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← WO Overview

WO-01351442 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Sam's Club #4908 — 5240 FREDERICA ST, Owensboro KY, 42301

Feb 12, 2026 → Mar 10, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 19, 2026
✗ SLA Missed (7 biz days late)
Active: 11 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 3, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 12 → Feb 13, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Accepted
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 13 → Feb 18, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 19 → Feb 19, 2026
0 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Entered
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 4 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 20 → Feb 20, 2026
0 business days (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Feb 20 → Feb 25, 2026
3 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 25 → Feb 25, 2026
0 business days (counted)
Running total: 7 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 25 → Mar 3, 2026
4 business days (counted)
Running total: 11 of 4 biz days used
Created: Feb 12, 2026 Completed: Mar 3, 2026
Business Days Used 11 / 4
0 4d budget +7d over
Show SLA Clock Detail (20 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0 / 4
Feb 12 → Feb 12 L2 Screening ▶ Running 0 0 / 4
Feb 12 → Feb 13 Awaiting Parts ⏸ Paused 1 —
Feb 13 → Feb 13 Ready for Scheduling ▶ Running 0 0 / 4
Feb 13 → Feb 13 Assigned ▶ Running 0 0 / 4
Feb 13 → Feb 13 Accepted ▶ Running 0 0 / 4
Feb 13 → Feb 18 Scheduled ▶ Running 2 2 / 4
Feb 18 → Feb 19 Tech On Site ▶ Running 1 3 / 4
Feb 19 → Feb 19 Entered ▶ Running 0 3 / 4
Feb 19 → Feb 19 L2 Screening ▶ Running 0 3 / 4
Feb 19 → Feb 19 Awaiting Parts ⏸ Paused 0 —
Feb 19 → Feb 19 Ready for Scheduling ▶ Running 0 3 / 4
Feb 19 → Feb 19 Assigned ▶ Running 0 3 / 4
Feb 19 → Feb 19 Entered ▶ Running 0 3 / 4
Feb 19 → Feb 19 Assigned ▶ Running 0 3 / 4
Feb 19 → Feb 20 Scheduled ▶ Running 1 4 / 4
Feb 20 → Feb 20 Awaiting Parts ⏸ Paused 0 —
Feb 20 → Feb 25 Ready for Scheduling ▶ Running 3 7 / 4
Feb 25 → Feb 25 Tech On Site ▶ Running 0 7 / 4
Feb 25 → Mar 3 Scheduled ▶ Running 4 11 / 4
Dispatch 0.1d
Material Management 2.3d
Coordinators 13.4d
Field Work 7.4d
Billing 3.4d
✗ SLA Missed
Dispatch
0.1 days
Material Management
2.3 days
Coordinators
13.4 days
Over SLA
Field Work
7.4 days
Over SLA
Billing
3.4 days
Created: Feb 12, 2026 Due: Feb 18, 2026 Completed: Mar 10, 2026 (19 days late)
📅
17.4 days Total Age
⏱️
5.5d in Completed Longest Stage
🔄
24 transitions Status Changes
⚠️
12.7d over Total Delay
📦
4 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568026
Closed
Use this password to access the kiosk:  4!Y3RYXY 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
Standard
Origin
Phone
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Feb 12, 2026
Work Orders from this Case (1)
WO-01351442 (current) Invoiced
Repair • Work Market
Created: Feb 12, 2026 • Closed: Mar 10, 2026
Completed with significant delays
Invoiced • 182 days old
🚨
Primary Delay 5.5 days stuck in "Completed"
⏱️
Total Delay 12.7 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
2.3d / 3.0d SLA
Ready for Scheduling
4.4d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
8.8d / 2.0d SLA
Tech On Site
1.9d / 1.0d SLA
Completed
5.5d / 1.0d SLA
Closed
2.4d / 1.0d SLA
WO Correction Needed
3.0d
Ready to Bill
0.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

03/14/2026 JFoley - original shipment shipped to Wilmington, no parts to return.

3.11.26 hshaw - missing parts

03.03.2026 JFoley - wm tech not able to complete and no sign off for this WO. WM tech will be paid trip fee of $50 and will be blocked from future use.

03/02/2026 JFoley - reached out to wm tech to complete required fields.

02/25/2026 JFoley - wm tech advised completing today.

2/19/2026 CRamen No tech available. Send to WM


2/13/2026 CRamen No tech available. Send to WM.

