Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316479 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Overhaul • PSM

📍 Brooks Instrument — 3077 Skyway Ct, FREMONT CA, 94539

Nov 20, 2025 → Mar 17, 2026

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (55 biz days late)
Active: 60 biz days
Paused: 17 biz days
🕐 Clock stopped: Completed (Mar 17, 2026)
▶ Clock Running
Status: Created
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸17d
⏸ Clock Paused
Status: Awaiting Parts
Nov 20 → Dec 17, 2025
17 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
21d
▶ Clock Running
Status: Assigned
Dec 17 → Jan 20, 2026
21 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Entered
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 23, 2026
3 business days (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 24 of ? biz days used
36d
▶ Clock Running
Status: Reschedule
Jan 23 → Mar 17, 2026
36 business days (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 60 of ? biz days used
Created: Nov 20, 2025 Completed: Mar 17, 2026
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Nov 20 → Nov 20 Created ▶ Running 0 0
Nov 20 → Dec 17 Awaiting Parts ⏸ Paused 17 —
Dec 17 → Dec 17 Ready for Scheduling ▶ Running 0 0
Dec 17 → Jan 20 Assigned ▶ Running 21 21
Jan 20 → Jan 20 Entered ▶ Running 0 21
Jan 20 → Jan 20 Assigned ▶ Running 0 21
Jan 20 → Jan 23 Scheduled ▶ Running 3 24
Jan 23 → Jan 23 Tech On Site ▶ Running 0 24
Jan 23 → Mar 17 Reschedule ▶ Running 36 60
Mar 17 → Mar 17 Tech On Site ▶ Running 0 60
Dispatch 0.0d
Material Management 18.0d
Coordinators 62.1d
Field Work 0.5d
Billing 16.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
18.0 days
Over SLA
Coordinators
62.1 days
Over SLA
Field Work
0.5 days
Billing
16.0 days
Over SLA
Created: Nov 20, 2025 Due: Feb 6, 2026 Completed: Mar 17, 2026 (38 days late)
📅
78.0 days Total Age
⏱️
36.7d in Reschedule Longest Stage
🔄
14 transitions Status Changes
⚠️
83.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Larry Alberty — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 23, 2026
Visit 2 Mar 17, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00545119
6008231309
Closed
Note 11/19/2025 09:46:56 ROKHATTR 11-19-2025 ATI RM TEAM Roshan Khattry ] Part # VSFLDDP Qty 1 is on Backorder in 2810. Part is in transit from MY30 Plant to 2810 with an ETA of 11/28/2025 under PO # 2400000685 with AWB # 395514384320 . Once stock is received at 2810 shipment will be made. Part # 643100634 Qty 1 is on Backorder in 2810. Nothing is in transit and WW. Expedited with the Controller via email to improve the date. Part controllers are expected to respond within 24 hours and we will update as soon as we receive a response. Email sent to FSE and Controller. ____________________ Parts Prediction 11/17/2025 10:47:37 WF-BATCH Agent: PIERCEB Timestamp: 2025-11-17 09:47:29 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP IDP3TS 643100634 ____________________ Note 11/17/2025 10:47:36 WF-BATCH Agent: PIERCEB Timestamp: 2025-11-17 09:47:29 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760 The system does not pump down and remains in the “Hold” state indefinitely.
Priority
Standard
Origin
Web
Reason
New Case
Contact
Sukhjeet Singh
Owner
Leona Coonrod
Created
Nov 19, 2025
Work Orders from this Case (1)
WO-01316479 (current) Invoiced
Overhaul • Larry Alberty
Created: Nov 20, 2025 • Closed: Mar 17, 2026
Completed with significant delays
Invoiced • 268 days old
🚨
Primary Delay 36.7 days stuck in "Reschedule"
⏱️
Total Delay 83.3 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
18.0d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
21.5d / 0.5d SLA
Scheduled
3.9d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Reschedule
36.7d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
2.0d / 2.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
5.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12 Mar 2026 Larry Alberty

Phone call to customer advising part is arriving today. Customer asking for next onsite Tuesday March 17th.


