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WO-01350164 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Overhaul • PSM

📍 Chroma Ate Inc — 20071 Soulsbyville Rd, SOULSBYVILLE CA, 95372

Feb 6, 2026 → Apr 5, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (17 biz days late)
Active: 32 biz days
Paused: 7 biz days
🕐 Clock stopped: Tech Off Site (Apr 3, 2026)
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Feb 6 → Feb 18, 2026
7 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 18 → Feb 20, 2026
2 business days (counted)
Running total: 2 of ? biz days used
16d
▶ Clock Running
Status: Assigned
Feb 20 → Mar 16, 2026
16 business days (counted)
Running total: 18 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Mar 16 → Mar 30, 2026
10 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 30 → Apr 3, 2026
4 business days (counted)
Running total: 32 of ? biz days used
Created: Feb 6, 2026 Tech Off Site: Apr 3, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 6 → Feb 6 Created ▶ Running 0 0
Feb 6 → Feb 18 Awaiting Parts ⏸ Paused 7 —
Feb 18 → Feb 20 Ready for Scheduling ▶ Running 2 2
Feb 20 → Mar 16 Assigned ▶ Running 16 18
Mar 16 → Mar 30 Scheduled ▶ Running 10 28
Mar 30 → Apr 3 Tech On Site ▶ Running 4 32
Dispatch 0.0d
Material Management 8.0d
Coordinators 29.4d
Field Work 5.9d
Billing 15.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
8.0 days
Over SLA
Coordinators
29.4 days
Over SLA
Field Work
5.9 days
Over SLA
Billing
15.0 days
Over SLA
Created: Feb 6, 2026 Due: Mar 18, 2026 Completed: Apr 5, 2026 (17 days late)
📅
40.0 days Total Age
⏱️
16.6d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
45.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
19 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 29, 2026
Visit 2 Mar 30, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565587
6008434800
Closed
Note 02/05/2026 12:00:59 ROKHATTR [02-05-2026 ATI RM TEAM Roshan Khattry ] Part # EX8699367 Qty 1 is on Backorder in 2810. Part is in transit from 4100 Plant to 2810 with an ETA of 02/11/2026 under PO # 2400002597 with AWB # BE26908 . Once stock is received at 2810 shipment will be made. ____________________ Note 01/23/2026 15:46:14 PIERCEB Customer just had a PM completed in Nov 2025 (6008200640). Now turbo has failed, turbo replacement only. Price of quote is the price of field overhaul ($5062) minus PM price from Nov (2865.00). ____________________ Repair Recommendation 01/23/2026 15:39:45 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-23 14:39:35 Customer just had a PM completed in Nov 2025 (6008200640). Now turbo has failed, turbo replacement only. ____________________ Parts Prediction 01/23/2026 15:39:44 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-23 14:39:35 EX8699367 VSFLDOV KG16V KG25V ____________________ Note 01/23/2026 15:39:44 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-23 14:39:35 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760. Turbo Failed - RPM=6000
Priority
Standard
Origin
Web
Reason
New Case
Contact
Chad Caspary
Owner
Leona Coonrod
Created
Feb 5, 2026
Work Orders from this Case (1)
WO-01350164 (current) Invoiced
Overhaul • Kwame Cobb
Created: Feb 6, 2026 • Closed: Apr 5, 2026
Completed with significant delays
Invoiced • 188 days old
🚨
Primary Delay 16.6 days stuck in "Assigned"
⏱️
Total Delay 45.9 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
8.0d / 3.0d SLA
Ready for Scheduling
2.4d / 1.0d SLA
Assigned
16.6d / 0.5d SLA
Scheduled
10.4d / 2.0d SLA
Tech On Site
5.0d / 1.0d SLA
Completed
0.9d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
5.0d / 2.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
8.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3-16 Mburris called and set appt with Chad 3-31 7am / tech is on wo's out of town 1st day free

2/18/26 lcoonrod

Per email from Bruce

So, your good to schedule a tech.

Thanks,

Bruce


2/18/26 lcoonrod

Per email forwarded from Bruce/Agilent

We have received the turbo vacuum pump


2/13/26 lcoonrod two parts have not shipped yet.


2/6/26 lcoonrod two parts have not shipped yet. EX8699367 EXCHANGE TURBO-V70LP FOR VS LEAK DETEC VSFLDOV VS SERIES, VALVE BLOCK O-RING KIT KG16V SEAL, VITON O-RING, NW16, 10/PKG KG25V SEAL, VITON O-RING, NW25, 10/PKG KG16V SEAL, VITON O-RING, NW16, 10/PKG

🔧 Work Performed
Completed Service Tasks: Inspection and Cleaning Performed a comprehensive inspection and cleaning of: Valve block Manifold Component Replacement: Replaced turbo pump Installed new O-rings and seals where required Replaced tip seal in vacuum pump. System Verification: Verified integrity of the vacuum system Unit needs a scheduled PM filament to isn't giving any emissions.
🔍 Technician Findings
Unit needs a scheduled PM filament to isn't giving any emissions.
⚠️ Problem Description
Note 02/05/2026 12:00:59 ROKHATTR [02-05-2026 ATI RM TEAM Roshan Khattry ] Part # EX8699367 Qty 1 is on Backorder in 2810. Part is in transit from 4100 Plant to 2810 with an ETA of 02/11/2026 under PO # 2400002597 with AWB # BE26908 . Once stock is received at 2810 shipment will be made. ____________________ Note 01/23/2026 15:46:14 PIERCEB Customer just had a PM completed in Nov 2025 (6008200640). Now turbo has failed, turbo replacement only. Price of quote is the price of field overhaul ($5062) minus PM price from Nov (2865.00). ____________________ Repair Recommendation 01/23/2026 15:39:45 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-23 14:39:35 Customer just had a PM completed in Nov 2025 (6008200640). Now turbo has failed, turbo replacement only. ____________________ Parts Prediction 01/23/2026 15:39:44 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-23 14:39:35 EX8699367 VSFLDOV KG16V KG25V ____________________ Note 01/23/2026 15:39:44 WF-BATCH Agent: PIERCEB Timestamp: 2026-01-23 14:39:35 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760. Turbo Failed - RPM=6000
📄 Description
HLD BD15 Dry Helium Leak
📞 Call Description
VPD Field Overhaul Trade

