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WO-01351129 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • 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
23d
▶ Clock Running
Status: Scheduled
Apr 2 → May 5, 2026
23 business days (counted)
Running total: 58 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 5 → May 5, 2026
0 business days (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 5 Scheduled ▶ Running 23 58
May 5 → May 5 Tech On Site ▶ Running 0 58
Dispatch 0.0d
Coordinators 59.7d
Field Work 0.8d
Billing 15.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
59.7 days
Over SLA
Field Work
0.8 days
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
📝
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 Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1 May 4, 2026
Visit 2 May 5, 2026

AI Analysis

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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 Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Feb 11, 2026 • Closed: May 5, 2026
WO-01351129 (current) 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
24.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.3d / 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 EOQ per GC.02.52 protocol. All tests passed. One deviation on the Detector Flow Accuracy test for the front FID due to inaccurate gas flow measurements. More detail is found in the EQR.
⚠️ 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 EOQ

Timeline

📞
Case Linked Feb 11, 1:17 PM
Case Number: 00567493
Subject: 6008385193
Status: Closed
📋
▶
4 Work Order Created Feb 11, 1:23 PM
Work Order Created → Status: Ready for Scheduling → Status: Assigned → Technician Assigned
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
Status: Assigned by Leona Coonrod
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
👷
Technician Assigned by Leona Coonrod
Technician: a0h8Y00000JjDuFQAV, Jose Gutierrez
🚨 36.0 business days
📅
▶
2 Dispatch Scheduled Apr 2, 11:09 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jose Gutierrez
From: Assigned
To: Scheduled
Duration in Previous: 49d 20h
🚨 22.0 business days
💵
Expenses Added May 1, 9:56 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
▶
2 Status: Tech On Site May 5, 9:35 AM
Status: Tech On Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3.5
💵
▶
2 2x Expenses Added May 5, 9:43 AM
2x Expenses Added → Travel Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 10
⏱️
▶
2 Labor Added May 5, 10:05 AM
Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
⏱️
▶
2 2x Labor Added May 5, 3:42 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site
To: Completed
Duration in Previous: 6h 7m
🏁
Status: Closed by Jose Gutierrez May 5, 3:51 PM
From: Completed
To: Closed
Duration in Previous: 8m
📄
Status: Ready to Bill by Hannah Shaw May 5, 6:01 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2h 10m
🚨 11.7 business days
💵
▶
2 Status: Billing Review May 20, 3:47 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, 4:20 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: 24.0 business days (threshold: 2.0 business days)
Exceeded by 22.0 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
EOQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
May 5, 10:00 AM
Created
Feb 11, 1:23 PM
Invoice #
SM-263021

Work Details (9)

Name Type Status Qty Amount Date
WL-03210604 Expenses Open 1 $225.00 May 1, 9:56 AM
WL-03214499 Labor Open 3.5 $907.50 May 5, 9:36 AM
WL-03214511 Expenses Open 1 $0.00 May 5, 9:43 AM
WL-03214512 Expenses Open 1 $0.00 May 5, 9:43 AM
WL-03214517 Travel Open 10 $0.00 May 5, 9:45 AM
WL-03214547 Labor Open 1 $0.00 May 5, 10:05 AM
WL-03214555 Labor Open 0.5 $37.50 May 5, 10:07 AM
WL-03215140 Labor Open 3 $225.00 May 5, 3:42 PM
WL-03215141 Travel Open 212 $0.00 May 5, 3:42 PM

Details