Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01337340 ↗ ServiceMax

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

📍 Agilent Technologies Inc. — 2850 Centerville Rd, WILMINGTON DE, 19808

Jan 12, 2026 → Mar 2, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (6 biz days late)
Active: 20 biz days
Paused: 14 biz days
🕐 Clock stopped: Completed (Mar 3, 2026)
▶ Clock Running
Status: Created
Jan 12 → Jan 12, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts
Jan 12 → Jan 19, 2026
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 19 → Jan 20, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 1 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Jan 20 → Jan 30, 2026
8 business days (counted)
Running total: 9 of ? biz days used
⏸10d
⏸ Clock Paused
Status: Awaiting Parts
Jan 30 → Feb 13, 2026
10 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 9 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 23, 2026
5 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 15 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 24 → Mar 3, 2026
5 business days (counted)
Running total: 20 of ? biz days used
Created: Jan 12, 2026 Completed: Mar 3, 2026
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Jan 12 → Jan 12 Created ▶ Running 0 0
Jan 12 → Jan 19 Awaiting Parts ⏸ Paused 4 —
Jan 19 → Jan 20 Ready for Scheduling ▶ Running 1 1
Jan 20 → Jan 20 Assigned ▶ Running 0 1
Jan 20 → Jan 30 Scheduled ▶ Running 8 9
Jan 30 → Feb 13 Awaiting Parts ⏸ Paused 10 —
Feb 13 → Feb 16 Ready for Scheduling ▶ Running 0 9
Feb 16 → Feb 16 Assigned ▶ Running 0 9
Feb 16 → Feb 23 Scheduled ▶ Running 5 14
Feb 23 → Feb 24 Reschedule ▶ Running 1 15
Feb 24 → Mar 3 Scheduled ▶ Running 5 20
Dispatch 0.0d
Material Management 15.6d
Coordinators 23.2d
Field Work 0.0d
Billing 9.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
15.6 days
Over SLA
Coordinators
23.2 days
Over SLA
Field Work
0.0 days
Billing
9.0 days
Over SLA
Created: Jan 12, 2026 Due: Feb 18, 2026 Completed: Mar 3, 2026 (12 days late)
📅
34.1 days Total Age
⏱️
11.0d in Awaiting Parts Longest Stage
🔄
15 transitions Status Changes
⚠️
29.4d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
Visit 1 Jan 30, 2026
Visit 2 Mar 2, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00558129
6008358601
Closed
01/09/2026 14:33:42 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-09 14:33:31 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 ____________________ Note 01/09/2026 14:33:41 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-09 14:33:31 Sales: Jim Primm james.primm@agilent.com mobile: 516-375-4864 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 internal field pm
Priority
High
Origin
Web
Reason
New Case
Contact
Tom Milligan
Owner
Leona Coonrod
Created
Jan 12, 2026
Work Orders from this Case (1)
WO-01337340 (current) Invoiced
Preventive Maintenance • Pete Ramos
Created: Jan 12, 2026 • Closed: Mar 2, 2026
Completed with significant delays
Invoiced • 216 days old
🚨
Primary Delay 11.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 29.4 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
15.6d / 3.0d SLA
Ready for Scheduling
1.5d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
19.5d / 2.0d SLA
Reschedule
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Billing Review
1.0d / 2.0d SLA
Ready to Bill
3.8d / 1.0d SLA
Invoice Pending
4.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
2/24 KSmith -- Rescheduled for 3/2 with Tom on WO-01340871. 8-10am

2/23 KSmith -- Need to reschedule due to the inclement weather that came through the area. Sent email to Tom to reschedule for 3/2

2/17 KSmith -- FSE called off sick today. Rescheduled for 2/23 with Tom on WO-01340871. 9-11am

2/16 KSmith -- Scheduled for tomorrow Tom on WO-01340871

2/13/26 lcoonrod

Per below notes, location confirmed parts received. WO is back in awaiting parts. Moving to RFS


1/20 KSmith -- Scheduled for 1/26 with Tom on WO-01337354. ASC was not aware there were 10 WOs total. Only 1 WO was given to ASC when asked to cover this location.

1/20/26 lcoonrod

Yes we received these parts.

Tom Milligan


1/19/26 lcoonrod

no response to emails (2). left message to confirm they have the parts.


1/16/26 lcoornod sent another email to location to confirm receipt of parts.


1/9/26 lcoonrod email sent to confirm receipt of parts.

