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WO-01317628 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 DPT Laboratories Ltd — 200 E Josephine St, SAN ANTONIO TX, 78215

Dec 1, 2025 → Feb 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (13 biz days early)
Active: 47 biz days
🕐 Clock stopped: Completed (Feb 9, 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
23d
▶ Clock Running
Status: Scheduled
Jan 6 → Feb 9, 2026
23 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 47 of ? biz days used
Created: Dec 1, 2025 Completed: Feb 9, 2026
Show SLA Clock Detail (5 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 9 Scheduled ▶ Running 23 47
Feb 9 → Feb 9 Tech On Site ▶ Running 0 47
Dispatch 0.0d
Coordinators 48.4d
Field Work 2.0d
Billing 12.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
48.4 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
12.0 days
Over SLA
Created: Dec 1, 2025 Due: Feb 28, 2026 Completed: Feb 10, 2026 (18 days early)
📅
49.0 days Total Age
⏱️
25.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
59.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547634
6008154178
Closed
28V SYS-GC-7890-E Contract ends 04/18/2026 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. G4557A CN18370057 7697A Headspace Sampler, 111 Vial G4556-64014 HT18200007 111 Vial Model Tray G4514A CN18250066 7693A Tray, 150 Vial G4513A CN18360116 7693A Autoinjector 3440B US18373045 Agilent 7890B Series GC Custom
Priority
High
Origin
Web
Reason
New Case
Contact
DPT QC Metrology Team
Owner
Leona Coonrod
Created
Dec 1, 2025
Work Orders from this Case (2)
WO-01317628 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 1, 2025 • Closed: Feb 10, 2026
WO-01317630 Invoiced
EOQ • Jose Gutierrez
Created: Dec 1, 2025 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 255 days old
🚨
Primary Delay 25.0 days stuck in "Assigned"
⏱️
Total Delay 59.1 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
23.4d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
1.2d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
12.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez ARP to site is 12 miles. Zone 1
🔧 Work Performed
Performed 7890B GC and 7697A headspace preventive maintenance per ACE task list working instructions in preparation for OQ delivery following afterward. All PM tests passed.
⚠️ Problem Description
28V SYS-GC-7890-E Contract ends 04/18/2026 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. G4557A CN18370057 7697A Headspace Sampler, 111 Vial G4556-64014 HT18200007 111 Vial Model Tray G4514A CN18250066 7693A Tray, 150 Vial G4513A CN18360116 7693A Autoinjector 3440B US18373045 Agilent 7890B Series GC Custom
📄 Description
Agilent 7890B Series GC Custom
📞 Call Description
FEB 2026 GC PM

Timeline

📞
▶
4 Case Linked Dec 1, 11:14 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01317628
Type: Preventive Maintenance
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
🚨 25.0 business days
🗓️
▶
2 Status: Scheduled Jan 6, 3:53 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-02-09T15:00:00.000+0000
🚨 24.0 business days
🔧
Status: Tech On Site by Jose Gutierrez Feb 9, 10:59 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 33d 19h
⏱️
2x Labor Added Feb 9, 4:51 PM
Type: Labor
Status: Open
Qty: 0.25, 4
🚗
▶
3 8x Travel Added Feb 9, 4:57 PM
8x Travel Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.25
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site
To: Completed
Duration in Previous: 6h 2m
🏁
Status: Closed by Jose Gutierrez Feb 10, 10:59 AM
From: Completed
To: Closed
Duration in Previous: 17h 58m
⏳ 3.0 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 12, 8:19 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 21h
🚨 11.8 business days
📨
▶
3 Status: Invoice Pending Mar 2, 6:40 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255302
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m

Bottlenecks

Assigned
Duration: 25.0 business days (threshold: 4.0 business hours)
Exceeded by 24.5 business days
Scheduled
Duration: 23.4 business days (threshold: 2.0 business days)
Exceeded by 21.4 business days
Completed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days

🔗 Related Artifacts

📞
Case 00547634
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Feb 9, 10:00 AM
Created
Dec 1, 11:15 AM
Invoice #
SM-255302

Work Details (11)

Name Type Status Qty Amount Date
WL-03098068 Labor Open 0.25 $0.00 Feb 9, 4:51 PM
WL-03098069 Labor Open 4 $456.00 Feb 9, 4:51 PM
WL-03098081 Travel Open 3 $180.00 Feb 9, 4:57 PM
WL-03098082 Travel Open 7 $0.00 Feb 9, 4:57 PM
WL-03098083 Parts Open 1 $0.00 Feb 9, 4:57 PM
WL-03098084 Parts Open 1 $0.00 Feb 9, 4:57 PM
WL-03098085 Parts Open 1 $0.00 Feb 9, 4:57 PM
WL-03098086 Parts Open 1 $0.00 Feb 9, 4:57 PM
WL-03098087 Parts Open 1 $0.00 Feb 9, 4:57 PM
WL-03098088 Parts Open 1 $0.00 Feb 9, 4:57 PM
WL-03098090 Labor Open 0.25 $0.00 Feb 9, 4:59 PM

Details