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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351911 ↗ ServiceMax

HIGI LLC • Repair • P4

📍 Publix 1229 — 1220 East Palm Drive, Homestead FL, 33035

Feb 16, 2026 → Feb 20, 2026

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Feb 20, 2026
✗ SLA Missed
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Feb 20, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
1d
▶ Clock Running
Status: Entered
Feb 16 → Feb 17, 2026
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 17 → Feb 20, 2026
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Feb 16, 2026 Completed: Feb 20, 2026
Business Days Used 4 / 4
0 4d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 16 → Feb 16 Created ▶ Running 0 0 / 4
Feb 16 → Feb 16 L2 Screening ▶ Running 0 0 / 4
Feb 16 → Feb 17 Entered ▶ Running 1 1 / 4
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 1 / 4
Feb 17 → Feb 20 Scheduled ▶ Running 3 4 / 4
Feb 20 → Feb 20 Tech On Site ▶ Running 0 4 / 4
Dispatch 1.0d
Coordinators 4.2d
Field Work 0.7d
Billing 0.2d
✗ SLA Missed
Dispatch
1.0 days
Over SLA
Coordinators
4.2 days
Over SLA
Field Work
0.7 days
Billing
0.2 days
Created: Feb 16, 2026 Due: Feb 20, 2026 Completed: Feb 21, 2026 (on time)
📅
4.0 days Total Age
⏱️
6.0d in Closed Longest Stage
🔄
9 transitions Status Changes
⚠️
7.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568791
Closed
***Location does not have key. Please order key and give to pharmacy after service is complete*** device issue: LEDs are working device was unplugged to be moved and plugged back in now not working bottom screen not working top screen working just fine Use this password to access the kiosk: YT6Q49GM 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
Erin Martin
Created
Feb 16, 2026
Work Orders from this Case (1)
WO-01351911 (current) Invoiced
Repair • Robert Rivera
Created: Feb 16, 2026 • Closed: Feb 20, 2026
Completed with minor delays
Invoiced • 178 days old
🚨
Primary Delay 6.0 days stuck in "Closed"
⏱️
Total Delay 7.4 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.0d / 0.5d SLA
L2 Screening
0.0d / 1.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Scheduled
3.9d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.6d / 1.0d SLA
Closed
6.0d / 1.0d SLA
Ready to Bill
0.2d / 1.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Reseated loose TS connections
🔍 Technician Findings
Running kiosk with blue nonsync screen on touchscreen.
⚠️ Problem Description
***Location does not have key. Please order key and give to pharmacy after service is complete*** device issue: LEDs are working device was unplugged to be moved and plugged back in now not working bottom screen not working top screen working just fine Use this password to access the kiosk: YT6Q49GM 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 16, 1:54 PM
Case Number: 00568791
Subject:
Status: Closed
📋
▶
2 Work Order Created Feb 16, 2:02 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Erin Martin
From: Entered
To: L2 Screening
Duration in Previous: 0m
🆕
Status: Entered by Emmanuel Morales Feb 16, 2:09 PM
From: L2 Screening
To: Entered
Duration in Previous: 7m
📅
Status: Ready for Scheduling by Erin Martin Feb 17, 9:25 AM
From: Entered
To: Ready for Scheduling
Duration in Previous: 19h 15m
👷
▶
3 Technician Assigned Feb 17, 12:07 PM
Technician Assigned → Dispatch Scheduled → Status: Scheduled
📅
Dispatch Scheduled by Ben Saur
Scheduled For: 2026-02-20T14:30:00.000+0000, 2026-02-20T13:00:00.000+0000
🗓️
Status: Scheduled by Ben Saur
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 2h 42m
⏳ 4.0 business days
🔧
Status: Tech On Site by Rob Rivera Feb 20, 1:28 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 1h
✔️
Status: Completed by Rob Rivera Feb 20, 2:31 PM
From: Tech On Site
To: Completed
Duration in Previous: 1h 3m
⏱️
3x Labor Added Feb 20, 7:35 PM
Type: Labor, Travel
Status: Open
Qty: 2, 66, 1
🏁
Status: Closed by Rob Rivera Feb 20, 9:09 PM
From: Completed
To: Closed
Duration in Previous: 6h 38m
⚠️ 5.9 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 2, 4:07 AM
From: Closed
To: Ready to Bill
Duration in Previous: 9d 6h
📨
▶
2 Status: Invoice Pending Mar 2, 5:48 AM
Status: Invoice Pending → Invoice Created
🧾
Invoice Created
Invoice Number: SM-255293

Bottlenecks

Entered
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Closed
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00568791
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Robert Rivera
Scheduled
Feb 20, 9:30 AM
Created
Feb 16, 2:02 PM
Invoice #
SM-255293

Work Details (3)

Name Type Status Qty Amount Date
WL-03114638 Labor Open 2 $0.00 Feb 20, 7:35 PM
WL-03114639 Travel Open 66 $0.00 Feb 20, 7:35 PM
WL-03114640 Labor Open 1 $0.00 Feb 20, 7:35 PM

Details