Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338169 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • PM-EXT • PSM

📍 CoorsTek Inc — 4545 Mc Intyre St, Golden CO, 80403

Jan 15, 2026 → Feb 10, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (5 biz days late)
Active: 16 biz days
Paused: 1 biz days
🕐 Clock stopped: Tech Off Site (Feb 10, 2026)
▶ Clock Running
Status: Created
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Jan 15 → Jan 19, 2026
1 business day (not counted)
2d
▶ Clock Running
Status: Ready for Scheduling
Jan 19 → Jan 21, 2026
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 21 → Jan 22, 2026
1 business day (counted)
Running total: 3 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Jan 22 → Feb 3, 2026
8 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Entered
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 11 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 10, 2026
5 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 16 of ? biz days used
Created: Jan 15, 2026 Tech Off Site: Feb 10, 2026
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Jan 15 → Jan 15 Created ▶ Running 0 0
Jan 15 → Jan 19 Awaiting Parts ⏸ Paused 1 —
Jan 19 → Jan 21 Ready for Scheduling ▶ Running 2 2
Jan 21 → Jan 22 Assigned ▶ Running 1 3
Jan 22 → Feb 3 Scheduled ▶ Running 8 11
Feb 3 → Feb 3 Entered ▶ Running 0 11
Feb 3 → Feb 3 Assigned ▶ Running 0 11
Feb 3 → Feb 10 Scheduled ▶ Running 5 16
Feb 10 → Feb 10 Tech On Site ▶ Running 0 16
Dispatch 0.0d
Material Management 1.2d
Coordinators 18.2d
Field Work 0.6d
Billing 9.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
1.2 days
Coordinators
18.2 days
Over SLA
Field Work
0.6 days
Billing
9.3 days
Over SLA
Created: Jan 15, 2026 Due: Feb 16, 2026 Completed: Feb 10, 2026 (6 days early)
📅
17.3 days Total Age
⏱️
9.0d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
17.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00559304
6008369683 - FW: Agilent Service Order Confirmation - Coorstek Inc 8106616199
Closed
Parts Prediction 01/13/2026 09:20:20 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-13 08:20:09 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP X3815-67000 ____________________ Note 01/13/2026 09:20:19 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-13 08:20:09 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Sean O’Brien; sean.obrien@agilent.com; Mobile: 281-352-5334 Cust requested annual PM service
Priority
Standard
Origin
Email
Reason
New Case
Contact
Dasha Kercel
Owner
Leona Coonrod
Created
Jan 15, 2026
Work Orders from this Case (1)
WO-01338169 (current) Invoiced
PM-EXT • Ben Heinz
Created: Jan 15, 2026 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 210 days old
🚨
Primary Delay 9.0 days stuck in "Scheduled"
⏱️
Total Delay 17.7 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
Awaiting Parts
1.2d / 3.0d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Assigned
1.6d / 0.5d SLA
Scheduled
14.5d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Closed
1.7d / 1.0d SLA
Billing Review
2.0d / 2.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
6.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1/22 KKelch Dasha called me back to schedule for 2/10 between 9 and 11 am. Customer confirmed. 

1/21 KKelch called Dasha to schedule for 2/10 between 9 and 11 am. Left VM. 

1/19/26 lcoonrod

I received all the parts and stored them in my office.

Dasha Kercel


1/16/26 lcoonrod sending email to confirm receipt

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

VSFLDDP Diaphragm Pump Maintenance Kit

X3815-67000 IDP-15 Tip Seal Replacement Kit


way bill 887939748079 Delivered Friday, 1/16/26 at 10:23 AM Signed for by: M.Disney

way bill 887944975776 Delivered Friday, 1/16/26 at 10:23 AM Signed for by: M.Disney


1/15/26 lcoonrod All parts shipped. no delivery dates yet.

