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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01350438 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Sam's Club #6482 — 5555 South Buckner Boulevard, Dallas TX, 75228

Feb 6, 2026 → Feb 16, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 12, 2026
✗ SLA Missed
Active: 4 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 16, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 6 → Feb 7, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 7 → 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: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 11, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 11 → Feb 13, 2026
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
0d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Feb 6, 2026 Completed: Feb 16, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0 / 4
Feb 6 → Feb 7 L2 Screening ▶ Running 0 0 / 4
Feb 7 → Feb 9 Awaiting Parts ⏸ Paused 1 —
Feb 9 → Feb 9 Ready for Scheduling ▶ Running 0 0 / 4
Feb 9 → Feb 9 Assigned ▶ Running 0 0 / 4
Feb 9 → Feb 11 Scheduled ▶ Running 2 2 / 4
Feb 11 → Feb 11 Entered ▶ Running 0 2 / 4
Feb 11 → Feb 11 Assigned ▶ Running 0 2 / 4
Feb 11 → Feb 13 Scheduled ▶ Running 2 4 / 4
Feb 13 → Feb 13 Entered ▶ Running 0 4 / 4
Feb 13 → Feb 13 Assigned ▶ Running 0 4 / 4
Feb 13 → Feb 16 Scheduled ▶ Running 0 4 / 4
Feb 16 → Feb 16 Tech On Site ▶ Running 0 4 / 4
Dispatch 0.3d
Material Management 1.0d
Coordinators 6.6d
Billing 0.0d
✗ SLA Missed
Dispatch
0.3 days
Material Management
1.0 days
Coordinators
6.6 days
Over SLA
Billing
0.0 days
Created: Feb 6, 2026 Due: Feb 12, 2026 Completed: Feb 16, 2026 (3 days late)
📅
5.3 days Total Age
⏱️
7.9d in Closed Longest Stage
🔄
12 transitions Status Changes
⚠️
8.9d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Generating AI analysis...
Completed with minor delays
Invoiced • 188 days old
🚨
Primary Delay 7.9 days stuck in "Closed"
⏱️
Total Delay 8.9 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
0.3d / 1.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
6.5d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
7.9d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/10 KKelch rescheduled to tech's next available date due to urgent Mopec repair

🔧 Work Performed
On the HIGI, I removed the one screw and removed the BP cuff assy from the unit. I then installed a new BP cuff Assy and replaced all four of the screws. I made sure the screws were right and the cuff was secure. I then function tested the unit and all passed. I returned the unit to service.
🔍 Technician Findings
On the HIGI, I arrived and found that the Hardware for the BP cuff assy was missing and was only held in by one screw.
⚠️ Problem Description
Tech will be shipped Cuff Housing and mounting screws to replace on Kiosk. Use this password to access the kiosk: JAL27LHL 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 6, 4:57 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 6, 7:39 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 2h 40m
⏳ 1.5 business days
📅
▶
4 Status: Ready for Scheduling Feb 9, 8:57 AM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h5A00000HFAYUQA5, Christopher Womack
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 3m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-12T20:00:00.000+0000, 2026-02-12T19:30:00.000+0000
📦
▶
2 Parts Requested Feb 9, 11:14 AM
Parts Requested → 2x Parts Added
🔩
2x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 9, 2:25 PM
Scheduled For: 2026-02-12T18:00:00.000+0000, 2026-02-12T17:30:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 10, 9:08 AM
Scheduled For: 2026-02-12T20:00:00.000+0000, 2026-02-12T18:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 10, 11:19 AM
Scheduled For: 2026-02-12T20:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 10, 2:46 PM
Scheduled For: 2026-02-26T20:00:00.000+0000
📅
▶
4 Dispatch Scheduled Feb 11, 9:18 AM
Dispatch Scheduled → Status: Entered → Technician Assigned → Dispatch Scheduled
🆕
Status: Entered by Kaitlyn Kelch
From: Scheduled, Entered, Assigned
To: Entered, Assigned, Scheduled
Duration in Previous: 2d 0h, 0m
👷
Technician Assigned by Kaitlyn Kelch
Technician: Zachary Stieben
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-17T18:00:00.000+0000
⏳ 3.0 business days
🆕
▶
4 Status: Entered Feb 13, 2:34 PM
Status: Entered → Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Christopher Womack
👷
Status: Assigned by Kaitlyn Kelch
From: Entered, Assigned
To: Assigned, Scheduled
Duration in Previous: 1m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-16T18:00:00.000+0000, 2026-02-16T17:30:00.000+0000
⏳ 1.0 business days
📅
Dispatch Scheduled by Christopher Womack Feb 15, 10:11 PM
Scheduled For: 2026-02-16T19:00:00.000+0000
🔧
Status: Tech On Site by Christopher Womack Feb 16, 1:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 22h
⏱️
▶
4 3x Labor Added Feb 16, 6:52 PM
3x Labor Added → Status: Completed → 2x Expenses Added → Status: Closed
✔️
Status: Completed by Christopher Womack
From: Tech On Site
To: Completed
Duration in Previous: 5h 22m
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Christopher Womack
From: Completed
To: Closed
Duration in Previous: 2m
⚠️ 7.3 business days
📄
▶
3 Status: Ready to Bill Feb 26, 2:14 AM
Status: Ready to Bill → Status: Invoice Pending → Invoice Created
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 3m, 0m
🧾
Invoice Created
Invoice Number: SM-254931

Bottlenecks

Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 7.9 business days (threshold: 1.0 business days)
Exceeded by 6.9 business days

🔗 Related Artifacts

📦
Parts Order 00089927
Closed
📦
Parts Order 00089945
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Christopher Womack
Scheduled
Feb 16, 2:00 PM
Created
Feb 6, 4:57 PM
Invoice #
SM-254931

Work Details (7)

Name Type Status Qty Amount Date
WL-03097543 Parts Open 1 $0.00 Feb 9, 11:14 AM
WL-03097544 Expenses Open 1 $0.00 Feb 9, 11:14 AM
WL-03107803 Labor Open 0.5 $0.00 Feb 16, 6:52 PM
WL-03107804 Labor Open 1 $0.00 Feb 16, 6:52 PM
WL-03107805 Travel Open 7 $0.00 Feb 16, 6:52 PM
WL-03107807 Expenses Open 1 $0.00 Feb 16, 6:54 PM
WL-03107808 Expenses Open 1 $0.00 Feb 16, 6:54 PM

Details