📍 Martin's Pharmacy 6424 — 2035 East Market Street, Harrisonburg VA, 22801
Dec 30, 2024 → Oct 16, 2025
✅ Completed
PSM
SLA Clock
Last business day of December 2024 · Target: Dec 31, 2024
✗ SLA Missed (75 biz days late)
Active: 77 biz days
Paused: 123 biz days
🕐 Clock stopped: Completed (Oct 16, 2025)
63d
▶ Clock Running
Status: Created
Dec 30 → Apr 1, 2025
63 business days (counted)
Running total: 63 of ? biz days used
⏸123d
⏸ Clock Paused
Status: Ready for Release
Apr 1 → Sep 25, 2025
123 business days (not counted)
▶ Clock Running
Status: Assigned
Sep 25 → Oct 1, 2025
4 business days (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 1 → Oct 16, 2025
10 business days (counted)
Running total: 77 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 77 of ? biz days used
Created: Dec 30, 2024Completed: Oct 16, 2025
Show SLA Clock Detail (5 periods)
Period
Status
Clock
Biz Days
Running Total
Dec 30 → Apr 1
Created
▶ Running
63
63
Apr 1 → Sep 25
Ready for Release
⏸ Paused
123
—
Sep 25 → Oct 1
Assigned
▶ Running
4
67
Oct 1 → Oct 16
Scheduled
▶ Running
10
77
Oct 16 → Oct 16
Tech On Site
▶ Running
0
77
Holding187.2d (excluded)
Coordinators15.1d
Field Work0.9d
Billing0.3d
✗ SLA Missed
Holding(excluded from total)
187.2 days
Coordinators
15.1 days
Over SLA
Field Work
0.9 days
Billing
0.3 days
Created: Dec 30, 2024
Due: Dec 31, 2025
Completed: Oct 16, 2025 (76 days early)
📅
200.3 daysTotal Age
⏱️
124.0d in Ready for ReleaseLongest Stage
🔄
8 transitionsStatus Changes
⚠️
12.7d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
3 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Generating AI analysis...
Completed with significant delays
Invoiced • 429 days old
🚨
Primary Delay124.0 days stuck in "Ready for Release"
⏱️
Total Delay12.7 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
63.3d
Ready for Release
124.0d
Assigned
4.6d / 0.5d SLA
Scheduled
10.6d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
0.3d / 1.0d SLA
💬 Activities, Notes & Communications
🔧Work Performed
10/16/25 PC- PM
Technician Findings upon arrival: Found unit fully functional.
Actions Taken/Work Performed: Completed Higi PM. Unit will need new PC and router/modem. Not able to get unit online. Spoke to L2 and told them my findings.
Final Resolution: Follow up needed.
🔍Technician Findings
10/16/25 PC- PM
Technician Findings upon arrival: Found unit fully functional.
Actions Taken/Work Performed: Completed Higi PM. Unit will need new PC and router/modem. Not able to get unit online. Spoke to L2 and told them my findings.
Final Resolution: Follow up needed.
⚠️Problem Description
Please Perform a PM on this Kiosk and attach all required photos from Checklist Regardless if a PM was completed or not a Checklist and photos are required as well as a signed field service report for every work order If a follow up is needed: Confirm with Tech support, select New issue, enter in the troubleshooting performed and part needed for the follow up in the follow up notes field Trunk stock work order: email dispatch@emsar.com with current work order # and the description of the repair that is required to be performed prior to PM completion (Example LED lights, bamboo seat replacement, Leveler replacement etc. all parts that can be found in your trunk stock ) Link to Work Instructions & Checklist on last page: SZZT (Higi Green) https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Green/WI-ST-310%20Higi%20Green%20Preventative%20Maintenance%20009%20DCR652.pdf
Work Order: WO-01226929
Account: HIGI LLC
Customer Case Number:
Location: Martin's Pharmacy 6424
Address: 2035 East Market Street, Harrisonburg, VA 22801
Manufacturer: Merge SH Holdings, Inc.
Model #: KMY8202F
Serial #: KMY-120630950-1231
Contact Name:
Contact Phone:
Contact Email:
Due Date: 12