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WO-01324500 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Preventive Maintenance • PSM

📍 FEI Co — 5350 NE Dawson Creek Dr, Hillsboro OR, 97124

Dec 9, 2025 → Jan 16, 2026

✅ Completed
PSM Last business day of December 2025
Target: Dec 31, 2025
🕐 Clock stopped: Tech Off Site (Jan 14)
⏸ 6d excluded (parts wait + holding)
✗ SLA Missed (7d late)
Dispatch 0.0d
Material Management 5.9d
Coordinators 21.2d
Field Work 4.5d
Billing 7.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.9 days
Over SLA
Coordinators
21.2 days
Over SLA
Field Work
4.5 days
Over SLA
Billing
7.9 days
Over SLA
Created: Dec 9, 2025 Due: Jan 16, 2026 Completed: Jan 16, 2026 (on time)
📅
28.9 days Total Age
⏱️
15.4d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
27.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
23 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 12, 2026
Visit 2 Jan 13, 2026
Visit 3 Jan 15, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549754
6007563927 - FW: Service request
Closed
Note 12/08/2025 12:33:42 WIGEORGE entitled field pm; turbo
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ian MacLeod
Owner
Leona Coonrod
Created
Dec 8, 2025
Work Orders from this Case (1)
WO-01324500 (current) Invoiced
Preventive Maintenance • Kwame Cobb
Created: Dec 9, 2025 • Closed: Jan 16, 2026
Completed with significant delays
Invoiced • 156 days old
🚨
Primary Delay 15.4 days stuck in "Assigned"
⏱️
Total Delay 27.3 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
Awaiting Parts
5.9d / 3.0d SLA
Ready for Scheduling
0.6d / 1.0d SLA
Assigned
15.4d / 0.5d SLA
Scheduled
5.3d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Tech Off Site
3.0d / 2.0d SLA
Closed
0.9d / 1.0d SLA
Billing Review
0.3d / 2.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
5.7d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1.16.26 hshaw - missing receipts for most expenses

1-6 Mburris called spoke with Ian MacLeod and set appt 1-13 7am 

12/16/25 lcoornod No answer, cannot leave message, VM has not been set up. Sent another email to try to confirm parts.

12/11/25 lcoonrod sent email to confirm parts delivered.

way bill 886862502703 Tracking ID:886862502703 Delivered Wednesday, 12/10/25 at 10:47 AM Signed for by: J.Mercado

way bill 886854287544 Tracking ID:886854287544 Delivered Tuesday, 12/9/25 at 10:26 AM Signed for by: J.Mercado

way bill 886862502703 Delivered Wednesday, 12/10/25 at 10:47 AM Signed for by: J.Mercado

 


12/9/25 lcoonrod Parts have shipped.

way bill 886862502703 SCHEDULED DELIVERY DATE Wednesday 12/10/25 before 5:00 PM Estimated between 8:00 AM - 12:00 PM

way bill 886854287544 DELIVERY DATE Today Estimated between 8:00 AM - 12:00 PM

way bill 886862502703 SCHEDULED DELIVERY DATE Wednesday 12/10/25 before 5:00 PM Estimated between 8:00 AM - 12:00 PM

