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WO-01327367 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 19, 2025 → Feb 17, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (7 biz days early)
Active: 39 biz days
🕐 Clock stopped: Completed (Feb 18, 2026)
▶ Clock Running
Status: Created
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: Assigned
Dec 19 → Jan 7, 2026
11 business days (counted)
Running total: 11 of ? biz days used
27d
▶ Clock Running
Status: Scheduled
Jan 7 → Feb 17, 2026
27 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 18, 2026
1 business day (counted)
Running total: 39 of ? biz days used
Created: Dec 19, 2025 Completed: Feb 18, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 19 → Dec 19 Created ▶ Running 0 0
Dec 19 → Dec 19 Ready for Scheduling ▶ Running 0 0
Dec 19 → Jan 7 Assigned ▶ Running 11 11
Jan 7 → Feb 17 Scheduled ▶ Running 27 38
Feb 17 → Feb 18 Tech On Site ▶ Running 1 39
Dispatch 0.0d
Coordinators 40.0d
Field Work 1.2d
Billing 15.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
40.0 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
15.4 days
Over SLA
Created: Dec 19, 2025 Due: Feb 28, 2026 Completed: Feb 18, 2026 (10 days early)
📅
39.2 days Total Age
⏱️
28.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
49.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553067
6008272785
Closed
38V SYS-LC-1260II Contract ends 12/31/2026 repair included PMPLUS / 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. G7111B DEAEV00613 1260 Infinity II Quaternary Pump G7116A DEAEM01660 1260 Infinity II Multicolumn Thermostat G7167A DEAGX00127 1260 Infinity II Multisampler G7117C DEAEK02467 1260 Infinity II Diode Array Detector HS
Priority
High
Origin
Web
Reason
New Case
Contact
Eric Shields
Owner
Leona Coonrod
Created
Dec 19, 2025
Work Orders from this Case (2)
WO-01327367 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 19, 2025 • Closed: Feb 17, 2026
WO-01327368 Invoiced
EOQ • Jose Gutierrez
Created: Dec 19, 2025 • Closed: Feb 23, 2026
Completed with significant delays
Invoiced • 237 days old
🚨
Primary Delay 28.0 days stuck in "Scheduled"
⏱️
Total Delay 49.1 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
12.0d / 0.5d SLA
Scheduled
28.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Closed
0.4d / 1.0d SLA
Billing Review
6.0d / 2.0d SLA
Ready to Bill
9.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2.18.26 hshaw - moved WO to BR, waiting for mService to close

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

🔧 Work Performed
Performed LC preventive maintenance per ACE task list working instructions in preparation for EOQ delivery following afterward.
⚠️ Problem Description
SYS-LC-1260II PM
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
FEB 2026 LC PMPLUS

Timeline

📞
▶
4 Case Linked Dec 19, 9:18 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01327367
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: a0h8Y00000JjDuFQAV, Jose Gutierrez
🚨 12.0 business days
🗓️
▶
2 Status: Scheduled Jan 7, 8:43 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-02-16T15:00:00.000+0000
📅
Dispatch Scheduled by Jose Gutierrez Jan 7, 9:18 AM
Scheduled For: 2026-02-17T15:00:00.000+0000
🚨 28.0 business days
🔧
Status: Tech On Site by Jose Gutierrez Feb 17, 10:35 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 41d 1h
⏱️
▶
2 3x Labor Added Feb 17, 7:38 PM
3x Labor Added → 7x Parts Added
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: 1
🚗
2x Travel Added Feb 17, 7:43 PM
Type: Travel
Status: Open
Qty: 13
✔️
Status: Completed by Jose Gutierrez Feb 17, 8:21 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 46m, 0m
🔩
▶
2 Parts Added Feb 17, 11:11 PM
Parts Added → Status: Billing Review
💵
Status: Billing Review by Hannah Shaw
From: Closed
To: Billing Review
Duration in Previous: 2h 50m
⚠️ 6.1 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 25, 8:20 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 7d 9h
⚠️ 6.0 business days
💵
▶
2 Status: Billing Review Mar 4, 8:50 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 2m
⏳ 3.4 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: 12.0 business days (threshold: 4.0 business hours)
Exceeded by 11.5 business days
Scheduled
Duration: 28.0 business days (threshold: 2.0 business days)
Exceeded by 26.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Billing Review
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Ready to Bill
Duration: 6.2 business days (threshold: 1.0 business days)
Exceeded by 5.2 business days
Ready to Bill
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00553067
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Feb 17, 10:00 AM
Created
Dec 19, 9:21 AM
Invoice #
SM-256046

Work Details (13)

Name Type Status Qty Amount Date
WL-03109414 Labor Open 0.5 $0.00 Feb 17, 7:38 PM
WL-03109415 Labor Open 6.5 $456.00 Feb 17, 7:38 PM
WL-03109416 Labor Open 0.5 $0.00 Feb 17, 7:38 PM
WL-03109424 Parts Open 1 $0.00 Feb 17, 7:42 PM
WL-03109425 Parts Open 1 $0.00 Feb 17, 7:42 PM
WL-03109426 Parts Open 1 $0.00 Feb 17, 7:42 PM
WL-03109427 Parts Open 1 $0.00 Feb 17, 7:42 PM
WL-03109421 Parts Open 1 $0.00 Feb 17, 7:42 PM
WL-03109422 Parts Open 1 $0.00 Feb 17, 7:42 PM
WL-03109423 Parts Open 1 $0.00 Feb 17, 7:42 PM
WL-03109436 Travel Open 13 $180.00 Feb 17, 7:43 PM
WL-03109437 Travel Open 13 $0.00 Feb 17, 7:43 PM
WL-03109759 Parts Open 1 $0.00 Feb 17, 11:11 PM

Details