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WO-01337809 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Natera Inc — 13011 McCallen Pass, AUSTIN TX, 78753

Jan 14, 2026 → Jun 1, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jun 30, 2026
✓ SLA Met (20 biz days early)
Active: 95 biz days
🕐 Clock stopped: Completed (Jun 1, 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
66d
▶ Clock Running
Status: Assigned
Jan 14 → Apr 20, 2026
66 business days (counted)
Running total: 66 of ? biz days used
29d
▶ Clock Running
Status: Scheduled
Apr 20 → Jun 1, 2026
29 business days (counted)
Running total: 95 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jun 1 → Jun 1, 2026
0 business days (counted)
Running total: 95 of ? biz days used
Created: Jan 14, 2026 Completed: Jun 1, 2026
Show SLA Clock Detail (5 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 → Apr 20 Assigned ▶ Running 66 66
Apr 20 → Jun 1 Scheduled ▶ Running 29 95
Jun 1 → Jun 1 Tech On Site ▶ Running 0 95
Dispatch 0.0d
Coordinators 96.5d
Field Work 0.7d
Billing 23.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
96.5 days
Over SLA
Field Work
0.7 days
Billing
23.0 days
Over SLA
Created: Jan 14, 2026 Due: Jun 30, 2026 Completed: Jun 1, 2026 (29 days early)
📅
95.8 days Total Age
⏱️
66.8d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
117.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557933
need Agilent product built - - 6008235083
Closed
28R SYS-TS-4200B Contract ends 06/08/2027 repair included PM G2991B DEDAC02307 4200 TapeStation instrument
Priority
High
Origin
Web
Reason
New Case
Contact
Chance Nguyen
Owner
Leona Coonrod
Created
Jan 12, 2026
Work Orders from this Case (1)
WO-01337809 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Jan 14, 2026 • Closed: Jun 1, 2026
Completed with significant delays
Invoiced • 214 days old
🚨
Primary Delay 66.8 days stuck in "Assigned"
⏱️
Total Delay 117.4 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
Assigned
66.8d / 0.5d SLA
Scheduled
29.7d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Ready to Bill
23.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/20/26 lcoonrod added to FSM board for 6/1


Please assign to Jose Gutierrez ARP to site is 93 miles. Zone 2 JGutierrez 03/03/2026 - Reached out to customer offering schedule date.

🔧 Work Performed
Performed annual 4200B TapeStation preventive maintenance per PM checklist. Overall System Verification test passed.
⚠️ Problem Description
28R SYS-TS-4200B Contract ends 06/08/2027 repair included PM G2991B DEDAC02307 4200 TapeStation instrument
📄 Description
Agilent G2991B - 4200 Tape Station
📞 Call Description
JUN 2025 TS PM

Timeline

📞
Case Linked Jan 12, 8:47 AM
Case Number: 00557933
Subject: need Agilent product built - - 6008235083
Status: Closed
⏳ 3.0 business days
📋
▶
3 Work Order Created Jan 14, 12:28 PM
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
🚨 67.0 business days
🗓️
▶
2 Status: Scheduled Apr 20, 2:20 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-06-01T14:00:00.000+0000
🚨 30.0 business days
🔧
Status: Tech On Site by Craig Dempsey Jun 1, 11:04 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 41d 20h
⏱️
▶
2 5x Labor Added Jun 1, 12:40 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site
To: Completed
Duration in Previous: 1h 37m
🏁
Status: Closed by Jose Gutierrez Jun 1, 4:42 PM
From: Completed
To: Closed
Duration in Previous: 3h 59m
⏳ 2.9 business days
🔩
▶
2 3x Parts Added Jun 3, 9:50 AM
3x Parts Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 1d 17h
🚨 23.0 business days
📨
▶
2 Status: Invoice Pending Jul 7, 4:04 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
⏳ 3.0 business days
🧾
Invoice Created Jul 9, 12:00 PM
Invoice Number: SM-266665

Bottlenecks

Assigned
Duration: 66.8 business days (threshold: 4.0 business hours)
Exceeded by 66.3 business days
Scheduled
Duration: 29.7 business days (threshold: 2.0 business days)
Exceeded by 27.7 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Ready to Bill
Duration: 23.0 business days (threshold: 1.0 business days)
Exceeded by 22.0 business days

🔗 Related Artifacts

📞
Case 00557933
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Jun 1, 10:00 AM
Created
Jan 14, 12:28 PM
Invoice #
SM-266665

Work Details (8)

Name Type Status Qty Amount Date
WL-03243892 Labor Open 2 $180.00 Jun 1, 12:40 PM
WL-03243893 Labor Open 2.5 $242.00 Jun 1, 12:40 PM
WL-03243894 Labor Open 2 $180.00 Jun 1, 12:40 PM
WL-03243895 Travel Open 93 $0.00 Jun 1, 12:40 PM
WL-03243896 Travel Open 93 $0.00 Jun 1, 12:40 PM
WL-03246628 Parts Open 1 $0.00 Jun 3, 9:50 AM
WL-03246629 Parts Open 1 $0.00 Jun 3, 9:50 AM
WL-03246630 Parts Open 1 $0.00 Jun 3, 9:50 AM

Details