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WO-01317630 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Dec 1, 2025 → Feb 10, 2026

✅ Completed
PC Per client agreement
Target: Feb 28, 2026
🕐 Clock stopped: Completed (Feb 10)
✓ SLA Met (18d early)
Dispatch 0.0d
Coordinators 52.4d
Field Work 1.3d
Billing 13.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
52.4 days
Over SLA
Field Work
1.3 days
Billing
13.0 days
Over SLA
Created: Dec 1, 2025 Due: Feb 28, 2026 Completed: Feb 11, 2026 (17 days early)
📅
52.4 days Total Age
⏱️
27.0d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
62.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 9, 2026
Visit 2 Feb 10, 2026

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 Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 1, 2025 • Closed: Feb 10, 2026
WO-01317630 (current) Invoiced
EOQ • Jose Gutierrez
Created: Dec 1, 2025 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 164 days old
🚨
Primary Delay 27.0 days stuck in "Assigned"
⏱️
Total Delay 62.9 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
27.0d / 0.5d SLA
Scheduled
25.4d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
13.0d / 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 EOQ per GC.02.52 protocol. All tests passed. 1 deviation on one of the scouting runs due to transcription error.
⚠️ 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 EOQ

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-01317630
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
🚨 27.0 business days
🗓️
▶
2 Status: Scheduled Jan 6, 3:54 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-02-10T15:00:00.000+0000
🚨 26.0 business days
🔧
Status: Tech On Site by Jose Gutierrez Feb 10, 12:04 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 34d 20h
⏱️
▶
2 Labor Added Feb 10, 2:35 PM
Labor Added → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.25, 4, 3
✔️
Status: Completed by Jose Gutierrez Feb 10, 2:57 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 52m
🏁
Status: Closed by Jose Gutierrez Feb 10, 10:39 PM
From: Completed
To: Closed
Duration in Previous: 7h 41m
⏳ 2.2 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 12, 8:22 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 9h
🚨 12.8 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: 27.0 business days (threshold: 4.0 business hours)
Exceeded by 26.5 business days
Scheduled
Duration: 25.4 business days (threshold: 2.0 business days)
Exceeded by 23.4 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 13.0 business days (threshold: 1.0 business days)
Exceeded by 12.0 business days

🔗 Related Artifacts

📞
Case 00547634
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Feb 10, 10:00 AM
Created
Dec 1, 11:16 AM
Invoice #
SM-255302

Work Details (6)

Name Type Status Qty Amount Date
WL-03099332 Labor Open 1.5 $0.00 Feb 10, 2:35 PM
WL-03099340 Labor Open 0.25 $0.00 Feb 10, 2:39 PM
WL-03099341 Labor Open 4 $855.00 Feb 10, 2:39 PM
WL-03099342 Labor Open 0.25 $0.00 Feb 10, 2:39 PM
WL-03099350 Travel Open 3 $180.00 Feb 10, 2:40 PM
WL-03099351 Travel Open 3 $0.00 Feb 10, 2:40 PM

Details