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 887785238240 SCHEDULED DELIVERY DATE Tuesday 1/13/26 by end of day Estimated between 8:00 AM - 12:00 PM

Way bill 887786464905 Delivered Monday, 1/12/26 at 10:08 M Signed for by: DWRIGHT

🔧 Work Performed
1/30 Tech found the Unit needs a new pump 3/2 Technician completed preventive maintenance (PM) on the unit and installed a new pump.
🔍 Technician Findings
pm and pump not working
⚠️ Problem Description
01/09/2026 14:33:42 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-09 14:33:31 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 ____________________ Note 01/09/2026 14:33:41 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-09 14:33:31 Sales: Jim Primm james.primm@agilent.com mobile: 516-375-4864 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 internal field pm
📄 Description
Wet, Helium LD MR15
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Jan 12, 1:37 PM
Case Number: 00558129
Subject: 6008358601
Status: Closed
📋
Work Order Created Jan 12, 1:49 PM
Work Order: WO-01337340
Type: Preventive Maintenance
Priority: PSM
🔩
▶
2 6x Parts Added Jan 12, 2:05 PM
6x Parts Added → Status: Awaiting Parts
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 16m
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Jan 19, 2:14 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7d 0h
👷
▶
2 Technician Assigned Jan 20, 9:50 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 35m
🗓️
▶
2 Status: Scheduled Jan 20, 11:13 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-01-26T14:00:00.000+0000
⏳ 4.0 business days
💵
2x Expenses Added Jan 23, 3:57 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Jan 26, 12:19 PM
Scheduled For: 2026-01-27T14:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
3 3x Labor Added Jan 30, 9:23 AM
3x Labor Added → Parts Requested → Status: Awaiting Parts
📦
Parts Requested
Order: 00089354
Status: Closed
📦
Status: Awaiting Parts by Pete Ramos
From: Scheduled
To: Awaiting Parts
Duration in Previous: 9d 22h
🚨 11.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 13, 2:46 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 14d 5h
⏳ 1.0 business days
👷
▶
3 Technician Assigned Feb 16, 8:14 AM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 2d 17h, 0m
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-02-17T15:00:00.000+0000
⏳ 1.0 business days
📅
Dispatch Scheduled by Kourtney Smith Feb 17, 9:41 AM
Scheduled For: 2026-02-23T15:00:00.000+0000
⚠️ 5.0 business days
🔄
Status: Reschedule by Kourtney Smith Feb 23, 10:40 AM
From: Scheduled
To: Reschedule
Duration in Previous: 7d 2h
🗓️
▶
2 Status: Scheduled Feb 24, 7:58 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-02T14:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
2 3x Labor Added Mar 2, 10:50 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Pete Ramos
From: Scheduled
To: Completed
Duration in Previous: 6d 14h
🏁
Status: Closed by Pete Ramos Mar 2, 11:01 PM
From: Completed
To: Closed
Duration in Previous: 10m
⏳ 2.1 business days
💵
Status: Billing Review by Hannah Shaw Mar 4, 9:41 PM
From: Closed
To: Billing Review
Duration in Previous: 1d 22h
📄
Status: Ready to Bill by MICHAEL MCNAMARA Mar 5, 6:52 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 9h 11m
⏳ 3.2 business days
📨
Status: Invoice Pending by Hannah Shaw Mar 10, 2:22 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4d 18h
⏳ 4.0 business days
💰
Status: Invoiced by Hannah Shaw Mar 15, 9:34 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5d 19h
🚨 106.0 business days
🧾
Invoice Created Aug 13, 9:39 PM
Invoice Number: SM-256053

Bottlenecks

Awaiting Parts
Duration: 4.6 business days (threshold: 3.0 business days)
Exceeded by 1.6 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Awaiting Parts
Duration: 11.0 business days (threshold: 3.0 business days)
Exceeded by 8.0 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 5.5 business days (threshold: 2.0 business days)
Exceeded by 3.5 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 3.8 business days (threshold: 1.0 business days)
Exceeded by 2.8 business days
Invoice Pending
Duration: 4.2 business days (threshold: 2.0 business days)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00558129
Closed
📦
Parts Order 00089354
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Pete Ramos
Scheduled
Mar 2, 9:00 AM
Created
Jan 12, 1:49 PM
Invoice #
SM-256053

Work Details (14)

Name Type Status Qty Amount Date
WL-03061739 Parts Open 1 $0.00 Jan 12, 2:05 PM
WL-03061740 Parts Open 1 $0.00 Jan 12, 2:05 PM
WL-03061741 Parts Open 1 $0.00 Jan 12, 2:05 PM
WL-03061742 Parts Open 1 $0.00 Jan 12, 2:05 PM
WL-03061743 Parts Open 1 $0.00 Jan 12, 2:05 PM
WL-03061744 Parts Open 1 $0.00 Jan 12, 2:05 PM
WL-03077022 Expenses Open 1 $5.15 Jan 23, 3:57 PM
WL-03077023 Expenses Open 1 $275.28 Jan 23, 3:57 PM
WL-03084664 Labor Open 2.25 $0.00 Jan 30, 9:23 AM
WL-03084665 Labor Open 2 $180.00 Jan 30, 9:23 AM
WL-03084666 Travel Open 117 $450.00 Jan 30, 9:23 AM
WL-03127358 Labor Open 2.25 $0.00 Mar 2, 10:50 PM
WL-03127359 Labor Open 4 $541.00 Mar 2, 10:50 PM
WL-03127360 Travel Open 117 $450.00 Mar 2, 10:50 PM

Details