3/12/26 lcoonrod

changed to overhaul (see attachment and revised po)

part EX8699367 EXCHANGE TURBO-V70LP FOR VS LEAK DETE added.

shipped on waybill 889530151533. DELIVERY DATE Thursday Estimated between 9:20 AM - 1:20 PM



23 Feb 2026 Larry Alberty

Reached out to Agilent scheduling to find the customer had not yet sent the purchase order for the requote. Advised customer to resend.


20 Feb 2026 Larry Alberty

Agilent sent re-quote to customer.


23 Jan 2026

While onsite found Turbo Pump defective. Informed Agilent replacement part required to complete the service. Agilent is re-quoting the customer.


20 Jan 2026 Larry Alberty

Assigned to me. Asking Michael B. if anyone has reached out to customer for the onsite visit proposed date.


1-6 Mburris email sent to POC looking for 1-16

1-6 Mburris called site N/A

12-23 Mburris email sent to POC looking for 1-16

12-22 Mburris email sent to POC looking for 1-16

12/16/25 lcoonrod Part 643100634 is showing a expected date of 1/15/26. per attached email from Bruce,  I don’t believe that this part (643100634) is vital for the repair so I think you could complete the repair.

12/11/25 lcoonrod

Part 643100634 is showing a expected date of 11/20/25. But no airbill is showing.

.12/9/25 lcoonrod

Part 643100634 is showing a expected date of 11/20/25. But no airbill is showing.

12/5/25 lcoonrod

Part 643100634 is showing a expected date of 11/20/25. But no airbill is showing.

12/1/25 lcoonrod

Part 643100634 is showing a expected date of 11/20/25. But no airbill is showing. Sent email to Agilent to confirm if it has shipped.


11/20/25 lcoonrod 2 parts have not shipped.

🔧 Work Performed
23 Jan 2026 Found Turbo Pump defective. Informed Agilent replacement part required to complete the service. Agilent is re-quoting the customer. 17 March 2026 Installed new turbo pump and completed the Overhaul service. The following items were completed. # Complete inspection and cleaning of spectrometer, valve block and manifold # Replacement of ion source and filaments # New O-rings and seals if needed # Either service of Scroll/Rough pump or service of turbo pump. # Diaphragm pump maintenance # Verification of vacuum system integrity, helium sensitivity and system calibration # Replacement of calibrated leak # Provide ISO traceable certificate for calibrated leak.
⚠️ Problem Description
Note 11/19/2025 09:46:56 ROKHATTR 11-19-2025 ATI RM TEAM Roshan Khattry ] Part # VSFLDDP Qty 1 is on Backorder in 2810. Part is in transit from MY30 Plant to 2810 with an ETA of 11/28/2025 under PO # 2400000685 with AWB # 395514384320 . Once stock is received at 2810 shipment will be made. Part # 643100634 Qty 1 is on Backorder in 2810. Nothing is in transit and WW. Expedited with the Controller via email to improve the date. Part controllers are expected to respond within 24 hours and we will update as soon as we receive a response. Email sent to FSE and Controller. ____________________ Parts Prediction 11/17/2025 10:47:37 WF-BATCH Agent: PIERCEB Timestamp: 2025-11-17 09:47:29 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP IDP3TS 643100634 ____________________ Note 11/17/2025 10:47:36 WF-BATCH Agent: PIERCEB Timestamp: 2025-11-17 09:47:29 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760 The system does not pump down and remains in the “Hold” state indefinitely.
📄 Description
Helium Leak Detector, PD03 configuration
📞 Call Description
VPD Field Overhaul

