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WO-01338419 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Thermo Fisher Scientific Inc — 6065 Sunol Blvd, Pleasanton CA, 94566

Jan 19, 2026 → Mar 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (5 biz days early)
Active: 45 biz days
🕐 Clock stopped: Completed (Mar 24, 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
40d
▶ Clock Running
Status: Scheduled
Jan 23 → Mar 23, 2026
40 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 23 → Mar 24, 2026
1 business day (counted)
Running total: 45 of ? biz days used
Created: Jan 19, 2026 Completed: Mar 24, 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 23 Scheduled ▶ Running 40 44
Mar 23 → Mar 24 Tech On Site ▶ Running 1 45
Coordinators 44.6d
Field Work 1.1d
Billing 8.1d
✓ SLA Met
Coordinators
44.6 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
8.1 days
Over SLA
Created: Jan 19, 2026 Due: Mar 31, 2026 Completed: Mar 24, 2026 (7 days early)
📅
44.1 days Total Age
⏱️
40.6d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
51.3d 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 #00560121
6008369795
Closed
28U SYS-LC-1260-E Contract ends 12/31/2026 repair included PMPLUS / EOQ PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G1379B JP82010387 1260 Infinity Micro Degasser. G1367D DE82555365 1200 Series High Performance ALS SL Plus G1330B-B DE60565862 1200 Cooled Thermostatted ALS G1316B DE60559434 1200 Series Thermost. Col. Compartm. SL G1315D-B DE64259440 1200 Series Diode Array Detector G1312B DE63059622 1260 Binary Pump G1321A DE90959172 1200 Series Fluorescence Detector
Priority
High
Origin
Web
Reason
New Case
Contact
Aimee Acelar
Owner
Leona Coonrod
Created
Jan 19, 2026
Work Orders from this Case (2)
WO-01338419 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Jan 19, 2026 • Closed: Mar 23, 2026
WO-01338422 Invoiced
EOQ • Larry Alberty
Created: Jan 19, 2026 • Closed: Mar 24, 2026
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 40.6 days stuck in "Scheduled"
⏱️
Total Delay 51.3 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
40.6d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
8.1d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

21 Jan 2026 Larry Alberty

Reached out for scheduling.


Please assign to Larry Alberty ARP to site is 13 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
28U SYS-LC-1260-E Contract ends 12/31/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G1379B JP82010387 1260 Infinity Micro Degasser. G1367D DE82555365 1200 Series High Performance ALS SL Plus G1330B-B DE60565862 1200 Cooled Thermostatted ALS G1316B DE60559434 1200 Series Thermost. Col. Compartm. SL G1315D-B DE64259440 1200 Series Diode Array Detector G1312B DE63059622 1260 Binary Pump G1321A DE90959172 1200 Series Fluorescence Detector
📄 Description
LC 1260 System Enhanced LC Features
📞 Call Description
MAR 2026 LC PMPLUS

Timeline

📞
Case Linked Jan 19, 9:47 AM
Case Number: 00560121
Subject: 6008369795
Status: Closed
📋
▶
3 Work Order Created Jan 19, 9:57 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: a0hF0000001pE6KIAU, Larry Alberty
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Jan 23, 2:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-03-23T13:00:00.000+0000
🚨 41.0 business days
🚗
▶
2 5x Travel Added Mar 23, 10:43 AM
5x Travel Added → Status: Tech On Site
🔧
Status: Tech On Site by Larry Alberty
From: Scheduled
To: Tech On Site
Duration in Previous: 58d 19h
⏱️
▶
3 3x Labor Added Mar 23, 9:00 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 10h 17m
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 4.4 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 27, 3:36 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 18h
⚠️ 7.0 business days
💵
▶
2 Status: Billing Review Apr 6, 3:46 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: 20h 48m
💰
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: 40.6 business days (threshold: 2.0 business days)
Exceeded by 38.6 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.0 business hours
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 6.5 business days (threshold: 1.0 business days)
Exceeded by 5.5 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours

🔗 Related Artifacts

📞
Case 00560121
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Mar 23, 9:00 AM
Created
Jan 19, 9:57 AM
Invoice #
SM-258564

Work Details (8)

Name Type Status Qty Amount Date
WL-03155110 Travel Open 10 $0.00 Mar 23, 10:43 AM
WL-03155111 Travel Open 10 $0.00 Mar 23, 10:43 AM
WL-03155112 Parts Open 1 $0.00 Mar 23, 10:43 AM
WL-03155113 Parts Open 1 $0.00 Mar 23, 10:43 AM
WL-03155114 Parts Open 1 $0.00 Mar 23, 10:43 AM
WL-03156252 Labor Open 1 $75.00 Mar 23, 9:00 PM
WL-03156253 Labor Open 5 $544.50 Mar 23, 9:00 PM
WL-03156254 Labor Open 1 $75.00 Mar 23, 9:00 PM

Details