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WO-01317618 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Dec 1, 2025 → Mar 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✗ SLA Missed (7 biz days late)
Active: 67 biz days
🕐 Clock stopped: Completed (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
24d
▶ Clock Running
Status: Assigned
Dec 1 → Jan 6, 2026
24 business days (counted)
Running total: 24 of ? biz days used
22d
▶ Clock Running
Status: Scheduled
Jan 6 → Feb 6, 2026
22 business days (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 6 → Feb 9, 2026
1 business day (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 47 of ? biz days used
19d
▶ Clock Running
Status: Scheduled
Feb 9 → Mar 9, 2026
19 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
Created: Dec 1, 2025 Completed: Mar 10, 2026
Show SLA Clock Detail (8 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 → Feb 6 Scheduled ▶ Running 22 46
Feb 6 → Feb 9 Tech On Site ▶ Running 1 47
Feb 9 → Feb 9 Reschedule ▶ Running 0 47
Feb 9 → Mar 9 Scheduled ▶ Running 19 66
Mar 9 → Mar 10 Tech On Site ▶ Running 1 67
Dispatch 0.0d
Coordinators 67.4d
Field Work 3.5d
Billing 21.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
67.4 days
Over SLA
Field Work
3.5 days
Over SLA
Billing
21.9 days
Over SLA
Created: Dec 1, 2025 Due: Feb 28, 2026 Completed: Mar 10, 2026 (9 days late)
📅
68.0 days Total Age
⏱️
25.0d in Assigned Longest Stage
🔄
14 transitions Status Changes
⚠️
82.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 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 Jose Gutierrez — 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 #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 Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 1, 2025 • Closed: Mar 8, 2026
WO-01317618 (current) Invoiced
EOQ • Jose Gutierrez
Created: Dec 1, 2025 • Closed: Mar 10, 2026
Completed with significant delays
Invoiced • 257 days old
🚨
Primary Delay 25.0 days stuck in "Assigned"
⏱️
Total Delay 82.0 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
25.0d / 0.5d SLA
Scheduled
42.4d / 2.0d SLA
Tech On Site
3.1d / 1.0d SLA
Reschedule
0.0d / 2.0d SLA
Completed
0.4d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Billing Review
2.0d / 2.0d SLA
Ready to Bill
19.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3.11.26 hshaw - moved to BR, waiting for mService to close. TBA $1215.00

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

🔧 Work Performed
Performed EOQ per GC.02.52 protocol. All tests passed. No deviations.
⚠️ 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 EOQ

Timeline

📞
▶
4 Case Linked Dec 1, 10:46 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01317618
Type: EOQ
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
🚨 25.0 business days
📅
▶
2 Dispatch Scheduled Jan 6, 3:51 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jose Gutierrez
From: Assigned
To: Scheduled
Duration in Previous: 36d 5h
🚨 22.0 business days
📅
Dispatch Scheduled by Jose Gutierrez Feb 5, 1:40 PM
Scheduled For: 2026-02-13T15:00:00.000+0000
🔧
Status: Tech On Site by Jose Gutierrez Feb 6, 12:13 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 30d 20h
⏳ 1.0 business days
🔄
▶
3 Status: Reschedule Feb 8, 9:00 PM
Status: Reschedule → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Jose Gutierrez
From: Reschedule
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-02-13T15:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Jose Gutierrez Feb 12, 11:01 AM
Scheduled For: 2026-02-27T15:00:00.000+0000
⚠️ 9.0 business days
📅
Dispatch Scheduled by Jose Gutierrez Feb 25, 6:05 PM
Scheduled For: 2026-03-03T15:00:00.000+0000
⏳ 4.7 business days
📅
Dispatch Scheduled by Jose Gutierrez Mar 3, 1:56 PM
Scheduled For: 2026-03-05T15:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Jose Gutierrez Mar 8, 7:01 PM
Scheduled For: 2026-03-09T14:00:00.000+0000
🔧
Status: Tech On Site by Jose Gutierrez Mar 9, 10:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 28d 12h
⏱️
6x Labor Added Mar 9, 4:13 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 4, 1.5, 19, 13
⏱️
2x Labor Added Mar 10, 12:02 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 13
⏱️
▶
2 3x Labor Added Mar 10, 2:57 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site
To: Completed
Duration in Previous: 1d 4h
🏁
Status: Closed by Jose Gutierrez Mar 10, 6:18 PM
From: Completed
To: Closed
Duration in Previous: 3h 20m
💵
Status: Billing Review by Hannah Shaw Mar 11, 9:56 AM
From: Closed
To: Billing Review
Duration in Previous: 15h 38m
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 12, 10:29 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 1d 0h
🚨 18.0 business days
💵
▶
2 Status: Billing Review Apr 6, 1:13 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
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 23h 19m
💰
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: 22.4 business days (threshold: 2.0 business days)
Exceeded by 20.4 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Scheduled
Duration: 20.0 business days (threshold: 2.0 business days)
Exceeded by 18.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Ready to Bill
Duration: 18.0 business days (threshold: 1.0 business days)
Exceeded by 17.0 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.7 business hours

🔗 Related Artifacts

📞
Case 00547608
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Mar 9, 10:00 AM
Created
Dec 1, 10:48 AM
Invoice #
SM-258564

Work Details (11)

Name Type Status Qty Amount Date
WL-03136232 Labor Open 0.5 $37.50 Mar 9, 4:13 PM
WL-03136233 Labor Open 4 $907.50 Mar 9, 4:13 PM
WL-03136234 Labor Open 1.5 $0.00 Mar 9, 4:13 PM
WL-03136235 Labor Open 0.5 $37.50 Mar 9, 4:13 PM
WL-03136236 Travel Open 19 $0.00 Mar 9, 4:13 PM
WL-03136237 Travel Open 13 $0.00 Mar 9, 4:13 PM
WL-03137265 Labor Open 0.5 $37.50 Mar 10, 12:02 PM
WL-03137266 Travel Open 13 $0.00 Mar 10, 12:02 PM
WL-03137608 Labor Open 4 $0.00 Mar 10, 2:57 PM
WL-03137609 Labor Open 0.5 $37.50 Mar 10, 2:57 PM
WL-03137610 Travel Open 13 $0.00 Mar 10, 2:57 PM

Details