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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317609 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Smith & Nephew Inc — 4900 W Vickery Blvd, Fort Worth TX, 76107

Dec 1, 2025 → Mar 13, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✗ SLA Missed (7 biz days late)
Active: 67 biz days
🕐 Clock stopped: Tech Off Site (Mar 10, 2026)
▶ Clock Running
Status: Created
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
9d
▶ Clock Running
Status: Assigned
Dec 1 → Dec 12, 2025
9 business days (counted)
Running total: 9 of ? biz days used
49d
▶ Clock Running
Status: Scheduled
Dec 12 → Feb 25, 2026
49 business days (counted)
Running total: 58 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 25 → Mar 1, 2026
2 business days (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Mar 1 → Mar 1, 2026
0 business days (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 1 → Mar 4, 2026
3 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 4 → Mar 4, 2026
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 4 → Mar 4, 2026
0 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 4 → Mar 9, 2026
3 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Mar 9 → Mar 10, 2026
1 business day (counted)
Running total: 67 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 10 → Mar 10, 2026
0 business days (counted)
Running total: 67 of ? biz days used
Created: Dec 1, 2025 Tech Off Site: Mar 10, 2026
Show SLA Clock Detail (12 periods)
Period Status Clock Biz Days Running Total
Dec 1 → Dec 1 Created ▶ Running 0 0
Dec 1 → Dec 1 Ready for Scheduling ▶ Running 0 0
Dec 1 → Dec 12 Assigned ▶ Running 9 9
Dec 12 → Feb 25 Scheduled ▶ Running 49 58
Feb 25 → Mar 1 Tech On Site ▶ Running 2 60
Mar 1 → Mar 1 Tech Off Site ▶ Running 0 60
Mar 1 → Mar 4 Reschedule ▶ Running 3 63
Mar 4 → Mar 4 Tech On Site ▶ Running 0 63
Mar 4 → Mar 4 Scheduled ▶ Running 0 63
Mar 4 → Mar 9 Tech On Site ▶ Running 3 66
Mar 9 → Mar 10 Tech Off Site ▶ Running 1 67
Mar 10 → Mar 10 Scheduled ▶ Running 0 67
Dispatch 0.0d
Coordinators 62.5d
Field Work 12.3d
Billing 17.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
62.5 days
Over SLA
Field Work
12.3 days
Over SLA
Billing
17.5 days
Over SLA
Created: Dec 1, 2025 Due: Feb 28, 2026 Completed: Mar 13, 2026 (12 days late)
📅
71.0 days Total Age
⏱️
49.4d in Scheduled Longest Stage
🔄
18 transitions Status Changes
⚠️
79.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
17 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Maria Davis — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 4, 2026
Visit 2 Mar 5, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547589
6008153798
Closed
28R SYS-LC-1260IIE Contract ends 12/19/2026 repair included PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G7121A DEAE301543 1260 Infinity II Fluorescence Detector G7167A DEACI00800 1260 Infinity II Multisampler G7116A DEAED01538 1260 Infinity II Multicolumn Thermostat G7111B DEAEW01158 1260 Infinity II Quaternary Pump G7111B DEAEH00251 1260 Infinity II Quaternary Pump G7165A DEAC800240 1260 Infinity II MW Detector
Priority
High
Origin
Web
Reason
New Case
Contact
Christy Light
Owner
Leona Coonrod
Created
Dec 1, 2025
Work Orders from this Case (2)
WO-01317609 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Dec 1, 2025 • Closed: Mar 13, 2026
WO-01317611 Invoiced
EOQ • Maria Davis
Created: Dec 1, 2025 • Closed: Mar 16, 2026
Completed with significant delays
Invoiced • 257 days old
🚨
Primary Delay 49.4 days stuck in "Scheduled"
⏱️
Total Delay 79.8 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
10.0d / 0.5d SLA
Scheduled
49.5d / 2.0d SLA
Tech On Site
6.7d / 1.0d SLA
Tech Off Site
5.7d / 2.0d SLA
Reschedule
3.0d / 2.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
17.4d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes



03/05 I missed to put tech off site yesterday March 4th.


Google maps was used to calculate zone


03/04 Google map was used to calculate zone. Waiting time to get password from IT to access PC/Open LAB from 8:30 to 11:30 MD


03/04 11:25 up to know no password for access


03/04 08:30 waiting for customer to ge the password give me access to PC and open lab


03/02 moved info from this WO to WO


02/24 Wrong address in the system, parts re-ordered to the right address, Parts re-ordered per Joe approval. MD


Please assign to Maria Davis ARP to site is 85 miles. Zone 2

🔧 Work Performed
03/05/2026 LC PM was completed per Agilent. New deuterium lamp was installed and stabilized. line was flushing with IPA and then water to run the FLD tests. All tests passed. 03/04/2026 ACE session 3.X was created. LC 1260 Infinity II (VWD & FLD) PM started with service laptop using lab advisor to run tests.
⚠️ Problem Description
28R SYS-LC-1260IIE Contract ends 12/19/2026 repair included PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G7121A DEAE301543 1260 Infinity II Fluorescence Detector G7167A DEACI00800 1260 Infinity II Multisampler G7116A DEAED01538 1260 Infinity II Multicolumn Thermostat G7111B DEAEW01158 1260 Infinity II Quaternary Pump G7111B DEAEH00251 1260 Infinity II Quaternary Pump G7165A DEAC800240 1260 Infinity II MW Detector
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
FEB 2026 LC PM