Timeline

📞
Case Linked Feb 5, 8:42 AM
Case Number: 00565587
Subject: 6008434800
Status: Closed
⏳ 2.0 business days
📋
▶
3 Work Order Created Feb 6, 8:47 AM
Work Order Created → 5x Parts Added → Status: Awaiting Parts
🔩
5x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⚠️ 8.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 18, 3:48 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 12d 6h
⏳ 3.0 business days
👷
▶
2 Technician Assigned Feb 20, 2:30 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1d 22h
🚨 17.0 business days
🗓️
▶
2 Status: Scheduled Mar 16, 4:43 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-03-31T14:00:00.000+0000
⚠️ 7.9 business days
📅
Dispatch Scheduled by Michael Burris Mar 25, 10:24 AM
Scheduled For: 2026-03-30T14:00:00.000+0000
⏳ 3.0 business days
💵
4x Expenses Added Mar 27, 3:34 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
💵
3x Expenses Added Mar 29, 7:41 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
⏱️
4x Labor Added Mar 30, 10:11 AM
Type: Labor, Travel
Status: Open
Qty: 11, 1.5, 375, 60
🔧
Status: Tech On Site by Kwame Cobb Mar 30, 10:18 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 17h
⏱️
2x Labor Added Mar 30, 9:28 PM
Type: Labor
Status: Open
Qty: 5, 2.5
💵
Expenses Added Mar 31, 4:43 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.9 business days
🚗
Status: Tech Off Site by Kwame Cobb Apr 3, 12:52 PM
From: Tech On Site, Tech Off Site
To: Tech Off Site, Completed
Duration in Previous: 4d 2h, 0m
⏳ 1.0 business days
🏁
Status: Closed by Kwame Cobb Apr 5, 7:02 PM
From: Completed
To: Closed
Duration in Previous: 2d 6h
⏳ 2.0 business days
💵
Status: Billing Review by Hannah Shaw Apr 7, 10:03 AM
From: Closed
To: Billing Review
Duration in Previous: 1d 15h
⏳ 4.9 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Apr 13, 6:58 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 5d 20h
⏳ 2.0 business days
📨
Status: Invoice Pending by Hannah Shaw Apr 14, 11:48 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1d 4h
⚠️ 8.0 business days
💰
Status: Invoiced by Hannah Shaw Apr 23, 3:59 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 9d 4h
⚠️ 6.0 business days
🧾
Invoice Created Apr 30, 10:32 PM
Invoice Number: SM-259171

Bottlenecks

Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Ready for Scheduling
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days
Assigned
Duration: 16.6 business days (threshold: 4.0 business hours)
Exceeded by 16.1 business days
Scheduled
Duration: 10.4 business days (threshold: 2.0 business days)
Exceeded by 8.4 business days
Tech On Site
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Billing Review
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Invoice Pending
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days

🔗 Related Artifacts

📞
Case 00565587
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Overhaul
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Mar 30, 10:00 AM
Created
Feb 6, 8:47 AM
Invoice #
SM-259171

Work Details (19)

Name Type Status Qty Amount Date
WL-03094873 Parts Open 1 $0.00 Feb 6, 8:48 AM
WL-03094874 Parts Open 1 $0.00 Feb 6, 8:48 AM
WL-03094875 Parts Open 1 $0.00 Feb 6, 8:48 AM
WL-03094876 Parts Open 1 $0.00 Feb 6, 8:48 AM
WL-03094877 Parts Open 1 $0.00 Feb 6, 8:48 AM
WL-03163257 Expenses Open 1 $219.61 Mar 27, 3:34 PM
WL-03163258 Expenses Open 1 $120.00 Mar 27, 3:34 PM
WL-03163259 Expenses Open 1 $204.82 Mar 27, 3:34 PM
WL-03163260 Expenses Open 1 $157.90 Mar 27, 3:34 PM
WL-03164378 Expenses Open 1 $77.98 Mar 29, 7:41 AM
WL-03164379 Expenses Open 1 $50.00 Mar 29, 7:41 AM
WL-03164380 Expenses Open 1 $50.00 Mar 29, 7:41 AM
WL-03164864 Labor Open 11 $0.00 Mar 30, 10:11 AM
WL-03164865 Labor Open 1.5 $0.00 Mar 30, 10:11 AM
WL-03164866 Travel Open 375 $800.00 Mar 30, 10:11 AM
WL-03164867 Travel Open 60 $300.00 Mar 30, 10:11 AM
WL-03166176 Labor Open 5 $984.40 Mar 30, 9:28 PM
WL-03166177 Labor Open 2.5 $0.00 Mar 30, 9:28 PM
WL-03167423 Expenses Open 1 $131.32 Mar 31, 4:43 PM

Details