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WO-01314980 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Exelixis Inc — 1851 Harbor Bay Pkwy, Alameda CA, 94502

Nov 12, 2025 → Jan 13, 2026

✅ Completed
PC Per client agreement
Target: Jan 31, 2026
🕐 Clock stopped: Completed (Jan 13)
✓ SLA Met (18d early)
Dispatch 0.0d
Coordinators 45.4d
Field Work 0.0d
Billing 10.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
45.4 days
Over SLA
Field Work
0.0 days
Billing
10.4 days
Over SLA
Created: Nov 12, 2025 Due: Jan 31, 2026 Completed: Jan 13, 2026 (18 days early)
📅
44.5 days Total Age
⏱️
37.9d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
52.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543382
6008109138
Closed
38R SYS-LC-1260II Contract ends 10/08/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G7117C DEAEK13201 1260 Infinity II Diode Array Detector HS G4231A 000000000033014562 2pos/6port Valve head, 800 bar G7112B DEAGO08740 1260 Infinity II Binary Pump G4761A DEBDS01827 Upgrade InfinityLab Sample Thermostat G7129A DEAEQ62851 1260 Infinity II Vialsampler G7116A DEAEM13448 1260 Infinity II Multicolumn Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Srikanth Somarouthu
Owner
Leona Coonrod
Created
Nov 12, 2025
Work Orders from this Case (1)
WO-01314980 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Nov 12, 2025 • Closed: Jan 13, 2026
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 37.9 days stuck in "Scheduled"
⏱️
Total Delay 52.4 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
7.5d / 0.5d SLA
Scheduled
37.9d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
10.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

20 Nov 2025 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 25 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
38R SYS-LC-1260II Contract ends 10/08/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G7117C DEAEK13201 1260 Infinity II Diode Array Detector HS G4231A 000000000033014562 2pos/6port Valve head, 800 bar G7112B DEAGO08740 1260 Infinity II Binary Pump G4761A DEBDS01827 Upgrade InfinityLab Sample Thermostat G7129A DEAEQ62851 1260 Infinity II Vialsampler G7116A DEAEM13448 1260 Infinity II Multicolumn Thermostat
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
JAN 2026 LC PM

Timeline

📞
Case Linked Nov 12, 2:55 PM
Case Number: 00543382
Subject: 6008109138
Status: Closed
📋
▶
3 Work Order Created Nov 12, 3:08 PM
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: a0hF0000001pE6KIAU, Larry Alberty
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Nov 21, 11:29 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-01-13T14:00:00.000+0000
🚨 38.0 business days
🔧
▶
2 Status: Tech On Site Jan 13, 6:16 PM
Status: Tech On Site → 5x Travel Added
🚗
5x Travel Added
Type: Travel, Parts
Status: Open
Qty: 25, 1
⏱️
▶
2 3x Labor Added Jan 13, 6:23 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7m, 0m
📄
Status: Ready to Bill by Hannah Shaw Jan 14, 3:30 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 5m
🚨 11.0 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: 7.5 business days (threshold: 4.0 business hours)
Exceeded by 7.0 business days
Scheduled
Duration: 37.9 business days (threshold: 2.0 business days)
Exceeded by 35.9 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours
Ready to Bill
Duration: 10.4 business days (threshold: 1.0 business days)
Exceeded by 9.4 business days

🔗 Related Artifacts

📞
Case 00543382
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Jan 13, 9:00 AM
Created
Nov 12, 3:08 PM
Invoice #
SM-252436

Work Details (8)

Name Type Status Qty Amount Date
WL-03063798 Travel Open 25 $180.00 Jan 13, 6:19 PM
WL-03063799 Travel Open 25 $0.00 Jan 13, 6:19 PM
WL-03063800 Parts Open 1 $0.00 Jan 13, 6:19 PM
WL-03063801 Parts Open 1 $0.00 Jan 13, 6:19 PM
WL-03063802 Parts Open 1 $0.00 Jan 13, 6:19 PM
WL-03063818 Labor Open 1 $0.00 Jan 13, 6:23 PM
WL-03063819 Labor Open 5 $456.00 Jan 13, 6:23 PM
WL-03063820 Labor Open 1 $0.00 Jan 13, 6:23 PM

Details