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WO-01350969 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Overhaul • PSM

📍 ATI Specialty Materials — 3875 Aeropointe Pkwy, Monroe NC, 28110

Feb 10, 2026 → Feb 23, 2026

✅ Completed
PSM
SLA Clock
Last business day of February 2026 · Target: Feb 27, 2026
✓ SLA Met (3 biz days early)
Active: 6 biz days
Paused: 3 biz days
🕐 Clock stopped: Completed (Feb 24, 2026)
▶ Clock Running
Status: Created
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 0 of ? biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Feb 10 → Feb 16, 2026
3 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 23, 2026
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 6 of ? biz days used
Created: Feb 10, 2026 Completed: Feb 24, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 10 → Feb 10 Created ▶ Running 0 0
Feb 10 → Feb 16 Awaiting Parts ⏸ Paused 3 —
Feb 16 → Feb 16 Ready for Scheduling ▶ Running 0 0
Feb 16 → Feb 16 Assigned ▶ Running 0 0
Feb 16 → Feb 23 Scheduled ▶ Running 5 5
Feb 23 → Feb 24 Tech On Site ▶ Running 1 6
Dispatch 0.0d
Material Management 3.3d
Coordinators 5.0d
Field Work 1.2d
Billing 7.6d
✓ SLA Met
Dispatch
0.0 days
Material Management
3.3 days
Over SLA
Coordinators
5.0 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
7.6 days
Over SLA
Created: Feb 10, 2026 Due: Feb 23, 2026 Completed: Feb 24, 2026 (on time)
📅
8.8 days Total Age
⏱️
6.2d in Invoice Pending Longest Stage
🔄
10 transitions Status Changes
⚠️
8.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00566910
6008443357 - FW: Agilent Service Order Confirmation - ATI Specialty Materials 8106608853
Closed
Parts Prediction 01/08/2026 11:17:46 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-08 11:17:34 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 EX9499325 ____________________ Note 01/08/2026 11:17:45 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-08 11:17:34 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 field overhaul; DS 302 sticking; filaments
Priority
Standard
Origin
Web
Reason
New Case
Contact
Derrick Johnson
Owner
Leona Coonrod
Created
Feb 10, 2026
Work Orders from this Case (1)
WO-01350969 (current) Invoiced
Overhaul • Rozier Cole
Created: Feb 10, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 184 days old
🚨
Primary Delay 6.2 days stuck in "Invoice Pending"
⏱️
Total Delay 8.1 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
3.3d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
1.4d / 1.0d SLA
Invoice Pending
6.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/16 MOwens Called and spoke to Derrick Johnson. I offered 2/23 as the first available to schedule the visit. He said that day will be good for him. I told him the eta will be between 10-10:30am.

2/16/26 lcoonrod

location called in and advised they have parts.


2/13/26 lcoonrod sent email to confirm delivery

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

EX9499325 EXCHANGE DS 302 PUMP 1 PHASE W/W MOTOR


Waybill 888662702533 Delivered Friday, 2/13/26 at 9:39 AM Signed for by: M.Erica

Waybill 888671804809 SCHEDULED DELIVERY DATE Monday 2/16/26 before 10:30 AM

Waybill 888671804810 SCHEDULED DELIVERY DATE Monday 2/16/26 before 10:30 AM




2/10/26 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

EX9499325 EXCHANGE DS 302 PUMP 1 PHASE W/W MOTOR

🔧 Work Performed
overhauled unit per mfg instructions - swapped units roughing pump - added oil -leak down tested - calibrated - verified with cx
🔍 Technician Findings
found unit needing overhaul - unit failed initial cal - filaments no emission
⚠️ Problem Description
Parts Prediction 01/08/2026 11:17:46 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-08 11:17:34 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 EX9499325 ____________________ Note 01/08/2026 11:17:45 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-08 11:17:34 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 field overhaul; DS 302 sticking; filaments
📄 Description
Wet, Helium LD MR15
📞 Call Description
VPD Field Overhaul Trade

Timeline

📞
Case Linked Feb 10, 9:10 AM
Case Number: 00566910
Subject: 6008443357 - FW: Agilent Service Order Confirmation - ATI Specialty Materials 8106608853
Status: Closed
📋
▶
3 Work Order Created Feb 10, 4:28 PM
Work Order Created → 6x Parts Added → Status: Awaiting Parts
🔩
6x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
⏳ 3.9 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 16, 1:02 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 20h
👷
▶
2 Technician Assigned Feb 16, 2:44 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 42m
🗓️
▶
2 Status: Scheduled Feb 16, 4:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-02-23T15:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Rozier Cole Feb 23, 1:07 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 20h
⏱️
▶
2 4x Labor Added Feb 23, 10:30 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Rozier Cole
From: Tech On Site
To: Completed
Duration in Previous: 9h 24m
🏁
Status: Closed by Rozier Cole Feb 23, 10:52 PM
From: Completed
To: Closed
Duration in Previous: 20m
📄
Status: Ready to Bill by MICHAEL MCNAMARA Feb 24, 7:41 AM
From: Closed
To: Ready to Bill
Duration in Previous: 8h 48m
📨
Status: Invoice Pending by Hannah Shaw Feb 24, 10:15 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 14h 34m
⚠️ 6.2 business days
💰
▶
2 Status: Invoiced Mar 4, 8:19 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-254816

Bottlenecks

Awaiting Parts
Duration: 3.3 business days (threshold: 3.0 business days)
Exceeded by 2.5 business hours
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours
Invoice Pending
Duration: 6.2 business days (threshold: 2.0 business days)
Exceeded by 4.2 business days

🔗 Related Artifacts

📞
Case 00566910
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Overhaul
Branch
ERLA - PROD
Technician
Rozier Cole
Scheduled
Feb 23, 10:00 AM
Created
Feb 10, 4:28 PM
Invoice #
SM-254816

Work Details (10)

Name Type Status Qty Amount Date
WL-03099585 Parts Open 1 $0.00 Feb 10, 4:30 PM
WL-03099586 Parts Open 1 $0.00 Feb 10, 4:30 PM
WL-03099587 Parts Open 1 $0.00 Feb 10, 4:30 PM
WL-03099588 Parts Open 1 $0.00 Feb 10, 4:30 PM
WL-03099589 Parts Open 1 $0.00 Feb 10, 4:30 PM
WL-03099590 Parts Open 1 $0.00 Feb 10, 4:30 PM
WL-03117066 Labor Open 2 $0.00 Feb 23, 10:30 PM
WL-03117067 Labor Open 7 $920.00 Feb 23, 10:30 PM
WL-03117068 Labor Open 2 $0.00 Feb 23, 10:30 PM
WL-03117069 Travel Open 105 $450.00 Feb 23, 10:30 PM

Details