Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328937 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • 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: Completed (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
14d
▶ Clock Running
Status: Reschedule
Mar 10 → Mar 30, 2026
14 business days (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
▶ Clock Running
Status: Tech Off Site
Apr 1 → Apr 1, 2026
0 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 1 → Apr 1, 2026
0 business days (counted)
Running total: 61 of ? biz days used
Created: Jan 2, 2026 Completed: Apr 1, 2026
Show SLA Clock Detail (8 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 30 Reschedule ▶ Running 14 59
Mar 30 → Apr 1 Tech On Site ▶ Running 2 61
Apr 1 → Apr 1 Tech Off Site ▶ Running 0 61
Apr 1 → Apr 1 Scheduled ▶ Running 0 61
Dispatch 0.0d
Coordinators 60.7d
Field Work 2.1d
Billing 5.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
60.7 days
Over SLA
Field Work
2.1 days
Over SLA
Billing
5.3 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
🔄
13 transitions Status Changes
⚠️
59.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Maria Davis — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 30, 2026
Visit 2 Mar 31, 2026

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 Invoiced
Preventive Maintenance • Maria Davis
Created: Jan 2, 2026 • Closed: Mar 31, 2026
WO-01328937 (current) 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 59.5 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
4.8d / 2.0d SLA
Reschedule
14.6d / 2.0d SLA
Tech On Site
2.1d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
2.0d / 2.0d SLA
Ready to Bill
3.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4.2.26 hshaw - moved WO to BR waiting mService to close. TBA $1,043.00

03/31 8:30. Chemist that knows the password is on vacations and so far no one else knows the password, will wait for 30 min more and if can't get in PC and Oopenlab, I will leave



03/30 2nd call of today Travel, mileage and zone are on WO-01328936



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

🔧 Work Performed
03/31/2026 Method was created by scratch in open LAB CDS 2.8. Sequence was created and after signal stabilized, sequence was run. Data was processed, all tests passed. Session was finalized, signed, and committed. No deviations. 03/30/2026 GC EEOQ session was created on ACE 3.x. EEOQ started. GC was off for few years, and Column was installed and get conditioned and stabilized for long time.
⚠️ 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 EOQ

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-01328937
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: Maria Davis
🚨 42.0 business days
🗓️
▶
2 Status: Scheduled Mar 4, 1:03 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-03-12T18:00:00.000+0000
⚠️ 5.0 business days
🔄
Status: Reschedule by Maria Davis Mar 10, 3:26 PM
From: Scheduled
To: Reschedule
Duration in Previous: 6d 1h
🚨 15.0 business days
🔧
Status: Tech On Site by Maria Davis Mar 30, 2:15 PM
From: Reschedule
To: Tech On Site
Duration in Previous: 19d 22h
⏳ 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 8h
🗓️
▶
3 Status: Scheduled Mar 31, 11:06 PM
Status: Scheduled → Dispatch Scheduled → 3x Expenses Added
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-03-30T17:00:00.000+0000
💵
3x Expenses Added
Type: Expenses, Labor
Status: Open
Qty: 1, 3.5
⏱️
▶
3 Labor Added Mar 31, 11:11 PM
Labor Added → Travel Added → 2x Labor Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 66
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 6, 3
✔️
Status: Completed by Maria Davis Mar 31, 11:46 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 40m
⏳ 2.0 business days
💵
Status: Billing Review by Hannah Shaw Apr 2, 12:21 PM
From: Closed
To: Billing Review
Duration in Previous: 1d 12h
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Apr 3, 1:21 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 1d 1h
⏳ 2.0 business days
💵
Status: Billing Review by Hannah Shaw Apr 6, 4:13 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 3d 2h
📄
Status: Ready to Bill by Hannah Shaw Apr 6, 4:27 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 13m
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 20h 9m
💰
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: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Reschedule
Duration: 14.6 business days (threshold: 2.0 business days)
Exceeded by 12.6 business days
Tech On Site
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.6 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours

🔗 Related Artifacts

📞
Case 00555685
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Maria Davis
Scheduled
Mar 30, 1:00 PM
Created
Jan 2, 4:12 PM
Invoice #
SM-258564

Work Details (7)

Name Type Status Qty Amount Date
WL-03168120 Expenses Open 1 $0.00 Mar 31, 11:09 PM
WL-03168118 Labor Open 3.5 $0.00 Mar 31, 11:09 PM
WL-03168121 Expenses Open 1 $0.00 Mar 31, 11:09 PM
WL-03168122 Labor Open 3 $225.00 Mar 31, 11:11 PM
WL-03168123 Travel Open 66 $0.00 Mar 31, 11:12 PM
WL-03168124 Labor Open 6 $726.00 Mar 31, 11:13 PM
WL-03168129 Labor Open 3 $225.00 Mar 31, 11:14 PM

Details