Created: Dec 16, 2025
Due: Dec 22, 2025
Completed: Dec 24, 2025 (1 days late)
📅
6.6 daysTotal Age
⏱️
3.4d in ScheduledLongest Stage
🔄
9 transitionsStatus Changes
⚠️
2.0d overTotal Delay
📦
2 orders, 0 quotesParts & Quotes
📝
6 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
Powered by OpenAI
Generating AI analysis...
Completed with minor delays
Invoiced • 149 days old
🚨
Primary Delay3.4 days stuck in "Scheduled"
⏱️
Total Delay2.0 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
0.6d / 1.0d SLA
Awaiting Parts
1.0d / 3.0d SLA
Ready for Scheduling
1.4d / 1.0d SLA
Scheduled
3.4d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
12/18/25 RBerry- Per MBateman in teams call, scheduled for Max Tucker for 12/23/25. He is aware of SLA miss.
12/18/25 RBerry- Sent teams message to MBateman stating: Matthew Bateman WO-01326795- Higi repair due 12/22/25 in Elizabethtown, PA, WO-01326799- Higi repair due 12/22/25 in Flourtown, PA, and WO-01326846- Higi repair due 12/22/25 in Dover Township, NJ. Do you want to see if Pete can take any of these on Monday (I'm sure he can't take all) and then send what they can't take to WM? Phil isn't available until after the due dates and Galasso is on PTO.
🔧Work Performed
Upon arrival, I replaced the existing PC with a new PC. After properly connecting the new PC, it did not power on. I verified voltage and confirmed that the correct amount of power was reaching the PC; however, it still would not power on.
I contacted L2 support and was advised to double-check all connections. When that did not resolve the issue, I was instructed to reinstall the old PC and then swap the new hard drive into the old PC. After powering on, both the touchscreen and the top monitor displayed black screens. I was able to log into the PC, but experienced issues with keyboard input and mouse controls. The keyboard itself was fully functional, and the issue appeared to be within the PC. I was unable to access system settings to verify the network connection.
I contacted L2 again and was advised to reach out to Higi support. I spoke with Andrew, who instructed me to reinstall the old hard drive into the old PC, as assessing the Wi-Fi settings on the new hard drive would be difficult or near impossible. After switching back to the old hard drive, Andrew walked me through checking the router and Wi-Fi settings. We verified that the IP address, subnet, and DNS settings were all correct.
Based on these findings, Andrew concluded that the issue was related to the router and that a Verizon Cradlepoint router would be required to resolve the issue. He then instructed me to reinstall the new hard drive and contact L2 to relay the recommendation to order a new router.
I contacted L2, confirmed the issue, and noted the need for follow-up regarding the router replacement. I also informed the pharmacy that the Higi unit is out of service until further notice. An out-of-order sign was placed on the unit, and the system was powered off.
🔍Technician Findings
Replaced existing PC with new PC on-site; new PC did not power on despite confirmed correct voltage.
Verified all power and data connections; no change in behavior.
Per L2 guidance, reinstalled old PC and attempted new hard drive swap into old PC.
System powered on, but touchscreen and top monitor remained black.
Able to log into OS; however, OS-level input issues observed (mouse and keyboard behavior inconsistent despite functional keyboard hardware).
Unable to access system settings to verify network connectivity due to input/control issues.
Contacted Higi support; spoke with Andrew.
Per Higi support, reverted to old hard drive in old PC to properly assess network configuration.
Verified router and Wi-Fi settings: IP address, subnet mask, and DNS settings all correct.
Higi support determined issue is not OS-related and identified router as root cause.
Recommendation: replace router with Verizon Cradlepoint.
⚠️Problem Description
Tech will be sent a PC for replacement.
Tech must replace PC kit but do not transfer graphics card from old to new PC. Regardless if PC is installed or not you must contact Level 2 support while onsite to verify errors as well as update portal and ServiceMax for used or unused PC parts.
Tech will be shipped replacement WIFI Router.
Restore connectivity then verify kiosk is online by logging in as a customer and receiving email results back. Take a picture of account being logged in and attach to your Work Order
Use this password to access the kiosk: X*MFQ%L
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.**
📄Description
Merge KMY Kiosk
📋
Outbound to +17173672613
Completed Dec 16, 2025
Per Laurel, bottom screen says no sync. Top is blank. They have rebooted with no change. They have a key.
Work Order: WO-01326795
Account: HIGI LLC
Customer Case Number: SD-331131
Location: GIANT Foods Pharmacy 6014
Address: 1278 South Market Street, Elizabethtown, PA 17022
Manufacturer: Merge SH Holdings, Inc.
Model #: KMY8202F
Serial #: KMY-120328650-345
Contact Name:
Contact Phone: +17173672613
Con