📍 Giant Pharmacy 778 — 41 West Lee Highway 27, Warrenton VA, 20186
Oct 15, 2025 → Oct 21, 2025
✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 21, 2025
✗ SLA Missed
Active: 4 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 21, 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 15, 2025
0 business days (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Oct 15 → Oct 17, 2025
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Assigned
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 2 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 17 → Oct 21, 2025
2 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 4 of 4 biz days used
Created: Oct 15, 2025Completed: Oct 21, 2025
Business Days Used4 / 4
04d budget
Show SLA Clock Detail (7 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 15
Awaiting Parts
⏸ Paused
0
—
Oct 15 → Oct 17
Ready for Scheduling
▶ Running
2
2 / 4
Oct 17 → Oct 17
Assigned
▶ Running
0
2 / 4
Oct 17 → Oct 21
Scheduled
▶ Running
2
4 / 4
Oct 21 → Oct 21
Tech On Site
▶ Running
0
4 / 4
Dispatch0.1d
Material Management0.0d
Coordinators5.5d
Field Work0.4d
Billing0.1d
✗ SLA Missed
Dispatch
0.1 days
Material Management
0.0 days
Coordinators
5.5 days
Over SLA
Field Work
0.4 days
Billing
0.1 days
Created: Oct 15, 2025
Due: Oct 21, 2025
Completed: Oct 21, 2025 (on time)
📅
4.6 daysTotal Age
⏱️
3.0d in ScheduledLongest Stage
🔄
11 transitionsStatus Changes
⚠️
2.6d overTotal Delay
📦
2 orders, 0 quotesParts & Quotes
📝
11 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Generating AI analysis...
Completed with minor delays
Invoiced • 140 days old
🚨
Primary Delay3.0 days stuck in "Scheduled"
⏱️
Total Delay2.6 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
0.0d / 3.0d SLA
Ready for Scheduling
2.5d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
10/21/2025 LHill-rec'd text from Praelow-
10/21/2025 LHill-rec'd call from Praelow. He can't find parts at the store. I gave him the delivery information and he is getting with SM.
10/17/2025 LHill-called pharmacy-spoke with Autumn/Pharmacist and she was okay with us shipping part directly to the store.
10/17/2025 LHill sent chatter to @[Kirsten Walls] Please make sure this parts order ships to the store. @[John Rolston]
10/17/2025 LHill-TEAMS message from Matt Bateman-
10/16/2025 LHill-sent TEAMS message to Matt Bateman-
🔧Work Performed
10/21/25 PC- Repair
Technician Findings upon arrival: Found unit fully functional with bad BP housing.
Actions Taken/Work Performed: Pharmacist didn't know where package was when I arrived. Had to get store manager to locate package. Was able to find the part. I made a mistake when I order the part on my last trip out. Unit will need BP housing. Spoke to L2 and told them what happen. Will get right part sent out for a new trip to location.
Final Resolution: Follow up needed.
🔍Technician Findings
10/21/25 PC- Repair
Technician Findings upon arrival: Found unit fully functional with bad BP housing.
Actions Taken/Work Performed: Pharmacist didn't know where package was when I arrived. Had to get store manager to locate package. Was able to find the part. I made a mistake when I order the part on my last trip out. Unit will need BP housing. Spoke to L2 and told them what happen. Will get right part sent out for a new trip to location.
Final Resolution: Follow up needed.
⚠️Problem Description
Tech will be shipped replacement BP Kit
Tech will replace ALL PARTS SHIPPED and restore functionality. Reboot PC after replacement.
Tech will take a user BP test and verify the BP is working as expected to verify functionality of the newly installed part
Use this password to access the kiosk: M#AZX6WL
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
Merge KMY Kiosk
📞
Call
Completed Oct 21, 2025
Tech misidentified on the previous work order the parts he wanted. This will need a follow up for a BP CUFF HOPUSING the metal housing that holds the cuff do not send a bp kit only the housing.
📋
Inbound from +19806131694
Completed Oct 21, 2025
10/21/2025 LHill-rec'd call from Praelow. He can't find parts at the store. I gave him the delivery information and he is getting with SM.
📋
Outbound to +15403471078
Completed Oct 17, 2025
10/17/2025 LHill-called pharmacy-spoke with Autumn/Pharmacist and she was okay with us shipping part directly to the store.
Oct 17, 2025 8:40am
@Kirsten Walls Please make sure this parts order ships to the store. @John Rolston
Work Order: WO-01309840
Account: HIGI LLC
Customer Case Number:
Location: Giant Pharmacy 778
Address: 41 West Lee Highway 27, Warrenton, VA 20186
Manufacturer: Merge SH Holdings, Inc.
Model #: KMY8202F
Serial #: KMY-120630950-786
Contact Name:
Contact Phone:
Contact Email:
Due Date: