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WO-01351769 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Arcus Biosciences Inc — 4010 Point Eden Way, HAYWARD CA, 94545

Feb 16, 2026 → May 4, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: May 31, 2026
✓ SLA Met (18 biz days early)
Active: 55 biz days
🕐 Clock stopped: Completed (May 4, 2026)
▶ Clock Running
Status: Created
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 0 of ? biz days used
23d
▶ Clock Running
Status: Assigned
Feb 16 → Mar 19, 2026
23 business days (counted)
Running total: 23 of ? biz days used
32d
▶ Clock Running
Status: Scheduled
Mar 19 → May 4, 2026
32 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Tech On Site
May 4 → May 4, 2026
0 business days (counted)
Running total: 55 of ? biz days used
Created: Feb 16, 2026 Completed: May 4, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 16 → Feb 16 Created ▶ Running 0 0
Feb 16 → Feb 16 Ready for Scheduling ▶ Running 0 0
Feb 16 → Mar 19 Assigned ▶ Running 23 23
Mar 19 → May 4 Scheduled ▶ Running 32 55
May 4 → May 4 Tech On Site ▶ Running 0 55
Coordinators 55.4d
Field Work 1.0d
Billing 15.3d
✓ SLA Met
Coordinators
55.4 days
Over SLA
Field Work
1.0 days
Billing
15.3 days
Over SLA
Created: Feb 16, 2026 Due: May 31, 2026 Completed: May 4, 2026 (27 days early)
📅
55.0 days Total Age
⏱️
32.4d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
67.4d 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 #00568595
6008404481
Closed
38R 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. G7116B DEBA408377 1290 Infinity II Multicolumn Thermostat G7117A DEBAV03912 1290 Infinity II Diode Array Detector FS G4761A DEBBP34873 Upgrade InfinityLab Sample Thermostat G7129B DEBA905597 1290 Infinity II Vialsampler G7120A DEBAY04273 1290 Infinity II High Speed Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Thomas Brubaker
Owner
Leona Coonrod
Created
Feb 16, 2026
Work Orders from this Case (1)
WO-01351769 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Feb 16, 2026 • Closed: May 4, 2026
Completed with significant delays
Invoiced • 179 days old
🚨
Primary Delay 32.4 days stuck in "Scheduled"
⏱️
Total Delay 67.4 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
23.0d / 0.5d SLA
Scheduled
32.4d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
15.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11 Mar 2026 Larry Alberty

Reached out for scheduling



Please assign to Larry Alberty ARP to site is 16 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
38R 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. G7116B DEBA408377 1290 Infinity II Multicolumn Thermostat G7117A DEBAV03912 1290 Infinity II Diode Array Detector FS G4761A DEBBP34873 Upgrade InfinityLab Sample Thermostat G7129B DEBA905597 1290 Infinity II Vialsampler G7120A DEBAY04273 1290 Infinity II High Speed Pump
📄 Description
1290 Infinity II High Speed Pump
📞 Call Description
MAY 2026 LC PMPLUS

Timeline

📞
▶
4 Case Linked Feb 16, 9:45 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01351769
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
🚨 23.0 business days
🗓️
▶
2 Status: Scheduled Mar 19, 4:35 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-05-04T13:00:00.000+0000
🚨 32.9 business days
🔧
Status: Tech On Site by Larry Alberty May 4, 9:48 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 45d 17h
🚗
5x Travel Added May 4, 9:54 AM
Type: Travel, Parts
Status: Open
Qty: 20, 1
✔️
Status: Completed by Larry Alberty May 4, 6:28 PM
From: Tech On Site
To: Completed
Duration in Previous: 8h 40m
⏱️
▶
2 3x Labor Added May 4, 6:47 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 19m
📄
Status: Ready to Bill by Hannah Shaw May 5, 5:41 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 53m
🚨 15.8 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: 23.0 business days (threshold: 4.0 business hours)
Exceeded by 22.5 business days
Scheduled
Duration: 32.4 business days (threshold: 2.0 business days)
Exceeded by 30.4 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Ready to Bill
Duration: 15.3 business days (threshold: 1.0 business days)
Exceeded by 14.3 business days

🔗 Related Artifacts

📞
Case 00568595
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
May 4, 9:00 AM
Created
Feb 16, 9:47 AM
Invoice #
SM-263021

Work Details (8)

Name Type Status Qty Amount Date
WL-03213333 Travel Open 20 $0.00 May 4, 9:54 AM
WL-03213334 Travel Open 20 $0.00 May 4, 9:54 AM
WL-03213335 Parts Open 1 $0.00 May 4, 9:54 AM
WL-03213336 Parts Open 1 $0.00 May 4, 9:54 AM
WL-03213337 Parts Open 1 $0.00 May 4, 9:54 AM
WL-03214058 Labor Open 1 $75.00 May 4, 6:47 PM
WL-03214059 Labor Open 4 $484.00 May 4, 6:47 PM
WL-03214060 Labor Open 1 $75.00 May 4, 6:47 PM

Details