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WO-01340871 ↗ ServiceMax

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

📍 Agilent Technologies Inc. — 2850 Centerville Rd, WILMINGTON DE, 19808

Jan 30, 2026 → Mar 17, 2026

✅ Completed
PSM
SLA Clock
Last business day of January 2026 · Target: Jan 30, 2026
✗ SLA Missed (23 biz days late)
Active: 24 biz days
Paused: 8 biz days
🕐 Clock stopped: Completed (Mar 18, 2026)
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Jan 30 → Feb 6, 2026
5 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 6 → Feb 9, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 2 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 23, 2026
8 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Reschedule
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 11 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 24 → Mar 3, 2026
5 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Completed
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Closed
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Reschedule
Mar 3 → Mar 3, 2026
0 business days (counted)
Running total: 16 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Mar 3 → Mar 6, 2026
3 business days (not counted)
▶ Clock Running
Status: Reschedule
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 16 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Mar 6 → Mar 18, 2026
8 business days (counted)
Running total: 24 of ? biz days used
Created: Jan 30, 2026 Completed: Mar 18, 2026
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0
Jan 30 → Feb 6 Awaiting Parts ⏸ Paused 5 —
Feb 6 → Feb 9 Ready for Scheduling ▶ Running 1 1
Feb 9 → Feb 10 Assigned ▶ Running 1 2
Feb 10 → Feb 23 Scheduled ▶ Running 8 10
Feb 23 → Feb 24 Reschedule ▶ Running 1 11
Feb 24 → Mar 3 Scheduled ▶ Running 5 16
Mar 3 → Mar 3 Completed ▶ Running 0 16
Mar 3 → Mar 3 Closed ▶ Running 0 16
Mar 3 → Mar 3 Reschedule ▶ Running 0 16
Mar 3 → Mar 6 Awaiting Parts - Customer ⏸ Paused 3 —
Mar 6 → Mar 6 Reschedule ▶ Running 0 16
Mar 6 → Mar 18 Scheduled ▶ Running 8 24
Dispatch 0.0d
Material Management 10.0d
Coordinators 27.9d
Billing 10.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
10.0 days
Over SLA
Coordinators
27.9 days
Over SLA
Billing
10.9 days
Over SLA
Created: Jan 30, 2026 Due: Mar 2, 2026 Completed: Mar 18, 2026 (15 days late)
📅
32.0 days Total Age
⏱️
9.0d in Scheduled Longest Stage
🔄
19 transitions Status Changes
⚠️
26.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits (3 reschedules)
2 on-site visits — follow-up trip required
Visit 1 Mar 2, 2026
Visit 2 Mar 17, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563556
6008420672 FW: PM/Calibration
Closed
Note 01/29/2026 15:35:13 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-29 15:35:00 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 internal field pm
Priority
Standard
Origin
Email
Reason
New Case
Contact
Tom Milligan
Owner
Leona Coonrod
Created
Jan 29, 2026
Work Orders from this Case (1)
WO-01340871 (current) Invoiced
Preventive Maintenance • Pete Ramos
Created: Jan 30, 2026 • Closed: Mar 17, 2026
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 9.0 days stuck in "Scheduled"
⏱️
Total Delay 26.7 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
6.0d / 3.0d SLA
Ready for Scheduling
1.5d / 1.0d SLA
Assigned
1.4d / 0.5d SLA
Scheduled
22.5d / 2.0d SLA
Reschedule
2.4d / 2.0d SLA
Closed
3.8d / 1.0d SLA
Awaiting Parts - Customer
4.0d
Billing Review
3.1d / 2.0d SLA
WO Correction Needed
0.9d
Ready to Bill
5.0d / 1.0d SLA
Invoice Pending
2.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
3/6 KSmith -- Scheduled for 3/17 per Tom's request. 9-11am on WO-01340871

3/6 KSmith-- Tom requested Thursday next week, as they have visitors M-W. Advised we do not have Thursday but have 3/13 available or any day the week of 3/16 available. Awaiting response. Logged on WO-01340871

3/6 KSmith -- Sent email to schedule for 3/11

3/5/26 lcoonrod sent chatter to KSmith


3/3 KSmith -- Tom reached out to FSE to advise the unit has stopped working again. Tom would like us to check this unit again when we return for WO-01337348 (Awaiting parts)

2/24 KSmith -- Rescheduled for 3/2 with Tom on WO-01340871. 8-10am

2/23 KSmith -- Need to reschedule due to the inclement weather that came through the area. Sent email to Tom to reschedule for 3/2

2/17 KSmith -- FSE called off sick today. Rescheduled for 2/23 with Tom on WO-01340871. 9-11am

2/11 KSmith -- Tom requested we reschedule due to a personal emergency. Rescheduled for 2/17 with Tom. 9-11am

2/10 KSmith -- Scheduled for 2/12 with Tom. 9-11am

2/9 KSmith -- Sent email to schedule for Thursday


2/6/26 lcoonrod

per Tom Milligan, they have received the parts.


