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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01333053 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Preventive Maintenance • PSM

📍 ACME Cryogenics — 5222 Ball Ground Hwy, Ball Ground GA, 30107

Jan 7, 2026 → Feb 3, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed
Active: 14 biz days
Paused: 5 biz days
🕐 Clock stopped: Completed (Feb 4, 2026)
▶ Clock Running
Status: Created
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Jan 7 → Jan 14, 2026
5 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 16, 2026
2 business days (counted)
Running total: 2 of ? biz days used
1d
▶ Clock Running
Status: Assigned
Jan 16 → Jan 20, 2026
1 business day (counted)
Running total: 3 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Jan 20 → Feb 2, 2026
9 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 4, 2026
2 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 14 of ? biz days used
Created: Jan 7, 2026 Completed: Feb 4, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 7 → Jan 7 Created ▶ Running 0 0
Jan 7 → Jan 14 Awaiting Parts ⏸ Paused 5 —
Jan 14 → Jan 16 Ready for Scheduling ▶ Running 2 2
Jan 16 → Jan 20 Assigned ▶ Running 1 3
Jan 20 → Feb 2 Scheduled ▶ Running 9 12
Feb 2 → Feb 2 Tech On Site ▶ Running 0 12
Feb 2 → Feb 4 Scheduled ▶ Running 2 14
Feb 4 → Feb 4 Tech On Site ▶ Running 0 14
Dispatch 0.0d
Material Management 6.0d
Coordinators 15.2d
Field Work 0.2d
Billing 15.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.0 days
Over SLA
Coordinators
15.2 days
Over SLA
Field Work
0.2 days
Billing
15.8 days
Over SLA
Created: Jan 7, 2026 Due: Feb 11, 2026 Completed: Feb 4, 2026 (7 days early)
📅
19.6 days Total Age
⏱️
9.7d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
24.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
17 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 Rozier Cole — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 2, 2026
Visit 2 Feb 3, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556500
6008349510
Closed
Note 01/06/2026 16:03:22 ROKHATTR [01-06-2026 ATI RM TEAM Roshan Khattry] This is related to part 695409005 qty 1 ordered on SO 6008349510 under STO 4104827953 , as the part is 0 stock in Memphis and will have to be backordered.Kindly confirm, how soon do you need the part because part needs to be hotline/procure from Germany warehouse. If it is not urgent, we will follow the process and expedite it to get it sooner from elsewhere. ____________________ Parts Prediction 01/06/2026 12:28:10 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-06 12:28:02 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 ____________________ Note 01/06/2026 12:28:09 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-06 12:28:02 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 field pm
Priority
Standard
Origin
Email
Reason
New Case
Contact
Allen Bedenbaugh
Owner
Leona Coonrod
Created
Jan 6, 2026
Work Orders from this Case (1)
WO-01333053 (current) Invoiced
Preventive Maintenance • Rozier Cole
Created: Jan 7, 2026 • Closed: Feb 3, 2026
Completed with significant delays
Invoiced • 218 days old
🚨
Primary Delay 9.7 days stuck in "Scheduled"
⏱️
Total Delay 24.4 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
Awaiting Parts
6.0d / 3.0d SLA
Ready for Scheduling
2.2d / 1.0d SLA
Assigned
1.5d / 0.5d SLA
Scheduled
11.4d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
1.3d / 2.0d SLA
Ready to Bill
6.5d / 1.0d SLA
Invoice Pending
8.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/20 MOwens Allen Bedenbaugh replied back that 2/2 will work for the service visit. I replied back that the arrival time will be between 12-1pm.

1/16/26 AJinerson - Discussed in scheduling call w/ tech sup regarding EMSAR techs to cover. Sent chatter in East District Pod to see if nearest EMSAR tech at 273 miles from site would be avail. to cover this.

Otherwise we will need to travel in tech early Feb. who is 600 miles away.


1/14/26 lcoornod

Thanks for the email, we have recieved all the parts that are on the below email.

Thanks,

Allen Bedenbaugh


1/9/26 lcoonrod last part showing shipped and delivered. Emails sent to site to confirm delivery.


1/8/26 lcoonrod *not shipped yet* 695409005 OIL MECH.VACUUM PUMP 1 LITER CONTAINER

other parts have shipped

670029096 CLEANING KIT FOR VACUUM + SPEC TUBE

VSFLDHIS HOT ION SOURCE KIT

VSFLDCL VS SERIES CALIBRATED LEAK REPLACEMENT

VSFLDOV VS SERIES, VALVE BLOCK O-RING KIT

695409005 OIL MECH.VACUUM PUMP 1 LITER CONTAINER

G8603-60002 3 Way Valve


way bill 887683648188 Delivered Wednesday, 1/7/26 at 11:33 AM Signed for by: A.Llen

way bill 887684613238 Delivered Wednesday, 1/7/26 at 11:33 AM Signed for by: A.Llen

way bill 887756549342 Delivered Friday, 1/9/26 at 11:37 AM Signed for by: S.Adams




