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WO-01333066 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

📍 DPT LABORATORIES — 3300 RESEARCH PLAZA, San Antonio TX, 78235

Jan 7, 2026 → Mar 20, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✗ SLA Missed (15 biz days late)
Active: 50 biz days
🕐 Clock stopped: Completed (Mar 20, 2026)
▶ Clock Running
Status: Created
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Assigned
Jan 7 → Jan 27, 2026
13 business days (counted)
Running total: 13 of ? biz days used
37d
▶ Clock Running
Status: Scheduled
Jan 27 → Mar 20, 2026
37 business days (counted)
Running total: 50 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 20 → Mar 20, 2026
0 business days (counted)
Running total: 50 of ? biz days used
Created: Jan 7, 2026 Completed: Mar 20, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 7 → Jan 7 Created ▶ Running 0 0
Jan 7 → Jan 7 Ready for Scheduling ▶ Running 0 0
Jan 7 → Jan 27 Assigned ▶ Running 13 13
Jan 27 → Mar 20 Scheduled ▶ Running 37 50
Mar 20 → Mar 20 Tech On Site ▶ Running 0 50
Dispatch 0.0d
Coordinators 52.0d
Field Work 0.6d
Billing 12.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
52.0 days
Over SLA
Field Work
0.6 days
Billing
12.9 days
Over SLA
Created: Jan 7, 2026 Due: Feb 28, 2026 Completed: Mar 20, 2026 (19 days late)
📅
51.0 days Total Age
⏱️
38.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
60.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 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 Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 13, 2026
Visit 2 Mar 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556638
6008349548
Closed
28V SYS-GC-6890N-E Contract ends 12/31/2026 repair included PM / OQ G1530N CN10615093 6890N Network GC System G1888A IT00611012 Headspace Sampler G2614A US14813677 7683 Autosampler tray module G2913A CN52726118 7683B Autoinjector Module
Priority
High
Origin
Web
Reason
New Case
Contact
Reid Streidl
Owner
Leona Coonrod
Created
Jan 7, 2026
Work Orders from this Case (2)
WO-01333065 Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Jan 7, 2026 • Closed: Mar 12, 2026
WO-01333066 (current) Invoiced
EOQ • Jose Gutierrez
Created: Jan 7, 2026 • Closed: Mar 20, 2026
Completed with significant delays
Invoiced • 221 days old
🚨
Primary Delay 38.0 days stuck in "Scheduled"
⏱️
Total Delay 60.8 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
14.0d / 0.5d SLA
Scheduled
38.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
12.8d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez ARP to site is 20 miles. Zone 1
🔧 Work Performed
Performed EOQ per GC.02.52 protocol. All tests passed. 1 deviation on the Noise and Drift test for the FID. Replaced the FID electrometer to resolve drift issue. More detail can be found in EQR.
⚠️ Problem Description
28V SYS-GC-6890N-E Contract ends 12/31/2026 repair included PM / OQ G1530N CN10615093 6890N Network GC System G1888A IT00611012 Headspace Sampler G2614A US14813677 7683 Autosampler tray module G2913A CN52726118 7683B Autoinjector Module
📄 Description
GC 6890N System Enhanced GC Features
📞 Call Description
FEB 2026 GC EOQ

Timeline

📞
Case Linked Jan 7, 8:56 AM
Case Number: 00556638
Subject: 6008349548
Status: Closed
📋
▶
3 Work Order Created Jan 7, 9:06 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: Jose Gutierrez
🚨 14.0 business days
📅
▶
2 Dispatch Scheduled Jan 27, 11:17 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jose Gutierrez
From: Assigned
To: Scheduled
Duration in Previous: 20d 2h
🚨 19.0 business days
📅
Dispatch Scheduled by Jose Gutierrez Feb 23, 7:58 PM
Scheduled For: 2026-02-27T15:00:00.000+0000
⏳ 2.5 business days
📅
Dispatch Scheduled by Jose Gutierrez Feb 25, 6:06 PM
Scheduled For: 2026-03-05T15:00:00.000+0000
⚠️ 6.7 business days
📅
Dispatch Scheduled by Jose Gutierrez Mar 5, 11:59 AM
Scheduled For: 2026-03-09T14:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Jose Gutierrez Mar 8, 7:02 PM
Scheduled For: 2026-03-10T14:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Jose Gutierrez Mar 15, 9:02 PM
Scheduled For: 2026-03-17T14:00:00.000+0000
⏱️
5x Labor Added Mar 16, 12:33 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 4.5, 13
⏳ 3.0 business days
📅
Dispatch Scheduled by Jose Gutierrez Mar 18, 4:54 PM
Scheduled For: 2026-03-19T14:00:00.000+0000
⏳ 2.9 business days
📅
▶
3 Dispatch Scheduled Mar 20, 11:09 AM
Dispatch Scheduled → Status: Tech On Site → Labor Added
🔧
Status: Tech On Site by Jose Gutierrez
From: Scheduled
To: Tech On Site
Duration in Previous: 51d 22h
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
⏱️
▶
3 3x Labor Added Mar 20, 4:09 PM
3x Labor Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 1m, 0m
⏳ 1.6 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 23, 4:43 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 12h
🚨 11.0 business days
💵
▶
2 Status: Billing Review Apr 6, 1:25 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: 23h 8m
💰
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: 14.0 business days (threshold: 4.0 business hours)
Exceeded by 13.5 business days
Scheduled
Duration: 38.0 business days (threshold: 2.0 business days)
Exceeded by 36.0 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours
Ready to Bill
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.5 business hours

🔗 Related Artifacts

📞
Case 00556638
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Mar 20, 10:00 AM
Created
Jan 7, 9:06 AM
Invoice #
SM-258564

Work Details (10)

Name Type Status Qty Amount Date
WL-03145057 Labor Open 0.5 $37.50 Mar 16, 12:33 AM
WL-03145058 Labor Open 4.5 $907.50 Mar 16, 12:33 AM
WL-03145059 Labor Open 0.5 $37.50 Mar 16, 12:33 AM
WL-03145060 Travel Open 13 $0.00 Mar 16, 12:33 AM
WL-03145061 Travel Open 13 $0.00 Mar 16, 12:33 AM
WL-03152874 Labor Open 0.5 $37.50 Mar 20, 11:12 AM
WL-03153462 Labor Open 0.5 $37.50 Mar 20, 4:09 PM
WL-03153463 Travel Open 13 $0.00 Mar 20, 4:09 PM
WL-03153464 Travel Open 13 $0.00 Mar 20, 4:09 PM
WL-03153472 Labor Open 3 $0.00 Mar 20, 4:11 PM

Details