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WO-01350658 ↗ ServiceMax

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

📍 Intuitive Surgical Operations Inc — 950 Kifer Rd, SUNNYVALE CA, 94086

Feb 9, 2026 → Mar 31, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✗ SLA Missed (10 biz days late)
Active: 24 biz days
Paused: 11 biz days
🕐 Clock stopped: Completed (Mar 31, 2026)
▶ Clock Running
Status: Created
Feb 9 → Feb 9, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸11d
⏸ Clock Paused
Status: Awaiting Parts
Feb 9 → Feb 25, 2026
11 business days (not counted)
16d
▶ Clock Running
Status: Ready for Scheduling
Feb 25 → Mar 19, 2026
16 business days (counted)
Running total: 16 of ? biz days used
3d
▶ Clock Running
Status: Assigned
Mar 19 → Mar 24, 2026
3 business days (counted)
Running total: 19 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Mar 24 → Mar 31, 2026
5 business days (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 31 → Mar 31, 2026
0 business days (counted)
Running total: 24 of ? biz days used
Created: Feb 9, 2026 Completed: Mar 31, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 9 → Feb 9 Created ▶ Running 0 0
Feb 9 → Feb 25 Awaiting Parts ⏸ Paused 11 —
Feb 25 → Mar 19 Ready for Scheduling ▶ Running 16 16
Mar 19 → Mar 24 Assigned ▶ Running 3 19
Mar 24 → Mar 31 Scheduled ▶ Running 5 24
Mar 31 → Mar 31 Tech On Site ▶ Running 0 24
Dispatch 0.0d
Material Management 11.4d
Coordinators 26.1d
Field Work 1.0d
Billing 10.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
11.4 days
Over SLA
Coordinators
26.1 days
Over SLA
Field Work
1.0 days
Billing
10.7 days
Over SLA
Created: Feb 9, 2026 Due: Mar 25, 2026 Completed: Mar 31, 2026 (5 days late)
📅
35.4 days Total Age
⏱️
16.9d in Ready for Scheduling Longest Stage
🔄
12 transitions Status Changes
⚠️
35.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566508
6008440018 FW: Agilent Service Order Confirmation - Intuitive Surgical Operations Inc 8106655671
Closed
Note 02/09/2026 12:07:16 MOHPANDE [02-09-2026 ATI RM TEAM Mohit Pandey] Part 643100634 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. ____________________ Note 02/04/2026 08:45:24 WF-BATCH Agent: WIGEORGE Timestamp: 2026-02-04 08:45:13 sales Ron Neikirk ron.neikirk@agilent.com mobile: 360-281-3249 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 field pm
Priority
Standard
Origin
Web
Reason
New Case
Contact
Brian Goduco
Owner
Leona Coonrod
Created
Feb 9, 2026
Work Orders from this Case (1)
WO-01350658 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Feb 9, 2026 • Closed: Mar 31, 2026
Completed with significant delays
Invoiced • 185 days old
🚨
Primary Delay 16.9 days stuck in "Ready for Scheduling"
⏱️
Total Delay 35.6 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
11.4d / 3.0d SLA
Ready for Scheduling
16.9d / 1.0d SLA
Assigned
3.2d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Billing Review
5.0d / 2.0d SLA
Ready to Bill
2.1d / 1.0d SLA
Invoice Pending
3.6d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/20/26 lcoonrod

per email from Agilent, last part will be there on Monday 3/23.


3/20/26 3/20/26 lcoonrod

part IDP3TS added to SO. est delivery date 3/23/26


2/25/26 lcoonrod (see attachment)

The part backordered for the SO 6008440018 is not a significant part, and you could schedule the call without it, if you wish.

Wm. George


2/23/26 lcoonrod part 643100634 expected date 3/10

location confirmed all parts delivered except for 643100634


2/20/26 lcoonrod

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

64310063 VALVE 2 -WAY CLIPPARD ETN-2M-24


Waybill 888623897274 Delivered Tuesday, 2/10/26 at 10:01 AM Signed for by: Z.Valdez

Waybill 888630283722 Delivered Tuesday, 2/10/26 at 10:01 AM Signed for by: Z.Valdez


2/9/26 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

VSFLDDP Diaphragm Pump Maintenance Kit

64310063 VALVE 2 -WAY CLIPPARD ETN-2M-24



2/13/26 lcoonrod part 643100634 has not shipped yet.


