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Detailed work order timeline, KPIs, and analysis

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WO-01350247 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Repair/PM • PSM

📍 ACME Cryogenics — 5222 Ball Ground Hwy, Ball Ground GA, 30107

Feb 6, 2026 → Feb 13, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✓ SLA Met (9 biz days early)
Active: 4 biz days
Paused: 1 biz days
🕐 Clock stopped: Completed (Feb 14, 2026)
▶ Clock Running
Status: Created
Feb 6 → Feb 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Feb 6 → Feb 9, 2026
1 business day (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 9 → Feb 10, 2026
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 1 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 10 → Feb 14, 2026
3 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 14 → Feb 14, 2026
0 business days (counted)
Running total: 4 of ? biz days used
Created: Feb 6, 2026 Completed: Feb 14, 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 9 Awaiting Parts ⏸ Paused 1 —
Feb 9 → Feb 10 Ready for Scheduling ▶ Running 1 1
Feb 10 → Feb 10 Assigned ▶ Running 0 1
Feb 10 → Feb 14 Scheduled ▶ Running 3 4
Feb 14 → Feb 14 Tech On Site ▶ Running 0 4
Dispatch 0.0d
Material Management 1.9d
Holding 1.0d (excluded)
Coordinators 6.0d
Billing 7.3d
✓ SLA Met
Dispatch
0.0 days
Material Management
1.9 days
Holding (excluded from total)
1.0 days
Coordinators
6.0 days
Over SLA
Billing
7.3 days
Over SLA
Created: Feb 6, 2026 Due: Feb 16, 2026 Completed: Feb 14, 2026 (2 days early)
📅
5.9 days Total Age
⏱️
6.0d in Invoice Pending Longest Stage
🔄
11 transitions Status Changes
⚠️
7.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 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 Rozier Cole — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 12, 2026
Visit 2 Feb 13, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00565991
6008439586
Closed
Repair Recommendation 02/06/2026 09:15:05 PIERCEB After Service Order: 6008349510 filaments have failed. Need new filaments. ____________________ Approval Note 02/06/2026 09:15:05 PIERCEB Brian Mess and Wesley McEuen approve ____________________ Note 01/06/2026 16:03:22 ROKHATTR [01-06-2026 ATI RM TEAM Roshan Khattry] This is related to part 695409005 qty 1 ordered on SO 6008349510 under STO 4104827953 , as the part is 0 stock in Memphis and will have to be backordered.Kindly confirm, how soon do you need the part because part needs to be hotline/procure from Germany warehouse. If it is not urgent, we will follow the process and expedite it to get it sooner from elsewhere. ____________________ Parts Prediction 01/06/2026 12:28:10 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-06 12:28:02 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 ____________________ Note 01/06/2026 12:28:09 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-06 12:28:02 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 field pm
Priority
Critical
Origin
Email
Reason
New Case
Contact
Allen Bedenbaugh
Owner
Leona Coonrod
Created
Feb 6, 2026
Work Orders from this Case (1)
WO-01350247 (current) Invoiced
Repair/PM • Rozier Cole
Created: Feb 6, 2026 • Closed: Feb 13, 2026
Completed with minor delays
Invoiced • 188 days old
🚨
Primary Delay 6.0 days stuck in "Invoice Pending"
⏱️
Total Delay 7.3 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
Awaiting Parts
1.9d / 3.0d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.0d / 1.0d SLA
On Hold
1.0d
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
6.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/10/26 RBerry- Updated due date based on parts.


2/10 MOwens Replied back to the email from Allen and Shannon Dailey at this location to confirm scheduling the repair visit for this Thurs. 2/12 with arrival between 11-12.

2/10/26 AJinerson - Teams message to East District Pod Chat asking if closest Agilent tech out of SC available to cover this.


2/10/26 AJinerson - Parts showing delivered onsite 2/9.


2/9/26 lcoonrod expedite this repair per email from Bruce. email sent to confirm delivery. moving to RFS to expedite scheduling.