1/30/26 lcoonrod parts have not shipped yet.

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

695409005 OIL MECH.VACUUM PUMP 1 LITER CONTAINER

🔧 Work Performed
3/2/26: Tech completed the PM. The unit was not working properly and would not go into fine test. 3/17/26: Tech replaced the metal gasket and cleaned the spec tube a second time. Tech completed the PM and performed a helium leak check. All functions were checked, and the unit is now working properly.
🔍 Technician Findings
pm
⚠️ Problem Description
Note 01/29/2026 15:35:13 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-29 15:35:00 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 internal field pm
📄 Description
VS MR15 Mobile Leak Detector
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Jan 29, 3:43 PM
Case Number: 00563556
Subject: 6008420672 FW: PM/Calibration
Status: Closed
📋
▶
2 Work Order Created Jan 30, 8:34 AM
Work Order Created → Status: Awaiting Parts
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 6, 2:58 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7d 6h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Feb 9, 3:29 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kourtney Smith
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 0h
📅
▶
2 Dispatch Scheduled Feb 10, 7:17 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Kourtney Smith
From: Assigned
To: Scheduled
Duration in Previous: 15h 48m
⏳ 2.0 business days
📅
Dispatch Scheduled by Kourtney Smith Feb 11, 7:58 AM
Scheduled For: 2026-02-17T15:00:00.000+0000
⏳ 4.0 business days
📅
Dispatch Scheduled by Kourtney Smith Feb 17, 8:20 AM
Scheduled For: 2026-02-23T15:00:00.000+0000
⚠️ 5.0 business days
🔄
Status: Reschedule by Kourtney Smith Feb 23, 10:40 AM
From: Scheduled
To: Reschedule
Duration in Previous: 13d 3h
🗓️
▶
2 Status: Scheduled Feb 24, 7:58 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-02T14:00:00.000+0000
⚠️ 5.0 business days
⏱️
▶
2 3x Labor Added Mar 2, 11:04 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Pete Ramos
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6d 15h, 0m
🔄
Status: Reschedule by Kourtney Smith Mar 3, 9:42 AM
From: Closed
To: Reschedule
Duration in Previous: 10h 37m
👤
Status: Awaiting Parts - Customer by Kourtney Smith Mar 3, 10:19 AM
From: Reschedule
To: Awaiting Parts - Customer
Duration in Previous: 37m
⏳ 4.0 business days
🔄
Status: Reschedule by Kourtney Smith Mar 6, 8:41 AM
From: Awaiting Parts - Customer
To: Reschedule
Duration in Previous: 2d 22h
🗓️
▶
2 Status: Scheduled Mar 6, 11:30 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kourtney Smith
Scheduled For: 2026-03-17T14:00:00.000+0000
⚠️ 8.0 business days
⏱️
▶
2 3x Labor Added Mar 17, 8:13 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Pete Ramos
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 11d 7h, 0m
💵
Status: Billing Review by Hannah Shaw Mar 18, 6:09 AM
From: Closed
To: Billing Review
Duration in Previous: 9h 54m
✏️
Status: WO Correction Needed by MICHAEL MCNAMARA Mar 18, 6:33 AM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 24m
🏁
Status: Closed by Pete Ramos Mar 18, 1:33 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6h 59m
💵
Status: Billing Review by Hannah Shaw Mar 19, 11:37 AM
From: Closed
To: Billing Review
Duration in Previous: 22h 4m
⏳ 3.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Mar 23, 11:50 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 4d 0h
⚠️ 5.0 business days
📨
Status: Invoice Pending by Hannah Shaw Mar 27, 11:23 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3d 23h
⏳ 2.0 business days
🧾
▶
2 Invoice Created Mar 30, 1:11 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3d 1h

Bottlenecks

Awaiting Parts
Duration: 6.0 business days (threshold: 3.0 business days)
Exceeded by 3.0 business days
Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours
Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business hours
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Scheduled
Duration: 5.5 business days (threshold: 2.0 business days)
Exceeded by 3.5 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours
Billing Review
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00563556
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Pete Ramos
Scheduled
Mar 17, 10:00 AM
Created
Jan 30, 8:34 AM
Invoice #
SM-257680

Work Details (6)

Name Type Status Qty Amount Date
WL-03127383 Labor Open 4 $541.00 Mar 2, 11:04 PM
WL-03127384 Labor Open 2.25 $0.00 Mar 2, 11:04 PM
WL-03127385 Travel Open 117 $450.00 Mar 2, 11:04 PM
WL-03148225 Labor Open 3 $270.00 Mar 17, 8:13 PM
WL-03148226 Labor Open 2.5 $0.00 Mar 17, 8:13 PM
WL-03148227 Travel Open 117 $450.00 Mar 17, 8:13 PM

Details