📍 ISP Troop 5 HQ — 800 S Old Airport Rd., Pontiac IL, 61764
Jan 23, 2026 → Feb 23, 2026
✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (14 biz days late)
Active: 20 biz days
🕐 Clock stopped: Tech Off Site (Feb 23, 2026)
8d
▶ Clock Running
Status: Created
Jan 23 → Feb 4, 2026
8 business days (counted)
Running total: 8 of ? biz days used
4d
▶ Clock Running
Status: Ready for Scheduling
Feb 4 → Feb 10, 2026
4 business days (counted)
Running total: 12 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Feb 10 → Feb 18, 2026
5 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Entered
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 17 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 18 → Feb 23, 2026
3 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 23, 2026
0 business days (counted)
Running total: 20 of ? biz days used
Created: Jan 23, 2026Tech Off Site: Feb 23, 2026
Show SLA Clock Detail (7 periods)
Period
Status
Clock
Biz Days
Running Total
Jan 23 → Feb 4
Created
▶ Running
8
8
Feb 4 → Feb 10
Ready for Scheduling
▶ Running
4
12
Feb 10 → Feb 18
Assigned
▶ Running
5
17
Feb 18 → Feb 18
Entered
▶ Running
0
17
Feb 18 → Feb 18
Assigned
▶ Running
0
17
Feb 18 → Feb 23
Scheduled
▶ Running
3
20
Feb 23 → Feb 23
Tech On Site
▶ Running
0
20
Holding8.5d (excluded)
Coordinators13.5d
Field Work1.5d
Billing0.3d
✗ SLA Missed
Holding(excluded from total)
8.5 days
Coordinators
13.5 days
Over SLA
Field Work
1.5 days
Billing
0.3 days
Created: Jan 23, 2026
Due: Dec 31, 2026
Completed: Feb 24, 2026 (310 days early)
📅
21.0 daysTotal Age
⏱️
8.5d in Ready for ReleaseLongest Stage
🔄
9 transitionsStatus Changes
⚠️
14.5d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
3 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Generating AI analysis...
Completed with significant delays
Invoiced • 40 days old
🚨
Primary Delay8.5 days stuck in "Ready for Release"
⏱️
Total Delay14.5 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
Ready for Release
8.5d
Ready for Scheduling
4.1d / 1.0d SLA
Assigned
5.9d / 0.5d SLA
Scheduled
3.6d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
1.4d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
5.5d / 1.0d SLA
Ready to Bill
0.3d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
02/19/2026 LHill-chatter to tech-@[Jonathan Kuehl] Can this be rescheduled? I have a repair in Blue Island that came in for Monday. I see you have been in contact with this customer directly. Do you want to reschedule with them or would you like for me to give them a call.
2/18/2026 Sramen - reset the WO and reassigned to JKuehl and sent chatter.
2-11-26 JK Left message for Tony to schedule visit.
2/10/2026 Sramen - received email from CBakkemo that Higi needs this scheduled asap. Chatter sent to Self scheduling FSE.
02/04/2026 Missed this unit this year. Please prioritize. New contact Tony Slaughter is waiting for a call.
🔧Work Performed
Performed PM on unit per service bulletin successfully.
🔍Technician Findings
Unit working properly upon arrival.
⚠️Problem Description
Please Perform a PM on this Kiosk and attach all required photos from the PM Checklist Note this is a Non-retail account and requires a call to schedule. Please navigate to the location page for contact details Regardless if a PM was completed or not a Checklist and photos are required as well as a signed field service report for every work order If a follow up is needed: Confirm with Tech support, select New issue, enter in the troubleshooting performed and part needed for the follow up in the follow up notes field Trunk stock work order: email dispatch@emsar.com with current work order # and the description of the repair that is required to be performed prior to PM completion (Example LED lights, bamboo seat replacement, Leveler replacement etc. all parts that can be found in your trunk stock ) Link to Work Instructions & Checklist on last page: SZZT (Higi Green) https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Green/WI-ST-310%20Higi%20Green%20Preventative%20Maintenance%20009%20DCR652.pdf
📄Description
Higi Green Kiosk Hard wired Installed and Storm Key pad
Feb 10, 2026 3:27pm
@Jonathan Kuehl this pm was missed last year and Higi has asked that we prioritize this. It is a non-retail location and needs a confirmed scheduled date/time with the customer. Please log your call/email on the WO. The due date is listed as 12/2026 but Higi has asked that we schedule for this month. Please let me know if you need assistance getting this scheduled. Thank you! CC:@Lawrence Yoder @Rhea Berry
Feb 11, 2026 12:03pm
@Stephanie Ramen @Jonathan Kuehl good morning, this unit came up on the Higi management call this morning. Sgt Slaughter is waiting for a call from EMSAR to schedule. Please reach out to him at your earliest convenience
Feb 18, 2026 11:09am
@Jonathan Kuehl @Stephanie Ramen This came up on the Higi call again today, they are not happy. There has only been one attempt to contact since 2/4. This is urgent. Please utilize both email and phone to reach Sgt Slaughter.
From: Slaughter, Anthony <Anthony.Slaughter@illinois.gov>
Sent: Wednesday, February 18, 2026 9:38 AM
To: Chris Bakkemo <chris.bakkemo@emsar.com>
Subject: RE: Contact on behalf of Higi
I messaged him on his phone. He is welcome to come anytime. Our building has people here 24hrs a day. All I need to know is the date and time he chooses. Thanks.
M/Sgt. Tony Slaughter #5760
Illinois State Police
Troop 5 Special Projects
P: (309) 265-7463
Feb 24, 2026 5:53pm
@Jonathan Kuehl Thanks so much for knocking this one out. It will be a relief to not have this on the hot list in the meeting tomorrow.