Last business day of January 2025 · Target: Jan 31, 2025
✗ SLA Missed (244 biz days late)
Active: 265 biz days
Paused: 17 biz days
🕐 Clock stopped: Tech Off Site (Feb 20, 2026)
236d
▶ Clock Running
Status: Created
Jan 2 → Dec 12, 2025
236 business days (counted)
Running total: 236 of ? biz days used
⏸ Clock Paused
Status: Ready for Release
Dec 12 → Jan 8, 2026
17 business days (not counted)
▶ Clock Running
Status: Assigned
Jan 8 → Jan 15, 2026
5 business days (counted)
Running total: 241 of ? biz days used
24d
▶ Clock Running
Status: Scheduled
Jan 15 → Feb 20, 2026
24 business days (counted)
Running total: 265 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 265 of ? biz days used
Created: Jan 2, 2025Tech Off Site: Feb 20, 2026
Show SLA Clock Detail (5 periods)
Period
Status
Clock
Biz Days
Running Total
Jan 2 → Dec 12
Created
▶ Running
236
236
Dec 12 → Jan 8
Ready for Release
⏸ Paused
17
—
Jan 8 → Jan 15
Assigned
▶ Running
5
241
Jan 15 → Feb 20
Scheduled
▶ Running
24
265
Feb 20 → Feb 20
Tech On Site
▶ Running
0
265
Holding254.2d (excluded)
Coordinators30.1d
Field Work0.8d
Billing4.0d
✗ SLA Missed
Holding(excluded from total)
254.2 days
Coordinators
30.1 days
Over SLA
Field Work
0.8 days
Billing
4.0 days
Over SLA
Created: Jan 2, 2025
Due: Dec 31, 2026
Completed: Feb 20, 2026 (314 days early)
📅
282.5 daysTotal Age
⏱️
236.5d in On HoldLongest Stage
🔄
9 transitionsStatus Changes
⚠️
33.5d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
3 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Completed with significant delays
Invoiced • 588 days old
🚨
Primary Delay236.5 days stuck in "On Hold"
⏱️
Total Delay33.5 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
236.5d
Ready for Release
17.7d
Assigned
5.3d / 0.5d SLA
Scheduled
24.7d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Tech Off Site
0.7d / 2.0d SLA
Closed
3.9d / 1.0d SLA
Ready to Bill
4.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔧Work Performed
2/20 Jason - PM Incomplete - Arrived on site and attempted to locate the machine. The pharmacy stated they have not had the unit for a couple of years. Spoke to Duana Baggett, Ops Manager, who confirmed they were advised to discard the unit as no one services these unit. Unit is no longer on site.
🔍Technician Findings
Unable to locate the machine
⚠️Problem Description
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-01234846
Account: CVS
Customer Case Number:
Location: CVS - CVS-05614
Address: 627 West 21St Avenue, Covington, LA 70433
Manufacturer: Merge SH Holdings, Inc.
Model #: 90550-01
Serial #: 550-008418
Contact Name:
Contact Phone:
Contact Email:
Due Date: 12/31/2026
Sched