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WO-01340549 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Jan 29, 2026 → Mar 25, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (4 biz days early)
Active: 38 biz days
🕐 Clock stopped: Completed (Mar 25, 2026)
▶ Clock Running
Status: Created
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of ? biz days used
35d
▶ Clock Running
Status: Assigned
Jan 29 → Mar 20, 2026
35 business days (counted)
Running total: 35 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Mar 20 → Mar 25, 2026
3 business days (counted)
Running total: 38 of ? biz days used
Created: Jan 29, 2026 Completed: Mar 25, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 29 → Jan 29 Created ▶ Running 0 0
Jan 29 → Jan 29 Ready for Scheduling ▶ Running 0 0
Jan 29 → Mar 20 Assigned ▶ Running 35 35
Mar 20 → Mar 25 Scheduled ▶ Running 3 38
Dispatch 0.0d
Coordinators 39.5d
Field Work 0.0d
Billing 8.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
39.5 days
Over SLA
Field Work
0.0 days
Billing
8.4 days
Over SLA
Created: Jan 29, 2026 Due: Mar 31, 2026 Completed: Mar 25, 2026 (6 days early)
📅
39.0 days Total Age
⏱️
36.0d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
45.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00563246
6008333760
Closed
28U SYS-GC-7890-E Contract ends 04/18/2026 repair included PM / EOQ G4557A CN17490050 7697A Headspace Sampler, 111 Vial G3440B US18033019 Agilent 7890B Series GC Custom G4514A CN17520025 7693A Tray, 150 Vial G4513A CN18030189 7693A Autoinjector
Priority
High
Origin
Web
Reason
New Case
Contact
Rebecca Craft
Owner
Leona Coonrod
Created
Jan 29, 2026
Work Orders from this Case (2)
WO-01340547 Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Jan 29, 2026 • Closed: Mar 23, 2026
WO-01340549 (current) Invoiced
EOQ • Jose Gutierrez
Created: Jan 29, 2026 • Closed: Mar 25, 2026
Completed with significant delays
Invoiced • 199 days old
🚨
Primary Delay 36.0 days stuck in "Assigned"
⏱️
Total Delay 45.3 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
36.0d / 0.5d SLA
Scheduled
3.5d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
8.4d / 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 20 miles. Zone 1
🔧 Work Performed
Performed EOQ per GC.02.57 protocol. All tests passed. One deviation when entering Headspace Heated Zones Temperature Accuracy due to transcription error.
⚠️ Problem Description
28U SYS-GC-7890-E Contract ends 04/18/2026 repair included PM / EOQ G4557A CN17490050 7697A Headspace Sampler, 111 Vial G3440B US18033019 Agilent 7890B Series GC Custom G4514A CN17520025 7693A Tray, 150 Vial G4513A CN18030189 7693A Autoinjector
📄 Description
Agilent 7890B Series GC Custom
📞 Call Description
MAR 2026 GC EOQ

Timeline

📞
Case Linked Jan 29, 8:24 AM
Case Number: 00563246
Subject: 6008333760
Status: Closed
📋
▶
3 Work Order Created Jan 29, 8:33 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
🚨 36.0 business days
🗓️
▶
2 Status: Scheduled Mar 20, 4:19 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-03-24T14:00:00.000+0000
⏳ 3.0 business days
⏱️
3x Labor Added Mar 24, 10:11 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 4, 19
✔️
▶
2 Status: Completed Mar 25, 9:02 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Jose Gutierrez
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 3.0 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 27, 3:19 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 6h
⚠️ 7.0 business days
💵
▶
2 Status: Billing Review Apr 6, 1:43 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: 1m
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 22h 51m
💰
Status: Invoiced by Hannah Shaw Apr 7, 12:56 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 20m
🧾
Invoice Created Apr 7, 5:31 PM
Invoice Number: SM-258564

Bottlenecks

Assigned
Duration: 36.0 business days (threshold: 4.0 business hours)
Exceeded by 35.5 business days
Scheduled
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 6.6 business days (threshold: 1.0 business days)
Exceeded by 5.6 business days
Ready to Bill
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.2 business hours

🔗 Related Artifacts

📞
Case 00563246
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Mar 24, 10:00 AM
Created
Jan 29, 8:33 AM
Invoice #
SM-258564

Work Details (3)

Name Type Status Qty Amount Date
WL-03157977 Labor Open 0.5 $37.50 Mar 24, 10:11 PM
WL-03157978 Labor Open 4 $907.50 Mar 24, 10:11 PM
WL-03157979 Travel Open 19 $0.00 Mar 24, 10:12 PM

Details