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← WO Overview

WO-01351622 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 2022 — 2435 S Hiawassee Rd, Orlando FL, 32835

Feb 13, 2026 → Feb 19, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 20, 2026
✓ SLA Met (1 biz days early)
Active: 3 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 19, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Feb 13 → Feb 13, 2026
0 business days (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
0d
▶ Clock Running
Status: Assigned
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Accepted
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 18, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
1d
▶ Clock Running
Status: Tech On Site
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 3 of 4 biz days used
Created: Feb 13, 2026 Completed: Feb 19, 2026
Business Days Used 3 / 4
0 4d budget
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Feb 13 → Feb 13 Created ▶ Running 0 0 / 4
Feb 13 → Feb 13 L2 Screening ▶ Running 0 0 / 4
Feb 13 → Feb 13 Awaiting Parts ⏸ Paused 0 —
Feb 13 → Feb 13 Ready for Scheduling ▶ Running 0 0 / 4
Feb 13 → Feb 16 Assigned ▶ Running 0 0 / 4
Feb 16 → Feb 16 Accepted ▶ Running 0 0 / 4
Feb 16 → Feb 18 Scheduled ▶ Running 2 2 / 4
Feb 18 → Feb 19 Tech On Site ▶ Running 1 3 / 4
Dispatch 0.0d
Material Management 0.1d
Coordinators 2.6d
Field Work 1.2d
Billing 0.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.1 days
Coordinators
2.6 days
Field Work
1.2 days
Over SLA
Billing
0.0 days
Created: Feb 13, 2026 Due: Feb 18, 2026 Completed: Feb 19, 2026 (on time)
📅
3.8 days Total Age
⏱️
6.9d in Closed Longest Stage
🔄
11 transitions Status Changes
⚠️
6.1d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568280
Closed
spoke with Sarah, it is making a sound, LED working, store has a key Use this password to access the kiosk: 4A@QWTM7 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
Phone
Reason
New Case
Contact
N/A
Owner
Jessica Sells
Created
Feb 13, 2026
Work Orders from this Case (1)
WO-01351622 (current) Invoiced
Repair • Work Market
Created: Feb 13, 2026 • Closed: Feb 19, 2026
Completed with minor delays
Invoiced • 185 days old
🚨
Primary Delay 6.9 days stuck in "Closed"
⏱️
Total Delay 6.1 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
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
0.1d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Assigned
0.4d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
6.9d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/13/26 AJinerson - Tech sup approved sending to WM due to Local tech on GCX project and not to be pulled from it.


2/13/2026jsells

spoke with Sarah, higi is making a sound, LED working, store has a key

🔧 Work Performed
work was according tc instructions and guide provided
🔍 Technician Findings
technician check in with support and check equipment.
⚠️ Problem Description
Spoke with Morocco, confirmed sound is coming from top monitor, checked portal unit is online, however the attract screen is repeatedly crashing. confirmed key on site. Tech will be shipped replacement advertisement monitor. Tech will replace and restore functionality. Resolution settings 1440×900 / 60HZ top 800×600 / 60HZ bottom Use this password to access the kiosk: 4A@QWTM7 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 a Wifi Installed and Storm Key pad

Timeline

📞
Case Linked Feb 13, 12:21 PM
Case Number: 00568280
Subject:
Status: Closed
📋
▶
2 Work Order Created Feb 13, 12:45 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 2m
📦
▶
2 Parts Requested Feb 13, 1:07 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 18m
📅
Status: Ready for Scheduling by Robert Cox Feb 13, 1:51 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 44m
👷
▶
2 Technician Assigned Feb 13, 4:01 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 9m
⏳ 1.0 business days
📋
▶
2 Status: Accepted Feb 16, 11:39 AM
Status: Accepted → Dispatch Scheduled
📅
Dispatch Scheduled by Jessica Foley
Scheduled For: 2026-02-18T13:00:00.000+0000
📦
▶
2 Parts Requested Feb 16, 1:07 PM
Parts Requested → 3x Parts Added
🔩
3x Parts Added
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Workmarket Integration Feb 18, 5:19 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 5h
✔️
▶
3 Status: Completed Feb 19, 11:53 AM
Status: Completed → Expenses Added → Status: Closed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Jessica Foley
From: Completed
To: Closed
Duration in Previous: 2m
⚠️ 7.0 business days
⏱️
▶
2 Labor Added Feb 27, 8:30 AM
Labor Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 7d 20h
📨
▶
3 Status: Invoice Pending Feb 27, 8:51 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255162
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Closed
Duration: 6.9 business days (threshold: 1.0 business days)
Exceeded by 5.9 business days

🔗 Related Artifacts

📞
Case 00568280
Closed
📦
Parts Order 00090358
Closed
📦
Parts Order 00090437
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Work Market
Scheduled
Feb 18, 8:00 AM
Created
Feb 13, 12:45 PM
Invoice #
SM-255162

Work Details (5)

Name Type Status Qty Amount Date
WL-03107197 Parts Open 1 $0.00 Feb 16, 1:07 PM
WL-03107198 Parts Open 1 $0.00 Feb 16, 1:07 PM
WL-03107199 Expenses Open 1 $0.00 Feb 16, 1:07 PM
WL-03111985 Expenses Open 1 $0.00 Feb 19, 11:54 AM
WL-03122664 Labor Open - $0.00 Feb 27, 8:30 AM

Details