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WO-01339743 ↗ ServiceMax

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

📍 Pacesetter Inc — 253 Financial Blvd, Liberty SC, 29657

Jan 26, 2026 → Mar 5, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (4 biz days late)
Active: 9 biz days
Paused: 19 biz days
🕐 Clock stopped: Completed (Mar 6, 2026)
▶ Clock Running
Status: Created
Jan 26 → Jan 26, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸19d
⏸ Clock Paused
Status: Awaiting Parts
Jan 26 → Feb 23, 2026
19 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 24 → Feb 24, 2026
0 business days (counted)
Running total: 1 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Feb 24 → Mar 6, 2026
8 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 9 of ? biz days used
Created: Jan 26, 2026 Completed: Mar 6, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 26 → Jan 26 Created ▶ Running 0 0
Jan 26 → Feb 23 Awaiting Parts ⏸ Paused 19 —
Feb 23 → Feb 24 Ready for Scheduling ▶ Running 1 1
Feb 24 → Feb 24 Assigned ▶ Running 0 1
Feb 24 → Mar 6 Scheduled ▶ Running 8 9
Mar 6 → Mar 6 Tech On Site ▶ Running 0 9
Dispatch 0.0d
Material Management 20.0d
Coordinators 10.1d
Field Work 0.1d
Billing 9.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
20.0 days
Over SLA
Coordinators
10.1 days
Over SLA
Field Work
0.1 days
Billing
9.0 days
Over SLA
Created: Jan 26, 2026 Due: Mar 9, 2026 Completed: Mar 6, 2026 (3 days early)
📅
28.6 days Total Age
⏱️
20.0d in Awaiting Parts Longest Stage
🔄
14 transitions Status Changes
⚠️
26.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562059
6008407073
Closed
Note 01/23/2026 16:39:30 ROKHATTR [01-23-2026 ATI RM TEAM Roshan Khattry ] Part # 643100634 ( VALVE 2 -WAY CLIPPARD ETN-2M-24 ) Qty-1 is on Backorder in 2810. Nothing is in transit and WW. Expedited with the Controller via email to improve the date. Part controllers are expected to respond within 24 hours and we will update as soon as we receive a response. Email sent to FSE and Controller. ____________________ Parts Prediction 01/23/2026 14:23:01 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-23 13:22:34 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP IDP3TS 643100634 ____________________ Note 01/23/2026 14:23:01 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-23 13:22:34 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Mike Wyant; mike.wyant@agilent.com; Mobile: 919-753-8802. Cust Requested PM Service
Priority
High
Origin
Web
Reason
New Case
Contact
Justin King
Owner
Leona Coonrod
Created
Jan 26, 2026
Work Orders from this Case (1)
WO-01339743 (current) Invoiced
Preventive Maintenance • Rozier Cole
Created: Jan 26, 2026 • Closed: Mar 5, 2026
Completed with significant delays
Invoiced • 199 days old
🚨
Primary Delay 20.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 26.9 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
20.0d / 3.0d SLA
Ready for Scheduling
1.4d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
8.5d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.8d / 1.0d SLA
Billing Review
1.0d / 2.0d SLA
WO Correction Needed
2.0d
Ready to Bill
1.8d / 1.0d SLA
Invoice Pending
4.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/24 MOwens Justin Called back and asked to schedule the service visit for later next week. 3/5-3/6. I confirmed that will work for the FSE.

2/24 MOwens Called to speak to Justin King. Left a vm for him to call back to schedule the service visit.

2/23/26 lcoonrod

received email confirming parts have arrived.

2/20/26 lcoonrod sending email to confirm receipt

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

IDP3TS IDP3 SOLID TIP SEAL KIT

643100634 VALVE 2 -WAY CLIPPARD ETN-2M-24


way bill 888172406300 Delivered Friday, 1/30/26 at 11:17 AM Signed for by: J.Makebdree

way bill 888173313680 Delivered Thursday, 1/29/26 at 11:49 AM Signed for by: A.Rolleter

way bill 888862332953 Delivered Wednesday, 2/18/26 at 11:47 AM Signed for by: T.Shelton




2/13/26 lcoonrod 643100634 is on back order. 

