Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317557 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

📍 DPT LABORATORIES — 3300 RESEARCH PLAZA, San Antonio TX, 78235

Dec 1, 2025 → Dec 4, 2025

✅ Completed
PC Per client agreement
Target: Jan 30, 2026
🕐 Clock stopped: Completed (Dec 4)
✓ SLA Met (57d early)
Dispatch 0.0d
Coordinators 4.3d
Field Work 2.8d
Billing 11.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.3 days
Over SLA
Field Work
2.8 days
Over SLA
Billing
11.7 days
Over SLA
Created: Dec 1, 2025 Due: Jan 30, 2026 Completed: Dec 4, 2025 (57 days early)
📅
4.0 days Total Age
⏱️
8.4d in Ready to Bill Longest Stage
🔄
14 transitions Status Changes
⚠️
9.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
23 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 2, 2025
Visit 2 Dec 3, 2025
Visit 3 Dec 4, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547544
6008245562
Closed
28U SYS-LC-1260 Repair WO81912378:BINARY PUMP LEAKING
Priority
High
Origin
Email
Reason
New Case
Contact
Reid Streidl
Owner
Leona Coonrod
Created
Dec 1, 2025
Work Orders from this Case (1)
WO-01317557 (current) Invoiced
Repair • Jose Gutierrez
Created: Dec 1, 2025 • Closed: Dec 4, 2025
Completed with minor delays
Invoiced • 164 days old
🚨
Primary Delay 8.4 days stuck in "Ready to Bill"
⏱️
Total Delay 9.5 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
1.3d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
2.6d / 1.0d SLA
Tech Off Site
0.2d / 2.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
8.5d / 1.0d SLA
Billing Review
3.1d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez ARP to site is 20 miles. Zone 1
🔧 Work Performed
Replaced pump damper, as it was found to be leaking while performing PM. During PM, found ALS loop to be leaking and the recently replaced needle seat to be clogged. Replaced inlet tubing and MCGV after gradient composition test failure while performing OQ. During troubleshooting, accidentally broke the capillary that goes from TCC to VWD. After parts replacement, all tests passed. More information can be found on the EQP for CH1298.
⚠️ Problem Description
28U SYS-LC-1260 Repair WO81912378:BINARY PUMP LEAKING
📄 Description
1260 Quaternary Pump
📞 Call Description
Jan 2026 LC REPAIR

Timeline

📞
▶
4 Case Linked Dec 1, 8:49 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01317557
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: Jose Gutierrez
🗓️
▶
2 Status: Scheduled Dec 1, 9:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2025-12-02T15:00:00.000+0000
🔧
Status: Tech On Site by Jose Gutierrez Dec 2, 10:18 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 12h 31m
🚗
Status: Tech Off Site by Jose Gutierrez Dec 2, 5:24 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 5m
⏱️
5x Labor Added Dec 2, 6:52 PM
Type: Labor, Travel
Status: Open
Qty: 0.33333333333333, 4, 13
🔩
▶
2 2x Parts Added Dec 2, 7:21 PM
2x Parts Added → Status: Scheduled
🗓️
Status: Scheduled by Jose Gutierrez
From: Tech Off Site
To: Scheduled
Duration in Previous: 1h 58m
🔧
Status: Tech On Site by Jose Gutierrez Dec 3, 9:30 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 14h 7m
🚗
Status: Tech Off Site by Jose Gutierrez Dec 3, 7:01 PM
From: Tech On Site, Tech Off Site
To: Tech Off Site, Scheduled
Duration in Previous: 9h 31m, 0m
⏱️
3x Labor Added Dec 3, 8:05 PM
Type: Labor
Status: Open
Qty: 0.5, 3
🚗
2x Travel Added Dec 3, 8:16 PM
Type: Travel
Status: Open
Qty: 13
🔧
Status: Tech On Site by Jose Gutierrez Dec 4, 12:17 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 17h 15m
⏱️
3x Labor Added Dec 4, 5:27 PM
Type: Labor
Status: Open
Qty: 0.5, 1, 0.33333333333333
🚗
6x Travel Added Dec 4, 5:33 PM
Type: Travel, Parts
Status: Open
Qty: 13
✔️
Status: Completed by Jose Gutierrez Dec 4, 5:41 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 23m, 0m
🔩
▶
2 2x Parts Added Dec 5, 3:50 PM
2x Parts Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 22h 10m
⚠️ 9.0 business days
💵
Status: Billing Review by Hannah Shaw Dec 17, 6:05 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 12d 2h
⏳ 3.7 business days
📄
Status: Ready to Bill by Hannah Shaw Dec 22, 12:26 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 4d 18h
📨
▶
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: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.8 business hours
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.0 business hours
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.3 business hours
Ready to Bill
Duration: 8.4 business days (threshold: 1.0 business days)
Exceeded by 7.4 business days
Billing Review
Duration: 3.1 business days (threshold: 2.0 business days)
Exceeded by 1.1 business days

🔗 Related Artifacts

📞
Case 00547544
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Dec 2, 10:00 AM
Created
Dec 1, 8:51 AM
Invoice #
SM-249754

Work Details (23)

Name Type Status Qty Amount Date
WL-03024165 Labor Open 0.33333333333333 $0.00 Dec 2, 6:52 PM
WL-03024166 Labor Open 4 $456.00 Dec 2, 6:52 PM
WL-03024167 Labor Open 0.33333333333333 $0.00 Dec 2, 6:52 PM
WL-03024168 Travel Open 13 $180.00 Dec 2, 6:52 PM
WL-03024169 Travel Open 13 $0.00 Dec 2, 6:52 PM
WL-03024237 Parts Open 1 $0.00 Dec 2, 7:21 PM
WL-03024238 Parts Open 1 $0.00 Dec 2, 7:21 PM
WL-03025676 Labor Open 0.5 $0.00 Dec 3, 8:05 PM
WL-03025677 Labor Open 3 $342.00 Dec 3, 8:05 PM
WL-03025678 Labor Open 0.5 $0.00 Dec 3, 8:05 PM
WL-03025690 Travel Open 13 $180.00 Dec 3, 8:16 PM
WL-03025691 Travel Open 13 $0.00 Dec 3, 8:16 PM
WL-03026866 Labor Open 0.5 $0.00 Dec 4, 5:27 PM
WL-03026867 Labor Open 1 $114.00 Dec 4, 5:27 PM
WL-03026868 Labor Open 0.33333333333333 $0.00 Dec 4, 5:27 PM
WL-03026906 Travel Open 13 $180.00 Dec 4, 5:33 PM
WL-03026907 Travel Open 13 $0.00 Dec 4, 5:33 PM
WL-03026908 Parts Open 1 $0.00 Dec 4, 5:33 PM
WL-03026909 Parts Open 1 $0.00 Dec 4, 5:33 PM
WL-03026910 Parts Open 1 $0.00 Dec 4, 5:33 PM
WL-03026911 Parts Open 1 $0.00 Dec 4, 5:33 PM
WL-03028325 Parts Open 1 $0.00 Dec 5, 3:50 PM
WL-03028326 Parts Open 1 $0.00 Dec 5, 3:50 PM

Details