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WO-01350756 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Arcus Biosciences Inc — 26118 Research Rd, HAYWARD CA, 94545

Feb 10, 2026 → Mar 26, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (3 biz days early)
Active: 31 biz days
🕐 Clock stopped: Completed (Mar 26, 2026)
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 10 → Feb 12, 2026
2 business days (counted)
Running total: 2 of ? biz days used
29d
▶ Clock Running
Status: Scheduled
Feb 12 → Mar 26, 2026
29 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 26 → Mar 26, 2026
0 business days (counted)
Running total: 31 of ? biz days used
Created: Feb 10, 2026 Completed: Mar 26, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0
Feb 10 → Feb 10 Ready for Scheduling ▶ Running 0 0
Feb 10 → Feb 12 Assigned ▶ Running 2 2
Feb 12 → Mar 26 Scheduled ▶ Running 29 31
Mar 26 → Mar 26 Tech On Site ▶ Running 0 31
Dispatch 0.0d
Coordinators 32.4d
Field Work 0.7d
Billing 8.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
32.4 days
Over SLA
Field Work
0.7 days
Billing
8.0 days
Over SLA
Created: Feb 10, 2026 Due: Mar 31, 2026 Completed: Mar 26, 2026 (5 days early)
📅
32.0 days Total Age
⏱️
29.4d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
36.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566894
6008404708
Closed
28R SYS-LC-1290II Contract ends 01/28/2027 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G4761A DEBBP50686 Upgrade InfinityLab Sample Thermostat G7129B DEBA907462 1290 Infinity II Vialsampler G7116B DEBA410968 1290 Infinity II Multicolumn Thermostat G7104A DEBAX04837 1290 Infinity II Flexible Pump. G7117A DEBAV05018 1290 Infinity II Diode Array Detector FS
Priority
High
Origin
Web
Reason
New Case
Contact
Ryan Wang
Owner
Leona Coonrod
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01350756 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Feb 10, 2026 • Closed: Mar 26, 2026
Completed with significant delays
Invoiced • 185 days old
🚨
Primary Delay 29.4 days stuck in "Scheduled"
⏱️
Total Delay 36.3 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
3.0d / 0.5d SLA
Scheduled
29.4d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
7.9d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12 FEB 2026 Larry Alberty

Reached out for scheduling


Please assign to Larry Alberty ARP to site is 15 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
28R SYS-LC-1290II Contract ends 01/28/2027 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G4761A DEBBP50686 Upgrade InfinityLab Sample Thermostat G7129B DEBA907462 1290 Infinity II Vialsampler G7116B DEBA410968 1290 Infinity II Multicolumn Thermostat G7104A DEBAX04837 1290 Infinity II Flexible Pump. G7117A DEBAV05018 1290 Infinity II Diode Array Detector FS
📄 Description
Agilent - G7104A 1290 Infinity III Flexible Pump
📞 Call Description
MAR 2026 LC PMPLUS

Timeline

📞
▶
4 Case Linked Feb 10, 9:01 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01350756
Type: Preventive Maintenance
Priority: PC
📅
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: Larry Alberty
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 12, 3:58 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-03-26T13:00:00.000+0000
🚨 30.0 business days
🔧
Status: Tech On Site by Larry Alberty Mar 26, 10:19 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 41d 17h
✔️
Status: Completed by Larry Alberty Mar 26, 4:01 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 41m
⏱️
▶
2 8x Labor Added Mar 26, 4:07 PM
8x Labor Added → Status: Closed
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 7m
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 27, 5:15 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
⚠️ 6.8 business days
💵
▶
2 Status: Billing Review Apr 6, 3:18 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: 21h 16m
💰
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: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 29.4 business days (threshold: 2.0 business days)
Exceeded by 27.4 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.9 business hours
Ready to Bill
Duration: 6.3 business days (threshold: 1.0 business days)
Exceeded by 5.3 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.7 business hours

🔗 Related Artifacts

📞
Case 00566894
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Mar 26, 9:00 AM
Created
Feb 10, 9:02 AM
Invoice #
SM-258564

Work Details (8)

Name Type Status Qty Amount Date
WL-03161316 Labor Open 4 $484.00 Mar 26, 4:07 PM
WL-03161317 Labor Open 1 $75.00 Mar 26, 4:07 PM
WL-03161318 Labor Open 1 $75.00 Mar 26, 4:07 PM
WL-03161319 Travel Open 20 $0.00 Mar 26, 4:07 PM
WL-03161320 Travel Open 20 $0.00 Mar 26, 4:07 PM
WL-03161321 Parts Open 1 $0.00 Mar 26, 4:07 PM
WL-03161322 Parts Open 1 $0.00 Mar 26, 4:07 PM
WL-03161323 Parts Open 1 $0.00 Mar 26, 4:07 PM

Details