4 business days from creation · Target: Dec 31, 2025
✗ SLA Missed
Active: 3 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 1, 2026)
SLA Target
▶ Clock Running
Status: Created
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Dec 24 → Dec 24, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Dec 24 → Dec 26, 2025
1 business day (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Dec 26 → Dec 29, 2025
1 business day (counted)
Running total: 1 of 4 biz days used
▶ Clock Running
Status: Assigned
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 1 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Dec 29 → Jan 1, 2026
2 business days (counted)
Running total: 3 of 4 biz days used
Created: Dec 24, 2025Completed: Jan 1, 2026
Business Days Used3 / 4
04d budget
Show SLA Clock Detail (6 periods)
Period
Status
Clock
Biz Days
Running Total
Dec 24 → Dec 24
Created
▶ Running
0
0 / 4
Dec 24 → Dec 24
L2 Screening
▶ Running
0
0 / 4
Dec 24 → Dec 26
Awaiting Parts
⏸ Paused
1
—
Dec 26 → Dec 29
Ready for Scheduling
▶ Running
1
1 / 4
Dec 29 → Dec 29
Assigned
▶ Running
0
1 / 4
Dec 29 → Jan 1
Scheduled
▶ Running
2
3 / 4
Dispatch0.2d
Material Management1.4d
Coordinators4.6d
Billing0.0d
✗ SLA Missed
Dispatch
0.2 days
Material Management
1.4 days
Coordinators
4.6 days
Over SLA
Billing
0.0 days
Created: Dec 24, 2025
Due: Dec 31, 2025
Completed: Jan 1, 2026 (on time)
📅
4.6 daysTotal Age
⏱️
3.0d in ScheduledLongest Stage
🔄
9 transitionsStatus Changes
⚠️
1.6d overTotal Delay
📦
2 orders, 0 quotesParts & Quotes
📝
8 linesWork Details
🏠
1 visitOn-Site Trips
📋
CoordinatorScheduling
AI Analysis
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Completed with minor delays
Invoiced • 70 days old
🚨
Primary Delay3.0 days stuck in "Scheduled"
⏱️
Total Delay1.6 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
0.2d / 1.0d SLA
Awaiting Parts
1.4d / 3.0d SLA
Ready for Scheduling
1.6d / 1.0d SLA
Scheduled
3.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔧Work Performed
Removed and replaced PC
The unit takes a long time to boot up and when it does, it is not connected.
Try to restore connectivity but was unable to.
Troubleshooting was performed with L2 and Andrew from Higi support but the connectivity issue was not resolved, still offline.
The unit was restarted again this time it does not boot up and both monitors have black screen
Andrew from Higi support suggested to replace systech with a cradle point modem with a verizon sim.
The key was left at the pharmacy
🔍Technician Findings
Takes too long to boot up
Unit is offline
Black screen on both monitors after restart
⚠️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 shipped Key to Kiosk
Use this password to access the kiosk: miker0me0g0lfech0
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.**