Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01338915 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Preventive Maintenance • PSM

📍 FEI Co — 5350 NE Dawson Creek Dr, Hillsboro OR, 97124

Jan 21, 2026 → Mar 22, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (17 biz days late)
Active: 24 biz days
Paused: 17 biz days
🕐 Clock stopped: Tech Off Site (Mar 22, 2026)
▶ Clock Running
Status: Created
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸17d
⏸ Clock Paused
Status: Awaiting Parts
Jan 21 → Feb 13, 2026
17 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 17, 2026
1 business day (counted)
Running total: 1 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Feb 17 → Feb 26, 2026
7 business days (counted)
Running total: 8 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Feb 26 → Mar 19, 2026
15 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 19 → Mar 22, 2026
1 business day (counted)
Running total: 24 of ? biz days used
Created: Jan 21, 2026 Tech Off Site: Mar 22, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 21 → Jan 21 Created ▶ Running 0 0
Jan 21 → Feb 13 Awaiting Parts ⏸ Paused 17 —
Feb 13 → Feb 17 Ready for Scheduling ▶ Running 1 1
Feb 17 → Feb 26 Assigned ▶ Running 7 8
Feb 26 → Mar 19 Scheduled ▶ Running 15 23
Mar 19 → Mar 22 Tech On Site ▶ Running 1 24
Dispatch 0.0d
Material Management 18.0d
Coordinators 24.6d
Field Work 2.0d
Billing 12.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
18.0 days
Over SLA
Coordinators
24.6 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
12.8 days
Over SLA
Created: Jan 21, 2026 Due: Mar 13, 2026 Completed: Mar 22, 2026 (8 days late)
📅
42.0 days Total Age
⏱️
18.0d in Awaiting Parts Longest Stage
🔄
12 transitions Status Changes
⚠️
46.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
27 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 16, 2026
Visit 2 Mar 19, 2026
Visit 3 Mar 21, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00560812
6007662337
Closed
Note 01/21/2026 09:03:56 WIGEORGE entitled pm; has leak somewhere
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ian MacLeod
Owner
Leona Coonrod
Created
Jan 21, 2026
Work Orders from this Case (1)
WO-01338915 (current) Invoiced
Preventive Maintenance • Kwame Cobb
Created: Jan 21, 2026 • Closed: Mar 22, 2026
Completed with significant delays
Invoiced • 207 days old
🚨
Primary Delay 18.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 46.1 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
18.0d / 3.0d SLA
Ready for Scheduling
1.4d / 1.0d SLA
Assigned
8.0d / 0.5d SLA
Scheduled
15.2d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
0.8d / 2.0d SLA
Ready to Bill
7.0d / 1.0d SLA
Invoice Pending
5.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3-4 Mburris tech is needed on a big job in Sac/

3-4 Mburris The Sac and Hillsboro, OR POC got mixed up so Hillsboro, OR is getting pushed out a week to accommodate with Sac sites urgency

2-26 Mburris called spoke with Ian MacLeod. Advised that an email came over with wrong wo's for his site He set appts for 3-10 at 7am for Hillsboro, Or 3 wo's from email show Sac, CA  / also informed he that site has 5 WO's POC said all parts were sent over next day and that he also has extra parts on site for tech to use.


2/13/26 lcoonrod

sent another email to confirm parts delivery


2/6/23 lcoonrod

sent email to confirm parts delivery.


1/26/26 lcoonrod sent email to confirm receipt of parts

Way bill 888126248275 Delivered Friday, 1/23/26 at 9:48 AM Signed for by: I.Toro

Way bill 888110157304 Delivered Friday, 1/23/26 at 9:48 AM Signed for by: I.Toro



1/21/26 lcoonrod Parts have not shipped 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