🔧 Work Performed
left lights inside kiosk
🔍 Technician Findings
I can't figure out how to open the light casing
⚠️ Problem Description
Al advised that the LEDs on the tower are out. Everything else is working. Kiosk is online. Tech will be shipped tower LEDs to replace on kiosk. tech will be shipped Key to Kiosk Use this password to access the kiosk:  4!Y3RYXY 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

📞
▶
3 Case Linked Feb 12, 3:54 PM
Case Linked → Work Order Created → Status: L2 Screening
📋
Work Order Created
Work Order: WO-01351442
Type: Repair
Priority: P4
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Feb 12, 4:31 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 32m
📅
Status: Ready for Scheduling by Robert Cox Feb 13, 8:09 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 15h 37m
👷
▶
2 Technician Assigned Feb 13, 10:24 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Charles Ramen
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 15m
📋
▶
2 Status: Accepted Feb 13, 11:30 AM
Status: Accepted → Dispatch Scheduled
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2026-02-18T13:00:00.000+0000
💵
Expenses Added Feb 13, 12:56 PM
Type: Expenses
Status: Open
Qty: 1
📦
Parts Requested Feb 13, 1:20 PM
Order: 00090360
Status: Closed
⏳ 3.0 business days
🔧
Status: Tech On Site by Workmarket Integration Feb 18, 12:40 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 1h
⏳ 2.0 business days
🆕
▶
3 Status: Entered Feb 19, 1:16 PM
Status: Entered → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00090717
Status: Closed
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 3m
📅
Status: Ready for Scheduling by Robert Cox Feb 19, 1:27 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7m
👷
▶
5 Status: Assigned Feb 19, 2:50 PM
Status: Assigned → Technician Assigned → Status: Entered → Technician Assigned → Status: Assigned
👷
Technician Assigned by Charles Ramen
Technician: Work Market
🆕
Status: Entered by Charles Ramen
From: Assigned
To: Entered
Duration in Previous: 1m
👷
Technician Assigned by Charles Ramen
Technician: Work Market
👷
Status: Assigned by Charles Ramen
From: Entered
To: Assigned
Duration in Previous: 1m
🗓️
▶
2 Status: Scheduled Feb 19, 3:11 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2026-02-23T13:00:00.000+0000
💵
Expenses Added Feb 19, 3:58 PM
Type: Expenses
Status: Open
Qty: 1
📦
▶
2 Parts Requested Feb 20, 2:05 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Phillip Castillo
From: Scheduled
To: Awaiting Parts
Duration in Previous: 10h 53m
📅
Status: Ready for Scheduling by Robert Cox Feb 20, 11:22 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 9h 17m
⏳ 4.0 business days
🔧
Status: Tech On Site by Workmarket Integration Feb 25, 2:22 PM
From: Ready for Scheduling
To: Tech On Site
Duration in Previous: 5d 3h
🗓️
▶
2 Status: Scheduled Feb 25, 2:57 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2026-02-25T13:00:00.000+0000
⚠️ 5.0 business days
✔️
▶
2 Status: Completed Mar 3, 2:37 PM
Status: Completed → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⚠️ 6.0 business days
🏁
Status: Closed by Jessica Foley Mar 10, 11:54 AM
From: Completed
To: Closed
Duration in Previous: 6d 20h
⏱️
▶
2 Labor Added Mar 11, 11:40 AM
Labor Added → Status: WO Correction Needed
✏️
Status: WO Correction Needed by Hannah Shaw
From: Closed
To: WO Correction Needed
Duration in Previous: 23h 48m
⏳ 3.0 business days
🏁
Status: Closed by Jessica Foley Mar 14, 9:54 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 3d 10h
⏳ 0.0 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 15, 11:05 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
📨
▶
3 Status: Invoice Pending Mar 16, 2:12 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-256571
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.5 business hours
Tech On Site
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.3 business hours
Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 4.5 business days (threshold: 2.0 business days)
Exceeded by 2.5 business days
Completed
Duration: 5.5 business days (threshold: 1.0 business days)
Exceeded by 4.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00568026
Closed
📦
Parts Order 00090295
Closed
📦
Parts Order 00090360
Closed
📦
Parts Order 00090717
Closed
📦
Parts Order 00090772
Canceled

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Work Market
Scheduled
Feb 25, 8:00 AM
Created
Feb 12, 3:58 PM
Invoice #
SM-256571

Work Details (4)

Name Type Status Qty Amount Date
WL-03105095 Expenses Open 1 $0.00 Feb 13, 12:56 PM
WL-03112401 Expenses Open 1 $0.00 Feb 19, 3:58 PM
WL-03128032 Expenses Open 1 $0.00 Mar 3, 2:40 PM
WL-03139067 Labor Open - $0.00 Mar 11, 11:40 AM

Details