VSFLDHIS HOT ION SOURCE KIT

Tracking ID:888567377209

DELIVERY DATE

Today

Estimated between

10:05 AM - 12:05 PM



2/6/26 lcoonrod Part has not shipped yet. Filaments failed shortly after PM. expedite this repair per email from Bruce VSFLDHIS HOT ION SOURCE KIT

🔧 Work Performed
EVALUATED UNITS FAILURE - REACH OUT TO TECH SUPPORT
🔍 Technician Findings
FOUND UNIT NEEDING PM - UNIT FAILING W UNIT PRESSURE WAIT - UNITS TURBO PUMP FLUATING FROM 6000- 75000 RPM
⚠️ Problem Description
Repair Recommendation 02/06/2026 09:15:05 PIERCEB After Service Order: 6008349510 filaments have failed. Need new filaments. ____________________ Approval Note 02/06/2026 09:15:05 PIERCEB Brian Mess and Wesley McEuen approve ____________________ Note 01/06/2026 16:03:22 ROKHATTR [01-06-2026 ATI RM TEAM Roshan Khattry] This is related to part 695409005 qty 1 ordered on SO 6008349510 under STO 4104827953 , as the part is 0 stock in Memphis and will have to be backordered.Kindly confirm, how soon do you need the part because part needs to be hotline/procure from Germany warehouse. If it is not urgent, we will follow the process and expedite it to get it sooner from elsewhere. ____________________ Parts Prediction 01/06/2026 12:28:10 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-06 12:28:02 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 ____________________ Note 01/06/2026 12:28:09 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-06 12:28:02 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 field pm
📄 Description
Wet, Helium LD MR15
📞 Call Description
VPD Field Repair Trade

Timeline

📞
Case Linked Feb 6, 9:20 AM
Case Number: 00565991
Subject: 6008439586
Status: Closed
📋
▶
3 Work Order Created Feb 6, 11:30 AM
Work Order Created → Status: Awaiting Parts → Parts Added
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 9, 8:14 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 20h
⏳ 2.0 business days
👷
▶
2 Status: Assigned Feb 10, 9:38 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Abby Jinerson
Technician: Rozier Cole
🗓️
▶
2 Status: Scheduled Feb 10, 9:46 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-12T17:00:00.000+0000
⏳ 2.0 business days
💵
2x Expenses Added Feb 11, 3:13 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
Status: Tech On Site by Rozier Cole Feb 13, 10:30 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 12h
⏱️
▶
3 6x Labor Added Feb 13, 10:36 PM
6x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Rozier Cole
From: Tech On Site
To: Completed
Duration in Previous: 8m
🏁
Status: Closed by Rozier Cole
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 0.2 business days
⏸️
Status: On Hold by MICHAEL MCNAMARA Feb 16, 9:14 AM
From: Closed
To: On Hold
Duration in Previous: 2d 10h
📄
Status: Ready to Bill by MICHAEL MCNAMARA Feb 17, 9:06 AM
From: On Hold
To: Ready to Bill
Duration in Previous: 23h 52m
📨
Status: Invoice Pending by Hannah Shaw Feb 17, 9:39 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 12h 32m
⚠️ 6.3 business days
💰
▶
2 Status: Invoiced Feb 25, 11:08 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254236

Bottlenecks

Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Invoice Pending
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00565991
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Repair/PM
Branch
ERLA - PROD
Technician
Rozier Cole
Scheduled
N/A
Created
Feb 6, 11:30 AM
Invoice #
SM-254236

Work Details (9)

Name Type Status Qty Amount Date
WL-03095164 Parts Open 1 $0.00 Feb 6, 11:31 AM
WL-03101400 Expenses Open 1 $5.15 Feb 11, 3:13 PM
WL-03101401 Expenses Open 1 $174.86 Feb 11, 3:13 PM
WL-03106133 Labor Open 5 $0.00 Feb 13, 10:36 PM
WL-03106134 Labor Open 1 $582.00 Feb 13, 10:36 PM
WL-03106135 Labor Open 0.25 $0.00 Feb 13, 10:36 PM
WL-03106136 Labor Open 5 $0.00 Feb 13, 10:36 PM
WL-03106137 Expenses Open 1 $50.00 Feb 13, 10:36 PM
WL-03106138 Travel Open 275 $800.00 Feb 13, 10:36 PM

Details