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WO-01339370 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 City of Fort Worth - Water Dept - Rolling Hills Water Treatment — 2600 SE Loop 820, FORT WORTH TX, 76140

Jan 22, 2026 → Apr 13, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 30, 2026
✓ SLA Met (15 biz days early)
Active: 54 biz days
🕐 Clock stopped: Tech Off Site (Apr 9, 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
16d
▶ Clock Running
Status: Assigned
Jan 22 → Feb 16, 2026
16 business days (counted)
Running total: 16 of ? biz days used
37d
▶ Clock Running
Status: Scheduled
Feb 16 → Apr 8, 2026
37 business days (counted)
Running total: 53 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 8 → Apr 9, 2026
1 business day (counted)
Running total: 54 of ? biz days used
Created: Jan 22, 2026 Tech Off Site: Apr 9, 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 → Feb 16 Assigned ▶ Running 16 16
Feb 16 → Apr 8 Scheduled ▶ Running 37 53
Apr 8 → Apr 9 Tech On Site ▶ Running 1 54
Dispatch 0.0d
Coordinators 53.6d
Field Work 4.0d
Billing 10.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
53.6 days
Over SLA
Field Work
4.0 days
Over SLA
Billing
10.0 days
Over SLA
Created: Jan 22, 2026 Due: Apr 30, 2026 Completed: Apr 13, 2026 (17 days early)
📅
56.6 days Total Age
⏱️
37.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
60.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561418
6008312373
Closed
28R SYS-GM-5977T Contract ends 12/31/2026 repair included PM G4514A RO23367008 7693A Tray, 150 Vial G7077-80057 MY2319S045 New-24V IDP3 scroll pump with valve G3540A US2343A039 Agilent 8890 GC System Custom G7077C US2337MA31 5977C Inert Plus MSD Turbo EI Mainframe G3397B 23G02593 Ion Gauge Controller kit for 5977 G4513A RO23275001 7693A Autoinjector
Priority
High
Origin
Web
Reason
New Case
Contact
Nathanael Armstrong
Owner
Leona Coonrod
Created
Jan 22, 2026
Work Orders from this Case (1)
WO-01339370 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Jan 22, 2026 • Closed: Apr 13, 2026
Completed with significant delays
Invoiced • 206 days old
🚨
Primary Delay 37.0 days stuck in "Scheduled"
⏱️
Total Delay 60.1 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
Assigned
16.6d / 0.5d SLA
Scheduled
37.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
3.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Ready to Bill
9.9d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

04/13 Following up, call support. NO travel, mileage, zone or labor.


04/08 Google map was used to calculate zone, i arrived at 10 and missed to set check in in SM. System will be backed out over night, MD


02/16 02/16 Left voicemail offering date 04/08 M.D.


Please assign to Maria Davis ARP to site is 84 miles. Zone 2

🔧 Work Performed
04/13/2026 After following up, Kara states "All looks good. We have been running past couple days. Thank you" 04/08/2026 GCMS PM was perform per Agilent. MS vented and GC cooled off. GC Parts were replaced, EI source and pump were cleaned. System pumped down and stabilized for some time. After Awhile water still H2O was high and still needs to get low to run and passing BFB Tune sample. System will be back over night.
⚠️ Problem Description
28R SYS-GM-5977T Contract ends 12/31/2026 repair included PM G4514A RO23367008 7693A Tray, 150 Vial G7077-80057 MY2319S045 New-24V IDP3 scroll pump with valve G3540A US2343A039 Agilent 8890 GC System Custom G7077C US2337MA31 5977C Inert Plus MSD Turbo EI Mainframe G3397B 23G02593 Ion Gauge Controller kit for 5977 G4513A RO23275001 7693A Autoinjector
📄 Description
Agilent - 8890 GC System Custom
📞 Call Description
APR 2026 GC PM

Timeline

📞
▶
4 Case Linked Jan 22, 1:58 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01339370
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: a0hF00000028i6gIAA, Maria Davis
🚨 17.0 business days
🗓️
▶
2 Status: Scheduled Feb 16, 11:42 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-04-08T15:00:00.000+0000
🚨 37.0 business days
🔧
Status: Tech On Site by Maria Davis Apr 8, 1:09 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 51d 0h
🔩
7x Parts Added Apr 8, 1:17 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 Labor Added Apr 8, 8:45 PM
Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Maria Davis
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 39m
⏳ 2.4 business days
⏱️
▶
2 Labor Added Apr 12, 2:19 PM
Labor Added → 4x Labor Added
⏱️
4x Labor Added
Type: Labor, Travel, Expenses
Status: Open
Qty: 3.25, 83, 88, 1
✔️
Status: Completed by Maria Davis Apr 13, 11:27 AM
From: Tech Off Site
To: Completed
Duration in Previous: 4d 14h
🏁
Status: Closed by Maria Davis Apr 13, 11:38 AM
From: Completed
To: Closed
Duration in Previous: 10m
📄
Status: Ready to Bill by Hannah Shaw Apr 13, 12:30 PM
From: Closed
To: Ready to Bill
Duration in Previous: 52m
⚠️ 6.0 business days
💵
▶
2 Status: Billing Review Apr 20, 9:48 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
⏳ 4.0 business days
📨
Status: Invoice Pending by Hannah Shaw Apr 23, 4:23 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3d 6h
🧾
▶
2 Invoice Created Apr 23, 4:33 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 10m

Bottlenecks

Assigned
Duration: 16.6 business days (threshold: 4.0 business hours)
Exceeded by 16.1 business days
Scheduled
Duration: 37.0 business days (threshold: 2.0 business days)
Exceeded by 35.0 business days
Tech Off Site
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 5.9 business days (threshold: 1.0 business days)
Exceeded by 4.9 business days
Ready to Bill
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00561418
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Apr 8, 11:00 AM
Created
Jan 22, 1:59 PM
Invoice #
SM-259985

Work Details (13)

Name Type Status Qty Amount Date
WL-03177733 Parts Open 1 $0.00 Apr 8, 1:17 PM
WL-03177734 Parts Open 1 $0.00 Apr 8, 1:17 PM
WL-03177735 Parts Open 1 $0.00 Apr 8, 1:17 PM
WL-03177736 Parts Open 1 $0.00 Apr 8, 1:17 PM
WL-03177737 Parts Open 1 $0.00 Apr 8, 1:17 PM
WL-03177738 Parts Open 1 $0.00 Apr 8, 1:17 PM
WL-03177739 Parts Open 1 $0.00 Apr 8, 1:17 PM
WL-03178753 Labor Open 3 $225.00 Apr 8, 8:45 PM
WL-03183126 Labor Open 5.75 $605.00 Apr 12, 2:19 PM
WL-03183127 Labor Open 3.25 $247.50 Apr 12, 2:23 PM
WL-03183128 Travel Open 83 $0.00 Apr 12, 2:23 PM
WL-03183129 Travel Open 88 $0.00 Apr 12, 2:23 PM
WL-03183130 Expenses Open 1 $0.00 Apr 12, 2:24 PM

Details