📍 Caterpillar Inc — 27th & E Pershing, BLDG D, Decatur IL, 62527
Aug 22, 2025 → Sep 18, 2025
✅ Completed
P4
SLA Clock
4 business days from creation · Target: Aug 28, 2025
✗ SLA Missed (13 biz days late)
Active: 17 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Sep 18, 2025)
SLA Target
▶ Clock Running
Status: Created
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
7d
▶ Clock Running
Status: Entered
Aug 22 → Sep 3, 2025
7 business days (counted)
Running total: 7 of 4 biz days used
5d
▶ Clock Running
Status: On Hold
Sep 3 → Sep 10, 2025
5 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 12 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Sep 10 → Sep 11, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 12 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 12 of 4 biz days used
4d
▶ Clock Running
Status: Scheduled
Sep 11 → Sep 17, 2025
4 business days (counted)
Running total: 16 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Sep 17 → Sep 18, 2025
1 business day (counted)
Running total: 17 of 4 biz days used
Created: Aug 22, 2025Completed: Sep 18, 2025
Business Days Used17 / 4
04d budget+13d over
Show SLA Clock Detail (10 periods)
Period
Status
Clock
Biz Days
Running Total
Aug 22 → Aug 22
Created
▶ Running
0
0 / 4
Aug 22 → Aug 22
L2 Screening
▶ Running
0
0 / 4
Aug 22 → Sep 3
Entered
▶ Running
7
7 / 4
Sep 3 → Sep 10
On Hold
▶ Running
5
12 / 4
Sep 10 → Sep 10
L2 Screening
▶ Running
0
12 / 4
Sep 10 → Sep 11
Awaiting Parts
⏸ Paused
1
—
Sep 11 → Sep 11
Ready for Scheduling
▶ Running
0
12 / 4
Sep 11 → Sep 11
Assigned
▶ Running
0
12 / 4
Sep 11 → Sep 17
Scheduled
▶ Running
4
16 / 4
Sep 17 → Sep 18
Tech On Site
▶ Running
1
17 / 4
Dispatch7.7d
Material Management1.5d
Holding6.0d (excluded)
Coordinators5.1d
Field Work1.7d
Billing0.0d
✗ SLA Missed
Dispatch
7.7 days
Over SLA
Material Management
1.5 days
Holding(excluded from total)
6.0 days
Coordinators
5.1 days
Over SLA
Field Work
1.7 days
Billing
0.0 days
Created: Aug 22, 2025
Due: Sep 17, 2025
Completed: Sep 18, 2025 (on time)
📅
18.6 daysTotal Age
⏱️
7.6d in EnteredLongest Stage
🔄
13 transitionsStatus Changes
⚠️
10.1d overTotal Delay
📦
1 orders, 0 quotesParts & Quotes
📝
4 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Generating AI analysis...
Completed with significant delays
Invoiced • 194 days old
🚨
Primary Delay7.6 days stuck in "Entered"
⏱️
Total Delay10.1 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
7.6d / 0.5d SLA
L2 Screening
0.2d / 1.0d SLA
On Hold
6.0d
Awaiting Parts
1.5d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
Missing Cust Print Name on FSR form
9/11 KKelch called Angie to schedule for 9/17 at 1:30 pm. Customer confirmed.
09/10/2025 ABelyea - part needed has been delivered to Wilmington
9/3 SBerry: Placed on hold pending response from TMS regarding availability of part needed for repair
🔧Work Performed
Replaced the seat and performed functional test unit is working properly
🔍Technician Findings
Found that seat is damaged and needs to be replaced
⚠️Problem Description
**IMPORTANT** This is a Non Retail location and a scheduled appointment must be made in advance to ensure the machine will be made available prior to tech arrival on site. If a work market technician has to be used SDL must obtain approval from Higi prior to scheduling work. If the technician is unable to make contact on the first attempt, email EMSAR at higisupport@emsar.com so HIGI can be notified to provide us with an alternate contact name and number. Any calls made MUST be logged on the work order under Activity History with who you spoke to and date/time of call.
There is a mandatory 4 business days 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.
**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
90550,BP MONITOR,AD DISP,NO LIGHT
📋
Outbound to +12174755558
Completed Sep 11, 2025
9/11 KKelch called Angie to schedule for 9/17 at 1:30 pm. Customer confirmed.
📋
Outbound to +12174754080
Completed Sep 11, 2025
Aug 22, 2025 4:23pm
@Alan Page @Emmanuel Morales
Alan, this is a follow up WO to WO-01256235, per Emmanuel: Product 90550-15 does not have wooden seat like the notes states. Please verify issue / problem with kiosk.
Can you please get with L2 regarding this follow up.
Work Order: WO-01299196
Account: TEXAS MEDICAL SCREENING
Customer Case Number:
Location: Caterpillar Inc
Address: 27th & E Pershing, BLDG D, Decatur, IL 62527
Manufacturer: Merge SH Holdings, Inc.
Model #: 90550-15
Serial #: 550-018152
Contact Name:
Contact Phone:
Contact Email:
Due Date: 9/17/