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WO-01338753 ↗ ServiceMax

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

📍 Abbott Laboratories — 6101 Stoneridge Dr, Pleasanton CA, 94588

Jan 20, 2026 → Mar 25, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (32 biz days late)
Active: 41 biz days
Paused: 5 biz days
🕐 Clock stopped: Completed (Mar 26, 2026)
▶ Clock Running
Status: Created
Jan 20 → Jan 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Jan 20 → Jan 27, 2026
5 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of ? biz days used
40d
▶ Clock Running
Status: Scheduled
Jan 27 → Mar 25, 2026
40 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 25 → Mar 26, 2026
1 business day (counted)
Running total: 41 of ? biz days used
Created: Jan 20, 2026 Completed: Mar 26, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 20 → Jan 20 Created ▶ Running 0 0
Jan 20 → Jan 27 Awaiting Parts ⏸ Paused 5 —
Jan 27 → Jan 27 Ready for Scheduling ▶ Running 0 0
Jan 27 → Jan 27 Assigned ▶ Running 0 0
Jan 27 → Mar 25 Scheduled ▶ Running 40 40
Mar 25 → Mar 25 Tech On Site ▶ Running 0 40
Mar 25 → Mar 25 Scheduled ▶ Running 0 40
Mar 25 → Mar 26 Tech On Site ▶ Running 1 41
Dispatch 0.0d
Material Management 5.2d
Coordinators 41.3d
Field Work 1.1d
Billing 9.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.2 days
Over SLA
Coordinators
41.3 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
9.5 days
Over SLA
Created: Jan 20, 2026 Due: Feb 17, 2026 Completed: Mar 26, 2026 (36 days late)
📅
45.3 days Total Age
⏱️
40.0d in Scheduled Longest Stage
🔄
15 transitions Status Changes
⚠️
44.5d 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 Larry Alberty — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 25, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00560592
6008395710
Closed
Parts Prediction 01/20/2026 12:23:52 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-20 12:23:42 670029096 VSFLDHIS VSFLDCL VSFLDOV G8603-60002 EXPTS0620SC ____________________ Note 01/20/2026 12:23:51 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-20 12:23:42 sales Brian Kaemmer brian.kaemmer@agilent.com mobile: 707-251-9760 field pm Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236
Priority
Standard
Origin
Email
Reason
New Case
Contact
Dan Watnick
Owner
Leona Coonrod
Created
Jan 20, 2026
Work Orders from this Case (1)
WO-01338753 (current) Invoiced
PM-EXT • Larry Alberty
Created: Jan 20, 2026 • Closed: Mar 25, 2026
Completed with significant delays
Invoiced • 208 days old
🚨
Primary Delay 40.0 days stuck in "Scheduled"
⏱️
Total Delay 44.5 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
5.2d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Assigned
1.0d / 0.5d SLA
Scheduled
40.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
1.8d / 2.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
5.8d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

27 Jan 2026 Larry Alberty

Reached out for scheduling.


27 Jan 2026 Larry Alberty

Placed in my queue.


1/27/26 lcoonrod

Yes we got the parts. 

Dan Watnick


1/26/26 lcoonrod

way bill 888071651309 Delivered Wednesday, 1/21/26 at 9:50 AM Signed for by: C.Candice

way bill 888077636763 Delivered Wednesday, 1/21/26 at 9:50 AM Signed for by: C.Candice



