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WO-01329255 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 K2 Pure Solutions — 950 Loveridge Rd, Pittsburg CA, 94565

Jan 5, 2026 → Mar 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (21 biz days early)
Active: 38 biz days
🕐 Clock stopped: Completed (Mar 2, 2026)
▶ Clock Running
Status: Created
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 0 of ? biz days used
17d
▶ Clock Running
Status: Assigned
Jan 5 → Jan 29, 2026
17 business days (counted)
Running total: 17 of ? biz days used
21d
▶ Clock Running
Status: Scheduled
Jan 29 → Mar 2, 2026
21 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 38 of ? biz days used
Created: Jan 5, 2026 Completed: Mar 2, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 5 → Jan 5 Created ▶ Running 0 0
Jan 5 → Jan 5 Ready for Scheduling ▶ Running 0 0
Jan 5 → Jan 29 Assigned ▶ Running 17 17
Jan 29 → Mar 2 Scheduled ▶ Running 21 38
Mar 2 → Mar 2 Tech On Site ▶ Running 0 38
Dispatch 0.0d
Coordinators 39.1d
Field Work 0.7d
Billing 26.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
39.1 days
Over SLA
Field Work
0.7 days
Billing
26.6 days
Over SLA
Created: Jan 5, 2026 Due: Mar 31, 2026 Completed: Mar 2, 2026 (29 days early)
📅
39.0 days Total Age
⏱️
25.0d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
61.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555870
6008220915
Closed
28C SYS-LC-1260 Contract ends 03/14/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G5628A DEABT00114 1260 bio-inert manual injector G1310B DEABK00475 1260 Isocratic Pump G1314B DEAAU00968 1260 Variable Wavelength Detector VL G1322A JPO02679555 1260 Standard Degasser
Priority
High
Origin
Web
Reason
New Case
Contact
Jacob Staley
Owner
Leona Coonrod
Created
Jan 5, 2026
Work Orders from this Case (1)
WO-01329255 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Jan 5, 2026 • Closed: Mar 2, 2026
Completed with significant delays
Invoiced • 223 days old
🚨
Primary Delay 25.0 days stuck in "Ready to Bill"
⏱️
Total Delay 61.3 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
18.0d / 0.5d SLA
Scheduled
21.1d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
26.5d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

29 Jan 2026 Larry Alberty

Agilent scheduling team informing they will be helping to reach out to location.


28 Jan 2026 Larry Alberty

Alternate POC not responding.


14 Jan 2026 Larry Alberty

Requesting Agilent provide an alternate contact


8 Jan 2026 Larry Alberty

Reached out again 2nd attempt.


6 Jan 2026 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 52 miles. Zone 2

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
28C SYS-LC-1260 Contract ends 03/14/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G5628A DEABT00114 1260 bio-inert manual injector G1310B DEABK00475 1260 Isocratic Pump G1314B DEAAU00968 1260 Variable Wavelength Detector VL G1322A JPO02679555 1260 Standard Degasser
📄 Description
LC 1260 System
📞 Call Description
MAR 2026 LC PMPLUS

Timeline

📞
Case Linked Jan 5, 8:36 AM
Case Number: 00555870
Subject: 6008220915
Status: Closed
📋
▶
3 Work Order Created Jan 5, 8:41 AM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
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: Larry Alberty
🚨 18.0 business days
🗓️
▶
2 Status: Scheduled Jan 29, 6:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-03-02T14:00:00.000+0000
🚨 21.7 business days
🔧
Status: Tech On Site by Larry Alberty Mar 2, 10:23 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 31d 16h
⏱️
▶
2 9x Labor Added Mar 2, 3:54 PM
9x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 5h 33m
🏁
Status: Closed by Larry Alberty Mar 2, 4:01 PM
From: Completed
To: Closed
Duration in Previous: 4m
📄
Status: Ready to Bill by Hannah Shaw Mar 3, 1:44 AM
From: Closed
To: Ready to Bill
Duration in Previous: 9h 43m
🚨 25.0 business days
💵
▶
2 Status: Billing Review Apr 6, 3:41 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 52m
💰
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: 18.0 business days (threshold: 4.0 business hours)
Exceeded by 17.5 business days
Scheduled
Duration: 21.1 business days (threshold: 2.0 business days)
Exceeded by 19.1 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 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: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours

🔗 Related Artifacts

📞
Case 00555870
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Mar 2, 9:00 AM
Created
Jan 5, 8:41 AM
Invoice #
SM-258564

Work Details (9)

Name Type Status Qty Amount Date
WL-03126588 Labor Open 1 $75.00 Mar 2, 3:54 PM
WL-03126589 Labor Open 5 $484.00 Mar 2, 3:54 PM
WL-03126590 Labor Open 1 $75.00 Mar 2, 3:54 PM
WL-03126591 Travel Open 55 $0.00 Mar 2, 3:54 PM
WL-03126592 Travel Open 55 $0.00 Mar 2, 3:54 PM
WL-03126593 Parts Open 1 $0.00 Mar 2, 3:54 PM
WL-03126594 Parts Open 1 $0.00 Mar 2, 3:54 PM
WL-03126595 Parts Open 1 $0.00 Mar 2, 3:54 PM
WL-03126596 Parts Open 1 $0.00 Mar 2, 3:54 PM

Details