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WO-01326792 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 16, 2025 → Feb 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (14 biz days early)
Active: 35 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
▶ Clock Running
Status: Created
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
27d
▶ Clock Running
Status: Assigned
Dec 16 → Jan 27, 2026
27 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 27 of ? biz days used
7d
▶ Clock Running
Status: Reschedule
Jan 27 → Feb 5, 2026
7 business days (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 5 → Feb 5, 2026
0 business days (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 35 of ? biz days used
Created: Dec 16, 2025 Completed: Feb 6, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Dec 16 → Dec 16 Created ▶ Running 0 0
Dec 16 → Dec 16 Ready for Scheduling ▶ Running 0 0
Dec 16 → Jan 27 Assigned ▶ Running 27 27
Jan 27 → Jan 27 Scheduled ▶ Running 0 27
Jan 27 → Jan 27 Tech On Site ▶ Running 0 27
Jan 27 → Feb 5 Reschedule ▶ Running 7 34
Feb 5 → Feb 5 Scheduled ▶ Running 0 34
Feb 5 → Feb 6 Tech On Site ▶ Running 1 35
Dispatch 0.0d
Coordinators 35.2d
Field Work 1.4d
Billing 15.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
35.2 days
Over SLA
Field Work
1.4 days
Billing
15.2 days
Over SLA
Created: Dec 16, 2025 Due: Feb 28, 2026 Completed: Feb 6, 2026 (22 days early)
📅
35.0 days Total Age
⏱️
27.6d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
46.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 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 Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 5, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552162
6008293176
Closed
28U SYS-GC-8890-E Contract ends 04/18/2026 repair included PM / EOQ G4513A RO21245017 7693A Autoinjector G4514A RO21157024 7693A Tray, 150 Vial G4560A HT21213011 7697A Upgrade from 12 to 111 Vial G3449A 000000000021160006 8890/60 Tfr Line Interface Accy (XLSI) G4557A US21300009 7697A Headspace Sampler, 111 Vial G3540A US2129A017 Agilent 8890 GC System Custom
Priority
High
Origin
Web
Reason
New Case
Contact
Sergio J. Montez
Owner
Leona Coonrod
Created
Dec 16, 2025
Work Orders from this Case (2)
WO-01326792 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 16, 2025 • Closed: Feb 5, 2026
WO-01326793 Invoiced
EOQ • Jose Gutierrez
Created: Dec 16, 2025 • Closed: Feb 8, 2026
Completed with significant delays
Invoiced • 240 days old
🚨
Primary Delay 27.6 days stuck in "Assigned"
⏱️
Total Delay 46.7 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
27.6d / 0.5d SLA
Tech On Site
1.4d / 1.0d SLA
Reschedule
7.4d / 2.0d SLA
Scheduled
0.2d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
15.2d / 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 20 miles. Zone 1
🔧 Work Performed
Performed 8890 GC and 7697A headspace sampler preventive maintenance per ACE task list working instructions in preparation for OQ delivery following afterward. All PM tests passed.
⚠️ Problem Description
28U SYS-GC-8890-E Contract ends 04/18/2026 repair included PM / EOQ G4513A RO21245017 7693A Autoinjector G4514A RO21157024 7693A Tray, 150 Vial G4560A HT21213011 7697A Upgrade from 12 to 111 Vial G3449A 000000000021160006 8890/60 Tfr Line Interface Accy (XLSI) G4557A US21300009 7697A Headspace Sampler, 111 Vial G3540A US2129A017 Agilent 8890 GC System Custom
📄 Description
Agilent - 8890 GC System Custom
📞 Call Description
FEB 2026 GC PM

Timeline

📞
▶
4 Case Linked Dec 16, 1:55 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01326792
Type: Preventive Maintenance
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: Jose Gutierrez
🚨 28.0 business days
🗓️
▶
2 Status: Scheduled Jan 27, 10:51 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-01-27T15:00:00.000+0000
🔄
Status: Reschedule by Jose Gutierrez Jan 27, 4:05 PM
From: Tech On Site
To: Reschedule
Duration in Previous: 5h 13m
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Feb 5, 1:38 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-02-05T15:00:00.000+0000
🔧
Status: Tech On Site by Jose Gutierrez Feb 5, 3:24 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1h 46m
⏱️
▶
2 3x Labor Added Feb 5, 5:34 PM
3x Labor Added → 7x Travel Added
🚗
7x Travel Added
Type: Travel, Parts
Status: Open
Qty: 13
✔️
▶
2 Status: Completed Feb 5, 9:38 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Jose Gutierrez
From: Completed
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Hannah Shaw Feb 6, 5:37 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 57m
🚨 15.6 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: 27.6 business days (threshold: 4.0 business hours)
Exceeded by 27.1 business days
Reschedule
Duration: 7.4 business days (threshold: 2.0 business days)
Exceeded by 5.4 business days
Ready to Bill
Duration: 15.2 business days (threshold: 1.0 business days)
Exceeded by 14.2 business days

🔗 Related Artifacts

📞
Case 00552162
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Feb 5, 10:00 AM
Created
Dec 16, 1:56 PM
Invoice #
SM-255302

Work Details (10)

Name Type Status Qty Amount Date
WL-03093925 Labor Open 0.5 $0.00 Feb 5, 5:34 PM
WL-03093926 Labor Open 5 $456.00 Feb 5, 5:34 PM
WL-03093927 Labor Open 0.5 $0.00 Feb 5, 5:34 PM
WL-03093933 Travel Open 13 $180.00 Feb 5, 5:36 PM
WL-03093934 Travel Open 13 $0.00 Feb 5, 5:36 PM
WL-03093935 Parts Open 1 $0.00 Feb 5, 5:36 PM
WL-03093936 Parts Open 1 $0.00 Feb 5, 5:36 PM
WL-03093937 Parts Open 1 $0.00 Feb 5, 5:36 PM
WL-03093938 Parts Open 1 $0.00 Feb 5, 5:36 PM
WL-03093939 Parts Open 1 $0.00 Feb 5, 5:36 PM

Details