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WO-01351839 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Hexagon Bio Inc — 1490 O’Brien Dr Ste C, MENLO PARK CA, 94025

Feb 16, 2026 → Apr 17, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 30, 2026
✓ SLA Met (9 biz days early)
Active: 44 biz days
🕐 Clock stopped: Completed (Apr 17, 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
8d
▶ Clock Running
Status: Assigned
Feb 16 → Feb 26, 2026
8 business days (counted)
Running total: 8 of ? biz days used
36d
▶ Clock Running
Status: Scheduled
Feb 26 → Apr 17, 2026
36 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 17 → Apr 17, 2026
0 business days (counted)
Running total: 44 of ? biz days used
Created: Feb 16, 2026 Completed: Apr 17, 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 → Feb 26 Assigned ▶ Running 8 8
Feb 26 → Apr 17 Scheduled ▶ Running 36 44
Apr 17 → Apr 17 Tech On Site ▶ Running 0 44
Coordinators 44.1d
Field Work 0.8d
Billing 18.6d
✓ SLA Met
Coordinators
44.1 days
Over SLA
Field Work
0.8 days
Billing
18.6 days
Over SLA
Created: Feb 16, 2026 Due: Apr 30, 2026 Completed: Apr 17, 2026 (13 days early)
📅
44.0 days Total Age
⏱️
36.1d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
59.5d 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 #00568686
6008397428
Closed
28R SYS-LC-1260II Contract ends 01/14/2027 repair included PM PM only - customer supplies the UV lamp G7117AR DEBAV02235 Agil Cert Pre-own 1290 Inf. II Diode AD G7167AR DEACK00245 Agil Cert Pre-own 1260 Inf. II M Sampler G7116AR DEAED27218 Agilent Cert Pre-owned 1260 Inf. II MCT. G7104C DEAG203023 1260 Infinity II Flexible Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Phoebe Leong
Owner
Leona Coonrod
Created
Feb 16, 2026
Work Orders from this Case (1)
WO-01351839 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Feb 16, 2026 • Closed: Apr 17, 2026
Completed with significant delays
Invoiced • 178 days old
🚨
Primary Delay 36.1 days stuck in "Scheduled"
⏱️
Total Delay 59.5 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
8.0d / 0.5d SLA
Scheduled
36.1d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
18.5d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

23 FEB 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
28R SYS-LC-1260II Contract ends 01/14/2027 repair included PM PM only - customer supplies the UV lamp G7117AR DEBAV02235 Agil Cert Pre-own 1290 Inf. II Diode AD G7167AR DEACK00245 Agil Cert Pre-own 1260 Inf. II M Sampler G7116AR DEAED27218 Agilent Cert Pre-owned 1260 Inf. II MCT. G7104C DEAG203023 1260 Infinity II Flexible Pump
📄 Description
1260 Infinity II Flexible Pump
📞 Call Description
APR 2026 LC PM

Timeline

📞
▶
3 Case Linked Feb 16, 11:43 AM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01351839
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 Feb 16, 11:48 AM
Technician: Larry Alberty
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Feb 26, 6:05 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-04-17T12:00:00.000+0000
🚨 36.7 business days
🚗
▶
2 4x Travel Added Apr 17, 10:45 AM
4x Travel Added → Status: Tech On Site
🔧
Status: Tech On Site by Larry Alberty
From: Scheduled
To: Tech On Site
Duration in Previous: 49d 15h
✔️
▶
3 Status: Completed Apr 17, 5:26 PM
Status: Completed → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1, 3
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 1.8 business days
📄
Status: Ready to Bill by Hannah Shaw Apr 20, 3:40 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 22h
🚨 19.0 business days
📨
Status: Invoice Pending by Hannah Shaw May 14, 3:32 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 23d 23h
💰
Status: Invoiced by Hannah Shaw May 14, 4:08 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 36m
🧾
Invoice Created May 15, 2:07 PM
Invoice Number: SM-261939

Bottlenecks

Assigned
Duration: 8.0 business days (threshold: 4.0 business hours)
Exceeded by 7.5 business days
Scheduled
Duration: 36.1 business days (threshold: 2.0 business days)
Exceeded by 34.1 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Ready to Bill
Duration: 18.5 business days (threshold: 1.0 business days)
Exceeded by 17.5 business days

🔗 Related Artifacts

📞
Case 00568686
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Apr 17, 8:00 AM
Created
Feb 16, 11:48 AM
Invoice #
SM-261939

Work Details (7)

Name Type Status Qty Amount Date
WL-03190304 Travel Open 20 $0.00 Apr 17, 10:45 AM
WL-03190305 Travel Open 20 $0.00 Apr 17, 10:45 AM
WL-03190306 Parts Open 1 $0.00 Apr 17, 10:45 AM
WL-03190307 Parts Open 1 $0.00 Apr 17, 10:45 AM
WL-03191150 Labor Open 1 $75.00 Apr 17, 5:30 PM
WL-03191151 Labor Open 3 $484.00 Apr 17, 5:30 PM
WL-03191152 Labor Open 1 $75.00 Apr 17, 5:30 PM

Details