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WO-01329323 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 JUUL Labs Inc — 560 20th St, SAN FRANCISCO CA, 94107

Jan 5, 2026 → Mar 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (18 biz days early)
Active: 41 biz days
🕐 Clock stopped: Completed (Mar 5, 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
7d
▶ Clock Running
Status: Assigned
Jan 5 → Jan 14, 2026
7 business days (counted)
Running total: 7 of ? biz days used
34d
▶ Clock Running
Status: Scheduled
Jan 14 → Mar 5, 2026
34 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 41 of ? biz days used
Created: Jan 5, 2026 Completed: Mar 5, 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 14 Assigned ▶ Running 7 7
Jan 14 → Mar 5 Scheduled ▶ Running 34 41
Mar 5 → Mar 5 Tech On Site ▶ Running 0 41
Dispatch 0.0d
Coordinators 42.8d
Field Work 0.0d
Billing 23.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
42.8 days
Over SLA
Field Work
0.0 days
Billing
23.6 days
Over SLA
Created: Jan 5, 2026 Due: Mar 31, 2026 Completed: Mar 5, 2026 (26 days early)
📅
42.0 days Total Age
⏱️
34.9d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
62.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555986
6008225528
Closed
28R SYS-GC-7890 Contract ends 06/14/2026 repair included PM G4513A CN19380052 7693A Autoinjector G3440B CN19313171 Agilent 7890B Series GC Custom G4514A CN16640044 7693A Tray, 150 Vial
Priority
High
Origin
Web
Reason
New Case
Contact
Bob Moision
Owner
Leona Coonrod
Created
Jan 5, 2026
Work Orders from this Case (1)
WO-01329323 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Jan 5, 2026 • Closed: Mar 5, 2026
Completed with significant delays
Invoiced • 221 days old
🚨
Primary Delay 34.9 days stuck in "Scheduled"
⏱️
Total Delay 62.2 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
7.9d / 0.5d SLA
Scheduled
34.9d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
23.5d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

6 Jan 2026 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 40 miles. Zone 1

🔧 Work Performed
Completed GC PM.
⚠️ Problem Description
28R SYS-GC-7890 Contract ends 06/14/2026 repair included PM G4513A CN19380052 7693A Autoinjector G3440B CN19313171 Agilent 7890B Series GC Custom G4514A CN16640044 7693A Tray, 150 Vial
📄 Description
Agilent 7890B Series GC Custom
📞 Call Description
MAR 2026 GC PM

Timeline

📞
▶
4 Case Linked Jan 5, 11:21 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01329323
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: 0m
👷
Technician Assigned by Leona Coonrod
Technician: Larry Alberty
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Jan 14, 11:50 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-03-05T14:00:00.000+0000
🚨 35.0 business days
🔧
▶
3 Status: Tech On Site Mar 5, 4:28 PM
Status: Tech On Site → Status: Completed → 4x Travel Added
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 2m
🚗
4x Travel Added
Type: Travel, Parts
Status: Open
Qty: 25, 1
⏱️
▶
2 3x Labor Added Mar 5, 4:42 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 12m
📄
Status: Ready to Bill by Hannah Shaw Mar 6, 3:24 AM
From: Closed
To: Ready to Bill
Duration in Previous: 10h 41m
🚨 22.0 business days
💵
▶
2 Status: Billing Review Apr 6, 3:38 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: 1m
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 20h 55m
💰
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: 7.9 business days (threshold: 4.0 business hours)
Exceeded by 7.4 business days
Scheduled
Duration: 34.9 business days (threshold: 2.0 business days)
Exceeded by 32.9 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours
Ready to Bill
Duration: 22.0 business days (threshold: 1.0 business days)
Exceeded by 21.0 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours

🔗 Related Artifacts

📞
Case 00555986
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Mar 5, 9:00 AM
Created
Jan 5, 11:23 AM
Invoice #
SM-258564

Work Details (7)

Name Type Status Qty Amount Date
WL-03132096 Travel Open 25 $0.00 Mar 5, 4:32 PM
WL-03132097 Travel Open 25 $0.00 Mar 5, 4:32 PM
WL-03132098 Parts Open 1 $0.00 Mar 5, 4:32 PM
WL-03132099 Parts Open 1 $0.00 Mar 5, 4:32 PM
WL-03132110 Labor Open 3 $302.50 Mar 5, 4:42 PM
WL-03132111 Labor Open 1 $75.00 Mar 5, 4:42 PM
WL-03132112 Labor Open 1 $75.00 Mar 5, 4:42 PM

Details