Created: Dec 2, 2025
Due: Dec 8, 2025
Completed: Dec 6, 2025 (2 days early)
📅
3.5 daysTotal Age
⏱️
2.3d in ScheduledLongest Stage
🔄
8 transitionsStatus Changes
⚠️
0.3d overTotal Delay
📦
2 orders, 0 quotesParts & Quotes
📝
8 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Completed with minor delays
Invoiced • 163 days old
🚨
Primary Delay2.3 days stuck in "Scheduled"
⏱️
Total Delay0.3 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
0.1d / 1.0d SLA
Awaiting Parts
1.4d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Scheduled
2.3d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
💬 Activities, Notes & Communications
🔧Work Performed
Tech replaced the power supply and PC. The bottom screen is still not turning on. Tech confirmed power coming from the power supply and verified it is outputting 12 volts to the bottom screen. Tech called Level 2 support and was advised that the bottom screen needs to be replaced.
🔍Technician Findings
Tech checked in with the store manager and found the unit not working
⚠️Problem Description
Tech will be shipped replacement PC, main 12Volt DC power supply, main power cord, and power strip for this repair. Tech must have multimeter on site for repair.
Replace applicable parts.
Tech will contact Level 2 before starting to receive direction on steps to perform and parts to test/replace.
Use this password to access the kiosk: K3%FTXK6
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.**