2/9/26 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

VSFLDDP Diaphragm Pump Maintenance Kit

64310063 VALVE 2 -WAY CLIPPARD ETN-2M-24

🔧 Work Performed
31 Mar 2026 Worked on Asset A29708. Found unit not able to calibrate due to failed filaments causing error message: gain too high. After replacing filaments problem cleared and unit calibrating as normal. The following items were completed. # Complete inspection and cleaning of spectrometer, valve block and manifold # Replacement of ion source and filaments # New O-rings and seals if needed # Either service of Scroll/Rough pump or service of turbo pump. # Diaphragm pump maintenance # Verification of vacuum system integrity, helium sensitivity and system calibration # Replacement of calibrated leak # Provide ISO traceable certificate for calibrated leak.
⚠️ Problem Description
Note 02/09/2026 12:07:16 MOHPANDE [02-09-2026 ATI RM TEAM Mohit Pandey] Part 643100634 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. ____________________ Note 02/04/2026 08:45:24 WF-BATCH Agent: WIGEORGE Timestamp: 2026-02-04 08:45:13 sales Ron Neikirk ron.neikirk@agilent.com mobile: 360-281-3249 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 field pm
📄 Description
Helium Leak Detector, PD03 configuration
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Feb 9, 9:35 AM
Case Number: 00566508
Subject: 6008440018 FW: Agilent Service Order Confirmation - Intuitive Surgical Operations Inc 8106655671
Status: Closed
📋
Work Order Created Feb 9, 4:02 PM
Work Order: WO-01350658
Type: Preventive Maintenance
Priority: PSM
🔩
▶
2 6x Parts Added Feb 9, 4:08 PM
6x Parts Added → Status: Awaiting Parts
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 5m
🚨 12.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 25, 11:45 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 15d 19h
🚨 17.0 business days
👷
▶
2 Status: Assigned Mar 19, 6:06 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Larry Alberty
🔩
Parts Added Mar 20, 3:49 PM
Type: Parts
Status: Open
Qty: 1
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Mar 24, 9:33 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Larry Alberty
From: Assigned
To: Scheduled
Duration in Previous: 4d 15h
⚠️ 6.0 business days
🔧
Status: Tech On Site by Larry Alberty Mar 31, 10:22 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 0h
⏱️
▶
2 5x Labor Added Mar 31, 6:30 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 8h 8m, 0m
⏳ 2.7 business days
💵
Status: Billing Review by Hannah Shaw Apr 2, 10:32 AM
From: Closed
To: Billing Review
Duration in Previous: 1d 16h
⏳ 3.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Apr 6, 1:06 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 4d 2h
💵
Status: Billing Review by Hannah Shaw Apr 7, 10:34 AM
From: Ready to Bill
To: Billing Review
Duration in Previous: 21h 28m
⏳ 2.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Apr 8, 1:17 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 1d 2h
📨
Status: Invoice Pending by Hannah Shaw Apr 8, 3:20 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2h 3m
⏳ 4.0 business days
🧾
▶
2 Invoice Created Apr 13, 9:53 AM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4d 18h

Bottlenecks

Awaiting Parts
Duration: 11.4 business days (threshold: 3.0 business days)
Exceeded by 8.4 business days
Ready for Scheduling
Duration: 16.9 business days (threshold: 1.0 business days)
Exceeded by 15.9 business days
Assigned
Duration: 3.2 business days (threshold: 4.0 business hours)
Exceeded by 2.7 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Billing Review
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 6.9 business hours
Invoice Pending
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days

🔗 Related Artifacts

📞
Case 00566508
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Larry Alberty
Scheduled
Mar 31, 9:00 AM
Created
Feb 9, 4:02 PM
Invoice #
SM-258740

Work Details (12)

Name Type Status Qty Amount Date
WL-03098013 Parts Open 1 $0.00 Feb 9, 4:08 PM
WL-03098014 Parts Open 1 $0.00 Feb 9, 4:08 PM
WL-03098015 Parts Open 1 $0.00 Feb 9, 4:08 PM
WL-03098016 Parts Open 1 $0.00 Feb 9, 4:08 PM
WL-03098017 Parts Open 1 $0.00 Feb 9, 4:08 PM
WL-03098018 Parts Open 1 $0.00 Feb 9, 4:08 PM
WL-03153420 Parts Open 1 $0.00 Mar 20, 3:49 PM
WL-03167632 Labor Open 6 $578.87 Mar 31, 6:30 PM
WL-03167633 Labor Open 1 $0.00 Mar 31, 6:30 PM
WL-03167634 Labor Open 1 $0.00 Mar 31, 6:30 PM
WL-03167635 Travel Open 25 $150.00 Mar 31, 6:30 PM
WL-03167636 Travel Open 25 $0.00 Mar 31, 6:30 PM

Details