📍 Caterpillar Bldg A — 500 N Morton Bldg A, Morton IL, 61550
Sep 18, 2025 → Oct 8, 2025
✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 24, 2025
✗ SLA Missed (9 biz days late)
Active: 13 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 8, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Sep 18 → Sep 19, 2025
1 business day (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Sep 19 → Sep 23, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Scheduled
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Reschedule
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
11d
▶ Clock Running
Status: Scheduled
Sep 23 → Oct 8, 2025
11 business days (counted)
Running total: 13 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 8 → Oct 8, 2025
0 business days (counted)
Running total: 13 of 4 biz days used
Created: Sep 18, 2025Completed: Oct 8, 2025
Business Days Used13 / 4
04d budget+9d over
Show SLA Clock Detail (9 periods)
Period
Status
Clock
Biz Days
Running Total
Sep 18 → Sep 18
Created
▶ Running
0
0 / 4
Sep 18 → Sep 18
L2 Screening
▶ Running
0
0 / 4
Sep 18 → Sep 19
Awaiting Parts
⏸ Paused
1
—
Sep 19 → Sep 23
Ready for Scheduling
▶ Running
2
2 / 4
Sep 23 → Sep 23
Assigned
▶ Running
0
2 / 4
Sep 23 → Sep 23
Scheduled
▶ Running
0
2 / 4
Sep 23 → Sep 23
Reschedule
▶ Running
0
2 / 4
Sep 23 → Oct 8
Scheduled
▶ Running
11
13 / 4
Oct 8 → Oct 8
Tech On Site
▶ Running
0
13 / 4
Dispatch0.1d
Material Management1.5d
Coordinators15.2d
Field Work0.5d
Billing2.0d
✗ SLA Missed
Dispatch
0.1 days
Material Management
1.5 days
Coordinators
15.2 days
Over SLA
Field Work
0.5 days
Billing
2.0 days
Over SLA
Created: Sep 18, 2025
Due: Sep 24, 2025
Completed: Oct 8, 2025 (13 days late)
📅
14.6 daysTotal Age
⏱️
11.7d in ScheduledLongest Stage
🔄
9 transitionsStatus Changes
⚠️
13.2d overTotal Delay
📦
2 orders, 0 quotesParts & Quotes
📝
5 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Completed with significant delays
Invoiced • 167 days old
🚨
Primary Delay11.7 days stuck in "Scheduled"
⏱️
Total Delay13.2 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
1.5d / 3.0d SLA
Ready for Scheduling
3.0d / 1.0d SLA
Scheduled
12.2d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
MISSING CUST PRINT NAME ON FSR FORM
10/7/2025 CRamen LYoder confirmed Alan dropped off parts to MHuffman last night in todays scheduling meeting.
9/23/2025 CRamen Tiffany called back and said she needs to re-schule because Fridays they are not available. Re-scheduled for Wednesday 10/8/2025 at 10am.
9/23/2025 CRamen scheduled with Tiffany for Friday 9/26/2025 between 1-3pm.
9/23/2025 CRamen Shannon not in today to schedule.
9/23/2025 CRamen per LYoder: assign to allan and schedule for friday. if the parts ship today they dont come until thursday promise date will change to friday
MUST CONTACT SHANNON WOOD TO SCHEDULE, NO WORK MARKET FOR THIS LOCATION
🔧Work Performed
10/8/2025 Mike Huffman. Replaced the L assembly, and power cord kit. Tested stop button, my blood pressure. Obtained customer signature from Shannon on FSR. Went to UPS store and shipped equipment back to Wilmington, OH.
🔍Technician Findings
L assembly needs to be replaced.
⚠️Problem Description
Tech will be shipped replacement L assembly, and power cord kit to replace on unit.
**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, NO AD DISPLAY
📋
Inbound from +13095781598
Completed Sep 23, 2025
9/23/2025 CRamen Tiffany called back and said she needs to re-schule because Fridays they are not available. Re-scheduled for Wednesday 10/8/2025 at 10am.
📋
Outbound to +13095781598
Completed Sep 23, 2025
9/23/2025 CRamen scheduled with Tiffany for Friday 9/26/2025 between 1-3pm.
📋
Outbound to +13092663805
Completed Sep 23, 2025
9/23/2025 CRamen Shannon not in today to schedule.
Oct 9, 2025 11:50am
@MICHAEL HUFFMAN please keep in mind that TMS requires cust print name on the FSR form plus signature.
Work Order: WO-01305228
Account: TEXAS MEDICAL SCREENING
Customer Case Number:
Location: Caterpillar Bldg A
Address: 500 N Morton Bldg A, Morton, IL 61550
Manufacturer: Merge SH Holdings, Inc.
Model #: 90550
Serial #: 550-008925
Contact Name:
Contact Phone:
Contact Email:
Due Date: 9/24/2025
Sc