1/7/26 lcoonrod part 695409005 has not shipped Other parts have shipped

🔧 Work Performed
PMD UNIT PER MFG INSTRUCTIONS - REPLACED OIL IN ROUGH PUMP - LEAK DOWN TESTED - CALIBTRATION ATTEMPT - CALIBRATION FAILED W OFFST ERROR - REACHED OUT TO TECH SUPPORT - RETURNED TO SITE 2/3 FOUND FAUTY 3 WAY VALVE - CALIBRATION PASSED - VERIFIED WITH CX
🔍 Technician Findings
FOUND UNIT NEEDING PM - AFTER PM WAS COMPLETE UPON TESTING UNIT WAS FAILING FOR AN OFFSET FAILURE - FOUND FAULTY 3 WAY VALVE/ SWAPPED WITH A REPLACEMENT
⚠️ Problem Description
Note 01/06/2026 16:03:22 ROKHATTR [01-06-2026 ATI RM TEAM Roshan Khattry] This is related to part 695409005 qty 1 ordered on SO 6008349510 under STO 4104827953 , as the part is 0 stock in Memphis and will have to be backordered.Kindly confirm, how soon do you need the part because part needs to be hotline/procure from Germany warehouse. If it is not urgent, we will follow the process and expedite it to get it sooner from elsewhere. ____________________ Parts Prediction 01/06/2026 12:28:10 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-06 12:28:02 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 ____________________ Note 01/06/2026 12:28:09 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-06 12:28:02 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 field pm
📄 Description
Wet, Helium LD MR15
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Jan 6, 2:58 PM
Case Number: 00556500
Subject: 6008349510
Status: Closed
📋
▶
3 Work Order Created Jan 7, 8:15 AM
Work Order Created → 6x Parts Added → Status: Awaiting Parts
🔩
6x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Jan 14, 5:30 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7d 9h
⏳ 2.8 business days
👷
▶
2 Technician Assigned Jan 16, 2:38 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 21h
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Jan 20, 1:34 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-02T17:30:00.000+0000
⚠️ 9.0 business days
💵
2x Expenses Added Jan 30, 3:52 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Rozier Cole Feb 2, 3:39 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 2h
⏱️
Labor Added Feb 2, 3:45 PM
Type: Labor
Status: Open
Qty: 5
🗓️
Status: Scheduled by Melissa Owens Feb 2, 4:59 PM
From: Tech On Site
To: Scheduled
Duration in Previous: 1h 19m
⏳ 1.9 business days
🔧
Status: Tech On Site by Rozier Cole Feb 3, 10:57 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 5h
⏱️
▶
2 8x Labor Added Feb 3, 11:05 PM
8x Labor Added → Status: Completed
✔️
Status: Completed by Rozier Cole
From: Tech On Site
To: Completed
Duration in Previous: 11m
🏁
Status: Closed by Rozier Cole Feb 3, 11:37 PM
From: Completed
To: Closed
Duration in Previous: 28m
💵
Status: Billing Review by Hannah Shaw Feb 4, 4:39 PM
From: Closed
To: Billing Review
Duration in Previous: 17h 2m
📄
Status: Ready to Bill by Hannah Shaw Feb 5, 10:11 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 17h 32m
⚠️ 6.0 business days
📨
Status: Invoice Pending by Hannah Shaw Feb 12, 11:05 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 12h
⚠️ 8.1 business days
💰
▶
2 Status: Invoiced Feb 25, 11:08 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-253781

Bottlenecks

Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Ready for Scheduling
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 1.0 business days
Scheduled
Duration: 9.7 business days (threshold: 2.0 business days)
Exceeded by 7.7 business days
Ready to Bill
Duration: 6.5 business days (threshold: 1.0 business days)
Exceeded by 5.5 business days
Invoice Pending
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days

🔗 Related Artifacts

📞
Case 00556500
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Rozier Cole
Scheduled
Feb 2, 12:30 PM
Created
Jan 7, 8:15 AM
Invoice #
SM-253781

Work Details (17)

Name Type Status Qty Amount Date
WL-03055934 Parts Open 1 $0.00 Jan 7, 8:18 AM
WL-03055935 Parts Open 1 $0.00 Jan 7, 8:18 AM
WL-03055936 Parts Open 1 $0.00 Jan 7, 8:18 AM
WL-03055937 Parts Open 1 $0.00 Jan 7, 8:18 AM
WL-03055938 Parts Open 1 $0.00 Jan 7, 8:18 AM
WL-03055939 Parts Open 1 $0.00 Jan 7, 8:18 AM
WL-03085468 Expenses Open 1 $5.15 Jan 30, 3:52 PM
WL-03085469 Expenses Open 1 $191.96 Jan 30, 3:52 PM
WL-03088341 Labor Open 5 $0.00 Feb 2, 3:45 PM
WL-03090674 Labor Open 4 $541.00 Feb 3, 11:05 PM
WL-03090675 Labor Open 0.25 $0.00 Feb 3, 11:05 PM
WL-03090676 Labor Open 2 $180.00 Feb 3, 11:05 PM
WL-03090677 Labor Open 5.5 $0.00 Feb 3, 11:05 PM
WL-03090678 Labor Open 0.25 $0.00 Feb 3, 11:05 PM
WL-03090679 Expenses Open 1 $50.00 Feb 3, 11:05 PM
WL-03090680 Expenses Open 1 $25.00 Feb 3, 11:05 PM
WL-03090681 Travel Open 267 $800.00 Feb 3, 11:05 PM

Details