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WO-01351806 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Bristol-Myers Squibb Co — 1000 Sierra Point Pkwy, Brisbane CA, 94005

Feb 16, 2026 → Mar 6, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 30, 2026
✓ SLA Met (39 biz days early)
Active: 14 biz days
🕐 Clock stopped: Completed (Mar 6, 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
11d
▶ Clock Running
Status: Assigned
Feb 16 → Mar 3, 2026
11 business days (counted)
Running total: 11 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Mar 3 → Mar 6, 2026
3 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 6 → Mar 6, 2026
0 business days (counted)
Running total: 14 of ? biz days used
Created: Feb 16, 2026 Completed: Mar 6, 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 3 Assigned ▶ Running 11 11
Mar 3 → Mar 6 Scheduled ▶ Running 3 14
Mar 6 → Mar 6 Tech On Site ▶ Running 0 14
Coordinators 14.3d
Field Work 0.9d
Billing 22.6d
✓ SLA Met
Coordinators
14.3 days
Over SLA
Field Work
0.9 days
Billing
22.6 days
Over SLA
Created: Feb 16, 2026 Due: Apr 30, 2026 Completed: Mar 6, 2026 (55 days early)
📅
14.0 days Total Age
⏱️
21.0d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
32.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568599
6008336063
Closed
14R SYS-LC-1200 Contract ends 12/31/2026 repair included PM PM only - customer supplies the UV lamp G1330B-B DE60557397 1200 Cooled Thermostatted ALS G1367B DE63055692 1200 Series High Performance Autosample G1316A-B DE63058968 1200 Thermostatted Column Compartment G1311A DE62958032 1200 Quaternary Pump G1322A-B JP62355275 1200 Vacuum Degasser G1365B DE63055479 1200 Multi-Wavelength Detector
Priority
High
Origin
Web
Reason
New Case
Contact
Janeen Argyos
Owner
Leona Coonrod
Created
Feb 16, 2026
Work Orders from this Case (1)
WO-01351806 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Feb 16, 2026 • Closed: Mar 6, 2026
Completed with significant delays
Invoiced • 179 days old
🚨
Primary Delay 21.0 days stuck in "Ready to Bill"
⏱️
Total Delay 32.7 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
10.3d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
22.6d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

23 FEB 2026 Larry Alberty

Reached out to schedule.


Please assign to Larry Alberty ARP to site is 40 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
14R SYS-LC-1200 Contract ends 12/31/2026 repair included PM PM only - customer supplies the UV lamp G1330B-B DE60557397 1200 Cooled Thermostatted ALS G1367B DE63055692 1200 Series High Performance Autosample G1316A-B DE63058968 1200 Thermostatted Column Compartment G1311A DE62958032 1200 Quaternary Pump G1322A-B JP62355275 1200 Vacuum Degasser G1365B DE63055479 1200 Multi-Wavelength Detector
📄 Description
LC 1200 System
📞 Call Description
APR 2026 LC PM

Timeline

📞
Case Linked Feb 16, 9:52 AM
Case Number: 00568599
Subject: 6008336063
Status: Closed
📋
▶
3 Work Order Created Feb 16, 10:37 AM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
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
🚨 10.0 business days
🗓️
▶
2 Status: Scheduled Mar 2, 9:31 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-03-06T13:00:00.000+0000
⏳ 4.3 business days
🔧
Status: Tech On Site by Larry Alberty Mar 6, 9:30 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 11h
🚗
▶
2 4x Travel Added Mar 6, 2:50 PM
4x Travel Added → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1, 4
✔️
Status: Completed by Larry Alberty Mar 6, 4:51 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 20m
⏳ 1.9 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 9, 9:34 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 15h
🚨 21.0 business days
💵
▶
2 Status: Billing Review Apr 6, 3:19 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 15m
💰
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: 10.3 business days (threshold: 4.0 business hours)
Exceeded by 9.8 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours
Ready to Bill
Duration: 21.0 business days (threshold: 1.0 business days)
Exceeded by 20.0 business days
Ready to Bill
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours

🔗 Related Artifacts

📞
Case 00568599
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Mar 6, 8:00 AM
Created
Feb 16, 10:37 AM
Invoice #
SM-258564

Work Details (7)

Name Type Status Qty Amount Date
WL-03133837 Travel Open 35 $0.00 Mar 6, 2:50 PM
WL-03133838 Travel Open 35 $0.00 Mar 6, 2:50 PM
WL-03133839 Parts Open 1 $0.00 Mar 6, 2:50 PM
WL-03133840 Parts Open 1 $0.00 Mar 6, 2:50 PM
WL-03133862 Labor Open 1 $75.00 Mar 6, 2:55 PM
WL-03133863 Labor Open 4 $484.00 Mar 6, 2:55 PM
WL-03133864 Labor Open 1 $75.00 Mar 6, 2:55 PM

Details