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WO-01338400 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Align Technology Inc — 2820 Orchard Parkway, SAN JOSE CA, 95134

Jan 19, 2026 → Mar 19, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (8 biz days early)
Active: 42 biz days
🕐 Clock stopped: Completed (Mar 19, 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
▶ Clock Running
Status: Assigned
Jan 19 → Jan 23, 2026
4 business days (counted)
Running total: 4 of ? biz days used
38d
▶ Clock Running
Status: Scheduled
Jan 23 → Mar 19, 2026
38 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 19 → Mar 19, 2026
0 business days (counted)
Running total: 42 of ? biz days used
Created: Jan 19, 2026 Completed: Mar 19, 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 23 Assigned ▶ Running 4 4
Jan 23 → Mar 19 Scheduled ▶ Running 38 42
Mar 19 → Mar 19 Tech On Site ▶ Running 0 42
Coordinators 42.1d
Field Work 0.9d
Billing 12.6d
✓ SLA Met
Coordinators
42.1 days
Over SLA
Field Work
0.9 days
Billing
12.6 days
Over SLA
Created: Jan 19, 2026 Due: Mar 31, 2026 Completed: Mar 19, 2026 (12 days early)
📅
42.0 days Total Age
⏱️
38.1d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
51.6d 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 #00560114
6008313098
Closed
28R SYS-LC-1260IIE Contract ends 08/20/2027 repair included PM PM only - customer supplies the UV lamp G7129C DEAGQ05462 1260 Infinity II Vialsampler G4761A DEBDS12897 Upgrade InfinityLab Sample Thermostat G7116A DEAEM15174 1260 Infinity II Multicolumn Thermostat G7117C DEAEK14831 1260 Infinity II Diode Array Detector HS G7112B DEAGO09910 1260 Infinity II Binary Pump G4231A 000000000033083275 2pos/6port Valve head, 800 bar G7162B DEBBA00596 1290 Infinity II RI detector
Priority
High
Origin
Web
Reason
New Case
Contact
Sarah Tyler
Owner
Leona Coonrod
Created
Jan 19, 2026
Work Orders from this Case (1)
WO-01338400 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Jan 19, 2026 • Closed: Mar 19, 2026
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 38.1 days stuck in "Scheduled"
⏱️
Total Delay 51.6 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
4.0d / 0.5d SLA
Scheduled
38.1d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.4d / 1.0d SLA
Ready to Bill
12.6d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
28R SYS-LC-1260IIE Contract ends 08/20/2027 repair included PM PM only - customer supplies the UV lamp PM only - customer supplies the UV lamp G7129C DEAGQ05462 1260 Infinity II Vialsampler G4761A DEBDS12897 Upgrade InfinityLab Sample Thermostat G7116A DEAEM15174 1260 Infinity II Multicolumn Thermostat G7117C DEAEK14831 1260 Infinity II Diode Array Detector HS G7112B DEAGO09910 1260 Infinity II Binary Pump G4231A 000000000033083275 2pos/6port Valve head, 800 bar G7162B DEBBA00596 1290 Infinity II RI detector
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
MAR 2026 LC PM

Timeline

📞
Case Linked Jan 19, 9:25 AM
Case Number: 00560114
Subject: 6008313098
Status: Closed
📋
▶
3 Work Order Created Jan 19, 9:33 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
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Jan 23, 5:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-03-19T13:00:00.000+0000
🚨 38.8 business days
🔧
Status: Tech On Site by Larry Alberty Mar 19, 9:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 54d 14h
🚗
4x Travel Added Mar 19, 11:12 AM
Type: Travel, Parts
Status: Open
Qty: 15
✔️
▶
2 Status: Completed Mar 19, 4:38 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1, 4
🏁
Status: Closed by Larry Alberty Mar 19, 4:43 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏳ 2.4 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 23, 4:14 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 11h
🚨 11.0 business days
💵
▶
2 Status: Billing Review Apr 6, 3:12 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: 1m
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 21h 22m
💰
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: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 38.1 business days (threshold: 2.0 business days)
Exceeded by 36.1 business days
Closed
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Ready to Bill
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.8 business hours

🔗 Related Artifacts

📞
Case 00560114
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Mar 19, 9:00 AM
Created
Jan 19, 9:33 AM
Invoice #
SM-258564

Work Details (7)

Name Type Status Qty Amount Date
WL-03150991 Travel Open 15 $0.00 Mar 19, 11:12 AM
WL-03150992 Travel Open 15 $0.00 Mar 19, 11:12 AM
WL-03150993 Parts Open 1 $0.00 Mar 19, 11:12 AM
WL-03150994 Parts Open 1 $0.00 Mar 19, 11:12 AM
WL-03151853 Labor Open 1 $75.00 Mar 19, 4:43 PM
WL-03151854 Labor Open 4 $544.50 Mar 19, 4:43 PM
WL-03151855 Labor Open 1 $75.00 Mar 19, 4:43 PM

Details