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WO-01315241 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Preventive Maintenance • PSM

📍 Pacesetter Inc — 253 Financial Blvd, Liberty SC, 29657

Nov 13, 2025 → Dec 17, 2025

✅ Completed
PSM Last business day of November 2025
Target: Nov 28, 2025
🕐 Clock stopped: Completed (Dec 18)
⏸ 18d excluded (parts wait + holding)
✗ SLA Missed (1d late)
Dispatch 0.0d
Material Management 13.3d
Coordinators 13.1d
Field Work 0.0d
Billing 10.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
13.3 days
Over SLA
Coordinators
13.1 days
Over SLA
Field Work
0.0 days
Billing
10.7 days
Over SLA
Created: Nov 13, 2025 Due: Dec 30, 2025 Completed: Dec 18, 2025 (12 days early)
📅
24.9 days Total Age
⏱️
13.3d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
28.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543814
6008214560
Closed
Note 11/13/2025 15:52:49 ROKHATTR [11-13-2025 ATI RM TEAM Roshan Khattry This is related to part VSFLDDP qty 1 ordered on SO 6008214560 under STO 4104780292 , as the part is 0 stock in Memphis and will have to be backordered.Kindly confirm, how soon do you need the part because part needs to be hotline/procure from Germany warehouse. If it is not urgent, we will follow the process and expedite it to get it sooner from elsewhere. ____________________ Note 11/13/2025 14:32:52 WIGEORGE entitled field pm
Priority
High
Origin
Phone
Reason
New Case
Contact
Justin King
Owner
Leona Coonrod
Created
Nov 13, 2025
Work Orders from this Case (1)
WO-01315241 (current) Invoiced
Preventive Maintenance • Rozier Cole
Created: Nov 13, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 182 days old
🚨
Primary Delay 13.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 28.6 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
Awaiting Parts
13.3d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
2.5d / 0.5d SLA
Scheduled
10.6d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
3.7d / 1.0d SLA
Invoice Pending
7.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/4 MOwens Justin replied back that scheduling during the 15-17th is the best time for him. Replied back to confirm the schedule for 12/16 thru 12/17

12/3 MOwens Sent email to Justin to schedule the PMs after 12/15.

12/2/25 lcoonrod

Per email from Justin, they received the parts.


12/1/25 lcoonrod sent email to confirm receipt of parts.


11/17/25 lcoonrod part VSFLDDP still on back order


11/13/25 lcoonrod Parts have not shipped yet

🔧 Work Performed
pm'd unit per mfg instructions - leak dwn tested - calibrated - verified w cx
🔍 Technician Findings
Found unit needing pm - unit passed initial cal - unit only pump down in test to E-06
⚠️ Problem Description
Note 11/13/2025 15:52:49 ROKHATTR [11-13-2025 ATI RM TEAM Roshan Khattry This is related to part VSFLDDP qty 1 ordered on SO 6008214560 under STO 4104780292 , as the part is 0 stock in Memphis and will have to be backordered.Kindly confirm, how soon do you need the part because part needs to be hotline/procure from Germany warehouse. If it is not urgent, we will follow the process and expedite it to get it sooner from elsewhere. ____________________ Note 11/13/2025 14:32:52 WIGEORGE entitled field pm
📄 Description
Helium Leak Detector, PD03 configuration
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Nov 13, 4:31 PM
Case Number: 00543814
Subject: 6008214560
Status: Closed
📋
▶
3 Work Order Created Nov 13, 4:49 PM
Work Order Created → 6x Parts Added → Status: Awaiting Parts
🔩
6x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 13.9 business days
📅
Status: Ready for Scheduling by Leona Coonrod Dec 2, 2:24 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 18d 21h
👷
▶
2 Technician Assigned Dec 2, 2:40 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 4, 8:55 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-16T15:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Rozier Cole Dec 17, 11:36 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 14h
🚗
▶
3 3x Travel Added Dec 17, 11:45 PM
3x Travel Added → 4x Expenses Added → Status: Completed
💵
4x Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Rozier Cole
From: Tech On Site
To: Completed
Duration in Previous: 12m
🏁
Status: Closed by Rozier Cole Dec 17, 11:51 PM
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Hannah Shaw Dec 18, 1:02 PM
From: Closed
To: Ready to Bill
Duration in Previous: 13h 10m
⏳ 4.0 business days
📨
Status: Invoice Pending by Hannah Shaw Dec 23, 11:15 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4d 22h
⚠️ 7.0 business days
💰
▶
2 Status: Invoiced Dec 31, 2:15 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249818

Bottlenecks

Awaiting Parts
Duration: 13.3 business days (threshold: 3.0 business days)
Exceeded by 10.3 business days
Assigned
Duration: 2.5 business days (threshold: 4.0 business hours)
Exceeded by 2.0 business days
Scheduled
Duration: 10.6 business days (threshold: 2.0 business days)
Exceeded by 8.6 business days
Ready to Bill
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days
Invoice Pending
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00543814
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Rozier Cole
Scheduled
Dec 16, 10:00 AM
Created
Nov 13, 4:49 PM
Invoice #
SM-249818

Work Details (13)

Name Type Status Qty Amount Date
WL-03006520 Parts Open 1 $0.00 Nov 13, 4:51 PM
WL-03006521 Parts Open 1 $0.00 Nov 13, 4:51 PM
WL-03006522 Parts Open 1 $0.00 Nov 13, 4:51 PM
WL-03006523 Parts Open 1 $0.00 Nov 13, 4:51 PM
WL-03006524 Parts Open 1 $0.00 Nov 13, 4:51 PM
WL-03006525 Parts Open 1 $0.00 Nov 13, 4:51 PM
WL-03041534 Travel Open 146 $450.00 Dec 17, 11:45 PM
WL-03041532 Labor Open 2.5 $0.00 Dec 17, 11:45 PM
WL-03041533 Labor Open 5 $541.00 Dec 17, 11:45 PM
WL-03041539 Expenses Open 1 $2.25 Dec 17, 11:47 PM
WL-03041536 Expenses Open 1 $2.25 Dec 17, 11:47 PM
WL-03041537 Expenses Open 1 $2.25 Dec 17, 11:47 PM
WL-03041538 Expenses Open 1 $2.25 Dec 17, 11:47 PM

Details