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WO-01327375 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Dec 19, 2025 → Mar 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✗ SLA Missed (1 biz days late)
Active: 47 biz days
🕐 Clock stopped: Completed (Mar 2, 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
35d
▶ Clock Running
Status: Scheduled
Jan 7 → Feb 27, 2026
35 business days (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 27 → Mar 2, 2026
1 business day (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 47 of ? biz days used
Created: Dec 19, 2025 Completed: Mar 2, 2026
Show SLA Clock Detail (7 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 27 Scheduled ▶ Running 35 46
Feb 27 → Feb 27 Tech On Site ▶ Running 0 46
Feb 27 → Mar 2 Scheduled ▶ Running 1 47
Mar 2 → Mar 2 Tech On Site ▶ Running 0 47
Dispatch 0.0d
Coordinators 49.1d
Field Work 1.7d
Billing 26.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
49.1 days
Over SLA
Field Work
1.7 days
Billing
26.9 days
Over SLA
Created: Dec 19, 2025 Due: Feb 28, 2026 Completed: Mar 2, 2026 (1 days late)
📅
48.0 days Total Age
⏱️
36.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
70.4d 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
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 27, 2026
Visit 2 Mar 2, 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 Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 19, 2025 • Closed: Feb 26, 2026
WO-01327375 (current) Invoiced
EOQ • Jose Gutierrez
Created: Dec 19, 2025 • Closed: Mar 2, 2026
Completed with significant delays
Invoiced • 240 days old
🚨
Primary Delay 36.0 days stuck in "Scheduled"
⏱️
Total Delay 70.4 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
12.0d / 0.5d SLA
Scheduled
37.1d / 2.0d SLA
Tech On Site
1.7d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
26.9d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Performed EOQ per LC.02.66 protocol. All tests passed. Multiple deviations on: Noise and Drift and Response Linearity. More details can be 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 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 EOQ

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-01327375
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, 8:46 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-02-19T15:00:00.000+0000
📅
Dispatch Scheduled by Jose Gutierrez Jan 7, 9:17 AM
Scheduled For: 2026-02-20T15:00:00.000+0000
🚨 31.0 business days
📅
Dispatch Scheduled by Jose Gutierrez Feb 20, 11:32 PM
Scheduled For: 2026-02-24T15:00:00.000+0000
⚠️ 5.1 business days
🔧
Status: Tech On Site by Jose Gutierrez Feb 27, 11:34 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 51d 2h
🗓️
Status: Scheduled by Jose Gutierrez Feb 27, 5:57 PM
From: Tech On Site
To: Scheduled
Duration in Previous: 6h 23m
⏱️
3x Labor Added Feb 27, 6:18 PM
Type: Labor
Status: Open
Qty: 0.5, 6
⏳ 1.7 business days
🔧
Status: Tech On Site by Jose Gutierrez Mar 2, 10:25 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 16h
⏱️
2x Labor Added Mar 2, 3:03 PM
Type: Labor
Status: Open
Qty: 0.5
⏱️
▶
2 5x Labor Added Mar 2, 5:25 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 0m
📄
Status: Ready to Bill by Hannah Shaw Mar 3, 1:41 AM
From: Closed
To: Ready to Bill
Duration in Previous: 8h 15m
🚨 25.0 business days
💵
Status: Billing Review by Hannah Shaw Apr 6, 12:56 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 34d 10h
📄
Status: Ready to Bill by Hannah Shaw Apr 6, 1:06 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 10m
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 23h 30m
💰
Status: Invoiced by Hannah Shaw Apr 7, 12:56 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 20m
🧾
Invoice Created Apr 7, 5:31 PM
Invoice Number: SM-258564

Bottlenecks

Assigned
Duration: 12.0 business days (threshold: 4.0 business hours)
Exceeded by 11.5 business days
Scheduled
Duration: 36.0 business days (threshold: 2.0 business days)
Exceeded by 34.0 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.3 business hours
Ready to Bill
Duration: 25.0 business days (threshold: 1.0 business days)
Exceeded by 24.0 business days
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.9 business hours

🔗 Related Artifacts

📞
Case 00553077
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Feb 24, 10:00 AM
Created
Dec 19, 9:30 AM
Invoice #
SM-258564

Work Details (10)

Name Type Status Qty Amount Date
WL-03123999 Labor Open 0.5 $37.50 Feb 27, 6:18 PM
WL-03124000 Labor Open 6 $847.00 Feb 27, 6:18 PM
WL-03124001 Labor Open 0.5 $37.50 Feb 27, 6:18 PM
WL-03126432 Labor Open 0.5 $37.50 Mar 2, 3:03 PM
WL-03126433 Labor Open 5 $0.00 Mar 2, 3:03 PM
WL-03126781 Labor Open 0.5 $37.50 Mar 2, 5:25 PM
WL-03126782 Travel Open 17 $0.00 Mar 2, 5:25 PM
WL-03126783 Travel Open 13 $0.00 Mar 2, 5:25 PM
WL-03126784 Travel Open 17 $0.00 Mar 2, 5:25 PM
WL-03126785 Travel Open 13 $0.00 Mar 2, 5:25 PM

Details