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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317611 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Dec 1, 2025 → Mar 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✗ SLA Missed (8 biz days late)
Active: 68 biz days
🕐 Clock stopped: Tech Off Site (Mar 11, 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: Reschedule
Feb 25 → Mar 4, 2026
5 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 4 → Mar 9, 2026
3 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Tech On 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
▶ Clock Running
Status: Tech On Site
Mar 10 → Mar 11, 2026
1 business day (counted)
Running total: 68 of ? biz days used
Created: Dec 1, 2025 Tech Off Site: Mar 11, 2026
Show SLA Clock Detail (9 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 4 Reschedule ▶ Running 5 63
Mar 4 → Mar 9 Scheduled ▶ Running 3 66
Mar 9 → Mar 10 Tech On Site ▶ Running 1 67
Mar 10 → Mar 10 Scheduled ▶ Running 0 67
Mar 10 → Mar 11 Tech On Site ▶ Running 1 68
Dispatch 0.0d
Coordinators 69.0d
Field Work 7.0d
Billing 15.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
69.0 days
Over SLA
Field Work
7.0 days
Over SLA
Billing
15.7 days
Over SLA
Created: Dec 1, 2025 Due: Feb 28, 2026 Completed: Mar 16, 2026 (15 days late)
📅
71.6 days Total Age
⏱️
49.4d in Scheduled Longest Stage
🔄
17 transitions Status Changes
⚠️
80.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 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 Maria Davis — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 9, 2026
Visit 2 Mar 10, 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 Invoiced
Preventive Maintenance • Maria Davis
Created: Dec 1, 2025 • Closed: Mar 13, 2026
WO-01317611 (current) 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 80.8 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
53.0d / 2.0d SLA
Reschedule
6.0d / 2.0d SLA
Tech On Site
3.7d / 1.0d SLA
Tech Off Site
3.3d / 2.0d SLA
Closed
4.0d / 1.0d SLA
WO Correction Needed
0.2d
Ready to Bill
15.4d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

03/16 Google mas was used to calculate zone on 03;/10 MD


3.16.26 hshaw - missing mileage both ways 3/10

03/11 Tech onsite last time was on 03/10


03/09, Travel, mileage and zone are on WO-01317655



03/09/2026 ACE 3.s Session was created. LC Infinity II with MWD and FLD EEOQ started



03/08 wairing since 8:30 for IT to reset PC password to log in PC that has openLAB. Md


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

🔧 Work Performed
03/10/2029 Analytical Methods, including the ones for MWD, FLD and Multisampler with Hotel were created. AIV required A/C and B/D gradients. All tests passed, no deviations. 03/09/2026 ACE 3.s Session was created. LC Infinity II with MWD and FLD EEOQ started
🔍 Technician Findings
miles added
⚠️ 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 EOQ

Timeline

📞
Case Linked Dec 1, 10:21 AM
Case Number: 00547589
Subject: 6008153798
Status: Closed
📋
▶
3 Work Order Created Dec 1, 10:34 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: 0m
👷
Technician Assigned by Leona Coonrod
Technician: a0hF00000028i6gIAA, Maria Davis
🚨 10.0 business days
🗓️
▶
2 Status: Scheduled Dec 12, 11:27 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-02-25T21:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Maria Davis Dec 16, 11:44 PM
Scheduled For: 2026-02-23T21:00:00.000+0000
🚨 45.0 business days
📅
Dispatch Scheduled by Maria Davis Feb 23, 9:19 AM
Scheduled For: 2026-02-24T21:00:00.000+0000
⏳ 2.0 business days
🔄
Status: Reschedule by Maria Davis Feb 24, 10:20 PM
From: Scheduled
To: Reschedule
Duration in Previous: 74d 10h
⚠️ 6.2 business days
🗓️
▶
2 Status: Scheduled Mar 4, 1:56 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-03-06T14:30:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Maria Davis Mar 9, 9:57 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 19h
⏳ 2.0 business days
⏱️
Labor Added Mar 10, 12:39 PM
Type: Labor
Status: Open
Qty: 3
📅
▶
2 Dispatch Scheduled Mar 10, 2:43 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by David Carvalho
From: Tech On Site, Scheduled
To: Scheduled, Tech On Site
Duration in Previous: 1d 4h, 0m
🚗
Status: Tech Off Site by Maria Davis Mar 11, 2:32 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 23h 48m
⏳ 3.0 business days
⏱️
9x Labor Added Mar 13, 3:30 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 1.5, 3, 9.5, 95, 96
⏳ 1.1 business days
✔️
Status: Completed by Maria Davis Mar 16, 12:59 AM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 4d 10h, 0m
✏️
Status: WO Correction Needed by Hannah Shaw Mar 16, 10:19 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 9h 19m
🚗
▶
2 2x Travel Added Mar 16, 12:03 PM
2x Travel Added → Status: Closed
🏁
Status: Closed by Maria Davis
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 46m
⏳ 3.0 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 18, 7:41 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 19h
🚨 14.0 business days
💵
▶
2 Status: Billing Review Apr 6, 4:54 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: 3m
💵
▶
2 Status: Billing Review Apr 7, 12:08 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: 25m
💰
Status: Invoiced by Hannah Shaw Apr 7, 12:56 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 20m
🚨 18.0 business days
🧾
Invoice Created Apr 30, 11:29 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
Reschedule
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.3 business hours
Tech Off Site
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 14.0 business days (threshold: 1.0 business days)
Exceeded by 13.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours

🔗 Related Artifacts

📞
Case 00547589
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Maria Davis
Scheduled
Mar 9, 9:30 AM
Created
Dec 1, 10:34 AM
Invoice #
SM-258564

Work Details (12)

Name Type Status Qty Amount Date
WL-03137349 Labor Open 3 $225.00 Mar 10, 12:39 PM
WL-03143622 Labor Open 1.5 $225.00 Mar 13, 3:30 PM
WL-03143623 Labor Open 3 $0.00 Mar 13, 3:30 PM
WL-03143624 Labor Open 3 $225.00 Mar 13, 3:30 PM
WL-03143625 Labor Open 9.5 $968.00 Mar 13, 3:30 PM
WL-03143626 Labor Open 3 $225.00 Mar 13, 3:30 PM
WL-03143627 Expenses Open 1 $0.00 Mar 13, 3:30 PM
WL-03143628 Expenses Open 1 $0.00 Mar 13, 3:30 PM
WL-03143629 Travel Open 95 $0.00 Mar 13, 3:30 PM
WL-03143630 Travel Open 96 $0.00 Mar 13, 3:30 PM
WL-03145414 Travel Open 96 $0.00 Mar 16, 12:03 PM
WL-03145415 Travel Open 95 $0.00 Mar 16, 12:03 PM

Details