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WO-01327368 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Dec 19, 2025 → Feb 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (4 biz days early)
Active: 42 biz days
🕐 Clock stopped: Completed (Feb 23, 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
28d
▶ Clock Running
Status: Scheduled
Jan 7 → Feb 18, 2026
28 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 19, 2026
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 20 → Feb 23, 2026
1 business day (counted)
Running total: 42 of ? biz days used
Created: Dec 19, 2025 Completed: Feb 23, 2026
Show SLA Clock Detail (8 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 18 Scheduled ▶ Running 28 39
Feb 18 → Feb 19 Tech On Site ▶ Running 1 40
Feb 19 → Feb 19 Scheduled ▶ Running 0 40
Feb 19 → Feb 20 Tech On Site ▶ Running 1 41
Feb 20 → Feb 23 Scheduled ▶ Running 1 42
Dispatch 0.0d
Coordinators 43.1d
Field Work 3.4d
Billing 9.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
43.1 days
Over SLA
Field Work
3.4 days
Over SLA
Billing
9.2 days
Over SLA
Created: Dec 19, 2025 Due: Feb 28, 2026 Completed: Feb 23, 2026 (5 days early)
📅
43.0 days Total Age
⏱️
29.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
49.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
18 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 Feb 18, 2026
Visit 2 Feb 19, 2026
Visit 3 Feb 20, 2026
Visit 4 Feb 23, 2026

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 Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 19, 2025 • Closed: Feb 17, 2026
WO-01327368 (current) Invoiced
EOQ • Jose Gutierrez
Created: Dec 19, 2025 • Closed: Feb 23, 2026
Completed with significant delays
Invoiced • 237 days old
🚨
Primary Delay 29.0 days stuck in "Scheduled"
⏱️
Total Delay 49.9 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
31.1d / 2.0d SLA
Tech On Site
3.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.8d / 1.0d SLA
Ready to Bill
9.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
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 on the chromatographic tests: scouting run, noise and drift, gradient composition. More details are found in the EQR.
⚠️ Problem Description
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
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
FEB 2026 LC EOQ

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-01327368
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
🚨 12.0 business days
🗓️
▶
2 Status: Scheduled Jan 7, 8:44 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-02-17T15:00:00.000+0000
📅
Dispatch Scheduled by Jose Gutierrez Jan 7, 9:18 AM
Scheduled For: 2026-02-18T15:00:00.000+0000
🚨 29.0 business days
🔧
Status: Tech On Site by Jose Gutierrez Feb 18, 10:25 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 42d 1h
🗓️
Status: Scheduled by Jose Gutierrez Feb 19, 10:16 AM
From: Tech On Site
To: Scheduled
Duration in Previous: 23h 51m
🔧
▶
2 Status: Tech On Site Feb 19, 10:57 AM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 0.5, 6.5
⏱️
▶
2 3x Labor Added Feb 19, 10:19 PM
3x Labor Added → Status: Scheduled
🗓️
Status: Scheduled by Jose Gutierrez
From: Tech On Site
To: Scheduled
Duration in Previous: 11h 25m
⏳ 1.2 business days
⏱️
9x Labor Added Feb 20, 11:20 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 13
⏳ 1.1 business days
⏱️
3x Labor Added Feb 23, 12:15 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 1.5, 17
✔️
▶
2 Status: Completed Feb 23, 12:37 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Jose Gutierrez
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 3.0 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 25, 8:24 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 19h
⚠️ 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: 12.0 business days (threshold: 4.0 business hours)
Exceeded by 11.5 business days
Scheduled
Duration: 29.0 business days (threshold: 2.0 business days)
Exceeded by 27.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Closed
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days
Ready to Bill
Duration: 9.2 business days (threshold: 1.0 business days)
Exceeded by 8.2 business days

🔗 Related Artifacts

📞
Case 00553067
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Feb 18, 10:00 AM
Created
Dec 19, 9:22 AM
Invoice #
SM-256046

Work Details (18)

Name Type Status Qty Amount Date
WL-03111889 Labor Open 0.5 $0.00 Feb 19, 10:59 AM
WL-03111890 Labor Open 6.5 $798.00 Feb 19, 10:59 AM
WL-03111891 Labor Open 0.5 $0.00 Feb 19, 10:59 AM
WL-03113241 Labor Open 0.5 $0.00 Feb 19, 10:19 PM
WL-03113242 Labor Open 7 $0.00 Feb 19, 10:19 PM
WL-03113243 Labor Open 0.5 $0.00 Feb 19, 10:19 PM
WL-03114963 Labor Open 0.5 $0.00 Feb 20, 11:20 PM
WL-03114964 Labor Open 5 $0.00 Feb 20, 11:20 PM
WL-03114965 Labor Open 0.5 $0.00 Feb 20, 11:20 PM
WL-03114966 Travel Open 13 $180.00 Feb 20, 11:20 PM
WL-03114967 Travel Open 13 $0.00 Feb 20, 11:20 PM
WL-03114968 Travel Open 13 $180.00 Feb 20, 11:20 PM
WL-03114969 Travel Open 13 $0.00 Feb 20, 11:20 PM
WL-03114970 Travel Open 13 $180.00 Feb 20, 11:20 PM
WL-03114971 Travel Open 13 $0.00 Feb 20, 11:20 PM
WL-03116150 Labor Open 0.5 $0.00 Feb 23, 12:15 PM
WL-03116151 Labor Open 1.5 $0.00 Feb 23, 12:15 PM
WL-03116152 Travel Open 17 $180.00 Feb 23, 12:16 PM

Details