📍 Sam's Club #6686 — 300 WEST 1905 SO., Salt Lake City UT, 84115
Oct 15, 2025 → Oct 28, 2025
✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 21, 2025
✗ SLA Missed (4 biz days late)
Active: 8 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 28, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 15 → Oct 16, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 16 → Oct 16, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 16 → Oct 23, 2025
5 business days (counted)
Running total: 5 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 5 of 4 biz days used
2d
▶ Clock Running
Status: Tech Off Site
Oct 23 → Oct 27, 2025
2 business days (counted)
Running total: 7 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 27 → Oct 28, 2025
1 business day (counted)
Running total: 8 of 4 biz days used
Created: Oct 15, 2025Completed: Oct 28, 2025
Business Days Used8 / 4
04d budget+4d over
Show SLA Clock Detail (9 periods)
Period
Status
Clock
Biz Days
Running Total
Oct 15 → Oct 15
Created
▶ Running
0
0 / 4
Oct 15 → Oct 15
L2 Screening
▶ Running
0
0 / 4
Oct 15 → Oct 16
Awaiting Parts
⏸ Paused
1
—
Oct 16 → Oct 16
Ready for Scheduling
▶ Running
0
0 / 4
Oct 16 → Oct 16
Assigned
▶ Running
0
0 / 4
Oct 16 → Oct 23
Scheduled
▶ Running
5
5 / 4
Oct 23 → Oct 23
Tech On Site
▶ Running
0
5 / 4
Oct 23 → Oct 27
Tech Off Site
▶ Running
2
7 / 4
Oct 27 → Oct 28
Ready for Scheduling
▶ Running
1
8 / 4
Dispatch0.1d
Material Management1.6d
Coordinators7.7d
Field Work2.7d
Billing2.5d
✗ SLA Missed
Dispatch
0.1 days
Material Management
1.6 days
Coordinators
7.7 days
Over SLA
Field Work
2.7 days
Over SLA
Billing
2.5 days
Over SLA
Created: Oct 15, 2025
Due: Oct 21, 2025
Completed: Oct 28, 2025 (6 days late)
📅
9.6 daysTotal Age
⏱️
5.7d in ScheduledLongest Stage
🔄
15 transitionsStatus Changes
⚠️
6.4d overTotal Delay
📦
2 orders, 0 quotesParts & Quotes
📝
9 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Completed with minor delays
Invoiced • 140 days old
🚨
Primary Delay5.7 days stuck in "Scheduled"
⏱️
Total Delay6.4 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
1.6d / 3.0d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.7d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Tech Off Site
2.3d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.6d / 1.0d SLA
WO Correction Needed
0.2d
Ready to Bill
2.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
10.28.25 hshaw - missing FSR form with cust signature, complete the FU protocol & fill up the Tech Findings
10-28 Pgreen FSE called L2 as PC did not fix the issue. Phil did not mark the PC as deployed. Checked the box so the WO could be closed out.
10/27/25 RCook- Chattered: @Nicholas Willick I see that Michah went onsite for this repair. This will need to be closed with follow up needed. Once that is completed dispatch will create a new WO for the return visit. Can you please get with the technician to close this WO? Thank you! @Michah Brackett
🔧Work Performed
10-23-25-MBRAC-REPLACED PC AND APPARENTLY THERE NEEDS TO BE OTHER PARTS SENT OUT ACCORDING TO PHIL.
🔍Technician Findings
KIOSK ON BUT TOP SCREEN NOT WORKING
⚠️Problem Description
Tech will be sent a PC for replacement.
Tech will be sent Connectivity device replacement.
Tech will be sent Key to Kiosk
Use this password to access the kiosk: !X2PH%XE
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 4G installed
📞
Call
Completed Oct 28, 2025
Tech did not have documentation for the repair and was unaware of where to retrieve the documentation. I emailed Michah the work instructions as he was unable to give proper description of cables and the terminal ends only the colors of the cable. I sent the WI in hopes the step by step would be easier for him to utilize. Tech reported the top screen would not work and I advised to the tech the follow up would be needed for a new top screen. Tech wanted to continue working on the kiosk even
📞
Call
Completed Oct 23, 2025
Needs a follow up for top monitor. New tech needed as well.
Oct 27, 2025 4:18pm
@Nicholas Willick I see that Michah went onsite for this repair. This will need to be closed with follow up needed. Once that is completed dispatch will create a new WO for the return visit. Can you please get with the technician to close this WO? Thank you! @Michah Brackett
Oct 28, 2025 3:46pm
@Michah Brackett missing FSR form with cust signature, complete the FU protocol (check mark the box and add the FU note) & fill up the Tech Findings note (kiosk condition upon tech arrival)
📅
WO-01309831 - Repair - ZT2776-4G - Salt Lake City - Sam's Club #6686
Oct 23, 2025 5:00pm – 6:30pm
Work Order: WO-01309831
Account: HIGI LLC
Customer Case Number:
Location: Sam's Club #6686
Address: 300 WEST 1905 SO., Salt Lake City, UT 84115
Manufacturer: Higi
Model #: ZT2776-4G
Serial #: CSA-2016014910
Contact Name:
Contact Phone:
Contact Email:
Due Date: 10/21/2025
Scheduled Date/Time: 202