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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01326604 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Lily of The Desert Nutraceuticals — 1990 Lakepointe Dr, Lewisville TX, 75057

Dec 15, 2025 → Feb 19, 2026

✅ Completed
PC Per client agreement
Target: Feb 28, 2026
🕐 Clock stopped: Completed (Feb 20)
✓ SLA Met (8d early)
Dispatch 0.0d
Coordinators 48.4d
Field Work 2.4d
Billing 9.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
48.4 days
Over SLA
Field Work
2.4 days
Over SLA
Billing
9.2 days
Over SLA
Created: Dec 15, 2025 Due: Feb 28, 2026 Completed: Feb 20, 2026 (8 days early)
📅
49.0 days Total Age
⏱️
37.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
56.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

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🎫
Case #00551728
6008268559
Closed
28U SYS-GC-7890 Contract ends 12/18/2026 repair included PM / EOQ G4513A CN20170271 7693A Autoinjector G3440B US20273010 Agilent 7890B Series GC Custom G4514A RO20130176 7693A Tray, 150 Vial
Priority
High
Origin
Web
Reason
New Case
Contact
Ashley Lennox
Owner
Leona Coonrod
Created
Dec 15, 2025
Work Orders from this Case (2)
WO-01326604 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Dec 15, 2025 • Closed: Feb 19, 2026
WO-01326605 Invoiced
EOQ • Maria Davis
Created: Dec 15, 2025 • Closed: Feb 19, 2026
Completed with significant delays
Invoiced • 150 days old
🚨
Primary Delay 37.0 days stuck in "Scheduled"
⏱️
Total Delay 56.7 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
9.6d / 0.5d SLA
Scheduled
37.0d / 2.0d SLA
Reschedule
1.8d / 2.0d SLA
Tech On Site
2.4d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
9.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/18 Google map was used to calculate zone. 1st call of today. WO will be closed when results are review by customer. MD


Please assign to Maria Davis ARP to site is 63 miles. Zone 2

🔧 Work Performed
02/19/2026 PM session was finalized and reviewed by customer. Session was committed. 02/18/2026 ACE 3.X session was created. GC PM was performed per Agilent. GC cooled down and parts were replaced. All tests passed.
⚠️ Problem Description
28U SYS-GC-7890 Contract ends 12/18/2026 repair included PM / EOQ G4513A CN20170271 7693A Autoinjector G3440B US20273010 Agilent 7890B Series GC Custom G4514A RO20130176 7693A Tray, 150 Vial
📄 Description
Agilent 7890B Series GC Custom
📞 Call Description
FEB 2026 GC PM

Timeline

📞
Case Linked Dec 15, 1:30 PM
Case Number: 00551728
Subject: 6008268559
Status: Closed
📋
▶
3 Work Order Created Dec 15, 1:53 PM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
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: Maria Davis
🚨 10.0 business days
🗓️
▶
2 Status: Scheduled Dec 28, 9:37 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-02-17T17:00:00.000+0000
🚨 37.0 business days
🔄
Status: Reschedule by Maria Davis Feb 17, 12:51 PM
From: Scheduled
To: Reschedule
Duration in Previous: 51d 3h
🗓️
▶
2 Status: Scheduled Feb 18, 10:13 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-02-18T15:30:00.000+0000
🚗
11x Travel Added Feb 18, 1:05 PM
Type: Travel, Parts
Status: Open
Qty: 65, 1, 2
⏱️
3x Labor Added Feb 18, 8:58 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 3, 72
⏱️
Labor Added Feb 18, 9:05 PM
Type: Labor
Status: Open
Qty: 3
⏳ 1.4 business days
✔️
Status: Completed by Maria Davis Feb 19, 9:59 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1d 11h, 0m
⏳ 4.2 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 25, 7:42 AM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 9h
⚠️ 9.0 business days
📨
▶
3 Status: Invoice Pending Mar 9, 9:34 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-256046
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 9.6 business days (threshold: 4.0 business hours)
Exceeded by 9.1 business days
Scheduled
Duration: 37.0 business days (threshold: 2.0 business days)
Exceeded by 35.0 business days
Tech On Site
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 9.2 business days (threshold: 1.0 business days)
Exceeded by 8.2 business days

🔗 Related Artifacts

📞
Case 00551728
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Feb 18, 10:30 AM
Created
Dec 15, 1:53 PM
Invoice #
SM-256046

Work Details (15)

Name Type Status Qty Amount Date
WL-03110374 Travel Open 65 $359.00 Feb 18, 1:05 PM
WL-03110375 Parts Open 1 $0.00 Feb 18, 1:05 PM
WL-03110376 Parts Open 2 $0.00 Feb 18, 1:05 PM
WL-03110377 Parts Open 1 $0.00 Feb 18, 1:05 PM
WL-03110378 Parts Open 1 $0.00 Feb 18, 1:05 PM
WL-03110379 Parts Open 1 $0.00 Feb 18, 1:05 PM
WL-03110380 Parts Open 1 $0.00 Feb 18, 1:05 PM
WL-03110381 Parts Open 1 $0.00 Feb 18, 1:05 PM
WL-03110382 Parts Open 1 $0.00 Feb 18, 1:05 PM
WL-03110383 Parts Open 1 $0.00 Feb 18, 1:05 PM
WL-03110384 Parts Open 1 $0.00 Feb 18, 1:05 PM
WL-03111345 Labor Open 2.5 $0.00 Feb 18, 8:58 PM
WL-03111346 Labor Open 3 $285.00 Feb 18, 8:58 PM
WL-03111348 Travel Open 72 $0.00 Feb 18, 8:58 PM
WL-03111356 Labor Open 3 $0.00 Feb 18, 9:05 PM

Details