📍 United Supermarkets Pharmacy #522 — 4701 S. Washington, Amarillo TX, 79107
Jan 6, 2026 → May 22, 2026
✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed
Active: 18 biz days
Paused: 78 biz days
🕐 Clock stopped: Completed (May 22, 2026)
▶ Clock Running
Status: Created
Jan 6 → Jan 7, 2026
1 business day (counted)
Running total: 1 of ? biz days used
⏸78d
⏸ Clock Paused
Status: Ready for Release
Jan 7 → Apr 29, 2026
78 business days (not counted)
▶ Clock Running
Status: Assigned
Apr 29 → Apr 29, 2026
0 business days (counted)
Running total: 1 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Apr 29 → May 22, 2026
17 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 22 → May 22, 2026
0 business days (counted)
Running total: 18 of ? biz days used
Created: Jan 6, 2026Completed: May 22, 2026
Show SLA Clock Detail (5 periods)
Period
Status
Clock
Biz Days
Running Total
Jan 6 → Jan 7
Created
▶ Running
1
1
Jan 7 → Apr 29
Ready for Release
⏸ Paused
78
—
Apr 29 → Apr 29
Assigned
▶ Running
0
1
Apr 29 → May 22
Scheduled
▶ Running
17
18
May 22 → May 22
Tech On Site
▶ Running
0
18
Holding80.6d (excluded)
Coordinators18.0d
Field Work0.7d
Billing0.2d
✗ SLA Missed
Holding(excluded from total)
80.6 days
Coordinators
18.0 days
Over SLA
Field Work
0.7 days
Billing
0.2 days
Created: Jan 6, 2026
Due: Dec 31, 2026
Completed: May 22, 2026 (223 days early)
📅
96.6 daysTotal Age
⏱️
79.0d in Ready for ReleaseLongest Stage
🔄
8 transitionsStatus Changes
⚠️
16.3d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
6 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Completed with significant delays
Invoiced • 221 days old
🚨
Primary Delay79.0 days stuck in "Ready for Release"
⏱️
Total Delay16.3 business days over SLA thresholds
SLA vs Actual Time by Status
Actual (within SLA)
Actual (over SLA)
SLA Target
On Hold
1.6d
Ready for Release
79.0d
Assigned
0.0d / 0.5d SLA
Scheduled
18.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
0.2d / 1.0d SLA
💬 Activities, Notes & Communications
🔧Work Performed
arrived on location to perform pm I then open cabinet and placed black box on the unit and then placed keyboard and mouse to unit and enter system. Went through the pm procedures and ensuring sound worked. Unit did pass test. I then checked seat for weight and unit passed all test. I then calibrated the screen. I then blew out cabinet and cleaned and disinfected machine. Place pm sticker on unit. I got signature from point of contact and placed the unit back in service
Called level 2 spoke to Emanuel that unit was off line and the identifier password would not work after the pm was completed. I was advised to call level 1 spoke to Jerry that this unit did have the IP addresses changed and updated and some will be offline unitil back end is completed. Jerry stated that if pm passes and unit is offline that is ok but will need to verify if the IP addresses where updated
🔍Technician Findings
Found unit off line
⚠️Problem Description
Please Perform a PM on this Kiosk and attach all required photos from Checklist Regardless if a PM was completed or not a Checklist and photos are required as well as a signed field service report for every work order If a follow up is needed: Confirm with Tech support, select New issue, enter in the troubleshooting performed and part needed for the follow up in the follow up notes field Trunk stock work order: email dispatch@emsar.com with current work order # and the description of the repair that is required to be performed prior to PM completion (Example LED lights, bamboo seat replacement, Leveler replacement etc. all parts that can be found in your trunk stock ) Link to Work Instructions & Checklist on last page: SZZT (Higi Green) https://emsar-portal1.sharepoint.com/SOPs%20and%20Work%20Instructions/Higi%20&%20Legacy%20Kiosk%20Group/Higi%20Green/WI-ST-310%20Higi%20Green%20Preventative%20Maintenance%20009%20DCR652.pdf
📄Description
Kiosk
📞
Call
Completed May 22, 2026
Field Technician Darrell reported that the unit was offline and the identifier password was not working after the PM was completed. Advised tech to contact Higi support and spoke with Jerry, who confirmed that the unit recently had its IP addresses updated. He advised that some units may remain offline until the backend updates are completed. Jerry also stated that if the PM passed successfully, the unit being offline temporarily is acceptable, but the IP address updates will still need to be ve