1/20/26 lcoonrod parts have been ordered but have not shipped

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

G8603-60002 3 Way Valve

EXPTS0620SC EXCHANGE TRISCROLL 620 MODULE LD VERSI

🔧 Work Performed
25 March 2026 The following items were completed. # Complete inspection and cleaning of spectrometer, valve block and manifold # Replacement of ion source and filaments # New O-rings and seals if needed # Either service of Scroll/Rough pump or service of turbo pump. # Diaphragm pump maintenance # Verification of vacuum system integrity, helium sensitivity and system calibration # Replacement of calibrated leak # Provide ISO traceable certificate for calibrated leak.
⚠️ Problem Description
Parts Prediction 01/20/2026 12:23:52 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-20 12:23:42 670029096 VSFLDHIS VSFLDCL VSFLDOV G8603-60002 EXPTS0620SC ____________________ Note 01/20/2026 12:23:51 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-20 12:23:42 sales Brian Kaemmer brian.kaemmer@agilent.com mobile: 707-251-9760 field pm Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236
📄 Description
VS MD30 Mobile Leak Detector
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Jan 20, 2:52 PM
Case Number: 00560592
Subject: 6008395710
Status: Closed
📋
▶
3 Work Order Created Jan 20, 5:05 PM
Work Order Created → 6x Parts Added → Status: Awaiting Parts
🔩
6x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
⚠️ 5.9 business days
📅
Status: Ready for Scheduling by Leona Coonrod Jan 27, 8:11 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 6d 15h
👷
▶
2 Technician Assigned Jan 27, 10:23 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 11m
🗓️
▶
2 Status: Scheduled Jan 27, 6:58 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-03-25T13:00:00.000+0000
🚨 40.6 business days
🔧
Status: Tech On Site by Larry Alberty Mar 25, 10:29 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 56d 14h
🗓️
▶
2 Status: Scheduled Mar 25, 10:52 AM
Status: Scheduled → Status: Tech On Site
🔧
Status: Tech On Site by Larry Alberty
From: Scheduled
To: Tech On Site
Duration in Previous: 4m
✔️
▶
2 Status: Completed Mar 25, 8:12 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1, 6
🚗
▶
2 2x Travel Added Mar 25, 8:42 PM
2x Travel Added → Status: Closed
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 30m
⏳ 2.4 business days
💵
Status: Billing Review by Hannah Shaw Mar 27, 1:59 PM
From: Closed
To: Billing Review
Duration in Previous: 1d 17h
⏳ 2.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Mar 30, 11:11 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 2d 21h
📨
Status: Invoice Pending by Hannah Shaw Mar 31, 10:03 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 22h 52m
⏳ 2.0 business days
💵
▶
2 Status: Billing Review Apr 1, 1:51 PM
Status: Billing Review → Status: Invoice Pending
📨
Status: Invoice Pending by Hannah Shaw
From: Billing Review
To: Invoice Pending
Duration in Previous: 2m
⏳ 4.0 business days
💰
▶
2 Status: Invoiced Apr 6, 10:11 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-257859

Bottlenecks

Awaiting Parts
Duration: 5.2 business days (threshold: 3.0 business days)
Exceeded by 2.2 business days
Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 40.0 business days (threshold: 2.0 business days)
Exceeded by 38.0 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Invoice Pending
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

📞
Case 00560592
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
PM-EXT
Branch
ERLA - PROD
Technician
Larry Alberty
Scheduled
Mar 25, 9:00 AM
Created
Jan 20, 5:05 PM
Invoice #
SM-257859

Work Details (11)

Name Type Status Qty Amount Date
WL-03072211 Parts Open 1 $0.00 Jan 20, 5:06 PM
WL-03072212 Parts Open 1 $0.00 Jan 20, 5:06 PM
WL-03072213 Parts Open 1 $0.00 Jan 20, 5:06 PM
WL-03072214 Parts Open 1 $0.00 Jan 20, 5:06 PM
WL-03072215 Parts Open 1 $0.00 Jan 20, 5:06 PM
WL-03072216 Parts Open 1 $0.00 Jan 20, 5:06 PM
WL-03159778 Labor Open 1 $0.00 Mar 25, 8:13 PM
WL-03159779 Labor Open 6 $644.00 Mar 25, 8:13 PM
WL-03159780 Labor Open 1 $0.00 Mar 25, 8:13 PM
WL-03159836 Travel Open 20 $150.00 Mar 25, 8:42 PM
WL-03159837 Travel Open 20 $0.00 Mar 25, 8:42 PM

Details