📍 Sam's Club #6626 — 5871 FIRESTONE BLVD, Southgate CA, 90280
Jan 6, 2026 → Apr 22, 2026
✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (39 biz days late)
Active: 57 biz days
Paused: 18 biz days
🕐 Clock stopped: Completed (Apr 23, 2026)
▶ Clock Running
Status: Created
Jan 6 → Jan 7, 2026
1 business day (counted)
Running total: 1 of ? biz days used
⏸18d
⏸ Clock Paused
Status: Ready for Release
Jan 7 → Feb 3, 2026
18 business days (not counted)
▶ Clock Running
Status: Assigned
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 1 of ? biz days used
56d
▶ Clock Running
Status: Scheduled
Feb 3 → Apr 23, 2026
56 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 23 → Apr 23, 2026
0 business days (counted)
Running total: 57 of ? biz days used
Created: Jan 6, 2026Completed: Apr 23, 2026
Show SLA Clock Detail (5 periods)
Period
Status
Clock
Biz Days
Running Total
Jan 6 → Jan 7
Created
▶ Running
1
1
Jan 7 → Feb 3
Ready for Release
⏸ Paused
18
—
Feb 3 → Feb 3
Assigned
▶ Running
0
1
Feb 3 → Apr 23
Scheduled
▶ Running
56
57
Apr 23 → Apr 23
Tech On Site
▶ Running
0
57
Holding20.6d (excluded)
Coordinators55.5d
Field Work0.1d
Billing0.8d
✗ SLA Missed
Holding(excluded from total)
20.6 days
Coordinators
55.5 days
Over SLA
Field Work
0.1 days
Billing
0.8 days
Created: Jan 6, 2026
Due: Dec 31, 2026
Completed: Apr 23, 2026 (252 days early)
📅
75.0 daysTotal Age
⏱️
55.5d in ScheduledLongest Stage
🔄
7 transitionsStatus Changes
⚠️
54.5d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
6 linesWork Details
🏠
1 visitOn-Site Trips
👤
Self-ScheduledScheduling
AI Analysis
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Generating AI analysis...
Completed with significant delays
Invoiced • 220 days old
🚨
Primary Delay55.5 days stuck in "Scheduled"
⏱️
Total Delay54.5 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
19.0d
Scheduled
55.5d / 2.0d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
0.8d / 1.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
4/24/26 SReich - Updated WO-01370111 to trunk stock and creating a follow up repair/PM.
4.24.26 hshaw - SN#CSA-2016014926 showing on picture attached doesn't match to WO. clarify with tech
4/23/26 SReich - Chattered tech/coord/FOM/Phil and Emmanuel to find out if follow up is needed for a PC, Omar sent an email this morning requesting WO-01370111 for LED lights.
🔧Work Performed
Disengaged seat lock to open up seat portion of kiosk,Powered unit off, and pulled away from wall. Did a double cleaning of outside surface of unit, first removed all grime and gunk off of touchscreen as well as kiosk. Next sprayed with antibacterial to sanitize unit for my use and customer use. Next open the tower of unit and began to vacuum all the dust that had accumulated. Once cleaning completed powered unit back on with combo cal tool and keyboard plugged in. But as soon as pc booted up it entered Bios mode with out input from myself. Rebooted pc several times even unplugging everything except screen but still would enter into bios mode. Called L2 and after taking video and pictures to show them. L2 made determinations that new PC would be needed to complete repair.
🔍Technician Findings
Kiosk found powered on but seat LED’s burned out with no customer damage
⚠️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
This WO is marked for follow up for a new PC; you sent an email to Dispatch this morning requesting a WO for LED lights (WO-01370111), do we need a WO to replace the PC?
Apr 24, 2026 10:05am
@Omar Serrano SN#CSA-2016014926 showing on picture attached doesn't match to WO. Please advise which SN# is the correct one? Thank you.