕
Status: Entered by Charles Ramen
From: Scheduled, Entered
To: Entered, Ready for Release
Duration in Previous: 3h 50m
⚠️ 9.0 business days
👷
▶
2 Technician Assigned Feb 18, 1:18 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Release
To: Assigned
Duration in Previous: 12d 21h
📋
▶
3 Status: Accepted Feb 19, 11:20 AM
Status: Accepted → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2026-02-20T13:00:00.000+0000
🗓️
Status: Scheduled by Jessica Foley
From: Accepted
To: Scheduled
Duration in Previous: 1m
🆕
Status: Entered by Jessica Foley Feb 19, 11:29 AM
From: Scheduled, Entered
To: Entered, L2 Screening
Duration in Previous: 7m, 0m
📦
▶
2 Parts Requested Feb 19, 11:38 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 9m
📦
Parts Requested Feb 20, 2:11 AM
Order: 00090773
Status: Canceled
📅
Status: Ready for Scheduling by Jacob Jones Feb 20, 1:44 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 2h
👷
▶
3 Technician Assigned Feb 20, 2:47 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Jessica Foley
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 1h 3m, 0m
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2026-02-23T13:00:00.000+0000
📦
▶
2 Parts Requested Feb 20, 3:22 PM
Parts Requested → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
📅
Dispatch Scheduled by Jessica Foley Feb 23, 4:07 PM
Scheduled For: 2026-02-25T13:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Workmarket Integration Mar 3, 3:31 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 0h
✔️
▶
2 Status: Completed Mar 4, 3:12 PM
Status: Completed → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🚨 14.0 business days
🏁
Status: Closed by Jessica Foley Mar 23, 11:43 AM
From: Completed
To: Closed
Duration in Previous: 18d 19h
⚠️ 5.0 business days
⏱️
▶
2 Labor Added Mar 27, 9:59 AM
Labor Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 3d 22h
📨
▶
2 Status: Invoice Pending Mar 27, 1:34 PM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-257701

Bottlenecks

Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 7.5 business days (threshold: 2.0 business days)
Exceeded by 5.5 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours
Completed
Duration: 13.5 business days (threshold: 1.0 business days)
Exceeded by 12.5 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📦
Parts Order 00089684
Closed
📦
Parts Order 00089793
Closed
📦
Parts Order 00090710
Closed
📦
Parts Order 00090773
Canceled
📦
Parts Order 00090834
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Work Market
Scheduled
Feb 25, 8:00 AM
Created
Feb 4, 1:13 PM
Invoice #
SM-257701

Work Details (5)

Name Type Status Qty Amount Date
WL-03093092 Expenses Open 1 $0.00 Feb 5, 12:41 PM
WL-03114236 Parts Open 1 $0.00 Feb 20, 3:22 PM
WL-03114237 Expenses Open 1 $0.00 Feb 20, 3:22 PM
WL-03130013 Expenses Open 1 $0.00 Mar 4, 3:13 PM
WL-03162311 Labor Open - $0.00 Mar 27, 9:59 AM

Details