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WO-01339337 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 DPT LABORATORIES — 3300 RESEARCH PLAZA, San Antonio TX, 78235

Jan 22, 2026 → Apr 1, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 30, 2026
✓ SLA Met (21 biz days early)
Active: 48 biz days
🕐 Clock stopped: Completed (Apr 1, 2026)
▶ Clock Running
Status: Created
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 0 of ? biz days used
37d
▶ Clock Running
Status: Assigned
Jan 22 → Mar 17, 2026
37 business days (counted)
Running total: 37 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Mar 17 → Apr 1, 2026
11 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 1 → Apr 1, 2026
0 business days (counted)
Running total: 48 of ? biz days used
Created: Jan 22, 2026 Completed: Apr 1, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 22 → Jan 22 Created ▶ Running 0 0
Jan 22 → Jan 22 Ready for Scheduling ▶ Running 0 0
Jan 22 → Mar 17 Assigned ▶ Running 37 37
Mar 17 → Apr 1 Scheduled ▶ Running 11 48
Apr 1 → Apr 1 Tech On Site ▶ Running 0 48
Dispatch 0.0d
Coordinators 49.9d
Field Work 0.9d
Billing 32.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
49.9 days
Over SLA
Field Work
0.9 days
Billing
32.0 days
Over SLA
Created: Jan 22, 2026 Due: Apr 30, 2026 Completed: Apr 1, 2026 (29 days early)
📅
48.9 days Total Age
⏱️
37.9d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
77.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561355
6008272880
Closed
38V SYS-GC-7890A Contract ends 12/31/2026 repair included PM / EOQ G4513A CN11100017 7693A Autoinjector G4514A CN11060018 7693A Tray, 150 Vial G3440A CN11121036 Agilent 7890A Series GC Custom
Priority
High
Origin
Web
Reason
New Case
Contact
Eric Shields
Owner
Leona Coonrod
Created
Jan 22, 2026
Work Orders from this Case (2)
WO-01339337 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Jan 22, 2026 • Closed: Apr 1, 2026
WO-01339339 Invoiced
EOQ • Jose Gutierrez
Created: Jan 22, 2026 • Closed: Apr 2, 2026
Completed with significant delays
Invoiced • 206 days old
🚨
Primary Delay 37.9 days stuck in "Assigned"
⏱️
Total Delay 77.5 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
Assigned
37.9d / 0.5d SLA
Scheduled
12.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
31.9d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez ARP to site is 20 miles. Zone 1
🔧 Work Performed
Performed 7890 GC annual preventive maintenance per ACE task list working instructions in preparation for OQ delivery following afterward. The NPD the threw an error: Fault: NPD Bead Under Current. Created a repair SO to fix this issue.
⚠️ Problem Description
38V SYS-GC-7890A Contract ends 12/31/2026 repair included PM / EOQ G4513A CN11100017 7693A Autoinjector G4514A CN11060018 7693A Tray, 150 Vial G3440A CN11121036 Agilent 7890A Series GC Custom
📄 Description
Agilent 7890A Series GC
📞 Call Description
APR 2026 GC PM

Timeline

📞
▶
4 Case Linked Jan 22, 11:48 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01339337
Type: Preventive Maintenance
Priority: PC
📅
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: Jose Gutierrez
🚨 38.0 business days
🗓️
▶
2 Status: Scheduled Mar 17, 11:01 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-04-01T14:00:00.000+0000
🚨 12.0 business days
🔧
Status: Tech On Site by Jose Gutierrez Apr 1, 10:50 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 23h
⏱️
▶
2 4x Labor Added Apr 1, 3:56 PM
4x Labor Added → 7x Parts Added
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 Labor Added Apr 1, 6:14 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 26m, 0m
🔩
2x Parts Added Apr 2, 12:24 PM
Type: Parts
Status: Open
Qty: 1
📄
Status: Ready to Bill by Hannah Shaw Apr 2, 12:33 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 17m
⏳ 4.0 business days
💵
▶
2 Status: Billing Review Apr 7, 10:36 AM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 3m
🚨 28.0 business days
📨
Status: Invoice Pending by Hannah Shaw May 14, 3:32 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 37d 4h
💰
Status: Invoiced by Hannah Shaw May 14, 4:08 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 36m
🧾
Invoice Created May 15, 2:07 PM
Invoice Number: SM-261939

Bottlenecks

Assigned
Duration: 37.9 business days (threshold: 4.0 business hours)
Exceeded by 37.4 business days
Scheduled
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Ready to Bill
Duration: 3.9 business days (threshold: 1.0 business days)
Exceeded by 2.9 business days
Ready to Bill
Duration: 28.0 business days (threshold: 1.0 business days)
Exceeded by 27.0 business days

🔗 Related Artifacts

📞
Case 00561355
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Apr 1, 10:00 AM
Created
Jan 22, 11:48 AM
Invoice #
SM-261939

Work Details (14)

Name Type Status Qty Amount Date
WL-03169134 Labor Open 0.5 $37.50 Apr 1, 3:56 PM
WL-03169135 Labor Open 3.5 $302.50 Apr 1, 3:56 PM
WL-03169140 Travel Open 18 $0.00 Apr 1, 3:56 PM
WL-03169141 Travel Open 13 $0.00 Apr 1, 3:56 PM
WL-03169143 Parts Open 1 $0.00 Apr 1, 3:59 PM
WL-03169144 Parts Open 1 $0.00 Apr 1, 3:59 PM
WL-03169145 Parts Open 1 $0.00 Apr 1, 3:59 PM
WL-03169146 Parts Open 1 $0.00 Apr 1, 3:59 PM
WL-03169147 Parts Open 1 $0.00 Apr 1, 3:59 PM
WL-03169148 Parts Open 1 $0.00 Apr 1, 3:59 PM
WL-03169149 Parts Open 1 $0.00 Apr 1, 3:59 PM
WL-03169435 Labor Open 0.5 $37.50 Apr 1, 6:14 PM
WL-03170477 Parts Open 1 $0.00 Apr 2, 12:24 PM
WL-03170478 Parts Open 1 $0.00 Apr 2, 12:24 PM

Details