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WO-01326605 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • 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: Tech Off Site (Feb 20)
✓ SLA Met (8d early)
Dispatch 0.0d
Coordinators 48.7d
Field Work 2.4d
Billing 9.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
48.7 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)
📅
49.2 days Total Age
⏱️
37.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
56.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 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 Maria Davis — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 18, 2026
Visit 2 Feb 19, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
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 Invoiced
Preventive Maintenance • Maria Davis
Created: Dec 15, 2025 • Closed: Feb 19, 2026
WO-01326605 (current) 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
37.3d / 2.0d SLA
Reschedule
1.8d / 2.0d SLA
Tech On Site
2.3d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 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

02/19 Google map was used to calculate zone.

Minimum use with open LAB CDS, I had issues while working with ACE. Spent more than hour to figure this out.

MD


02/18 2nd call. Travel, mileage and zone re on WO-01326604. MD



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

🔧 Work Performed
02/19/2026 EEOQ was finished. All tests passed. Results were reviewed by customer. Session was signed off and committed. No deviations. Customer's method was loaded, column was installed and stabilized for some time and blank was run. GC is back in operation. 02/18/2026 ACE 3.x session was created. EEOQ Started, Column was installed
⚠️ 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 EOQ

Timeline

📞
Case Linked Dec 15, 1:30 PM
Case Number: 00551728
Subject: 6008268559
Status: Closed
📋
▶
3 Work Order Created Dec 15, 1:54 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, 9:40 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-02-17T09:00:00.000+0000
🚨 37.0 business days
🔄
Status: Reschedule by Maria Davis Feb 17, 12:50 PM
From: Scheduled
To: Reschedule
Duration in Previous: 51d 3h
🗓️
▶
2 Status: Scheduled Feb 18, 10:16 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-02-18T08:00:00.000+0000
📅
▶
2 Dispatch Scheduled Feb 18, 12:50 PM
Dispatch Scheduled → Status: Tech On Site
🔧
Status: Tech On Site by Maria Davis
From: Scheduled
To: Tech On Site
Duration in Previous: 2h 33m
⏱️
▶
2 Labor Added Feb 18, 9:03 PM
Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 1.4 business days
🚗
3x Travel Added Feb 19, 9:29 PM
Type: Travel, Labor
Status: Open
Qty: 64, 70, 3
⏱️
3x Labor Added Feb 19, 10:55 PM
Type: Labor, Expenses
Status: Open
Qty: 6, 3, 1
🚗
Status: Tech Off Site by Maria Davis Feb 19, 11:33 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1d 10h
✔️
▶
2 Status: Completed Feb 19, 11:40 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Maria Davis
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 4.0 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 25, 7:45 AM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 8h
⚠️ 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: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 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
EOQ
Branch
N/A
Technician
Maria Davis
Scheduled
Feb 18, 3:00 PM
Created
Dec 15, 1:54 PM
Invoice #
SM-256046

Work Details (8)

Name Type Status Qty Amount Date
WL-03111353 Labor Open 3.5 $0.00 Feb 18, 9:03 PM
WL-03111357 Expenses Open 1 $0.00 Feb 18, 9:06 PM
WL-03113217 Travel Open 64 $359.00 Feb 19, 9:29 PM
WL-03113218 Travel Open 70 $0.00 Feb 19, 9:29 PM
WL-03113216 Labor Open 3 $0.00 Feb 19, 9:29 PM
WL-03113295 Labor Open 6 $684.00 Feb 19, 10:55 PM
WL-03113296 Labor Open 3 $0.00 Feb 19, 10:55 PM
WL-03113297 Expenses Open 1 $0.00 Feb 19, 10:55 PM

Details