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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311289 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 STATE OF TEXAS — 333 GUADALUPE ST, Austin TX, 78701

Oct 24, 2025 → Jan 5, 2026

✅ Completed
PC Per client agreement
Target: Jan 31, 2026
🕐 Clock stopped: Completed (Jan 6)
✓ SLA Met (25d early)
Dispatch 0.0d
Coordinators 51.8d
Field Work 1.3d
Billing 16.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
51.8 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
16.0 days
Over SLA
Created: Oct 24, 2025 Due: Jan 31, 2026 Completed: Jan 6, 2026 (25 days early)
📅
52.0 days Total Age
⏱️
29.7d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
65.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538246
6008084313
Closed
28R SYS-GC-7890A Contract ends 08/31/2026 repair included PM G4513A CN13340112 7693A Autoinjector G4514A CN13260084 7693A Tray, 150 Vial G4513A CN13340117 7693A Autoinjector G4513A CN13340117 7693A Autoinjector
Priority
High
Origin
Web
Reason
New Case
Contact
Anna Miller
Owner
Leona Coonrod
Created
Oct 24, 2025
Work Orders from this Case (1)
WO-01311289 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Oct 24, 2025 • Closed: Jan 5, 2026
Completed with significant delays
Invoiced • 202 days old
🚨
Primary Delay 29.7 days stuck in "Assigned"
⏱️
Total Delay 65.6 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
29.7d / 0.5d SLA
Scheduled
22.1d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
16.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TRAVEL ON WO-01311261

Please assign to Jose Gutierrez ARP to site is 82 miles. Zone 2

🔧 Work Performed
Performed annual GC preventive maintenance per 7890 PM checklist. All tests passed.
⚠️ Problem Description
28R SYS-GC-7890A Contract ends 08/31/2026 repair included PM G4513A CN13340112 7693A Autoinjector G4514A CN13260084 7693A Tray, 150 Vial G4513A CN13340117 7693A Autoinjector G4513A CN13340117 7693A Autoinjector
📄 Description
Agilent 7890A Series GC
📞 Call Description
JAN 2025 GC PM

Timeline

📞
▶
4 Case Linked Oct 24, 2:25 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01311289
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: Jose Gutierrez
🚨 30.0 business days
🗓️
▶
2 Status: Scheduled Dec 4, 6:01 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-01-05T15:00:00.000+0000
🚨 22.7 business days
🔧
Status: Tech On Site by Jose Gutierrez Jan 5, 9:53 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 31d 15h
⏱️
▶
3 3x Labor Added Jan 5, 9:30 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site
To: Completed
Duration in Previous: 11h 38m
🏁
Status: Closed by Jose Gutierrez
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.3 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 7, 10:45 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 13h
🚨 16.0 business days
📨
▶
3 Status: Invoice Pending Jan 28, 1:41 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-252436
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 29.7 business days (threshold: 4.0 business hours)
Exceeded by 29.2 business days
Scheduled
Duration: 22.1 business days (threshold: 2.0 business days)
Exceeded by 20.1 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 16.0 business days (threshold: 1.0 business days)
Exceeded by 15.0 business days

🔗 Related Artifacts

📞
Case 00538246
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Jan 5, 10:00 AM
Created
Oct 24, 2:25 PM
Invoice #
SM-252436

Work Details (3)

Name Type Status Qty Amount Date
WL-03054360 Labor Open 1.5 $285.00 Jan 5, 9:30 PM
WL-03054361 Parts Open 2 $0.00 Jan 5, 9:30 PM
WL-03054362 Parts Open 1 $0.00 Jan 5, 9:30 PM

Details