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WO-01349947 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Lucky 7 (McKee) — 1625 McKee Road, San Jose CA, 95116

Feb 5, 2026 → Feb 13, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 11, 2026
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 13, 2026)
SLA Target
1d
▶ Clock Running
Status: Created
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 6 → Feb 9, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 13, 2026
4 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 5 of 4 biz days used
Created: Feb 5, 2026 Completed: Feb 13, 2026
Business Days Used 5 / 4
0 4d budget +1d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Feb 5 → Feb 6 Created ▶ Running 1 1 / 4
Feb 6 → Feb 6 L2 Screening ▶ Running 0 1 / 4
Feb 6 → Feb 9 Awaiting Parts ⏸ Paused 1 —
Feb 9 → Feb 9 Ready for Scheduling ▶ Running 0 1 / 4
Feb 9 → Feb 9 Assigned ▶ Running 0 1 / 4
Feb 9 → Feb 13 Scheduled ▶ Running 4 5 / 4
Feb 13 → Feb 13 Tech On Site ▶ Running 0 5 / 4
Dispatch 1.8d
Material Management 1.9d
Coordinators 5.0d
Field Work 0.5d
Billing 0.2d
✗ SLA Missed
Dispatch
1.8 days
Over SLA
Material Management
1.9 days
Coordinators
5.0 days
Over SLA
Field Work
0.5 days
Billing
0.2 days
Created: Feb 5, 2026 Due: Feb 11, 2026 Completed: Feb 14, 2026 (2 days late)
📅
6.5 days Total Age
⏱️
6.7d in Closed Longest Stage
🔄
10 transitions Status Changes
⚠️
9.6d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565680
Closed
Reported by client: Multiple incorrect blood pressure
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01349947 (current) Invoiced
Repair • Justin Armas
Created: Feb 5, 2026 • Closed: Feb 13, 2026
Completed with minor delays
Invoiced • 189 days old
🚨
Primary Delay 6.7 days stuck in "Closed"
⏱️
Total Delay 9.6 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.5d / 0.5d SLA
L2 Screening
0.3d / 1.0d SLA
Awaiting Parts
1.9d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.9d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
6.7d / 1.0d SLA
Ready to Bill
0.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-11 Mburris tech is booked up

🔧 Work Performed
Installed new BP kit, reset PC and tested unit.
🔍 Technician Findings
Needs New BP kit
⚠️ Problem Description
"Part will be shipped next day air to techs home address. Tech will be shipped replacement BP Kit Tech will replace ALL PARTS SHIPPED and restore functionality. Reboot PC after replacement. Tech will take a user BP test and verify the BP is working as expected to verify functionality of the newly installed part Tech will be sent Key to Kiosk ***Special Instructions: Reported by client: Multiple incorrect blood pressure test results reported. Please check and confirm accuracy. Perform calibration as/if needed. Use this password to access the kiosk:  KKZ@2R4E 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 Hardwired

Timeline

📞
Case Linked Feb 5, 11:20 AM
Case Number: 00565680
Subject:
Status: Closed
📋
Work Order Created Feb 5, 3:18 PM
Work Order: WO-01349947
Type: Repair
Priority: P4
🔍
Status: L2 Screening by Leona Coonrod Feb 6, 9:16 AM
From: Entered
To: L2 Screening
Duration in Previous: 17h 58m
📦
▶
2 Parts Requested Feb 6, 11:40 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 23m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Robert Cox Feb 9, 10:40 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 23h
👷
▶
4 Technician Assigned Feb 9, 11:47 AM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 6m
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-11T22:00:00.000+0000
🔩
3x Parts Added Feb 10, 11:08 AM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
📅
Dispatch Scheduled by Michael Burris Feb 11, 12:35 PM
Scheduled For: 2026-02-13T18:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 12, 11:13 AM
Scheduled For: 2026-02-13T21:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 12, 5:30 PM
Scheduled For: 2026-02-13T20:30:00.000+0000
⏱️
▶
2 Labor Added Feb 13, 2:50 PM
Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Justin Armas
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 3h
✔️
Status: Completed by Justin Armas Feb 13, 5:02 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 12m
⏱️
2x Labor Added Feb 13, 9:10 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 67
🏁
Status: Closed by Justin Armas Feb 13, 9:23 PM
From: Completed
To: Closed
Duration in Previous: 4h 20m
⏳ 3.3 business days
📦
Parts Requested Feb 19, 3:07 PM
Order: 00090733
Status: Closed
⏳ 4.1 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 25, 12:42 AM
From: Closed
To: Ready to Bill
Duration in Previous: 11d 3h
📨
▶
2 Status: Invoice Pending Feb 25, 2:11 AM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254825

Bottlenecks

Entered
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 7.7 business hours
Scheduled
Duration: 4.9 business days (threshold: 2.0 business days)
Exceeded by 2.9 business days
Closed
Duration: 6.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business days

🔗 Related Artifacts

📞
Case 00565680
Closed
📦
Parts Order 00089877
Closed
📦
Parts Order 00090733
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Justin Armas
Scheduled
Feb 13, 3:30 PM
Created
Feb 5, 3:18 PM
Invoice #
SM-254825

Work Details (6)

Name Type Status Qty Amount Date
WL-03098990 Parts Open 1 $0.00 Feb 10, 11:08 AM
WL-03098991 Parts Open 1 $0.00 Feb 10, 11:08 AM
WL-03098992 Expenses Open 1 $0.00 Feb 10, 11:08 AM
WL-03105313 Labor Open 1.25 $0.00 Feb 13, 2:50 PM
WL-03106022 Labor Open 0.5 $0.00 Feb 13, 9:10 PM
WL-03106023 Travel Open 67 $0.00 Feb 13, 9:10 PM

Details