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WO-01350617 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Acme Fresh Market 2 — 2420 Wedgewood Dr., Akron OH, 44312

Feb 9, 2026 → Feb 16, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 13, 2026
✗ SLA Missed
Active: 3 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 16, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 9 → Feb 10, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 13, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Reschedule
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
0d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Feb 9, 2026 Completed: Feb 16, 2026
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0 / 4
Feb 9 → Feb 9 L2 Screening ▶ Running 0 0 / 4
Feb 9 → Feb 10 Awaiting Parts ⏸ Paused 1 —
Feb 10 → Feb 10 Ready for Scheduling ▶ Running 0 0 / 4
Feb 10 → Feb 10 Assigned ▶ Running 0 0 / 4
Feb 10 → Feb 13 Scheduled ▶ Running 3 3 / 4
Feb 13 → Feb 13 Reschedule ▶ Running 0 3 / 4
Feb 13 → Feb 16 Scheduled ▶ Running 0 3 / 4
Dispatch 0.1d
Material Management 1.4d
Coordinators 3.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
1.4 days
Coordinators
3.9 days
Over SLA
Billing
0.0 days
Created: Feb 9, 2026 Due: Feb 13, 2026 Completed: Feb 16, 2026 (2 days late)
📅
4.5 days Total Age
⏱️
7.9d in Closed Longest Stage
🔄
10 transitions Status Changes
⚠️
8.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566537
higi - 11
Closed
Use this password to access the kiosk:  QXR#XMAN 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.** 
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350617 (current) Invoiced
Repair • Dustin Antolin
Created: Feb 9, 2026 • Closed: Feb 16, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 7.9 days stuck in "Closed"
⏱️
Total Delay 8.4 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
1.4d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.8d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
7.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/13/2026 CRamen Dustin called at 4:15 asking me to re-schedule for Monday as he did a job at Bedford FD and took longer than expected.

🔧 Work Performed
Contacted level 2 support to troubleshoot. Reseated HDMI connections, replaced HDMI and bypassed HDMI jumper straight to PC. PC rebooted. Top monitor still black. Display settings show no other monitor detected. Sound queue of HDMI still randomly and intermittently playing.
🔍 Technician Findings
Top monitor black. PC intermittently loses detection of top monitor. Sound queue of HDMI plugging in and out plays randomly as if it does not have a proper connection.
⚠️ Problem Description
Tech will be shipped replacement advertisement monitor. Tech will replace and restore functionality. Top monitor is not displaying. Resolution settings 1920×1080 / 75HZ top Tech will be sent Key to Kiosk Use this password to access the kiosk:  QXR#XMAN 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 Alternate Configuration Station WiFi

Timeline

📞
Case Linked Feb 9, 10:19 AM
Case Number: 00566537
Subject: higi - 11
Status: Closed
📋
▶
2 Work Order Created Feb 9, 2:36 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 9, 3:26 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 48m
📅
Status: Ready for Scheduling by Robert Cox Feb 10, 2:38 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 23h 11m
👷
▶
5 Technician Assigned Feb 10, 2:56 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-13T19:30:00.000+0000, 2026-02-13T17:00:00.000+0000, 2026-02-13T17:30:00.000+0000
🗓️
Status: Scheduled by Charles Ramen
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-13T18:00:00.000+0000, 2026-02-13T19:00:00.000+0000
🔩
3x Parts Added Feb 10, 3:22 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
📅
▶
3 Dispatch Scheduled Feb 13, 4:12 PM
Dispatch Scheduled → Status: Reschedule → Dispatch Scheduled
🔄
Status: Reschedule by Charles Ramen
From: Scheduled, Reschedule
To: Reschedule, Scheduled
Duration in Previous: 3d 1h, 0m
📅
Dispatch Scheduled by Charles Ramen
Scheduled For: 2026-02-16T21:00:00.000+0000
⏳ 1.0 business days
⏱️
5x Labor Added Feb 16, 6:28 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 1.6666666666667, 0.25, 140
✔️
Status: Completed by Dustin Antolin Feb 16, 6:41 PM
From: Scheduled
To: Completed
Duration in Previous: 3d 2h
🏁
Status: Closed by Dustin Antolin Feb 16, 6:57 PM
From: Completed
To: Closed
Duration in Previous: 16m
⚠️ 7.3 business days
📄
▶
2 Status: Ready to Bill Feb 26, 2:16 AM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⏳ 4.0 business days
🧾
Invoice Created Mar 3, 1:10 PM
Invoice Number: SM-254931

Bottlenecks

Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 7.9 business days (threshold: 1.0 business days)
Exceeded by 6.9 business days

🔗 Related Artifacts

📞
Case 00566537
Closed
📦
Parts Order 00089984
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Dustin Antolin
Scheduled
Feb 16, 4:00 PM
Created
Feb 9, 2:36 PM
Invoice #
SM-254931

Work Details (8)

Name Type Status Qty Amount Date
WL-03099413 Parts Open 1 $0.00 Feb 10, 3:22 PM
WL-03099414 Parts Open 1 $0.00 Feb 10, 3:22 PM
WL-03099415 Expenses Open 1 $0.00 Feb 10, 3:22 PM
WL-03107766 Labor Open 2.5 $0.00 Feb 16, 6:28 PM
WL-03107767 Labor Open 1.6666666666667 $0.00 Feb 16, 6:28 PM
WL-03107768 Labor Open 0.25 $0.00 Feb 16, 6:28 PM
WL-03107769 Travel Open 140 $0.00 Feb 16, 6:28 PM
WL-03107770 Travel Open 5 $0.00 Feb 16, 6:28 PM

Details