Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351455 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Sam's Club #6247 — 8130 N CHURCH ROAD, Kansas City (Liberty) MO, 64158

Feb 12, 2026 → Mar 26, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 19, 2026
✗ SLA Missed (23 biz days late)
Active: 27 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Mar 25, 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
27d
▶ Clock Running
Status: Scheduled
Feb 13 → Mar 25, 2026
27 business days (counted)
Running total: 27 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 27 of 4 biz days used
Created: Feb 12, 2026 Completed: Mar 25, 2026
Business Days Used 27 / 4
0 4d budget +23d over
Show SLA Clock Detail (7 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 → Mar 25 Scheduled ▶ Running 27 27 / 4
Mar 25 → Mar 25 Tech On Site ▶ Running 0 27 / 4
Dispatch 0.1d
Material Management 1.2d
Coordinators 27.5d
Field Work 2.2d
Billing 0.4d
✗ SLA Missed
Dispatch
0.1 days
Material Management
1.2 days
Coordinators
27.5 days
Over SLA
Field Work
2.2 days
Over SLA
Billing
0.4 days
Created: Feb 12, 2026 Due: Feb 18, 2026 Completed: Mar 26, 2026 (35 days late)
📅
29.3 days Total Age
⏱️
27.5d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
30.5d 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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Completed with significant delays
Invoiced • 182 days old
🚨
Primary Delay 27.5 days stuck in "Scheduled"
⏱️
Total Delay 30.5 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
1.2d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
27.5d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
2.0d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Ready to Bill
0.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/25/26 CDempsey- Tech cannot close wo as he is waiting on L2 for deployment. He called L2 and left a voicemail and included his # at 11:02am. It is now 5:01pm.

2/18 KKelch- FSE ran out of time to complete, rescheduled to next available.

🔧 Work Performed
replaced pc and function tested. no issues, verified unit is online and results were successfully emailed
🔍 Technician Findings
no sync
⚠️ Problem Description
Tech will be sent a PC for replacement. Tech must replace PC kit but do not transfer graphics card from old to new PC. Regardless if PC is installed or not you must contact Level 2 support while onsite to verify errors as well as update portal and ServiceMax for used or unused PC parts Tech will be sent Key to Kiosk Follow-Up Notes follow up for new pc Use this password to access the kiosk:  miker0me0g0lfech0 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 12, 4:24 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Leona Coonrod
From: Entered
To: L2 Screening
Duration in Previous: 0m
📦
▶
2 Parts Requested Feb 12, 5:27 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 2m
📅
Status: Ready for Scheduling by Jacob Jones Feb 13, 2:40 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 21h 12m
👷
▶
3 Technician Assigned Feb 13, 3:04 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 24m, 0m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-18T22:30:00.000+0000
🔩
3x Parts Added Feb 13, 3:12 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 18, 4:37 PM
Scheduled For: 2026-02-20T22:30:00.000+0000
⏳ 2.9 business days
📅
▶
2 Dispatch Scheduled Feb 20, 9:15 AM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-25T00:00:00.000+0000, 2026-02-24T20:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 24, 9:07 AM
Scheduled For: 2026-02-27T19:30:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 24, 9:26 AM
Scheduled For: 2026-02-27T20:30:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Feb 27, 9:35 AM
Scheduled For: 2026-03-06T20:30:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Mar 6, 8:27 AM
Scheduled For: 2026-03-09T19:30:00.000+0000, 2026-03-09T23:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Mar 9, 2:36 PM
Scheduled For: 2026-03-10T20:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Mar 10, 1:28 PM
Scheduled For: 2026-03-14T19:30:00.000+0000, 2026-03-17T19:30:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Mar 10, 2:37 PM
Scheduled For: 2026-03-18T17:30:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Mar 11, 10:18 AM
Scheduled For: 2026-03-19T19:30:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Mar 16, 12:30 PM
Scheduled For: 2026-03-27T19:30:00.000+0000
⚠️ 7.0 business days
📅
Dispatch Scheduled by Kaitlyn Kelch Mar 24, 11:49 AM
Scheduled For: 2026-03-25T19:00:00.000+0000, 2026-03-25T16:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Mar 24, 3:23 PM
Scheduled For: 2026-03-25T12:30:00.000+0000
🔧
Status: Tech On Site by Thomas Langenberg Mar 25, 10:21 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 39d 18h
⏱️
3x Labor Added Mar 25, 11:37 AM
Type: Labor, Travel
Status: Open
Qty: 1.1833333333333, 1.4833333333333, 38
✔️
Status: Completed by Thomas Langenberg Mar 25, 11:58 AM
From: Tech On Site
To: Completed
Duration in Previous: 1h 36m
🏁
Status: Closed by Thomas Langenberg Mar 26, 11:12 AM
From: Completed
To: Closed
Duration in Previous: 23h 14m
⏳ 3.0 business days
📦
Parts Requested Mar 30, 3:25 PM
Order: 00093668
Status: Closed
⏳ 3.0 business days
📄
Status: Ready to Bill by Hannah Shaw Apr 1, 9:46 AM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 22h
📨
▶
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: 3m

Bottlenecks

Scheduled
Duration: 27.5 business days (threshold: 2.0 business days)
Exceeded by 25.5 business days
Completed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📦
Parts Order 00090300
Closed
📦
Parts Order 00093668
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Thomas J Langenberg Jr
Scheduled
Mar 25, 8:30 AM
Created
Feb 12, 4:24 PM
Invoice #
SM-258050

Work Details (6)

Name Type Status Qty Amount Date
WL-03105372 Parts Open 1 $0.00 Feb 13, 3:12 PM
WL-03105373 Parts Open 1 $0.00 Feb 13, 3:12 PM
WL-03105374 Expenses Open 1 $0.00 Feb 13, 3:12 PM
WL-03158514 Labor Open 1.1833333333333 $0.00 Mar 25, 11:37 AM
WL-03158515 Labor Open 1.4833333333333 $0.00 Mar 25, 11:37 AM
WL-03158516 Travel Open 38 $0.00 Mar 25, 11:37 AM

Details