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

IDP3TS IDP3 SOLID TIP SEAL KIT

643100634 VALVE 2 -WAY CLIPPARD ETN-2M-24


way bill 888172406300 Delivered Friday, 1/30/26 at 11:17 AM Signed for by: J.Makebdree

way bill 888173313680 Delivered Thursday, 1/29/26 at 11:49 AM Signed for by: A.Rolleter

way bill 888862332953 Delivered Wednesday, 2/18/26 at 11:47 AM Signed for by: T.Shelton



1/26/26 lcoonrod 643100634 is on back order. All other parts have shipped. 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 IDP3TS IDP3 SOLID TIP SEAL KIT 643100634 VALVE 2 -WAY CLIPPARD ETN-2M-24 way bill 888172406300 SCHEDULED DELIVERY DATE Monday Before 12:00 PM way bill 888173313680 SCHEDULED DELIVERY DATE Monday Before 12:00 PM

🔧 Work Performed
PMD UNIT PER MFG INSTRUCTIONS - CHANGED TIP SEALS - LEAK DOWN TESTED - CALIBRATED - VERIFIED W CX
🔍 Technician Findings
FOUND UNIT NEEDING PM - UNIT FAILED INITIAL CAL
⚠️ Problem Description
Note 01/23/2026 16:39:30 ROKHATTR [01-23-2026 ATI RM TEAM Roshan Khattry ] Part # 643100634 ( VALVE 2 -WAY CLIPPARD ETN-2M-24 ) Qty-1 is on Backorder in 2810. Nothing is in transit and WW. Expedited with the Controller via email to improve the date. Part controllers are expected to respond within 24 hours and we will update as soon as we receive a response. Email sent to FSE and Controller. ____________________ Parts Prediction 01/23/2026 14:23:01 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-23 13:22:34 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP IDP3TS 643100634 ____________________ Note 01/23/2026 14:23:01 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-23 13:22:34 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Mike Wyant; mike.wyant@agilent.com; Mobile: 919-753-8802. Cust Requested PM Service
📄 Description
Helium Leak Detector, PD03 configuration
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Jan 26, 9:30 AM
Case Number: 00562059
Subject: 6008407073
Status: Closed
📋
▶
3 Work Order Created Jan 26, 10:49 AM
Work Order Created → 7x Parts Added → Status: Awaiting Parts
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
🚨 20.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 23, 3:58 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 28d 5h
👷
▶
2 Technician Assigned Feb 24, 8:44 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 45m
🗓️
▶
2 Status: Scheduled Feb 24, 10:17 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-05T15:00:00.000+0000
⚠️ 8.0 business days
🔧
▶
2 Status: Tech On Site Mar 5, 11:08 PM
Status: Tech On Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2.5
⏱️
3x Labor Added Mar 5, 11:19 PM
Type: Labor, Travel
Status: Open
Qty: 6, 2.5, 144
✔️
Status: Completed by Rozier Cole Mar 5, 11:29 PM
From: Tech On Site
To: Completed
Duration in Previous: 21m
🏁
Status: Closed by Rozier Cole Mar 5, 11:40 PM
From: Completed
To: Closed
Duration in Previous: 10m
💵
Status: Billing Review by Hannah Shaw Mar 6, 4:31 AM
From: Closed
To: Billing Review
Duration in Previous: 4h 51m
✏️
Status: WO Correction Needed by MICHAEL MCNAMARA Mar 6, 9:55 AM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 5h 23m
⏳ 1.9 business days
🏁
Status: Closed by Rozier Cole Mar 9, 7:52 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 2d 20h
💵
Status: Billing Review by Hannah Shaw Mar 9, 9:06 AM
From: Closed
To: Billing Review
Duration in Previous: 1h 13m
📄
Status: Ready to Bill by MICHAEL MCNAMARA Mar 9, 11:31 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 2h 25m
📨
Status: Invoice Pending by Hannah Shaw Mar 10, 2:22 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 14h 50m
⏳ 4.0 business days
💰
▶
2 Status: Invoiced Mar 15, 9:34 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256053

Bottlenecks

Awaiting Parts
Duration: 20.0 business days (threshold: 3.0 business days)
Exceeded by 17.0 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours
Scheduled
Duration: 8.5 business days (threshold: 2.0 business days)
Exceeded by 6.5 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours
Invoice Pending
Duration: 4.2 business days (threshold: 2.0 business days)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00562059
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Rozier Cole
Scheduled
Mar 5, 10:00 AM
Created
Jan 26, 10:49 AM
Invoice #
SM-256053

Work Details (11)

Name Type Status Qty Amount Date
WL-03078950 Parts Open 1 $0.00 Jan 26, 10:52 AM
WL-03078951 Parts Open 1 $0.00 Jan 26, 10:52 AM
WL-03078952 Parts Open 1 $0.00 Jan 26, 10:52 AM
WL-03078953 Parts Open 1 $0.00 Jan 26, 10:52 AM
WL-03078954 Parts Open 1 $0.00 Jan 26, 10:52 AM
WL-03078955 Parts Open 1 $0.00 Jan 26, 10:52 AM
WL-03078956 Parts Open 1 $0.00 Jan 26, 10:52 AM
WL-03132848 Labor Open 2.5 $0.00 Mar 5, 11:11 PM
WL-03132865 Labor Open 6 $541.00 Mar 5, 11:19 PM
WL-03132866 Labor Open 2.5 $0.00 Mar 5, 11:19 PM
WL-03132867 Travel Open 144 $450.00 Mar 5, 11:19 PM

Details