G8603-60002 3 Way Valve

🔧 Work Performed
Completed Service Tasks: Inspection and Cleaning Performed a comprehensive inspection and cleaning of: Spectrometer Valve block Manifold Component Replacement: Replaced ion source and filaments Replaced o-rings in diaphram pump. Installed new O-rings and seals where required Replaced tip seal in vacuum pump. System Verification: Verified integrity of the vacuum system Performed helium sensitivity check Completed full system calibration Calibrated Leak Maintenance: Replaced the calibrated leak Supplied ISO traceable certificate for the new calibrated leak
🔍 Technician Findings
As found: Unit in workshop.
⚠️ Problem Description
Note 01/21/2026 09:03:56 WIGEORGE entitled pm; has leak somewhere
📄 Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Jan 21, 9:19 AM
Case Number: 00560812
Subject: 6007662337
Status: Closed
📋
▶
2 Work Order Created Jan 21, 10:18 AM
Work Order Created → 7x Parts Added
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod Jan 21, 10:24 AM
From: Entered
To: Awaiting Parts
Duration in Previous: 5m
🚨 18.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 13, 3:56 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 23d 5h
⏳ 2.0 business days
👷
▶
2 Status: Assigned Feb 17, 10:44 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
⚠️ 8.0 business days
📅
▶
2 Dispatch Scheduled Feb 26, 5:36 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 9d 6h
⏳ 4.8 business days
📅
Dispatch Scheduled by Michael Burris Mar 4, 9:43 AM
Scheduled For: 2026-03-17T15:00:00.000+0000
⏳ 3.0 business days
💵
3x Expenses Added Mar 6, 1:41 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 9.0 business days
💵
7x Expenses Added Mar 18, 3:58 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
2x Labor Added Mar 18, 4:09 PM
Type: Labor, Travel
Status: Open
Qty: 8, 1010
🔧
Status: Tech On Site by Kwame Cobb Mar 19, 10:32 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 20d 15h
⏱️
2x Labor Added Mar 19, 10:37 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 10
⏱️
2x Labor Added Mar 20, 10:37 AM
Type: Labor
Status: Open
Qty: 8, 0.5
⏳ 1.0 business days
🚗
Status: Tech Off Site by Kwame Cobb Mar 22, 5:50 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3d 7h
✔️
▶
2 Status: Completed Mar 22, 6:03 PM
Status: Completed → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 8
💵
3x Expenses Added Mar 22, 6:10 PM
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Kwame Cobb Mar 22, 6:59 PM
From: Completed
To: Closed
Duration in Previous: 55m
💵
Status: Billing Review by Hannah Shaw Mar 23, 3:38 AM
From: Closed
To: Billing Review
Duration in Previous: 8h 39m
📄
Status: Ready to Bill by MICHAEL MCNAMARA Mar 23, 9:49 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 6h 11m
⚠️ 7.0 business days
📨
Status: Invoice Pending by Hannah Shaw Mar 31, 10:03 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 8d 0h
⚠️ 5.0 business days
💰
Status: Invoiced by Hannah Shaw Apr 6, 10:11 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6d 0h
🚨 19.0 business days
🧾
Invoice Created Apr 30, 10:55 PM
Invoice Number: SM-257859

Bottlenecks

Awaiting Parts
Duration: 18.0 business days (threshold: 3.0 business days)
Exceeded by 15.0 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Assigned
Duration: 8.0 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business days
Scheduled
Duration: 15.2 business days (threshold: 2.0 business days)
Exceeded by 13.2 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days
Invoice Pending
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00560812
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Mar 17, 11:00 AM
Created
Jan 21, 10:18 AM
Invoice #
SM-257859

Work Details (27)

Name Type Status Qty Amount Date
WL-03073053 Parts Open 1 $0.00 Jan 21, 10:22 AM
WL-03073054 Parts Open 1 $0.00 Jan 21, 10:22 AM
WL-03073055 Parts Open 1 $0.00 Jan 21, 10:22 AM
WL-03073056 Parts Open 1 $0.00 Jan 21, 10:22 AM
WL-03073057 Parts Open 1 $0.00 Jan 21, 10:22 AM
WL-03073058 Parts Open 1 $0.00 Jan 21, 10:22 AM
WL-03073059 Parts Open 1 $0.00 Jan 21, 10:22 AM
WL-03133585 Expenses Open 1 $689.12 Mar 6, 1:41 PM
WL-03133586 Expenses Open 1 $289.81 Mar 6, 1:41 PM
WL-03133587 Expenses Open 1 $1,102.09 Mar 6, 1:41 PM
WL-03149748 Expenses Open 1 $115.99 Mar 18, 3:58 PM
WL-03149749 Expenses Open 1 $50.00 Mar 18, 3:58 PM
WL-03149750 Expenses Open 1 $50.00 Mar 18, 3:58 PM
WL-03149751 Expenses Open 1 $50.00 Mar 18, 3:58 PM
WL-03149752 Expenses Open 1 $50.00 Mar 18, 3:58 PM
WL-03149753 Expenses Open 1 $50.00 Mar 18, 3:58 PM
WL-03149754 Expenses Open 1 $25.00 Mar 18, 3:58 PM
WL-03149811 Labor Open 8 $0.00 Mar 18, 4:09 PM
WL-03149812 Travel Open 1010 $800.00 Mar 18, 4:09 PM
WL-03150939 Labor Open 0.5 $0.00 Mar 19, 10:37 AM
WL-03150940 Travel Open 10 $150.00 Mar 19, 10:37 AM
WL-03152822 Labor Open 8 $541.00 Mar 20, 10:37 AM
WL-03152823 Labor Open 0.5 $0.00 Mar 20, 10:37 AM
WL-03154710 Labor Open 8 $0.00 Mar 22, 6:04 PM
WL-03154711 Expenses Open 1 $8.80 Mar 22, 6:10 PM
WL-03154712 Expenses Open 1 $45.00 Mar 22, 6:10 PM
WL-03154713 Expenses Open 1 $51.00 Mar 22, 6:10 PM

Details