Timeline

📞
Case Linked Dec 1, 10:21 AM
Case Number: 00547589
Subject: 6008153798
Status: Closed
📋
▶
3 Work Order Created Dec 1, 10:33 AM
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: 1m, 0m
👷
Technician Assigned by Leona Coonrod
Technician: a0hF00000028i6gIAA, Maria Davis
🚨 10.0 business days
🗓️
▶
2 Status: Scheduled Dec 12, 11:25 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-02-25T16:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Maria Davis Dec 16, 11:43 PM
Scheduled For: 2026-02-23T16:00:00.000+0000
🚨 45.0 business days
📅
Dispatch Scheduled by Maria Davis Feb 23, 9:20 AM
Scheduled For: 2026-02-24T16:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Maria Davis Feb 24, 10:19 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 74d 10h
⏳ 3.2 business days
🔩
2x Parts Added Mar 1, 1:58 PM
Type: Parts
Status: Open
Qty: 2, 3
🚗
Status: Tech Off Site by Maria Davis Mar 1, 2:41 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4d 16h
🔄
Status: Reschedule by Maria Davis Mar 1, 3:20 PM
From: Tech Off Site
To: Reschedule
Duration in Previous: 38m
⏳ 3.0 business days
🔧
Status: Tech On Site by Maria Davis Mar 4, 12:37 PM
From: Reschedule
To: Tech On Site
Duration in Previous: 2d 21h
📅
▶
2 Dispatch Scheduled Mar 4, 12:57 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by David Carvalho
From: Tech On Site
To: Scheduled
Duration in Previous: 19m
🔧
Status: Tech On Site by Maria Davis Mar 4, 1:51 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 54m
⏱️
Labor Added Mar 4, 2:21 PM
Type: Labor
Status: Open
Qty: 3
⏳ 3.0 business days
⏱️
5x Labor Added Mar 8, 12:14 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 6.5, 3, 1, 94, 92
⏱️
3x Labor Added Mar 8, 12:28 PM
Type: Labor
Status: Open
Qty: 3
🚗
Status: Tech Off Site by Maria Davis Mar 9, 9:55 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4d 19h
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Mar 10, 2:44 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by David Carvalho
From: Tech Off Site, Scheduled
To: Scheduled, Tech Off Site
Duration in Previous: 1d 4h, 0m
⏳ 4.0 business days
🔩
4x Parts Added Mar 13, 5:20 PM
Type: Parts
Status: Open
Qty: 3, 2
🚗
▶
2 2x Travel Added Mar 13, 5:42 PM
2x Travel Added → Status: Completed
✔️
Status: Completed by Maria Davis
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 3d 2h, 0m
⏳ 1.8 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 16, 10:07 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 16h
🚨 16.0 business days
💵
▶
2 Status: Billing Review Apr 6, 4:48 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 4m
💵
▶
2 Status: Billing Review Apr 7, 12:05 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 2m
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 29m
💰
Status: Invoiced by Hannah Shaw Apr 7, 12:56 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 20m
🧾
Invoice Created Apr 7, 5:31 PM
Invoice Number: SM-258564

Bottlenecks

Assigned
Duration: 10.0 business days (threshold: 4.0 business hours)
Exceeded by 9.5 business days
Scheduled
Duration: 49.4 business days (threshold: 2.0 business days)
Exceeded by 47.4 business days
Tech On Site
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days
Tech Off Site
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours
Ready to Bill
Duration: 16.0 business days (threshold: 1.0 business days)
Exceeded by 15.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours

🔗 Related Artifacts

📞
Case 00547589
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Mar 9, 1:00 AM
Created
Dec 1, 10:33 AM
Invoice #
SM-258564

Work Details (17)

Name Type Status Qty Amount Date
WL-03125195 Parts Open 2 $0.00 Mar 1, 1:58 PM
WL-03125196 Parts Open 3 $0.00 Mar 1, 1:58 PM
WL-03129890 Labor Open 3 $225.00 Mar 4, 2:21 PM
WL-03135160 Labor Open 6.5 $544.50 Mar 8, 12:14 PM
WL-03135161 Labor Open 3 $225.00 Mar 8, 12:14 PM
WL-03135162 Expenses Open 1 $0.00 Mar 8, 12:14 PM
WL-03135163 Travel Open 94 $0.00 Mar 8, 12:14 PM
WL-03135164 Travel Open 92 $0.00 Mar 8, 12:14 PM
WL-03135176 Labor Open 3 $225.00 Mar 8, 12:28 PM
WL-03135177 Labor Open 3 $0.00 Mar 8, 12:28 PM
WL-03135178 Labor Open 3 $225.00 Mar 8, 12:28 PM
WL-03143886 Parts Open 3 $0.00 Mar 13, 5:20 PM
WL-03143887 Parts Open 2 $0.00 Mar 13, 5:20 PM
WL-03143888 Parts Open 3 $0.00 Mar 13, 5:20 PM
WL-03143889 Parts Open 2 $0.00 Mar 13, 5:20 PM
WL-03143972 Travel Open 92 $0.00 Mar 13, 5:42 PM
WL-03143973 Travel Open 92 $0.00 Mar 13, 5:42 PM

Details