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WO-01339358 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Med Fusion — 2501 S State Hwy 121 Ste 1100, Lewisville TX, 75067

Jan 22, 2026 → Apr 20, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 30, 2026
✓ SLA Met (9 biz days early)
Active: 60 biz days
🕐 Clock stopped: Tech Off Site (Apr 17, 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
10d
▶ Clock Running
Status: Assigned
Jan 22 → Feb 5, 2026
10 business days (counted)
Running total: 10 of ? biz days used
49d
▶ Clock Running
Status: Scheduled
Feb 5 → Apr 16, 2026
49 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 16 → Apr 16, 2026
0 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Scheduled
Apr 16 → Apr 17, 2026
1 business day (counted)
Running total: 60 of ? biz days used
Created: Jan 22, 2026 Tech Off Site: Apr 17, 2026
Show SLA Clock Detail (6 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 → Feb 5 Assigned ▶ Running 10 10
Feb 5 → Apr 16 Scheduled ▶ Running 49 59
Apr 16 → Apr 16 Tech On Site ▶ Running 0 59
Apr 16 → Apr 17 Scheduled ▶ Running 1 60
Dispatch 0.0d
Coordinators 61.8d
Field Work 2.3d
Billing 18.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
61.8 days
Over SLA
Field Work
2.3 days
Billing
18.6 days
Over SLA
Created: Jan 22, 2026 Due: Apr 30, 2026 Completed: Apr 20, 2026 (10 days early)
📅
61.7 days Total Age
⏱️
50.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
75.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561394
6008311299
Closed
28R SYS-GC-7890-E Contract ends 07/31/2026 repair included PM G3440AR CN13031158 Certified Pre-Owned 7890A+ GC System G4557A CN14170035 7697A Headspace Sampler, 111 Vial
Priority
High
Origin
Web
Reason
New Case
Contact
Alice Gallegos
Owner
Leona Coonrod
Created
Jan 22, 2026
Work Orders from this Case (1)
WO-01339358 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Jan 22, 2026 • Closed: Apr 20, 2026
Completed with significant delays
Invoiced • 206 days old
🚨
Primary Delay 50.0 days stuck in "Scheduled"
⏱️
Total Delay 75.2 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
10.1d / 0.5d SLA
Scheduled
51.7d / 2.0d SLA
Tech On Site
0.3d / 1.0d SLA
Tech Off Site
2.0d / 2.0d SLA
Closed
0.6d / 1.0d SLA
Ready to Bill
18.5d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/20 PM end time should be 3:10 pm, by mistake I put 4:10. As notice in the travel time back to home, I spent at this site, more of than 6 hours while customer was running tests. MD


04/17 I noticed that didn't take the on site when I did it yesterday. MD


4/16/26 lcoonrod FSM board updatd.


04/16 arrival on site 09:10, safety training and waiting for customer at lobby 1 hr.

Time added in labor. Google map was used to calculate zone . I spent more time that the one is in my TS. MD



Please assign to Maria Davis ARP to site is 65 miles. Zone 2

🔧 Work Performed
04/16/2026 GCHS PM was completed per Agilent. System cooled off and GC/HS parts were replaced. Interface had to be installed twice due to a break. All tests passed. Customer method was loaded and stabilized for some time. A sequence with calibrators, checkout mix and standard confirmation was run using HS (~2 hrs.). Results are expected.
⚠️ Problem Description
28R SYS-GC-7890-E Contract ends 07/31/2026 repair included PM G3440AR CN13031158 Certified Pre-Owned 7890A+ GC System G4557A CN14170035 7697A Headspace Sampler, 111 Vial
📄 Description
Refurbished 7890A Gas Chromatograph
📞 Call Description
APR 2025 GC PM

Timeline

📞
▶
4 Case Linked Jan 22, 1:12 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01339358
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: Maria Davis
🚨 10.0 business days
🗓️
▶
2 Status: Scheduled Feb 4, 10:21 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-04-16T15:00:00.000+0000
🚨 50.2 business days
🔧
Status: Tech On Site by Maria Davis Apr 16, 12:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 70d 13h
🗓️
Status: Scheduled by Maria Davis Apr 16, 2:44 PM
From: Tech On Site
To: Scheduled
Duration in Previous: 2h 14m
🚗
Status: Tech Off Site by Maria Davis Apr 17, 11:53 AM
From: Scheduled
To: Tech Off Site
Duration in Previous: 21h 8m
🔩
4x Parts Added Apr 17, 12:36 PM
Type: Parts
Status: Open
Qty: 2, 1
⏳ 1.0 business days
⏱️
2x Labor Added Apr 18, 3:02 PM
Type: Labor
Status: Open
Qty: 7, 3
💵
3x Expenses Added Apr 19, 2:50 PM
Type: Expenses, Travel
Status: Open
Qty: 1, 70
⏱️
Labor Added Apr 19, 2:55 PM
Type: Labor
Status: Open
Qty: 3
✔️
Status: Completed by Maria Davis Apr 20, 11:16 AM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 2d 23h, 0m
📄
Status: Ready to Bill by Hannah Shaw Apr 20, 3:43 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4h 27m
🚨 19.0 business days
📨
Status: Invoice Pending by Hannah Shaw May 14, 3:32 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 23d 23h
💰
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: 10.1 business days (threshold: 4.0 business hours)
Exceeded by 9.6 business days
Scheduled
Duration: 50.0 business days (threshold: 2.0 business days)
Exceeded by 48.0 business days
Ready to Bill
Duration: 18.5 business days (threshold: 1.0 business days)
Exceeded by 17.5 business days

🔗 Related Artifacts

📞
Case 00561394
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Apr 16, 11:00 AM
Created
Jan 22, 1:17 PM
Invoice #
SM-261939

Work Details (10)

Name Type Status Qty Amount Date
WL-03190512 Parts Open 2 $0.00 Apr 17, 12:36 PM
WL-03190511 Parts Open 2 $0.00 Apr 17, 12:36 PM
WL-03190513 Parts Open 1 $0.00 Apr 17, 12:36 PM
WL-03190514 Parts Open 2 $0.00 Apr 17, 12:36 PM
WL-03191901 Labor Open 7 $484.00 Apr 18, 3:02 PM
WL-03191900 Labor Open 3 $225.00 Apr 18, 3:02 PM
WL-03192221 Expenses Open 1 $0.00 Apr 19, 2:50 PM
WL-03192222 Travel Open 70 $0.00 Apr 19, 2:50 PM
WL-03192223 Travel Open 70 $0.00 Apr 19, 2:50 PM
WL-03192224 Labor Open 3 $225.00 Apr 19, 2:55 PM

Details