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Detailed work order timeline, KPIs, and analysis

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WO-01350901 ↗ ServiceMax

HIGI LLC • Connectivity • P4

📍 Publix 1698 — 3080 West Kelly Park Road, Apopka FL, 32712

Feb 10, 2026 → Mar 27, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 17, 2026
✗ SLA Missed (28 biz days late)
Active: 32 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 27, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
32d
▶ Clock Running
Status: Assigned
Feb 10 → Mar 27, 2026
32 business days (counted)
Running total: 32 of 4 biz days used
Created: Feb 10, 2026 Completed: Mar 27, 2026
Business Days Used 32 / 4
0 4d budget +28d over
Show SLA Clock Detail (2 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0 / 4
Feb 10 → Mar 27 Assigned ▶ Running 32 32 / 4
Dispatch 0.0d
Coordinators 32.6d
Billing 0.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
32.6 days
Over SLA
Billing
0.4 days
Created: Feb 10, 2026 Due: Feb 16, 2026 Completed: Mar 27, 2026 (38 days late)
📅
32.6 days Total Age
⏱️
32.6d in Assigned Longest Stage
🔄
5 transitions Status Changes
⚠️
35.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566971
higi - 1st call
Closed
Showing on line after reboot 107790 CSA-2014061732 3080 West Kelly Park Road Apopka FL 32712 Publix 1698 +14074640804 Publix, Publix, Publix Retail Yes Yes Deployed
Priority
High
Origin
Client Form
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01350901 (current) Invoiced
Connectivity • Level 1 Support
Created: Feb 10, 2026 • Closed: Mar 27, 2026
Completed with significant delays
Invoiced • 185 days old
🚨
Primary Delay 32.6 days stuck in "Assigned"
⏱️
Total Delay 35.1 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
Assigned
32.6d / 0.5d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
0.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Showing on line after reboot 107790 CSA-2014061732 3080 West Kelly Park Road Apopka FL 32712 Publix 1698 +14074640804 Publix, Publix, Publix Retail Yes Yes Deployed
🔍 Technician Findings
off line
⚠️ Problem Description
Special Instructions: Please restore network connectivity and confirm full functionality. Showing on line after reboot 107790 CSA-2014061732 3080 West Kelly Park Road Apopka FL 32712 Publix 1698 +14074640804 Publix, Publix, Publix Retail Yes Yes Deployed
📄 Description
Higi Station WI-FI

Timeline

📞
Case Linked Feb 10, 10:44 AM
Case Number: 00566971
Subject: higi - 1st call
Status: Closed
📋
▶
3 Work Order Created Feb 10, 2:18 PM
Work Order Created → Status: Assigned → Technician Assigned
👷
Status: Assigned by Leona Coonrod
From: Entered
To: Assigned
Duration in Previous: 0m
👷
Technician Assigned by Leona Coonrod
Technician: a0h5A00000HKEbuQAH, Level 1 Support
🚨 33.0 business days
✔️
Status: Completed by Leona Coonrod Mar 27, 9:40 AM
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 44d 18h, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Hannah Shaw Apr 1, 9:30 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 23h
📨
▶
3 Status: Invoice Pending Apr 1, 12:46 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-258050
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m

Bottlenecks

Assigned
Duration: 32.6 business days (threshold: 4.0 business hours)
Exceeded by 32.1 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00566971
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Connectivity
Branch
N/A
Technician
Level 1 Support
Scheduled
N/A
Created
Feb 10, 2:18 PM
Invoice #
SM-258050

Details