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

VSFLDDP Diaphragm Pump Maintenance Kit

X3815-67000 IDP-15 Tip Seal Replacement Kit


way bill 887939748079We'll add a delivery date as soon as we get your package.way bill 887944975776We'll add a delivery date as soon as we get your package


🔧 Work Performed
10 Feb 2026 BJH: PM performed. Hot Ion Source replaced. Seal between Spec and Turbo replaced. Valve faces and o-rings replaced. Internal Standard replaced. Other o-rings/seals replaced as part of PM Unit partially reassembled for testing. Unit checked for leaks. Both filaments calibrate. Scroll Pump Face Seals replaced, Diaphragm pump valves and diaphragm replaced. Unit checked for leaks, calibrated, and returned to service.
🔍 Technician Findings
Unit working, no issues reported.
⚠️ Problem Description
Parts Prediction 01/13/2026 09:20:20 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-13 08:20:09 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP X3815-67000 ____________________ Note 01/13/2026 09:20:19 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-13 08:20:09 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Sean O’Brien; sean.obrien@agilent.com; Mobile: 281-352-5334 Cust requested annual PM service
📄 Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Jan 15, 8:57 AM
Case Number: 00559304
Subject: 6008369683 - FW: Agilent Service Order Confirmation - Coorstek Inc 8106616199
Status: Closed
📋
Work Order Created Jan 15, 4:56 PM
Work Order: WO-01338169
Type: PM-EXT
Priority: PSM
🔩
▶
2 6x Parts Added Jan 15, 5:02 PM
6x Parts Added → Status: Awaiting Parts
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 6m
⏳ 1.9 business days
📅
Status: Ready for Scheduling by Leona Coonrod Jan 19, 10:16 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 3d 17h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Jan 21, 2:02 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 3h
🗓️
▶
2 Status: Scheduled Jan 22, 11:08 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-10T15:00:00.000+0000
⚠️ 9.0 business days
🆕
▶
3 Status: Entered Feb 3, 2:27 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: Curtis Sprague, Ben Heinz
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2026-02-10T15:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Ben Heinz Feb 10, 10:32 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 20h
🚗
Status: Tech Off Site by Ben Heinz Feb 10, 2:39 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4h 6m
⏱️
▶
2 5x Labor Added Feb 10, 3:30 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Ben Heinz
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 54m, 0m
⏳ 2.0 business days
💵
Status: Billing Review by Hannah Shaw Feb 11, 9:00 PM
From: Closed
To: Billing Review
Duration in Previous: 1d 5h
⏳ 2.4 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Feb 16, 7:28 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 4d 10h
⏳ 1.0 business days
📨
Status: Invoice Pending by Hannah Shaw Feb 17, 9:39 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1d 14h
⚠️ 6.3 business days
💰
▶
2 Status: Invoiced Feb 25, 11:08 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254236

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Scheduled
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.4 business hours
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Invoice Pending
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00559304
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
PM-EXT
Branch
ERLA - PROD
Technician
Ben Heinz
Scheduled
Feb 10, 10:00 AM
Created
Jan 15, 4:56 PM
Invoice #
SM-254236

Work Details (11)

Name Type Status Qty Amount Date
WL-03066864 Parts Open 1 $0.00 Jan 15, 5:02 PM
WL-03066865 Parts Open 1 $0.00 Jan 15, 5:02 PM
WL-03066866 Parts Open 1 $0.00 Jan 15, 5:02 PM
WL-03066867 Parts Open 1 $0.00 Jan 15, 5:02 PM
WL-03066868 Parts Open 1 $0.00 Jan 15, 5:02 PM
WL-03066869 Parts Open 1 $0.00 Jan 15, 5:02 PM
WL-03099434 Labor Open 1 $0.00 Feb 10, 3:30 PM
WL-03099435 Labor Open 4.25 $644.00 Feb 10, 3:30 PM
WL-03099436 Labor Open 0.75 $0.00 Feb 10, 3:30 PM
WL-03099437 Travel Open 36 $150.00 Feb 10, 3:30 PM
WL-03099438 Travel Open 36 $0.00 Feb 10, 3:30 PM

Details