Timeline

📞
Case Linked Nov 19, 8:02 AM
Case Number: 00545119
Subject: 6008231309
Status: Closed
⏳ 2.0 business days
📋
▶
3 Work Order Created Nov 20, 9:36 AM
Work Order Created → 7x Parts Added → Status: Awaiting Parts
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 18.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Dec 17, 4:54 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 27d 7h
👷
▶
2 Status: Assigned Dec 17, 5:42 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: a0h6e00000II9UBAA1, Kwame Cobb
🚨 21.8 business days
🆕
▶
2 Status: Entered Jan 20, 9:16 AM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Larry Alberty
🗓️
▶
2 Status: Scheduled Jan 20, 11:45 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-01-23T13:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Larry Alberty Jan 23, 10:39 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 22h
⏱️
▶
2 5x Labor Added Jan 23, 1:39 PM
5x Labor Added → Status: Reschedule
🔄
Status: Reschedule by Larry Alberty
From: Tech On Site
To: Reschedule
Duration in Previous: 3h 1m
🚨 34.0 business days
🔩
Parts Added Mar 12, 8:58 AM
Type: Parts
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Larry Alberty Mar 17, 6:41 PM
From: Reschedule
To: Tech On Site
Duration in Previous: 53d 4h
⏱️
5x Labor Added Mar 17, 6:51 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 3
✔️
Status: Completed by Larry Alberty Mar 17, 6:57 PM
From: Tech On Site
To: Completed
Duration in Previous: 15m
🏁
Status: Closed by Larry Alberty Mar 17, 7:48 PM
From: Completed
To: Closed
Duration in Previous: 51m
💵
Status: Billing Review by Hannah Shaw Mar 18, 6:23 AM
From: Closed
To: Billing Review
Duration in Previous: 10h 35m
⏳ 2.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Mar 19, 9:20 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 1d 2h
⚠️ 9.0 business days
📨
Status: Invoice Pending by Hannah Shaw Mar 31, 10:03 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 12d 0h
⚠️ 5.0 business days
💰
▶
2 Status: Invoiced Apr 6, 10:11 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-257859

Bottlenecks

Awaiting Parts
Duration: 18.0 business days (threshold: 3.0 business days)
Exceeded by 15.0 business days
Assigned
Duration: 21.2 business days (threshold: 4.0 business hours)
Exceeded by 20.7 business days
Scheduled
Duration: 3.9 business days (threshold: 2.0 business days)
Exceeded by 1.9 business days
Reschedule
Duration: 36.7 business days (threshold: 2.0 business days)
Exceeded by 34.7 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days
Invoice Pending
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00545119
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Overhaul
Branch
ERLA - PROD
Technician
Larry Alberty
Scheduled
N/A
Created
Nov 20, 9:36 AM
Invoice #
SM-257859

Work Details (18)

Name Type Status Qty Amount Date
WL-03014330 Parts Open 1 $0.00 Nov 20, 9:38 AM
WL-03014331 Parts Open 1 $0.00 Nov 20, 9:38 AM
WL-03014332 Parts Open 1 $0.00 Nov 20, 9:38 AM
WL-03014333 Parts Open 1 $0.00 Nov 20, 9:38 AM
WL-03014334 Parts Open 1 $0.00 Nov 20, 9:38 AM
WL-03014335 Parts Open 1 $0.00 Nov 20, 9:38 AM
WL-03014336 Parts Open 1 $0.00 Nov 20, 9:38 AM
WL-03076750 Labor Open 1 $0.00 Jan 23, 1:39 PM
WL-03076751 Labor Open 2 $180.00 Jan 23, 1:39 PM
WL-03076752 Labor Open 1 $0.00 Jan 23, 1:39 PM
WL-03076753 Travel Open 5 $150.00 Jan 23, 1:39 PM
WL-03076754 Travel Open 5 $0.00 Jan 23, 1:39 PM
WL-03140858 Parts Open 1 $0.00 Mar 12, 8:58 AM
WL-03148090 Labor Open 0.5 $0.00 Mar 17, 6:51 PM
WL-03148091 Labor Open 3 $920.00 Mar 17, 6:51 PM
WL-03148092 Labor Open 0.5 $0.00 Mar 17, 6:51 PM
WL-03148093 Travel Open 5 $150.00 Mar 17, 6:51 PM
WL-03148094 Travel Open 5 $0.00 Mar 17, 6:51 PM

Details