Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351127 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Ethicon Inc — 3348 Pulliam St, San Angelo TX, 76905

Feb 11, 2026 → May 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: May 31, 2026
✓ SLA Met (17 biz days early)
Active: 58 biz days
🕐 Clock stopped: Completed (May 5, 2026)
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
35d
▶ Clock Running
Status: Assigned
Feb 11 → Apr 2, 2026
35 business days (counted)
Running total: 35 of ? biz days used
22d
▶ Clock Running
Status: Scheduled
Apr 2 → May 4, 2026
22 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 4 → May 5, 2026
1 business day (counted)
Running total: 58 of ? biz days used
Created: Feb 11, 2026 Completed: May 5, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 0
Feb 11 → Apr 2 Assigned ▶ Running 35 35
Apr 2 → May 4 Scheduled ▶ Running 22 57
May 4 → May 5 Tech On Site ▶ Running 1 58
Dispatch 0.0d
Coordinators 58.7d
Field Work 2.0d
Billing 15.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
58.7 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
15.8 days
Over SLA
Created: Feb 11, 2026 Due: May 31, 2026 Completed: May 5, 2026 (26 days early)
📅
58.7 days Total Age
⏱️
35.7d in Assigned Longest Stage
🔄
12 transitions Status Changes
⚠️
70.9d 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 Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1 May 3, 2026
Visit 2 May 4, 2026

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00567493
6008385193
Closed
28U SYS-GC-8890-E Contract ends 01/31/2027 repair included PM / EOQ G4560A HT20373011 7697A Upgrade from 12 to 111 Vial G4557A US20420005 7697A Headspace Sampler, 111 Vial G3540A US2043A066 Agilent 8890 GC System Custom
Priority
High
Origin
Web
Reason
New Case
Contact
Ivan Delgado
Owner
Leona Coonrod
Created
Feb 11, 2026
Work Orders from this Case (2)
WO-01351127 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Feb 11, 2026 • Closed: May 5, 2026
WO-01351129 Invoiced
EOQ • Jose Gutierrez
Created: Feb 11, 2026 • Closed: May 5, 2026
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 35.7 days stuck in "Assigned"
⏱️
Total Delay 70.9 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
35.7d / 0.5d SLA
Scheduled
23.0d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
15.8d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/2/26 lcoonrod added to FSM board

Please assign to Jose Gutierrez ARP to site is 200 miles. Zone 4

🔧 Work Performed
Performed 8890 GC and 7697A Headspace sampler annual preventive maintenance per ACE task list Working Instructions in preparation for OQ delivery following afterward.
⚠️ Problem Description
28U SYS-GC-8890-E Contract ends 01/31/2027 repair included PM / EOQ G4560A HT20373011 7697A Upgrade from 12 to 111 Vial G4557A US20420005 7697A Headspace Sampler, 111 Vial G3540A US2043A066 Agilent 8890 GC System Custom
📄 Description
Agilent - 8890 GC System Custom
📞 Call Description
MAY 2026 GC PM

Timeline

📞
▶
2 Case Linked Feb 11, 1:17 PM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01351127
Type: Preventive Maintenance
Priority: PC
📅
▶
3 Status: Ready for Scheduling Feb 11, 1:24 PM
Status: Ready for Scheduling → Technician Assigned → Status: Assigned
👷
Technician Assigned by Leona Coonrod
Technician: a0h8Y00000JjDuFQAV, Jose Gutierrez
👷
Status: Assigned by Leona Coonrod
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
🚨 36.0 business days
🗓️
▶
2 Status: Scheduled Apr 2, 11:08 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-05-04T14:00:00.000+0000
🚨 22.0 business days
💵
2x Expenses Added May 1, 9:57 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
⏱️
2x Labor Added May 3, 10:33 PM
Type: Labor, Expenses
Status: Open
Qty: 3, 1
🚗
9x Travel Added May 3, 10:43 PM
Type: Travel, Parts
Status: Open
Qty: 208, 1
🔧
Status: Tech On Site by Jose Gutierrez May 4, 9:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 31d 22h
⏱️
3x Labor Added May 4, 7:52 PM
Type: Labor
Status: Open
Qty: 0.25, 3
🚗
2x Travel Added May 5, 9:41 AM
Type: Travel
Status: Open
Qty: 10, 14
✔️
▶
2 Status: Completed May 5, 9:50 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Jose Gutierrez
From: Completed
To: Closed
Duration in Previous: 1m
🔩
▶
2 Parts Added May 5, 6:02 PM
Parts Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 8h 11m
🚨 11.7 business days
💵
▶
2 Status: Billing Review May 20, 3:45 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: Billing Review by Hannah Shaw May 20, 4:18 PM
From: Ready to Bill, Billing Review
To: Billing Review, Ready to Bill
Duration in Previous: 31m, 0m
⏳ 5.0 business days
📨
▶
3 Status: Invoice Pending May 27, 11:42 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-263021
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 35.7 business days (threshold: 4.0 business hours)
Exceeded by 35.2 business days
Scheduled
Duration: 23.0 business days (threshold: 2.0 business days)
Exceeded by 21.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 11.2 business days (threshold: 1.0 business days)
Exceeded by 10.2 business days
Ready to Bill
Duration: 4.5 business days (threshold: 1.0 business days)
Exceeded by 3.5 business days

🔗 Related Artifacts

📞
Case 00567493
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
May 4, 10:00 AM
Created
Feb 11, 1:21 PM
Invoice #
SM-263021

Work Details (19)

Name Type Status Qty Amount Date
WL-03210605 Expenses Open 1 $0.00 May 1, 9:57 AM
WL-03210606 Expenses Open 1 $225.00 May 1, 9:57 AM
WL-03213123 Labor Open 3 $225.00 May 3, 10:33 PM
WL-03213124 Expenses Open 1 $0.00 May 3, 10:33 PM
WL-03213125 Travel Open 208 $0.00 May 3, 10:43 PM
WL-03213126 Parts Open 2 $0.00 May 3, 10:43 PM
WL-03213127 Parts Open 1 $0.00 May 3, 10:43 PM
WL-03213128 Parts Open 2 $0.00 May 3, 10:43 PM
WL-03213129 Parts Open 1 $0.00 May 3, 10:43 PM
WL-03213130 Parts Open 1 $0.00 May 3, 10:43 PM
WL-03213131 Parts Open 1 $0.00 May 3, 10:43 PM
WL-03213132 Parts Open 1 $0.00 May 3, 10:43 PM
WL-03213133 Parts Open 1 $0.00 May 3, 10:43 PM
WL-03214156 Labor Open 0.25 $18.75 May 4, 7:52 PM
WL-03214157 Labor Open 3 $484.00 May 4, 7:52 PM
WL-03214158 Labor Open 0.25 $18.75 May 4, 7:52 PM
WL-03214505 Travel Open 10 $0.00 May 5, 9:41 AM
WL-03214506 Travel Open 14 $0.00 May 5, 9:41 AM
WL-03215414 Parts Open 4 $0.00 May 5, 6:02 PM

Details