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WO-01327374 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 19, 2025 → Feb 26, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (1 biz days early)
Active: 45 biz days
🕐 Clock stopped: Completed (Feb 26, 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
32d
▶ Clock Running
Status: Scheduled
Jan 7 → Feb 24, 2026
32 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 26, 2026
2 business days (counted)
Running total: 45 of ? biz days used
Created: Dec 19, 2025 Completed: Feb 26, 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 24 Scheduled ▶ Running 32 43
Feb 24 → Feb 26 Tech On Site ▶ Running 2 45
Dispatch 0.0d
Coordinators 44.1d
Field Work 3.0d
Billing 7.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
44.1 days
Over SLA
Field Work
3.0 days
Over SLA
Billing
7.2 days
Over SLA
Created: Dec 19, 2025 Due: Feb 28, 2026 Completed: Feb 26, 2026 (2 days early)
📅
46.0 days Total Age
⏱️
32.1d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
49.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 23, 2026
Visit 2 Feb 24, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553077
6008273824
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 DEAEV00650 1260 Infinity II Quaternary Pump G7167A DEAGX00154 1260 Infinity II Multisampler G7116A DEAEM01691 1260 Infinity II Multicolumn Thermostat G7117C DEAEK02472 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-01327374 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 19, 2025 • Closed: Feb 26, 2026
WO-01327375 Invoiced
EOQ • Jose Gutierrez
Created: Dec 19, 2025 • Closed: Mar 2, 2026
Completed with significant delays
Invoiced • 240 days old
🚨
Primary Delay 32.1 days stuck in "Scheduled"
⏱️
Total Delay 49.8 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
32.1d / 2.0d SLA
Tech On Site
3.0d / 1.0d SLA
Closed
0.8d / 1.0d SLA
Ready to Bill
7.2d / 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 1260 infinity II annual preventive maintenance per ACE task list working instructions in preparation for OQ delivery following immediately afterward. All PM tests passed.
⚠️ 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 DEAEV00650 1260 Infinity II Quaternary Pump G7167A DEAGX00154 1260 Infinity II Multisampler G7116A DEAEM01691 1260 Infinity II Multicolumn Thermostat G7117C DEAEK02472 1260 Infinity II Diode Array Detector HS
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
FEB 2025 LC PMPLUS

Timeline

📞
▶
4 Case Linked Dec 19, 9:28 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01327374
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: 1m, 0m
👷
Technician Assigned by Leona Coonrod
Technician: a0h8Y00000JjDuFQAV, Jose Gutierrez
🚨 12.0 business days
🗓️
▶
2 Status: Scheduled Jan 7, 8:46 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-02-18T15:00:00.000+0000
📅
Dispatch Scheduled by Jose Gutierrez Jan 7, 9:17 AM
Scheduled For: 2026-02-19T15:00:00.000+0000
🚨 30.0 business days
📅
Dispatch Scheduled by Jose Gutierrez Feb 19, 10:22 PM
Scheduled For: 2026-02-20T15:00:00.000+0000
⏳ 1.2 business days
📅
Dispatch Scheduled by Jose Gutierrez Feb 20, 11:31 PM
Scheduled For: 2026-02-23T15:00:00.000+0000
⏳ 1.1 business days
⏱️
▶
2 2x Labor Added Feb 23, 7:55 PM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Jose Gutierrez
From: Scheduled
To: Tech On Site
Duration in Previous: 47d 11h
⏳ 2.5 business days
⏱️
▶
2 3x Labor Added Feb 25, 6:11 PM
3x Labor Added → 3x Travel Added
🚗
3x Travel Added
Type: Travel
Status: Open
Qty: 13
⏳ 1.7 business days
🔩
▶
2 5x Parts Added Feb 26, 6:40 PM
5x Parts Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2d 22h, 0m
📄
Status: Ready to Bill by Hannah Shaw Feb 27, 1:12 AM
From: Closed
To: Ready to Bill
Duration in Previous: 6h 29m
⚠️ 7.0 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: 32.1 business days (threshold: 2.0 business days)
Exceeded by 30.1 business days
Tech On Site
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 7.2 business days (threshold: 1.0 business days)
Exceeded by 6.2 business days

🔗 Related Artifacts

📞
Case 00553077
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Feb 23, 10:00 AM
Created
Dec 19, 9:29 AM
Invoice #
SM-256046

Work Details (13)

Name Type Status Qty Amount Date
WL-03116884 Labor Open 5 $0.00 Feb 23, 7:55 PM
WL-03116885 Labor Open 0.5 $0.00 Feb 23, 7:55 PM
WL-03120029 Labor Open 0.5 $0.00 Feb 25, 6:11 PM
WL-03120030 Labor Open 7 $456.00 Feb 25, 6:11 PM
WL-03120031 Labor Open 0.5 $0.00 Feb 25, 6:11 PM
WL-03120035 Travel Open 13 $0.00 Feb 25, 6:13 PM
WL-03120036 Travel Open 13 $180.00 Feb 25, 6:13 PM
WL-03120037 Travel Open 13 $0.00 Feb 25, 6:13 PM
WL-03122025 Parts Open 1 $0.00 Feb 26, 6:40 PM
WL-03122026 Parts Open 1 $0.00 Feb 26, 6:40 PM
WL-03122027 Parts Open 1 $0.00 Feb 26, 6:40 PM
WL-03122028 Parts Open 1 $0.00 Feb 26, 6:40 PM
WL-03122029 Parts Open 1 $0.00 Feb 26, 6:40 PM

Details