4 business days from creation · Target: Feb 12, 2026
✗ SLA Missed
Active: 3 biz days
Paused: 1 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Feb 12, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: L2 Screening
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 6 → Feb 9, 2026
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 9 → Feb 12, 2026
3 business days (counted)
Running total: 3 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 3 of 4 biz days used
Created: Feb 6, 2026Tech Off Site: Feb 12, 2026
Business Days Used3 / 4
04d budget
Show SLA Clock Detail (7 periods)
Period
Status
Clock
Biz Days
Running Total
Feb 6 → Feb 6
Created
▶ Running
0
0 / 4
Feb 6 → Feb 6
L2 Screening
▶ Running
0
0 / 4
Feb 6 → Feb 9
Awaiting Parts
⏸ Paused
1
—
Feb 9 → Feb 9
Ready for Scheduling
▶ Running
0
0 / 4
Feb 9 → Feb 9
Assigned
▶ Running
0
0 / 4
Feb 9 → Feb 12
Scheduled
▶ Running
3
3 / 4
Feb 12 → Feb 12
Tech On Site
▶ Running
0
3 / 4
Dispatch0.0d
Material Management1.3d
Coordinators4.1d
Field Work0.6d
Billing1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.3 days
Coordinators
4.1 days
Over SLA
Field Work
0.6 days
Billing
1.0 days
Created: Feb 6, 2026
Due: Feb 12, 2026
Completed: Feb 13, 2026 (on time)
📅
4.6 daysTotal Age
⏱️
3.8d in ScheduledLongest Stage
🔄
10 transitionsStatus Changes
⚠️
3.5d overTotal Delay
📦
2 orders, 0 quotesParts & Quotes
📝
7 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
Powered by OpenAI
Generating AI analysis...
Completed with minor delays
Invoiced • 26 days old
🚨
Primary Delay3.8 days stuck in "Scheduled"
⏱️
Total Delay3.5 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
0.0d / 1.0d SLA
Awaiting Parts
1.3d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
3.8d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Tech Off Site
0.5d / 2.0d SLA
Closed
2.7d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
💬 Activities, Notes & Communications
🔧Work Performed
2/12 Jason - Repair/PM Complete - Located the machine. Found that it was plugged back in, despite me leaving it unplugged on my previous visit. Replaced the L-shaped assembly. The AC power source kit was not used as it was already the upgraded one and was still in good shape. Once replaced, performed PM on the device by cleaning it and testing the pressure system with a manometer. All tests passed. Performed post service tests. All tests passed. Placed unit back into service.
🔍Technician Findings
Machine was plugged back in, despite me leaving it unplugged on my previous visit.
⚠️Problem Description
Machine failed at 3 of the 6 test points and the overpressure test failed as well. A replacement L-shaped assembly is required to resolve the issues. PM Incomplete
"Part will be shipped next day air.
Tech will be shipped replacement L assembly, and power cord kit to replace on unit.
There is a mandatory 4 business days 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.
**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.**
Please Perform PM: PM Checklist can be found as a link in the work order under WO actions
If Kiosk is not on the Sales floor request to speak to a manager to find out if kiosk is being stored in the back room or if it was disposed. Offer to help bring the kiosk to the salesfloor or advise that EMSAR can replace a disposed kiosk. If store does not want to bring the kiosk out of storage or if kiosk was disposed, close out work order with Repair code '37 Store intervention required' and document who you spoke with and outcome of conversation. Labor line shall be a trip charge.
***Important: Please make sure to document if kiosk is disposed or in storage***
If kiosk fails a PM, checklist is still required to be completed. Please use Code 35 - Follow up needed and detail in the Tech Findings, Work Performed and Final condition the result and cause for a follow up. Close out the work order. Dispatch will create a follow up repair work order to send parts.
Work Order: WO-01350413
Account: CVS
Customer Case Number:
Location: CVS - CVS-01116
Address: 7777 Bluebonnet Boulevard, Baton Rouge, LA 70810
Manufacturer: Merge SH Holdings, Inc.
Model #: 90550-15
Serial #: 550-014815
Contact Name:
Contact Phone:
Contact Email:
Due Date: 2/12/2026
Scheduled D