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WO-01324005 ↗ ServiceMax

TEXAS MEDICAL SCREENING • Removal • P4

📍 STATE STREET — 1776 HERITAGE DRIVE, N QUINCY MA, 02171

Dec 5, 2025 → Present

⛔ Blocked
P4 4 business days from creation
Target: Dec 11, 2025
⚠ 154d overdue
Dispatch 0.2d
Material Management 0.1d
Coordinators 7.9d
⚠ Overdue
Dispatch
0.2 days
Material Management
0.1 days
Coordinators
7.9 days
Over SLA
Created: Dec 5, 2025 Due: Dec 11, 2025 (155 days overdue)
📅
116.0 days Total Age
⏱️
6.0d in Assigned Longest Stage
🔄
5 transitions Status Changes
⚠️
6.4d over Total Delay
📦
2 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548887
TMS Removals - State Street Locations
Closed
Please open Texas Medical Screening removal work orders for the BP kiosks at these locations: POC: Shaun Phelps SPPhelps@StateStreet.com Site Address City State State Street 1776 Heritage Drive N Quincy MA State Street 1 Iron Street Boston MA State Street One Lincoln Street Boston MA
Priority
Standard
Origin
Email
Reason
New Case
Contact
Shaun Phelps
Owner
Sherry Reich
Created
Dec 4, 2025
Work Orders from this Case (2)
WO-01324005 (current) On Hold
Removal
Created: Dec 5, 2025
WO-01324006 Invoiced
Removal • Luis Torres
Created: Dec 5, 2025 • Closed: Dec 16, 2025
At Risk - Monitor Closely
On Hold • 160 days old
🚨
Primary Delay 6.0 days stuck in "Assigned"
⏱️
Total Delay 6.4 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
0.2d / 1.0d SLA
Awaiting Parts
0.1d / 3.0d SLA
Ready for Scheduling
1.9d / 1.0d SLA
Assigned
6.0d / 0.5d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/12 KSmith -- Per Shaun, "I had noted that I don’t believe the kiosks are still at :

 

  1. 1776 Heritage Dr

N. Quincy, MA 02171

  1. One Lincoln St

Boston, MA 02111

 

My question to you was if you had coordinate any pickups in the past, I know you were working with Christi from our team noted in early 2024 you would work with her.

 

We have not been in 3. One Lincoln St for a while and our realty team at 1776 Heritage Dr said they could not see any machine. "

12/11 KSmith -- Per Shaun, We have been working with James Williams at Texas Medical Screening, we have it scheduled for 1 Iron Street Boston.

12/11 KSmith -- Followed up with Shaun to see if there was an update on scheduling this for tomorrow.

12/11/2025 Sramen - parts arrived 12/10.

12/10 KSmith -- Per Shaun, "We will confirm the details about the 1776 Heritage Drive location and will see if Friday will work."

12/10 KSmith -- Sent email to schedule for Friday

12/9 KSmith -- Sent email to schedule for Friday

12/8 KSmith -- Sent email to schedule for 12/12. FSE is booked until then. Shawn is aware SLA will be missed.

⚠️ Problem Description
Tech will be shipped L Assembly Return Kit. Removal of 500-001409 **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. "Please schedule it as soon as possible and provide a date of the removal so we can relay this to the customer. Please remove kiosk and keep entire L-assembly to turn in inventory for future use. The kiosk cabinet can be disposed of. The customer would like this kiosk removed ASAP. Please remove the L assembly from the kiosk to ship back. Please disassemble and dispose of the remaining kiosk parts in the dumpster. Please use the link for tools and instructions. Box & return label will be sent to the technician to return the L assembly back to Wilmington, OH. If the kiosk is not accessible the technician should list it as Store intervention again and close out with a trip charge. For any questions or issues please reach out to EMSAR's Tech support 931-284-4999 and follow the prompts https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Legacy/KGFSWI003_REMOVAL-RETURN%20INSTRUCTIONS%20-%20LC-300-90550%20L-ASSEMBLIES.pd" Please get approval from ASM if more than 50 miles RT travel is required
📄 Description
LC500 with Barcode

Timeline

📞
Case Linked Dec 4, 12:38 PM
Case Number: 00548887
Subject: TMS Removals - State Street Locations
Status: Closed
📋
Work Order Created Dec 5, 9:43 AM
Work Order: WO-01324005
Type: Removal
Priority: P4
🔍
Status: L2 Screening by Sherry Reich Dec 5, 9:58 AM
From: Entered
To: L2 Screening
Duration in Previous: 14m
📦
▶
2 Parts Requested Dec 5, 11:17 AM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Emmanuel Morales
From: L2 Screening
To: Awaiting Parts
Duration in Previous: 1h 19m
📅
Status: Ready for Scheduling by Robert Cox Dec 5, 11:45 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 27m
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 8, 8:14 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 20h
🔩
2x Parts Added Dec 8, 4:28 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⚠️ 5.9 business days
⏸️
Status: On Hold by Kourtney Smith Dec 15, 10:42 AM
From: Assigned
To: On Hold
Duration in Previous: 7d 2h
⏳ 2.0 business days
📦
Parts Requested Dec 16, 3:40 PM
Order: 00086846
Status: Closed

Bottlenecks

Ready for Scheduling
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.2 business hours
Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days

🔗 Related Artifacts

📞
Case 00548887
Closed
📦
Parts Order 00086310
Shipped
📦
Parts Order 00086846
Closed

ℹ️ Work Order Details

Status
On Hold
Priority
P4
Type
Removal
Branch
N/A
Technician
Unassigned
Scheduled
N/A
Created
Dec 5, 9:43 AM
Invoice #
N/A

Work Details (2)

Name Type Status Qty Amount Date
WL-03030427 Parts Open 1 - Dec 8, 4:28 PM
WL-03030428 Expenses Open 1 - Dec 8, 4:28 PM

Details