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WO-01333099 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Align Technology Inc — 2820 Orchard Parkway, SAN JOSE CA, 95134

Jan 7, 2026 → Mar 9, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (16 biz days early)
Active: 41 biz days
🕐 Clock stopped: Completed (Mar 9, 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
7d
▶ Clock Running
Status: Assigned
Jan 7 → Jan 16, 2026
7 business days (counted)
Running total: 7 of ? biz days used
34d
▶ Clock Running
Status: Scheduled
Jan 16 → Mar 9, 2026
34 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 9 → Mar 9, 2026
0 business days (counted)
Running total: 41 of ? biz days used
Created: Jan 7, 2026 Completed: Mar 9, 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 16 Assigned ▶ Running 7 7
Jan 16 → Mar 9 Scheduled ▶ Running 34 41
Mar 9 → Mar 9 Tech On Site ▶ Running 0 41
Dispatch 0.0d
Coordinators 42.4d
Field Work 1.0d
Billing 20.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
42.4 days
Over SLA
Field Work
1.0 days
Billing
20.6 days
Over SLA
Created: Jan 7, 2026 Due: Mar 31, 2026 Completed: Mar 9, 2026 (22 days early)
📅
42.0 days Total Age
⏱️
34.4d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
59.6d 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 #00556694
6008233434
Closed
28R SYS-LC-1260II Contract ends 05/31/2026 repair included PM PM only - customer supplies the UV lamp 7117C DEAEK13020 1260 Infinity II Diode Array Detector HS G7116A DEAEM13038 1260 Infinity II Multicolumn Thermostat G7112B DEAGO08657 1260 Infinity II Binary Pump G7129C DEAGQ04345 1260 Infinity II Vialsampler 4231A 000000000032248134 2pos/6port Valve head, 800 bar
Priority
High
Origin
Web
Reason
New Case
Contact
Ming Ren
Owner
Leona Coonrod
Created
Jan 7, 2026
Work Orders from this Case (1)
WO-01333099 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Jan 7, 2026 • Closed: Mar 9, 2026
Completed with significant delays
Invoiced • 221 days old
🚨
Primary Delay 34.4 days stuck in "Scheduled"
⏱️
Total Delay 59.6 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
8.0d / 0.5d SLA
Scheduled
34.4d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Ready to Bill
20.6d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

14 Jan 2026 Larry Alberty

Reached out for scheduling.


8 Jan 2026 Larry Alberty

Reached out for scheduling.


Please assign to Larry Alberty ARP to site is 12 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
28R SYS-LC-1260II Contract ends 05/31/2026 repair included PM PM only - customer supplies the UV lamp 7117C DEAEK13020 1260 Infinity II Diode Array Detector HS G7116A DEAEM13038 1260 Infinity II Multicolumn Thermostat G7112B DEAGO08657 1260 Infinity II Binary Pump G7129C DEAGQ04345 1260 Infinity II Vialsampler 4231A 000000000032248134 2pos/6port Valve head, 800 bar
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
MAR 2026 LC PM

Timeline

📞
▶
4 Case Linked Jan 7, 10:37 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01333099
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 16, 3:52 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-03-09T13:00:00.000+0000
🚨 35.0 business days
🚗
▶
2 4x Travel Added Mar 9, 10:38 AM
4x Travel Added → Status: Tech On Site
🔧
Status: Tech On Site by Larry Alberty
From: Scheduled
To: Tech On Site
Duration in Previous: 51d 17h
✔️
▶
3 Status: Completed Mar 9, 7:07 PM
Status: Completed → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1, 4
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.6 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 11, 9:50 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 14h
🚨 19.0 business days
💵
▶
2 Status: Billing Review Apr 6, 3:10 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: 21h 24m
💰
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: 8.0 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business days
Scheduled
Duration: 34.4 business days (threshold: 2.0 business days)
Exceeded by 32.4 business days
Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Ready to Bill
Duration: 19.0 business days (threshold: 1.0 business days)
Exceeded by 18.0 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.8 business hours

🔗 Related Artifacts

📞
Case 00556694
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Mar 9, 9:00 AM
Created
Jan 7, 10:38 AM
Invoice #
SM-258564

Work Details (7)

Name Type Status Qty Amount Date
WL-03135688 Travel Open 20 $0.00 Mar 9, 10:38 AM
WL-03135689 Travel Open 20 $0.00 Mar 9, 10:38 AM
WL-03135690 Parts Open 1 $0.00 Mar 9, 10:38 AM
WL-03135691 Parts Open 1 $0.00 Mar 9, 10:38 AM
WL-03136480 Labor Open 1 $75.00 Mar 9, 7:09 PM
WL-03136481 Labor Open 4 $484.00 Mar 9, 7:09 PM
WL-03136482 Labor Open 1 $75.00 Mar 9, 7:09 PM

Details