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WO-01339692 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Texas A&M University — 206 Olsen Blvd, Reynolds Medical Sciences Bldg, COLLEGE STATION TX, 77843-

Jan 26, 2026 → Feb 4, 2026

✅ Completed
PC Per client agreement
Target: Dec 31, 2025
🕐 Clock stopped: Completed (Feb 4)
✗ SLA Missed (34d late)
Dispatch 0.0d
Coordinators 8.2d
Field Work 1.0d
Billing 17.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
8.2 days
Over SLA
Field Work
1.0 days
Billing
17.6 days
Over SLA
Created: Jan 26, 2026 Due: Dec 31, 2025 Completed: Feb 4, 2026 (34 days late)
📅
8.0 days Total Age
⏱️
15.6d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
21.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00561659
RE: 6008240126 - ,SYS-TS-4200
Closed
20L SYS-TS-4200 Contract ends 11/16/2026 repair included PM G2991A DEDAA01715 4200 TapeStation instrument
Priority
Standard
Origin
Web
Reason
New Case
Contact
Sarah Sharpton
Owner
Leona Coonrod
Created
Jan 23, 2026
Work Orders from this Case (1)
WO-01339692 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Jan 26, 2026 • Closed: Feb 4, 2026
Completed with significant delays
Invoiced • 108 days old
🚨
Primary Delay 15.6 days stuck in "Ready to Bill"
⏱️
Total Delay 21.3 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
1.0d / 0.5d SLA
Scheduled
7.2d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
17.6d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez ARP to site is 170 miles. Zone 4
🔧 Work Performed
Performed G2991A TapeStation maintenance per PM checklist.
⚠️ Problem Description
20L SYS-TS-4200 Contract ends 11/16/2026 repair included PM G2991A DEDAA01715 4200 TapeStation instrument
📄 Description
Agilent G2991A - 4200 Tape Station
📞 Call Description
DEC 2025 TS PM

Timeline

📞
Case Linked Jan 23, 11:13 AM
Case Number: 00561659
Subject: RE: 6008240126 - ,SYS-TS-4200
Status: Closed
⏳ 2.0 business days
📋
▶
3 Work Order Created Jan 26, 8:43 AM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
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
🗓️
▶
2 Status: Scheduled Jan 26, 5:31 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-02-04T15:00:00.000+0000
⚠️ 7.8 business days
🔧
Status: Tech On Site by Jose Gutierrez Feb 4, 10:25 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 16h
⏱️
▶
3 5x Labor Added Feb 4, 6:19 PM
5x Labor Added → Expenses Added → Status: Completed
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 57m, 0m
📄
Status: Ready to Bill by Hannah Shaw Feb 5, 4:46 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 22m
🚨 15.9 business days
💵
▶
2 Status: Billing Review Feb 26, 9:15 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 2m
⏳ 2.2 business days
📨
▶
3 Status: Invoice Pending Mar 2, 6:40 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255302
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m

Bottlenecks

Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 7.2 business days (threshold: 2.0 business days)
Exceeded by 5.2 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours
Ready to Bill
Duration: 15.6 business days (threshold: 1.0 business days)
Exceeded by 14.6 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00561659
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Feb 4, 10:00 AM
Created
Jan 26, 8:43 AM
Invoice #
SM-255302

Work Details (6)

Name Type Status Qty Amount Date
WL-03091897 Labor Open 3.5 $0.00 Feb 4, 6:19 PM
WL-03091898 Labor Open 3 $228.00 Feb 4, 6:19 PM
WL-03091899 Labor Open 3.5 $0.00 Feb 4, 6:19 PM
WL-03091900 Travel Open 182 $718.00 Feb 4, 6:19 PM
WL-03091901 Travel Open 182 $0.00 Feb 4, 6:19 PM
WL-03091902 Expenses Open 1 $0.00 Feb 4, 6:20 PM

Details