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Detailed work order timeline, KPIs, and analysis

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WO-01338392 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 City of San Jose - Environmental Svcs Div — 4245 Zanker Rd, SAN JOSE CA, 95134

Jan 19, 2026 → Mar 11, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (14 biz days early)
Active: 36 biz days
🕐 Clock stopped: Completed (Mar 11, 2026)
▶ Clock Running
Status: Created
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Jan 19 → Jan 28, 2026
7 business days (counted)
Running total: 7 of ? biz days used
29d
▶ Clock Running
Status: Scheduled
Jan 28 → Mar 11, 2026
29 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 11 → Mar 11, 2026
0 business days (counted)
Running total: 36 of ? biz days used
Created: Jan 19, 2026 Completed: Mar 11, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 19 → Jan 19 Created ▶ Running 0 0
Jan 19 → Jan 19 Ready for Scheduling ▶ Running 0 0
Jan 19 → Jan 28 Assigned ▶ Running 7 7
Jan 28 → Mar 11 Scheduled ▶ Running 29 36
Mar 11 → Mar 11 Tech On Site ▶ Running 0 36
Coordinators 36.7d
Field Work 0.8d
Billing 19.6d
✓ SLA Met
Coordinators
36.7 days
Over SLA
Field Work
0.8 days
Billing
19.6 days
Over SLA
Created: Jan 19, 2026 Due: Mar 31, 2026 Completed: Mar 11, 2026 (20 days early)
📅
36.0 days Total Age
⏱️
29.7d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
52.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560109
6008294746
Closed
28R SYS-GC-7890A-M Contract ends 09/14/2026 repair included PM G3440A US11311038 Agilent 7890A Series GC Custom
Priority
High
Origin
Web
Reason
New Case
Contact
Ngoc Le
Owner
Leona Coonrod
Created
Jan 19, 2026
Work Orders from this Case (1)
WO-01338392 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Jan 19, 2026 • Closed: Mar 11, 2026
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 29.7 days stuck in "Scheduled"
⏱️
Total Delay 52.2 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
7.0d / 0.5d SLA
Scheduled
29.7d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
19.6d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

28 Jan 2026 Larry Alberty

Reached out again for scheduling.


23 Jan 2026 Larry Alberty

Reached out for scheduling


Please assign to Larry Alberty ARP to site is 10 miles. Zone 1

🔧 Work Performed
Completed GC PM.
⚠️ Problem Description
28R SYS-GC-7890A-M Contract ends 09/14/2026 repair included PM G3440A US11311038 Agilent 7890A Series GC Custom
📄 Description
Agilent 7890A Series GC
📞 Call Description
MAR 2026 GC PM

Timeline

📞
Case Linked Jan 19, 9:09 AM
Case Number: 00560109
Subject: 6008294746
Status: Closed
📋
▶
3 Work Order Created Jan 19, 9:20 AM
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: Larry Alberty
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Jan 28, 1:42 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-03-11T13:00:00.000+0000
🚨 30.0 business days
🔧
▶
2 Status: Tech On Site Mar 11, 10:18 AM
Status: Tech On Site → 4x Travel Added
🚗
4x Travel Added
Type: Travel, Parts
Status: Open
Qty: 10
✔️
▶
3 Status: Completed Mar 11, 4:15 PM
Status: Completed → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1, 4
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 3m
📄
Status: Ready to Bill by Hannah Shaw Mar 12, 10:23 AM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 4m
🚨 18.0 business days
💵
▶
2 Status: Billing Review Apr 6, 3:30 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: 2m
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 21h 3m
💰
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: 7.0 business days (threshold: 4.0 business hours)
Exceeded by 6.5 business days
Scheduled
Duration: 29.7 business days (threshold: 2.0 business days)
Exceeded by 27.7 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours
Ready to Bill
Duration: 18.0 business days (threshold: 1.0 business days)
Exceeded by 17.0 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours

🔗 Related Artifacts

📞
Case 00560109
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Mar 11, 9:00 AM
Created
Jan 19, 9:20 AM
Invoice #
SM-258564

Work Details (7)

Name Type Status Qty Amount Date
WL-03138904 Travel Open 10 $0.00 Mar 11, 10:20 AM
WL-03138905 Travel Open 10 $0.00 Mar 11, 10:20 AM
WL-03138906 Parts Open 1 $0.00 Mar 11, 10:20 AM
WL-03138907 Parts Open 1 $0.00 Mar 11, 10:20 AM
WL-03139755 Labor Open 1 $75.00 Mar 11, 4:17 PM
WL-03139756 Labor Open 4 $302.50 Mar 11, 4:17 PM
WL-03139757 Labor Open 1 $75.00 Mar 11, 4:17 PM

Details