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WO-01328936 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Lily of The Desert Nutraceuticals — 1990 Lakepointe Dr, Lewisville TX, 75057

Jan 2, 2026 → Mar 31, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✗ SLA Missed (1 biz days late)
Active: 61 biz days
🕐 Clock stopped: Tech Off Site (Apr 1, 2026)
▶ Clock Running
Status: Created
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 0 of ? biz days used
41d
▶ Clock Running
Status: Assigned
Jan 2 → Mar 4, 2026
41 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 4 → Mar 10, 2026
4 business days (counted)
Running total: 45 of ? biz days used
13d
▶ Clock Running
Status: Reschedule
Mar 10 → Mar 28, 2026
13 business days (counted)
Running total: 58 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 28 → Mar 30, 2026
1 business day (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 30 → Apr 1, 2026
2 business days (counted)
Running total: 61 of ? biz days used
Created: Jan 2, 2026 Tech Off Site: Apr 1, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 2 → Jan 2 Created ▶ Running 0 0
Jan 2 → Jan 2 Ready for Scheduling ▶ Running 0 0
Jan 2 → Mar 4 Assigned ▶ Running 41 41
Mar 4 → Mar 10 Scheduled ▶ Running 4 45
Mar 10 → Mar 28 Reschedule ▶ Running 13 58
Mar 28 → Mar 30 Scheduled ▶ Running 1 59
Mar 30 → Apr 1 Tech On Site ▶ Running 2 61
Dispatch 0.0d
Coordinators 61.0d
Field Work 2.5d
Billing 4.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
61.0 days
Over SLA
Field Work
2.5 days
Over SLA
Billing
4.5 days
Over SLA
Created: Jan 2, 2026 Due: Mar 31, 2026 Completed: Apr 1, 2026 (on time)
📅
60.8 days Total Age
⏱️
41.3d in Assigned Longest Stage
🔄
12 transitions Status Changes
⚠️
60.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555685
6008268412
Closed
28U SYS-GC-7890 Contract ends 12/18/2026 repair included PM / EOQ G4513A CN15330042 7693A Autoinjector G3440B CN15403063 Agilent 7890B Series GC Custom G4514A CN15330047 7693A Tray, 150 Vial
Priority
High
Origin
Web
Reason
New Case
Contact
Ashley Lennox
Owner
Leona Coonrod
Created
Jan 2, 2026
Work Orders from this Case (2)
WO-01328936 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Jan 2, 2026 • Closed: Mar 31, 2026
WO-01328937 Invoiced
EOQ • Maria Davis
Created: Jan 2, 2026 • Closed: Mar 31, 2026
Completed with significant delays
Invoiced • 225 days old
🚨
Primary Delay 41.3 days stuck in "Assigned"
⏱️
Total Delay 60.3 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
41.3d / 0.5d SLA
Scheduled
5.8d / 2.0d SLA
Reschedule
13.9d / 2.0d SLA
Tech On Site
2.3d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
4.4d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

03/31 Following up/call support No travel, mileage, zone or labor. MD


03/30 Google map was used to calculate zone. MD


03/28 an email was received from Agilent when the due dates were changed in CRM. David, Craig, LSCA dispatche were added in the threat. MD


Please assign to Maria Davis ARP to site is 63 miles. Zone 2

🔧 Work Performed
03/31/2026 After EEOQ was finalized, ACE PM/EEOQ session was signed and committed. 03/30/2026 ACE 3.x GCPM session was created, parts were replaced. After PM/EEOQ is finalized, session will be completed and session will be submitted.
⚠️ Problem Description
28U SYS-GC-7890 Contract ends 12/18/2026 repair included PM / EOQ G4513A CN15330042 7693A Autoinjector G3440B CN15403063 Agilent 7890B Series GC Custom G4514A CN15330047 7693A Tray, 150 Vial
📄 Description
Agilent 7890B Series GC Custom
📞 Call Description
MAR 2026 GC PM

Timeline

📞
▶
4 Case Linked Jan 2, 4:09 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01328936
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: Maria Davis
🚨 42.0 business days
🗓️
▶
2 Status: Scheduled Mar 4, 12:58 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-03-11T15:00:00.000+0000
⚠️ 5.0 business days
🔄
Status: Reschedule by Maria Davis Mar 10, 12:36 PM
From: Scheduled
To: Reschedule
Duration in Previous: 5d 22h
🚨 14.0 business days
🗓️
▶
2 Status: Scheduled Mar 28, 9:21 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-03-30T15:00:00.000+0000
⏳ 1.0 business days
🔧
Status: Tech On Site by Maria Davis Mar 30, 10:22 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 1h
🚗
6x Travel Added Mar 30, 2:33 PM
Type: Travel, Parts
Status: Open
Qty: 65, 2, 1
⏳ 2.0 business days
🚗
Status: Tech Off Site by Maria Davis Mar 31, 10:43 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1d 12h
⏱️
3x Labor Added Mar 31, 10:58 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 3, 72
⏱️
Labor Added Mar 31, 11:33 PM
Type: Labor
Status: Open
Qty: 3
✔️
Status: Completed by Maria Davis Mar 31, 11:44 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1h 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Apr 2, 12:17 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 12h
⏳ 3.0 business days
💵
▶
2 Status: Billing Review Apr 6, 4:10 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
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 20h 23m
💰
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: 41.3 business days (threshold: 4.0 business hours)
Exceeded by 40.8 business days
Scheduled
Duration: 4.8 business days (threshold: 2.0 business days)
Exceeded by 2.8 business days
Reschedule
Duration: 13.9 business days (threshold: 2.0 business days)
Exceeded by 11.9 business days
Tech On Site
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours

🔗 Related Artifacts

📞
Case 00555685
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Mar 30, 11:00 AM
Created
Jan 2, 4:11 PM
Invoice #
SM-258564

Work Details (10)

Name Type Status Qty Amount Date
WL-03165509 Travel Open 65 $0.00 Mar 30, 2:33 PM
WL-03165510 Parts Open 2 $0.00 Mar 30, 2:33 PM
WL-03165511 Parts Open 2 $0.00 Mar 30, 2:33 PM
WL-03165512 Parts Open 2 $0.00 Mar 30, 2:33 PM
WL-03165513 Parts Open 1 $0.00 Mar 30, 2:33 PM
WL-03165514 Parts Open 1 $0.00 Mar 30, 2:33 PM
WL-03168107 Labor Open 2.5 $187.50 Mar 31, 10:58 PM
WL-03168108 Labor Open 3 $302.50 Mar 31, 10:58 PM
WL-03168110 Travel Open 72 $0.00 Mar 31, 10:58 PM
WL-03168148 Labor Open 3 $225.00 Mar 31, 11:33 PM

Details