📍 Wegmans #080 Dick Road — 651 Dick Road, Depew NY, 14043
Jan 16, 2026 → Jan 21, 2026
✅ Completed
P4
SLA Clock
4 business days from creation · Target: Jan 23, 2026
✓ SLA Met (2 biz days early)
Active: 2 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Jan 21, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸ Clock Paused
Status: Awaiting Parts
Jan 16 → Jan 16, 2026
0 business days (not counted)
0d
▶ Clock Running
Status: Ready for Scheduling
Jan 16 → Jan 19, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 19 → Jan 21, 2026
2 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
▶ Clock Running
Status: Scheduled
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 2 of 4 biz days used
Created: Jan 16, 2026Completed: Jan 21, 2026
Business Days Used2 / 4
04d budget
Show SLA Clock Detail (8 periods)
Period
Status
Clock
Biz Days
Running Total
Jan 16 → Jan 16
Created
▶ Running
0
0 / 4
Jan 16 → Jan 16
L2 Screening
▶ Running
0
0 / 4
Jan 16 → Jan 16
Awaiting Parts
⏸ Paused
0
—
Jan 16 → Jan 19
Ready for Scheduling
▶ Running
0
0 / 4
Jan 19 → Jan 19
Assigned
▶ Running
0
0 / 4
Jan 19 → Jan 21
Scheduled
▶ Running
2
2 / 4
Jan 21 → Jan 21
Tech On Site
▶ Running
0
2 / 4
Jan 21 → Jan 21
Scheduled
▶ Running
0
2 / 4
Dispatch0.0d
Material Management0.0d
Coordinators2.5d
Field Work0.8d
Billing0.1d
✓ SLA Met
Dispatch
0.0 days
Material Management
0.0 days
Coordinators
2.5 days
Field Work
0.8 days
Billing
0.1 days
Created: Jan 16, 2026
Due: Jan 22, 2026
Completed: Jan 22, 2026 (on time)
📅
2.6 daysTotal Age
⏱️
2.0d in ScheduledLongest Stage
🔄
11 transitionsStatus Changes
✅
On timeTotal Delay
📦
2 orders, 0 quotesParts & Quotes
📝
9 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Completed on schedule
Invoiced • 47 days old
🚨
Primary Delay2.0 days stuck in "Scheduled"
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.0d / 0.5d SLA
L2 Screening
0.0d / 1.0d SLA
Awaiting Parts
0.0d / 3.0d SLA
Ready for Scheduling
0.5d / 1.0d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
1/21 EForster: Nose assembly supplied did not work correctly. Screen had display issues and could not be used. A duplicate WO (1338489) had been created as but not yet assigned. 2nd nose assembly was sent to tech and was on truck. With L2 blessing installed 2nd nose assembly which worked.
🔧Work Performed
Replaced nose assembly. Kiosk powered up in working condition. Took self BP successfully. Started preventative maintenance. During calibration lower screen turned blue with a solid verticals black Line. Checked connections inside display housing and at pc. Unable to get screen working. Called L2. Left msg explaining what I saw.
Had a 2nd touch screen on truck for a duplicate WO (1338489). Received ok from L2 to install 2nd screen. Installed screen and performed preventative maintenance. Performed self test and received email results.
🔍Technician Findings
Kiosk out of service sign on kiosk.
⚠️Problem Description
Tech will be shipped replacement Touchscreen nose assembly. Tech will replace all parts shipped, adjust resolution in resolution settings, calibrate, and restore functionality. Touchscreen should be set as main display.
Resolution settings
1440×900 / 60HZ top
800×600 / 60HZ bottom
Tech will be sent Key to Kiosk
Final Condition
Kiosk online in service. New touch screen required.
**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
Use this password to access the kiosk: GYNM*GN4
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 Station Hardwired
📞
Call
Completed Jan 21, 2026
Tech replaced touchscreen successfully, Kiosk online and working as expected.
Work Order: WO-01338310
Account: HIGI LLC
Customer Case Number:
Location: Wegmans #080 Dick Road
Address: 651 Dick Road, Depew, NY 14043
Manufacturer:
Model #: ZT2776-HW
Serial #: CSA-2016014538
Contact Name:
Contact Phone:
Contact Email:
Due Date: 1/22/2026
Scheduled Date/Time: 202