Use this password to access the kiosk: NMT3W*H!
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.**
Primary Delay3.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay2.4 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
0.1d / 1.0d SLA
Awaiting Parts
1.7d / 3.0d SLA
Ready for Scheduling
3.0d / 1.0d SLA
Scheduled
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
12/23/2025 SRobinson- Customer called back and stated they need to cancel this as their machine is now working.
12/23/2025jsells
spoke with David, both screens are dark, I asked the store to reboot, both screens remain dark after reboot, LED working, no key
🔧Work Performed
**Reseated all connections and power cycle to confirm no issues with start up
**Spoke with L2 to confirm online status on their end. Everything checked out as it should
🔍Technician Findings
Unit in service
Unit displaying ads on top monitor and higi menu on bottom
⚠️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 Key to Kiosk
**Location does not have a key, order a key and leave in the pharmacy when service is complete**
Use this password to access the kiosk: NMT3W*H!
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
📞
Call
Completed Dec 29, 2025
Tech informed no need to replace parts. Did a full Hard reset on unit and ran all test accordingly. Kiosk is online and working as expected. (ID 103190)
📋
Inbound from +18606658166
Completed Dec 23, 2025
Customers device is now working and stated this can be canceled.
📋
Inbound from +18606658166
Completed Dec 23, 2025
spoke with David, both screens are dark, I asked the store to reboot, both screens remain dark after reboot, LED working, no key
Dec 23, 2025 1:34pm
@Emmanuel Morales @Phillip Castillo Can you cancel this part order this customer just called and stated their unit is now working and would like to cancel. Thank you!