🔧 Work Performed
Completed Service Tasks: Inspection and Cleaning Performed a comprehensive inspection and cleaning of: Spectrometer Valve block Manifold Component Replacement: Replaced ion source and filaments Replaced turbo pump Installed new O-rings and seals where required System Verification: Verified integrity of the vacuum system Performed helium sensitivity check Completed full system calibration Calibrated Leak Maintenance: Replaced the calibrated leak Supplied ISO traceable certificate for the new calibrated leak
🔍 Technician Findings
As found: Unit in work shop.
⚠️ Problem Description
Note 12/08/2025 12:33:42 WIGEORGE entitled field pm; turbo
📄 Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Dec 8, 12:39 PM
Case Number: 00549754
Subject: 6007563927 - FW: Service request
Status: Closed
📋
▶
3 Work Order Created Dec 9, 11:26 AM
Work Order Created → 7x Parts Added → Status: Awaiting Parts
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Dec 16, 11:24 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 6d 23h
👷
▶
2 Technician Assigned Dec 16, 3:59 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 4h 35m
🚨 16.0 business days
🗓️
▶
2 Status: Scheduled Jan 6, 4:54 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-13T15:00:00.000+0000
⏳ 3.9 business days
💵
2x Expenses Added Jan 9, 12:57 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
▶
2 Status: Tech On Site Jan 13, 11:37 AM
Status: Tech On Site → 4x Travel Added
🚗
4x Travel Added
Type: Travel, Labor, Expenses
Status: Open
Qty: 980, 1, 25
⏱️
3x Labor Added Jan 13, 11:28 PM
Type: Labor
Status: Open
Qty: 1, 6
💵
▶
3 Expenses Added Jan 13, 11:55 PM
Expenses Added → Status: Tech Off Site → 2x Expenses Added
🚗
Status: Tech Off Site by Kwame Cobb
From: Tech On Site
To: Tech Off Site
Duration in Previous: 12h 20m
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 1.9 business days
💵
3x Expenses Added Jan 15, 7:31 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
Labor Added Jan 16, 9:47 AM
Type: Labor
Status: Open
Qty: 8
✔️
Status: Completed by Kwame Cobb Jan 16, 9:59 AM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 2d 10h, 0m
💵
Status: Billing Review by Hannah Shaw Jan 16, 4:51 PM
From: Closed
To: Billing Review
Duration in Previous: 6h 51m
⏳ 0.9 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Jan 18, 10:18 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 1d 17h
⏳ 2.0 business days
📨
Status: Invoice Pending by Hannah Shaw Jan 20, 1:43 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2d 3h
⚠️ 6.0 business days
💰
▶
2 Status: Invoiced Jan 27, 5:11 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-251734

Bottlenecks

Awaiting Parts
Duration: 5.9 business days (threshold: 3.0 business days)
Exceeded by 2.9 business days
Assigned
Duration: 15.4 business days (threshold: 4.0 business hours)
Exceeded by 14.9 business days
Scheduled
Duration: 5.3 business days (threshold: 2.0 business days)
Exceeded by 3.3 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Tech Off Site
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Invoice Pending
Duration: 5.7 business days (threshold: 2.0 business days)
Exceeded by 3.7 business days

🔗 Related Artifacts

📞
Case 00549754
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Jan 13, 10:00 AM
Created
Dec 9, 11:26 AM
Invoice #
SM-251734

Work Details (23)

Name Type Status Qty Amount Date
WL-03031284 Parts Open 1 $0.00 Dec 9, 11:30 AM
WL-03031285 Parts Open 1 $0.00 Dec 9, 11:30 AM
WL-03031283 Parts Open 1 $0.00 Dec 9, 11:30 AM
WL-03031286 Parts Open 1 $0.00 Dec 9, 11:30 AM
WL-03031287 Parts Open 1 $0.00 Dec 9, 11:30 AM
WL-03031288 Parts Open 1 $0.00 Dec 9, 11:30 AM
WL-03031289 Parts Open 1 $0.00 Dec 9, 11:30 AM
WL-03059566 Expenses Open 1 $663.99 Jan 9, 12:57 PM
WL-03059567 Expenses Open 1 $891.01 Jan 9, 12:57 PM
WL-03063023 Travel Open 980 $800.00 Jan 13, 11:41 AM
WL-03063020 Labor Open 9 $0.00 Jan 13, 11:41 AM
WL-03063022 Expenses Open 1 $50.00 Jan 13, 11:41 AM
WL-03063024 Travel Open 25 $150.00 Jan 13, 11:41 AM
WL-03064204 Labor Open 1 $0.00 Jan 13, 11:28 PM
WL-03064202 Labor Open 1 $0.00 Jan 13, 11:28 PM
WL-03064203 Labor Open 6 $541.00 Jan 13, 11:28 PM
WL-03064226 Expenses Open 1 $84.99 Jan 13, 11:55 PM
WL-03064231 Expenses Open 1 $34.00 Jan 13, 11:58 PM
WL-03064232 Expenses Open 1 $45.00 Jan 13, 11:58 PM
WL-03065820 Expenses Open 1 $173.89 Jan 15, 7:31 AM
WL-03065821 Expenses Open 1 $61.53 Jan 15, 7:31 AM
WL-03065822 Expenses Open 1 $45.00 Jan 15, 7:31 AM
WL-03067691 Labor Open 8 $0.00 Jan 16, 9:47 AM

Details