Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308975 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

📍 Allergan Inc — 8301 Mars Dr, Waco TX, 76712

Oct 13, 2025 → Jun 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 18, 2025
✗ SLA Missed (188 biz days late)
Active: 172 biz days
🕐 Clock stopped: Canceled (Jun 23, 2026)
▶ Clock Running
Status: Created
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 13 → Oct 14, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 19, 2025
3 business days (counted)
Running total: 4 of ? biz days used
133d
▶ Clock Running
Status: Reschedule
Oct 19 → May 1, 2026
133 business days (counted)
Running total: 137 of ? biz days used
▶ Clock Running
Status: Incomplete
May 1 → May 1, 2026
0 business days (counted)
Running total: 137 of ? biz days used
35d
▶ Clock Running
Status: Reschedule
May 1 → Jun 23, 2026
35 business days (counted)
Running total: 172 of ? biz days used
▶ Clock Running
Status: Entered
Jun 23 → Jun 23, 2026
0 business days (counted)
Running total: 172 of ? biz days used
Created: Oct 13, 2025 Canceled: Jun 23, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Oct 13 → Oct 13 Created ▶ Running 0 0
Oct 13 → Oct 13 Ready for Scheduling ▶ Running 0 0
Oct 13 → Oct 14 Assigned ▶ Running 1 1
Oct 14 → Oct 19 Scheduled ▶ Running 3 4
Oct 19 → May 1 Reschedule ▶ Running 133 137
May 1 → May 1 Incomplete ▶ Running 0 137
May 1 → Jun 23 Reschedule ▶ Running 35 172
Jun 23 → Jun 23 Entered ▶ Running 0 172
Coordinators 172.2d
✗ SLA Missed
Coordinators
172.2 days
Over SLA
Created: Oct 13, 2025 Due: Sep 18, 2025 Completed: Jun 23, 2026 (277 days late)
📅
172.0 days Total Age
⏱️
133.0d in Reschedule Longest Stage
🔄
5 transitions Status Changes
⚠️
166.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
0 lines Work Details

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00527863
6008073864
Closed
28U SYS-GC-7890-E Repair OTS part installation
Priority
High
Origin
Web
Reason
New Case
Contact
Rene Palacios
Owner
Leona Coonrod
Created
Sep 17, 2025
Work Orders from this Case (2)
WO-01304810 Invoiced
Repair • Maria Davis
Created: Sep 17, 2025 • Closed: Oct 29, 2025
WO-01308975 (current) Canceled
Repair
Created: Oct 13, 2025
Behind Schedule - Needs Attention
Canceled • 306 days old
🚨
Primary Delay 133.0 days stuck in "Reschedule"
⏱️
Total Delay 166.1 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
0.1d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Reschedule
168.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
6/26/26 lcoonrod cancelling per email from Maria and Agilent

04/14 Per email sent to David, Answer about SO 6008073864

I just talked to Rene, they are not going to get the right accesory this year, SO will be returned to Agilent.


MD

Please assign to Maria Davis ARP to site is 151 miles. Zone 4

⚠️ Problem Description
28U SYS-GC-7890-E Repair OTS part installation
📄 Description
7697A Headspace Sampler, 111
📞 Call Description
SEP 2025 GC ERQ

Timeline

📞
Case Linked Sep 17, 8:32 AM
Case Number: 00527863
Subject: 6008073864
Status: Closed
🚨 18.0 business days
📋
▶
3 Work Order Created Oct 13, 9:35 AM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
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: a0hF00000028i6gIAA, Maria Davis
🗓️
▶
2 Status: Scheduled Oct 13, 8:49 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-16T15:00:00.000+0000
⏳ 4.0 business days
🔄
Status: Reschedule by Maria Davis Oct 19, 12:23 PM
From: Scheduled
To: Reschedule
Duration in Previous: 5d 15h
🚨 133.0 business days
⚠️
Status: Incomplete by Maria Davis May 1, 7:27 PM
From: Reschedule, Incomplete
To: Incomplete, Reschedule
Duration in Previous: 194d 7h, 0m
🚨 35.6 business days
🆕
Status: Entered by Leona Coonrod Jun 23, 1:27 PM
From: Reschedule, Entered
To: Entered, Canceled
Duration in Previous: 52d 17h, 0m

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Reschedule
Duration: 133.0 business days (threshold: 2.0 business days)
Exceeded by 131.0 business days
Reschedule
Duration: 35.1 business days (threshold: 2.0 business days)
Exceeded by 33.1 business days

🔗 Related Artifacts

📞
Case 00527863
Closed

ℹ️ Work Order Details

Status
Canceled
Priority
PC
Type
Repair
Branch
N/A
Technician
Unassigned
Scheduled
N/A
Created
Oct 13, 9:35 AM
Invoice #
N/A

Details