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WO-01317617 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 1, 2025 → Mar 8, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✗ SLA Missed (5 biz days late)
Active: 65 biz days
🕐 Clock stopped: Completed (Mar 8, 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
24d
▶ Clock Running
Status: Assigned
Dec 1 → Jan 6, 2026
24 business days (counted)
Running total: 24 of ? biz days used
40d
▶ Clock Running
Status: Scheduled
Jan 6 → Mar 5, 2026
40 business days (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 5 → Mar 6, 2026
1 business day (counted)
Running total: 65 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 6 → Mar 8, 2026
0 business days (counted)
Running total: 65 of ? biz days used
Created: Dec 1, 2025 Completed: Mar 8, 2026
Show SLA Clock Detail (6 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 → Jan 6 Assigned ▶ Running 24 24
Jan 6 → Mar 5 Scheduled ▶ Running 40 64
Mar 5 → Mar 6 Tech On Site ▶ Running 1 65
Mar 6 → Mar 8 Scheduled ▶ Running 0 65
Dispatch 0.0d
Coordinators 66.4d
Field Work 1.9d
Billing 23.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
66.4 days
Over SLA
Field Work
1.9 days
Over SLA
Billing
23.9 days
Over SLA
Created: Dec 1, 2025 Due: Feb 28, 2026 Completed: Mar 8, 2026 (7 days late)
📅
66.0 days Total Age
⏱️
40.4d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
83.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547608
6008080167
Closed
28U SYS-GC-6890N-E Contract ends 04/18/2026 repair included PM / EOQ G1530N CN10616026 6890N Network GC System G2913A CN64737140 7683B Autoinjector Module G1888A IT00609022 Headspace Sampler G2614A CN95254459 7683 Autosampler tray module
Priority
High
Origin
Web
Reason
New Case
Contact
Reid Streidl
Owner
Leona Coonrod
Created
Dec 1, 2025
Work Orders from this Case (2)
WO-01317617 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 1, 2025 • Closed: Mar 8, 2026
WO-01317618 Invoiced
EOQ • Jose Gutierrez
Created: Dec 1, 2025 • Closed: Mar 10, 2026
Completed with significant delays
Invoiced • 257 days old
🚨
Primary Delay 40.4 days stuck in "Scheduled"
⏱️
Total Delay 83.6 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
25.0d / 0.5d SLA
Scheduled
41.4d / 2.0d SLA
Tech On Site
1.9d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
3.0d / 2.0d SLA
Ready to Bill
20.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3.9.26 Hshaw - moved WO to BR, waiting for mService to close. TBA $636.00.

Please assign to Jose Gutierrez ARP to site is 20 miles. Zone 1

🔧 Work Performed
Performed 6890 GC preventive maintenance per ACE task list working instructions in preparation for OQ delivery following afterward.
⚠️ Problem Description
28U SYS-GC-6890N-E Contract ends 04/18/2026 repair included PM / EOQ G1530N CN10616026 6890N Network GC System G2913A CN64737140 7683B Autoinjector Module G1888A IT00609022 Headspace Sampler G2614A CN95254459 7683 Autosampler tray module
📄 Description
GC 6890N System Enhanced GC Features
📞 Call Description
FEB 2026 GC PM

Timeline

📞
▶
5 Case Linked Dec 1, 10:46 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned → Status: Assigned
📋
Work Order Created
Work Order: WO-01317617
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
Technician Assigned by Leona Coonrod
Technician: Jose Gutierrez
👷
Status: Assigned by Leona Coonrod
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
🚨 25.0 business days
🗓️
▶
2 Status: Scheduled Jan 6, 3:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-02-05T15:00:00.000+0000
🚨 22.0 business days
📅
Dispatch Scheduled by Jose Gutierrez Feb 5, 1:40 PM
Scheduled For: 2026-02-12T15:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Jose Gutierrez Feb 12, 11:01 AM
Scheduled For: 2026-02-26T15:00:00.000+0000
⚠️ 9.0 business days
📅
Dispatch Scheduled by Jose Gutierrez Feb 25, 6:03 PM
Scheduled For: 2026-03-02T15:00:00.000+0000
⏳ 4.7 business days
📅
Dispatch Scheduled by Jose Gutierrez Mar 3, 1:57 PM
Scheduled For: 2026-03-05T15:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Jose Gutierrez Mar 5, 11:57 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 57d 20h
⏱️
▶
3 3x Labor Added Mar 6, 10:06 AM
3x Labor Added → 2x Travel Added → Status: Scheduled
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 13
🗓️
Status: Scheduled by Jose Gutierrez
From: Tech On Site
To: Scheduled
Duration in Previous: 22h 11m
⏳ 1.0 business days
🔩
▶
2 9x Parts Added Mar 8, 7:00 PM
9x Parts Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 2d 7h, 0m
🔩
▶
2 2x Parts Added Mar 9, 9:30 AM
2x Parts Added → Status: Billing Review
💵
Status: Billing Review by Hannah Shaw
From: Closed
To: Billing Review
Duration in Previous: 14h 31m
⏳ 3.0 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 11, 9:53 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 2d 0h
🚨 19.0 business days
💵
▶
2 Status: Billing Review Apr 6, 1:10 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: 23h 23m
💰
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: 25.0 business days (threshold: 4.0 business hours)
Exceeded by 24.5 business days
Scheduled
Duration: 40.4 business days (threshold: 2.0 business days)
Exceeded by 38.4 business days
Tech On Site
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.0 business hours
Billing Review
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 19.0 business days (threshold: 1.0 business days)
Exceeded by 18.0 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.8 business hours

🔗 Related Artifacts

📞
Case 00547608
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Mar 5, 10:00 AM
Created
Dec 1, 10:47 AM
Invoice #
SM-258564

Work Details (16)

Name Type Status Qty Amount Date
WL-03133167 Labor Open 0.5 $37.50 Mar 6, 10:06 AM
WL-03133168 Labor Open 6 $484.00 Mar 6, 10:06 AM
WL-03133169 Labor Open 0.5 $37.50 Mar 6, 10:06 AM
WL-03133175 Travel Open 13 $0.00 Mar 6, 10:08 AM
WL-03133176 Travel Open 13 $0.00 Mar 6, 10:08 AM
WL-03135251 Parts Open 1 $0.00 Mar 8, 7:00 PM
WL-03135252 Parts Open 1 $0.00 Mar 8, 7:00 PM
WL-03135253 Parts Open 1 $0.00 Mar 8, 7:00 PM
WL-03135254 Parts Open 1 $0.00 Mar 8, 7:00 PM
WL-03135255 Parts Open 1 $0.00 Mar 8, 7:00 PM
WL-03135256 Parts Open 1 $0.00 Mar 8, 7:00 PM
WL-03135257 Parts Open 1 $0.00 Mar 8, 7:00 PM
WL-03135258 Parts Open 1 $0.00 Mar 8, 7:00 PM
WL-03135259 Parts Open 1 $0.00 Mar 8, 7:00 PM
WL-03135596 Parts Open 1 $0.00 Mar 9, 9:30 AM
WL-03135597 Parts Open 1 $0.00 Mar 9, 9:30 AM

Details