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WO-01326793 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Dec 16, 2025 → Feb 8, 2026

✅ Completed
PC Per client agreement
Target: Feb 28, 2026
🕐 Clock stopped: Completed (Feb 9)
✓ SLA Met (19d early)
Dispatch 0.0d
Coordinators 40.6d
Billing 13.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
40.6 days
Over SLA
Billing
13.0 days
Over SLA
Created: Dec 16, 2025 Due: Feb 28, 2026 Completed: Feb 9, 2026 (19 days early)
📅
38.9 days Total Age
⏱️
30.6d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
50.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 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
Visit 2 Feb 6, 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 Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 16, 2025 • Closed: Feb 5, 2026
WO-01326793 (current) Invoiced
EOQ • Jose Gutierrez
Created: Dec 16, 2025 • Closed: Feb 8, 2026
Completed with significant delays
Invoiced • 149 days old
🚨
Primary Delay 30.6 days stuck in "Assigned"
⏱️
Total Delay 50.4 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
30.6d / 0.5d SLA
Scheduled
2.6d / 2.0d SLA
Reschedule
7.3d / 2.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
13.0d / 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 EOQ per GC.02.52 protocol. All tests passed. No deviations.
⚠️ 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 EOQ

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-01326793
Type: EOQ
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
🚨 31.0 business days
🗓️
▶
2 Status: Scheduled Jan 27, 10:52 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-01-28T15:00:00.000+0000
🔄
Status: Reschedule by Jose Gutierrez Jan 27, 4:36 PM
From: Scheduled
To: Reschedule
Duration in Previous: 5h 44m
⚠️ 7.9 business days
📅
▶
2 Dispatch Scheduled Feb 5, 1:39 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jose Gutierrez
From: Reschedule
To: Scheduled
Duration in Previous: 8d 21h
⏱️
Labor Added Feb 5, 9:39 PM
Type: Labor
Status: Open
Qty: 1.5
⏱️
2x Labor Added Feb 6, 5:29 PM
Type: Labor
Status: Open
Qty: 0.5, 4.5
⏳ 0.8 business days
⏱️
▶
2 3x Labor Added Feb 8, 8:53 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 3d 7h, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 12, 8:11 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 11h
🚨 12.8 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: 30.6 business days (threshold: 4.0 business hours)
Exceeded by 30.1 business days
Reschedule
Duration: 7.3 business days (threshold: 2.0 business days)
Exceeded by 5.3 business days
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 13.0 business days (threshold: 1.0 business days)
Exceeded by 12.0 business days

🔗 Related Artifacts

📞
Case 00552162
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Feb 6, 10:00 AM
Created
Dec 16, 1:56 PM
Invoice #
SM-255302

Work Details (6)

Name Type Status Qty Amount Date
WL-03094382 Labor Open 1.5 $0.00 Feb 5, 9:39 PM
WL-03095995 Labor Open 0.5 $0.00 Feb 6, 5:29 PM
WL-03095996 Labor Open 4.5 $855.00 Feb 6, 5:29 PM
WL-03097099 Labor Open 0.5 $0.00 Feb 8, 8:53 PM
WL-03097100 Travel Open 13 $180.00 Feb 8, 8:54 PM
WL-03097101 Travel Open 13 $0.00 Feb 8, 8:54 PM

Details