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WO-01338086 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 University of North Texas — 3420 Darcy St, FORT WORTH TX, 76107

Jan 15, 2026 → Mar 31, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✗ SLA Missed (1 biz days late)
Active: 52 biz days
🕐 Clock stopped: Completed (Apr 1, 2026)
▶ Clock Running
Status: Created
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of ? biz days used
46d
▶ Clock Running
Status: Assigned
Jan 15 → Mar 24, 2026
46 business days (counted)
Running total: 46 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Mar 24 → Apr 1, 2026
6 business days (counted)
Running total: 52 of ? biz days used
Created: Jan 15, 2026 Completed: Apr 1, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 15 → Jan 15 Created ▶ Running 0 0
Jan 15 → Jan 15 Ready for Scheduling ▶ Running 0 0
Jan 15 → Mar 24 Assigned ▶ Running 46 46
Mar 24 → Apr 1 Scheduled ▶ Running 6 52
Dispatch 0.0d
Coordinators 52.9d
Billing 4.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
52.9 days
Over SLA
Billing
4.8 days
Over SLA
Created: Jan 15, 2026 Due: Mar 31, 2026 Completed: Apr 1, 2026 (on time)
📅
51.9 days Total Age
⏱️
46.6d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
53.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 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 30, 2026
Visit 2 Mar 31, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00559476
6008225148
Closed
20L SYS-TS-4200 Contract ends 06/04/2026 repair included PM G2991A DEDAA00296 4200 TapeStation instrument G2964-64030 DEW0630367 TapeStation SW and User Information
Priority
High
Origin
Web
Reason
New Case
Contact
Dixie Peters
Owner
Leona Coonrod
Created
Jan 15, 2026
Work Orders from this Case (1)
WO-01338086 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Jan 15, 2026 • Closed: Mar 31, 2026
Completed with significant delays
Invoiced • 213 days old
🚨
Primary Delay 46.6 days stuck in "Assigned"
⏱️
Total Delay 53.9 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
46.6d / 0.5d SLA
Scheduled
6.2d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
4.6d / 1.0d SLA
Billing Review
0.1d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
JGutierrez 03/17/2026 - I have been attempting to reach out to my customer contact to schedule this, but have yet to hear a response after 3 emails. Looking for other possible contacts. Please assign to Jose Gutierrez ARP to site is 264 miles. Zone 6
🔧 Work Performed
Performed 4200A TapeStation annual preventive maintenance per PM checklist. Updated customer TapeStation Control software from revision 4.1.1 to 5.2. Updated TapeStation firmware revision. Overall TapeStation System Verification Diagnostics tests passed.
⚠️ Problem Description
20L SYS-TS-4200 Contract ends 06/04/2026 repair included PM G2991A DEDAA00296 4200 TapeStation instrument G2964-64030 DEW0630367 TapeStation SW and User Information
📄 Description
Agilent G2991A - 4200 Tape Station
📞 Call Description
MAR 2025 TS PM

Timeline

📞
▶
4 Case Linked Jan 15, 1:52 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01338086
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: Jose Gutierrez
🚨 47.0 business days
🗓️
▶
2 Status: Scheduled Mar 24, 12:10 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-03-31T14:00:00.000+0000
⚠️ 5.0 business days
💵
2x Expenses Added Mar 30, 11:43 AM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 Labor Added Mar 30, 8:39 PM
Labor Added → 2x Expenses Added
💵
2x Expenses Added
Type: Expenses, Travel
Status: Open
Qty: 1, 167
⏳ 1.4 business days
🚗
▶
2 5x Travel Added Mar 31, 9:50 PM
5x Travel Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2
✔️
Status: Completed by Jose Gutierrez Mar 31, 9:56 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 7d 9h, 0m
⏳ 2.3 business days
📄
Status: Ready to Bill by Hannah Shaw Apr 2, 12:15 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 14h
⏳ 3.0 business days
💵
Status: Billing Review by Hannah Shaw Apr 6, 2:01 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 4d 1h
📄
Status: Ready to Bill by Hannah Shaw Apr 6, 3:08 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 1h 7m
💵
Status: Billing Review by Hannah Shaw Apr 6, 3:34 PM
From: Ready to Bill, Billing Review
To: Billing Review, Ready to Bill
Duration in Previous: 26m, 0m
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 21h 0m
💰
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: 46.6 business days (threshold: 4.0 business hours)
Exceeded by 46.1 business days
Scheduled
Duration: 6.2 business days (threshold: 2.0 business days)
Exceeded by 4.2 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours

🔗 Related Artifacts

📞
Case 00559476
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Mar 31, 10:00 AM
Created
Jan 15, 1:54 PM
Invoice #
SM-258564

Work Details (11)

Name Type Status Qty Amount Date
WL-03165131 Expenses Open 1 $0.00 Mar 30, 11:43 AM
WL-03165132 Expenses Open 1 $225.00 Mar 30, 11:43 AM
WL-03166128 Labor Open 3.5 $262.50 Mar 30, 8:39 PM
WL-03166130 Expenses Open 1 $0.00 Mar 30, 8:42 PM
WL-03166131 Travel Open 167 $0.00 Mar 30, 8:42 PM
WL-03168050 Travel Open 278 $0.00 Mar 31, 9:50 PM
WL-03168045 Labor Open 0.5 $37.50 Mar 31, 9:50 PM
WL-03168047 Labor Open 4.5 $337.50 Mar 31, 9:50 PM
WL-03168048 Expenses Open 1 $0.00 Mar 31, 9:50 PM
WL-03168049 Travel Open 8 $0.00 Mar 31, 9:50 PM
WL-03168052 Labor Open 2 $242.00 Mar 31, 9:53 PM

Details