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WO-01251821 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Mary Kay Cosmetics Inc — 2613 Denton Tap Rd, Lewisville TX, 75067

Feb 28, 2025 → Jun 12, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✗ SLA Missed (113 biz days late)
Active: 322 biz days
🕐 Clock stopped: Canceled (Jun 12, 2026)
▶ Clock Running
Status: Created
Feb 28 → Feb 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 28 → Feb 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 28 → Mar 4, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 4 → Apr 9, 2025
26 business days (counted)
Running total: 28 of ? biz days used
294d
▶ Clock Running
Status: On Hold
Apr 9 → Jun 12, 2026
294 business days (counted)
Running total: 322 of ? biz days used
▶ Clock Running
Status: Entered
Jun 12 → Jun 12, 2026
0 business days (counted)
Running total: 322 of ? biz days used
Created: Feb 28, 2025 Canceled: Jun 12, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 28 → Feb 28 Created ▶ Running 0 0
Feb 28 → Feb 28 Ready for Scheduling ▶ Running 0 0
Feb 28 → Mar 4 Assigned ▶ Running 2 2
Mar 4 → Apr 9 Reschedule ▶ Running 26 28
Apr 9 → Jun 12 On Hold ▶ Running 294 322
Jun 12 → Jun 12 Entered ▶ Running 0 322
Dispatch 0.0d
Holding 295.0d (excluded)
Coordinators 29.1d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
295.0 days
Coordinators
29.1 days
Over SLA
Created: Feb 28, 2025 Due: Dec 31, 2025 Completed: Jun 12, 2026 (162 days late)
📅
323.0 days Total Age
⏱️
295.0d in On Hold Longest Stage
🔄
4 transitions Status Changes
⚠️
26.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00469559
6007327704
Closed
28V SYS-GC-7890 Contract ends 06/09/2025 repair included PM / EOQ "G3440B-US US20433010 7890B Network GC System Custom" "G4513-64002 RO20405013 G4513A INJECTOR (COO-RO)" "G4514-64002 RO20397005 G4514A TRAY (COO-RO)"
Priority
High
Origin
Web
Reason
New Case
Contact
Trupti Bambhrolia
Owner
Leona Coonrod
Created
Feb 28, 2025
Work Orders from this Case (2)
WO-01251821 (current) Canceled
Preventive Maintenance
Created: Feb 28, 2025
WO-01251822 Canceled
EOQ
Created: Feb 28, 2025
Behind Schedule - Needs Attention
Canceled • 533 days old
🚨
Primary Delay 295.0 days stuck in "On Hold"
⏱️
Total Delay 26.6 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
Assigned
2.1d / 0.5d SLA
Reschedule
27.0d / 2.0d SLA
On Hold
295.0d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

6/12 lcoonrod found WO was placed on hold in SM. SO completed in CRM. cancelling WO


4/9 KHensley placed on hold per FOM DCarvalho

4/4 KHensley sent email to FSE/SUP/FOM for scheduling

4/1 KHensley sent email to FSE/SUP/FOM for scheduling

3/24 KHensley sent email to FSE/SUP/FOM for scheduling

3/10 KHensley sent email to FSE/SUP/FOM for scheduling

03/03 acquisition software is chromeleon due to thermo issues. Pm rechedule to March. ONLY ONE channel canbe qualify.


3/3 KHensley sent email to FSE/SUP/FOM for scheduling

Please assign to Maria Davis ARP to site 64 miles. Zone 2

⚠️ Problem Description
28V SYS-GC-7890 Contract ends 06/09/2025 repair included PM / EOQ "G3440B-US US20433010 7890B Network GC System Custom" "G4513-64002 RO20405013 G4513A INJECTOR (COO-RO)" "G4514-64002 RO20397005 G4514A TRAY (COO-RO)"
📄 Description
GC 7890 System Mainframe Only
📞 Call Description
JAN 2025 GC PM

Timeline

📞
▶
4 Case Linked Feb 28, 8:26 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01251821
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered, Ready for Scheduling
To: Ready for Scheduling, Assigned
Duration in Previous: 0m
👷
Technician Assigned by Leona Coonrod
Technician: Maria Davis
⏳ 1.0 business days
🔩
5x Parts Added Mar 2, 2:26 PM
Type: Parts, Travel
Status: Open
Qty: 1, 67, 2, 66
⏱️
3x Labor Added Mar 2, 2:37 PM
Type: Labor
Status: Open
Qty: 3, 2
⏳ 1.0 business days
🔄
Status: Reschedule by Maria Davis Mar 3, 8:05 PM
From: Assigned
To: Reschedule
Duration in Previous: 3d 11h
🚨 27.5 business days
⏸️
Status: On Hold by Kaitlyn Kelch Apr 9, 9:36 AM
From: Reschedule
To: On Hold
Duration in Previous: 36d 12h
🚨 295.0 business days
🆕
Status: Entered by Leona Coonrod Jun 12, 1:56 PM
From: On Hold, Entered
To: Entered, Canceled
Duration in Previous: 429d 4h, 0m

Bottlenecks

Assigned
Duration: 2.1 business days (threshold: 4.0 business hours)
Exceeded by 1.6 business days
Reschedule
Duration: 27.0 business days (threshold: 2.0 business days)
Exceeded by 25.0 business days

🔗 Related Artifacts

📞
Case 00469559
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Unassigned
Scheduled
N/A
Created
Feb 28, 8:29 AM
Invoice #
N/A

Work Details (8)

Name Type Status Qty Amount Date
WL-02698036 Parts Open 1 $0.00 Mar 2, 2:26 PM
WL-02698033 Travel Open 67 $0.00 Mar 2, 2:26 PM
WL-02698034 Parts Open 1 $0.00 Mar 2, 2:26 PM
WL-02698035 Parts Open 2 $0.00 Mar 2, 2:26 PM
WL-02698032 Travel Open 66 $359.00 Mar 2, 2:26 PM
WL-02698056 Labor Open 3 $285.00 Mar 2, 2:37 PM
WL-02698057 Labor Open 3 $0.00 Mar 2, 2:37 PM
WL-02698055 Labor Open 2 $0.00 Mar 2, 2:37 PM

Details