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WO-01337800 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 MD Anderson Cancer Center — 7435 Fannin St, HOUSTON TX, 77054

Jan 14, 2026 → Mar 25, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (4 biz days early)
Active: 48 biz days
🕐 Clock stopped: Completed (Mar 25, 2026)
▶ Clock Running
Status: Created
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Entered
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of ? biz days used
39d
▶ Clock Running
Status: Assigned
Jan 14 → Mar 12, 2026
39 business days (counted)
Running total: 39 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Mar 12 → Mar 25, 2026
9 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 48 of ? biz days used
Created: Jan 14, 2026 Completed: Mar 25, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 14 → Jan 14 Created ▶ Running 0 0
Jan 14 → Jan 14 Ready for Scheduling ▶ Running 0 0
Jan 14 → Jan 14 Assigned ▶ Running 0 0
Jan 14 → Jan 14 Entered ▶ Running 0 0
Jan 14 → Jan 14 Ready for Scheduling ▶ Running 0 0
Jan 14 → Mar 12 Assigned ▶ Running 39 39
Mar 12 → Mar 25 Scheduled ▶ Running 9 48
Mar 25 → Mar 25 Tech On Site ▶ Running 0 48
Dispatch 0.0d
Coordinators 49.8d
Field Work 1.0d
Billing 8.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
49.8 days
Over SLA
Field Work
1.0 days
Billing
8.3 days
Over SLA
Created: Jan 14, 2026 Due: Mar 31, 2026 Completed: Mar 25, 2026 (6 days early)
📅
48.9 days Total Age
⏱️
39.9d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
54.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 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 24, 2026
Visit 2 Mar 25, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557952
need Agilent product built - 6008225403
Closed
28R SYS-TS-4200 Contract ends 03/31/2026 repair included PM HWP7UA50UC 5CG012603D HP ProBk650G5 i5-8365U/500GB/8GB 7UA50UC G2991A DEDAA03481 4200 TapeStation instrument G2964-64030 DEW0720353 TapeStation SW and User Information
Priority
High
Origin
Web
Reason
New Case
Contact
Karen Millerchip
Owner
Leona Coonrod
Created
Jan 12, 2026
Work Orders from this Case (1)
WO-01337800 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Jan 14, 2026 • Closed: Mar 25, 2026
Completed with significant delays
Invoiced • 214 days old
🚨
Primary Delay 39.9 days stuck in "Assigned"
⏱️
Total Delay 54.7 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
39.9d / 0.5d SLA
Scheduled
9.9d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
8.3d / 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 210 miles. Zone 5
🔧 Work Performed
Performed 4200A TapeStation annual preventive maintenance per PM checklist. Overall System Verification test passed.
⚠️ Problem Description
28R SYS-TS-4200 Contract ends 03/31/2026 repair included PM HWP7UA50UC 5CG012603D HP ProBk650G5 i5-8365U/500GB/8GB 7UA50UC G2991A DEDAA03481 4200 TapeStation instrument G2964-64030 DEW0720353 TapeStation SW and User Information
📄 Description
Agilent G2991A - 4200 Tape Station
📞 Call Description
MAR 2026 TS PM

Timeline

📞
Case Linked Jan 12, 9:34 AM
Case Number: 00557952
Subject: need Agilent product built - 6008225403
Status: Closed
⏳ 3.0 business days
📋
▶
5 Work Order Created Jan 14, 12:06 PM
Work Order Created → Status: Ready for Scheduling → Technician Assigned → Status: Entered → Status: Ready for Scheduling
📅
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
🆕
Status: Entered by Leona Coonrod
From: Assigned
To: Entered
Duration in Previous: 2m
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered, Ready for Scheduling
To: Ready for Scheduling, Assigned
Duration in Previous: 1m, 0m
👷
Technician Assigned by Leona Coonrod Jan 14, 12:11 PM
Technician: Jose Gutierrez
🚨 40.0 business days
📅
▶
2 Dispatch Scheduled Mar 12, 12:40 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jose Gutierrez
From: Assigned
To: Scheduled
Duration in Previous: 56d 23h
⚠️ 9.0 business days
💵
2x Expenses Added Mar 24, 12:24 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
2x Labor Added Mar 25, 9:05 AM
Type: Labor, Travel
Status: Open
Qty: 3, 210
🔧
Status: Tech On Site by Jose Gutierrez Mar 25, 10:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 12d 22h
⏱️
▶
2 7x Labor Added Mar 25, 6:35 PM
7x Labor Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 51m, 0m
⏳ 2.7 business days
🔩
▶
2 4x Parts Added Mar 27, 3:52 PM
4x Parts Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 1d 21h
⚠️ 7.0 business days
💵
▶
2 Status: Billing Review Apr 6, 1:54 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: 4m
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 22h 38m
💰
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: 39.9 business days (threshold: 4.0 business hours)
Exceeded by 39.4 business days
Scheduled
Duration: 9.9 business days (threshold: 2.0 business days)
Exceeded by 7.9 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 6.5 business days (threshold: 1.0 business days)
Exceeded by 5.5 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.0 business hours

🔗 Related Artifacts

📞
Case 00557952
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Mar 25, 10:00 AM
Created
Jan 14, 12:06 PM
Invoice #
SM-258564

Work Details (15)

Name Type Status Qty Amount Date
WL-03156820 Expenses Open 1 $0.00 Mar 24, 12:24 PM
WL-03156821 Expenses Open 1 $225.00 Mar 24, 12:24 PM
WL-03158276 Labor Open 3 $225.00 Mar 25, 9:05 AM
WL-03158277 Travel Open 210 $0.00 Mar 25, 9:05 AM
WL-03159522 Labor Open 0.083333333333333 $0.00 Mar 25, 6:35 PM
WL-03159523 Labor Open 2 $242.00 Mar 25, 6:35 PM
WL-03159524 Labor Open 3 $225.00 Mar 25, 6:35 PM
WL-03159525 Expenses Open 1 $0.00 Mar 25, 6:35 PM
WL-03159526 Expenses Open 1 $0.00 Mar 25, 6:35 PM
WL-03159527 Travel Open 8 $0.00 Mar 25, 6:35 PM
WL-03159528 Travel Open 210 $0.00 Mar 25, 6:35 PM
WL-03163305 Parts Open 1 $0.00 Mar 27, 3:52 PM
WL-03163306 Parts Open 1 $0.00 Mar 27, 3:52 PM
WL-03163307 Parts Open 1 $0.00 Mar 27, 3:52 PM
WL-03163308 Parts Open 1 $0.00 Mar 27, 3:52 PM

Details