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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01326687 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

📍 DPT LABORATORIES — 3300 RESEARCH PLAZA, San Antonio TX, 78235

Dec 16, 2025 → Jan 23, 2026

✅ Completed
PC Per client agreement
Target: Jan 31, 2026
🕐 Clock stopped: Completed (Jan 23)
✓ SLA Met (8d early)
Dispatch 0.0d
Coordinators 30.0d
Field Work 2.0d
Billing 9.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
30.0 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
9.2 days
Over SLA
Created: Dec 16, 2025 Due: Jan 31, 2026 Completed: Jan 23, 2026 (8 days early)
📅
29.0 days Total Age
⏱️
19.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
34.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
16 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 12, 2026
Visit 2 Jan 13, 2026
Visit 3 Jan 14, 2026
Visit 4 Jan 22, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00551961
6008179615
Closed
28U SYS-LC-1260 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. G1314B DEAAU03501 1260 Variable Wavelength Detector VL G1311B DEAB708622 1260 Quaternary Pump G1329B DEAAC22610 1260 Standard Autosampler G1316A DEACN24273 1260 Thermostatted Column Compartment G1330B DEBAK16477 1290 Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Suzell Flores
Owner
Leona Coonrod
Created
Dec 16, 2025
Work Orders from this Case (2)
WO-01326686 Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 16, 2025 • Closed: Jan 13, 2026
WO-01326687 (current) Invoiced
EOQ • Jose Gutierrez
Created: Dec 16, 2025 • Closed: Jan 23, 2026
Completed with significant delays
Invoiced • 149 days old
🚨
Primary Delay 19.0 days stuck in "Scheduled"
⏱️
Total Delay 34.7 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
27.0d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.8d / 1.0d SLA
Ready to Bill
9.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TRAVEL 1/12 ON WO-01326686

1/23/26 CDempsey- contacting Jose about this past scheduled wo.

1/15/26 CDempsey- Contacting Jose about past scheduled wo.

Please assign to Jose Gutierrez ARP to site is 20 miles. Zone 1

🔧 Work Performed
Performed EOQ per LC.02.66 protocol. All tests passed. Multiple deviations following failed tests and repairs. More information can be found in EQR.
⚠️ Problem Description
28U SYS-LC-1260 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. G1314B DEAAU03501 1260 Variable Wavelength Detector VL G1311B DEAB708622 1260 Quaternary Pump G1329B DEAAC22610 1260 Standard Autosampler G1316A DEACN24273 1260 Thermostatted Column Compartment G1330B DEBAK16477 1290 Thermostat
📄 Description
1260 Quaternary Pump
📞 Call Description
JAN 2026 LC EOQ

Timeline

📞
▶
5 Case Linked Dec 16, 8:27 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned → Status: Assigned
📋
Work Order Created
Work Order: WO-01326687
Type: EOQ
Priority: PC
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
Technician Assigned by Leona Coonrod
Technician: Jose Gutierrez
👷
Status: Assigned by Leona Coonrod
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
⏳ 2.9 business days
🗓️
▶
2 Status: Scheduled Dec 18, 7:21 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-01-13T15:00:00.000+0000
🚨 18.0 business days
⏱️
Labor Added Jan 12, 4:52 PM
Type: Labor
Status: Open
Qty: 2.5
🔧
Status: Tech On Site by Jose Gutierrez Jan 13, 10:19 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 26d 2h
🗓️
Status: Scheduled by Jose Gutierrez Jan 14, 10:18 AM
From: Tech On Site
To: Scheduled
Duration in Previous: 23h 58m
⏱️
▶
2 3x Labor Added Jan 14, 9:25 PM
3x Labor Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.5, 2
📅
Dispatch Scheduled by Jose Gutierrez Jan 15, 9:02 PM
Scheduled For: 2026-01-26T15:00:00.000+0000
⏳ 4.4 business days
📅
Dispatch Scheduled by Jose Gutierrez Jan 21, 10:08 PM
Scheduled For: 2026-01-22T15:00:00.000+0000
⏱️
Labor Added Jan 22, 2:48 PM
Type: Labor
Status: Open
Qty: 0.5
⏱️
2x Labor Added Jan 22, 8:32 PM
Type: Labor
Status: Open
Qty: 3, 0.5
🚗
6x Travel Added Jan 22, 8:46 PM
Type: Travel
Status: Open
Qty: 13
✔️
▶
2 Status: Completed Jan 23, 11:00 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Jose Gutierrez
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Hannah Shaw Jan 23, 5:24 PM
From: Closed
To: Ready to Bill
Duration in Previous: 6h 22m
⚠️ 9.8 business days
📨
▶
3 Status: Invoice Pending Feb 5, 1:11 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-253062
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 19.0 business days (threshold: 2.0 business days)
Exceeded by 17.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Ready to Bill
Duration: 9.2 business days (threshold: 1.0 business days)
Exceeded by 8.2 business days

🔗 Related Artifacts

📞
Case 00551961
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Jan 22, 10:00 AM
Created
Dec 16, 8:29 AM
Invoice #
SM-253062

Work Details (16)

Name Type Status Qty Amount Date
WL-03062177 Labor Open 2.5 $0.00 Jan 12, 4:52 PM
WL-03065617 Labor Open 0.5 $0.00 Jan 14, 9:25 PM
WL-03065618 Labor Open 7 $0.00 Jan 14, 9:25 PM
WL-03065619 Labor Open 0.5 $0.00 Jan 14, 9:25 PM
WL-03065620 Labor Open 0.5 $0.00 Jan 14, 9:27 PM
WL-03065621 Labor Open 2 $0.00 Jan 14, 9:27 PM
WL-03065622 Labor Open 0.5 $0.00 Jan 14, 9:27 PM
WL-03075256 Labor Open 0.5 $0.00 Jan 22, 2:48 PM
WL-03076033 Labor Open 3 $798.00 Jan 22, 8:32 PM
WL-03076034 Labor Open 0.5 $0.00 Jan 22, 8:32 PM
WL-03076062 Travel Open 13 $180.00 Jan 22, 8:46 PM
WL-03076063 Travel Open 13 $0.00 Jan 22, 8:46 PM
WL-03076064 Travel Open 13 $180.00 Jan 22, 8:46 PM
WL-03076065 Travel Open 13 $0.00 Jan 22, 8:46 PM
WL-03076066 Travel Open 13 $180.00 Jan 22, 8:46 PM
WL-03076067 Travel Open 13 $0.00 Jan 22, 8:46 PM

Details