Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317153 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

📍 BASF Corp — 5738 County Road 4 / BISHOP TX 7834, BISHOP TX, 78343

Nov 25, 2025 → Dec 9, 2025

✅ Completed
PC Per client agreement
Target: Dec 3, 2025
🕐 Clock stopped: Completed (Dec 9)
✗ SLA Missed (5d late)
Dispatch 0.0d
Coordinators 11.5d
Field Work 0.6d
Billing 9.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
11.5 days
Over SLA
Field Work
0.6 days
Billing
9.4 days
Over SLA
Created: Nov 25, 2025 Due: Dec 3, 2025 Completed: Dec 9, 2025 (5 days late)
📅
10.9 days Total Age
⏱️
9.4d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
17.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546686
6008239755
Closed
6890N Network GC System Repair ARP-STD OTS 6890N GCHW
Priority
High
Origin
Web
Reason
New Case
Contact
Gilbert Villarreal
Owner
Leona Coonrod
Created
Nov 25, 2025
Work Orders from this Case (1)
WO-01317153 (current) Invoiced
Repair • Jose Gutierrez
Created: Nov 25, 2025 • Closed: Dec 9, 2025
Completed with significant delays
Invoiced • 170 days old
🚨
Primary Delay 9.4 days stuck in "Ready to Bill"
⏱️
Total Delay 17.4 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
7.9d / 0.5d SLA
Scheduled
3.6d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Ready to Bill
9.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
JGutierrez 12/02/2025 - Spoke with Agilent district manager about this service call. Instructed me to reach out to the trade services email node to get the customer an updated quote before I am able to work on this call. Said it was okay that this is past due date. Please assign to Jose Gutierrez ARP to site is 164 miles. Zone 5
🔧 Work Performed
Instrument network card was having trouble connecting to customer CDS via Ethernet cable. Removed old network card and installed the new LAN replacement kit. After parts replacement, was able to connect to instrument. Updated 6890 GC firmware to the latest revision to allow customer to control instrument using their Empower software.
⚠️ Problem Description
6890N Network GC System Repair ARP-STD OTS 6890N GCHW
📄 Description
6890N Network GC System
📞 Call Description
DEC 2025 GC PM

Timeline

📞
▶
4 Case Linked Nov 25, 11:43 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01317153
Type: Repair
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: a0h8Y00000JjDuFQAV, Jose Gutierrez
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Dec 4, 2:16 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2025-12-09T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Jose Gutierrez Dec 9, 10:05 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 19h
⏱️
▶
2 5x Labor Added Dec 9, 2:53 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site
To: Completed
Duration in Previous: 4h 51m
🏁
Status: Closed by Jose Gutierrez Dec 9, 3:00 PM
From: Completed
To: Closed
Duration in Previous: 4m
📄
Status: Ready to Bill by Hannah Shaw Dec 9, 3:56 PM
From: Closed
To: Ready to Bill
Duration in Previous: 55m
🚨 10.0 business days
📨
▶
3 Status: Invoice Pending Dec 22, 1:38 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-249754
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 7.9 business days (threshold: 4.0 business hours)
Exceeded by 7.4 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Ready to Bill
Duration: 9.4 business days (threshold: 1.0 business days)
Exceeded by 8.4 business days

🔗 Related Artifacts

📞
Case 00546686
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Dec 9, 10:00 AM
Created
Nov 25, 11:43 AM
Invoice #
SM-249754

Work Details (5)

Name Type Status Qty Amount Date
WL-03031628 Labor Open 2.5 $0.00 Dec 9, 2:53 PM
WL-03031629 Labor Open 1 $114.00 Dec 9, 2:53 PM
WL-03031630 Labor Open 2.5 $0.00 Dec 9, 2:53 PM
WL-03031631 Travel Open 157 $718.00 Dec 9, 2:53 PM
WL-03031632 Travel Open 157 $0.00 Dec 9, 2:53 PM

Details