4 business days from creation · Target: Dec 22, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Dec 24, 2025)
SLA Target
1d
▶ Clock Running
Status: Created
Dec 16 → Dec 17, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Dec 17 → Dec 18, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Dec 18 → Dec 23, 2025
3 business days (counted)
Running total: 4 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 23 → Dec 24, 2025
1 business day (counted)
Running total: 5 of 4 biz days used
Created: Dec 16, 2025Completed: Dec 24, 2025
Business Days Used5 / 4
04d budget+1d over
Show SLA Clock Detail (7 periods)
Period
Status
Clock
Biz Days
Running Total
Dec 16 → Dec 17
Created
▶ Running
1
1 / 4
Dec 17 → Dec 17
L2 Screening
▶ Running
0
1 / 4
Dec 17 → Dec 18
Awaiting Parts
⏸ Paused
1
—
Dec 18 → Dec 18
Ready for Scheduling
▶ Running
0
1 / 4
Dec 18 → Dec 18
Assigned
▶ Running
0
1 / 4
Dec 18 → Dec 23
Scheduled
▶ Running
3
4 / 4
Dec 23 → Dec 24
Tech On Site
▶ Running
1
5 / 4
Dispatch1.7d
Material Management1.9d
Coordinators3.7d
Field Work0.7d
Billing0.0d
✗ SLA Missed
Dispatch
1.7 days
Over SLA
Material Management
1.9 days
Coordinators
3.7 days
Over SLA
Field Work
0.7 days
Billing
0.0 days
Created: Dec 16, 2025
Due: Dec 22, 2025
Completed: Dec 24, 2025 (1 days late)
📅
6.2 daysTotal Age
⏱️
3.4d in ScheduledLongest Stage
🔄
9 transitionsStatus Changes
⚠️
2.5d 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 • 78 days old
🚨
Primary Delay3.4 days stuck in "Scheduled"
⏱️
Total Delay2.5 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
1.6d / 0.5d SLA
L2 Screening
0.1d / 1.0d SLA
Awaiting Parts
1.9d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Scheduled
3.4d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
12/18/25 RBerry- Per MBateman in teams call, scheduled for Max Tucker for 12/23/25. He is aware of SLA miss.
12/18/25 RBerry- Sent teams message to MBateman stating: Matthew Bateman WO-01326795- Higi repair due 12/22/25 in Elizabethtown, PA, WO-01326799- Higi repair due 12/22/25 in Flourtown, PA, and WO-01326846- Higi repair due 12/22/25 in Dover Township, NJ. Do you want to see if Pete can take any of these on Monday (I'm sure he can't take all) and then send what they can't take to WM? Phil isn't available until after the due dates and Galasso is on PTO.
🔧Work Performed
upon arrival the PC was not functional. no power running to the PC. I replaced the old PC with the new one and swapped out the hard drive with the old one due to boot up issues. I contacted L2 to confirm the issues. I confirmed the issue is old touchscreen is not compatible with new PC a new touchscreen required
🔍Technician Findings
upon arrival the PC was not functional. no power running to the PC.
⚠️Problem Description
Tech will be sent a PC for replacement.
Tech must replace PC kit but do not transfer graphics card from old to new PC. Regardless if PC is installed or not you must contact Level 2 support while onsite to verify errors as well as update portal and ServiceMax for used or unused PC parts
Tech will be sent Key to Kiosk
Please order key and give to pharmacy after service is complete***
Use this password to access the kiosk: 37@6X@QM
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 Dec 23, 2025
Need a follow up for a new touchscreen, and Tower LED's
📋
Outbound to +12158364300
Completed Dec 17, 2025
Per Turquoise, both screens are blank after reboot. They don't have a key.
📋
Outbound to +12158364300
Completed Dec 17, 2025
Per Egla, both screens are blank. She will reboot.
📋
Outbound to +12158364300
Completed Dec 16, 2025
Left on hold over 5 min
📋
Outbound to +12158364300
Completed Dec 16, 2025
Per Turquoise, She doesn't have time to look at the kiosk right now but will in an hour and will reboot.