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WO-01352264 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Thermo Fisher Scientific Inc — 6055 Sunol Blvd., Pleasanton CA, 94566

Feb 17, 2026 → Apr 14, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 30, 2026
✓ SLA Met (12 biz days early)
Active: 40 biz days
🕐 Clock stopped: Completed (Apr 14, 2026)
▶ Clock Running
Status: Created
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Feb 17 → Feb 23, 2026
4 business days (counted)
Running total: 4 of ? biz days used
27d
▶ Clock Running
Status: Scheduled
Feb 23 → Apr 1, 2026
27 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 1 → Apr 2, 2026
1 business day (counted)
Running total: 32 of ? biz days used
8d
▶ Clock Running
Status: Reschedule
Apr 2 → Apr 14, 2026
8 business days (counted)
Running total: 40 of ? biz days used
Created: Feb 17, 2026 Completed: Apr 14, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 17 → Feb 17 Created ▶ Running 0 0
Feb 17 → Feb 17 Ready for Scheduling ▶ Running 0 0
Feb 17 → Feb 23 Assigned ▶ Running 4 4
Feb 23 → Apr 1 Scheduled ▶ Running 27 31
Apr 1 → Apr 2 Tech On Site ▶ Running 1 32
Apr 2 → Apr 14 Reschedule ▶ Running 8 40
Dispatch 0.0d
Coordinators 42.0d
Field Work 1.3d
Billing 6.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
42.0 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
6.3 days
Over SLA
Created: Feb 17, 2026 Due: Apr 30, 2026 Completed: Apr 14, 2026 (16 days early)
📅
41.0 days Total Age
⏱️
28.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
43.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Larry Alberty — scheduling delays attributed to technician, not coordinators
Visit 1 Apr 1, 2026
Visit 2 Apr 14, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569049
6008320997
Closed
38R SYS-LC-1260 Contract ends 12/31/2026 repair included PMPLUS / EOQ 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. G1315D-B DE64263535 1200 Series Diode Array Detector G1330B-B DE84970260 1200 Cooled Thermostatted ALS G1312B DE63059979 1260 Binary Pump G1379B JP82009420 1260 Infinity Micro Degasser. G1316B DE60559665 1200 Series Thermost. Col. Compartm. SL G1367D DE82555287 1200 Series High Performance ALS SL Plus
Priority
High
Origin
Web
Reason
New Case
Contact
Huan Doan
Owner
Leona Coonrod
Created
Feb 17, 2026
Work Orders from this Case (2)
WO-01352264 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Feb 17, 2026 • Closed: Apr 14, 2026
WO-01352265 Canceled
EOQ
Created: Feb 17, 2026
Completed with significant delays
Invoiced • 178 days old
🚨
Primary Delay 28.0 days stuck in "Scheduled"
⏱️
Total Delay 43.3 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
5.0d / 0.5d SLA
Scheduled
28.0d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Reschedule
9.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
6.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/16/26 lcoonrod WO completed.

4/2/26 lcoonrod showing in rescheduled status

01 April 2026 Larry Alberty

Started PM. Stopped PM due to repair parts on back order.


20 Feb 2026 Larry Alberty

Reached out for scheduling


Please assign to Larry Alberty ARP to site is 13 miles. Zone 1

🔧 Work Performed
01 April 2026 Started PM. Stopped PM due to repair parts on back order. 14 April 2026 Completed LC PM.
⚠️ Problem Description
38R SYS-LC-1260 Contract ends 12/31/2026 repair included PMPLUS / EOQ 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. G1315D-B DE64263535 1200 Series Diode Array Detector G1330B-B DE84970260 1200 Cooled Thermostatted ALS G1312B DE63059979 1260 Binary Pump G1379B JP82009420 1260 Infinity Micro Degasser. G1316B DE60559665 1200 Series Thermost. Col. Compartm. SL G1367D DE82555287 1200 Series High Performance ALS SL Plus
📄 Description
LC 1260 System
📞 Call Description
APR 2026 LC PMPLUS

Timeline

📞
▶
5 Case Linked Feb 17, 8:39 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned → Status: Assigned
📋
Work Order Created
Work Order: WO-01352264
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
Technician Assigned by Leona Coonrod
Technician: Larry Alberty
👷
Status: Assigned by Leona Coonrod
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Feb 23, 10:50 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-04-01T13:00:00.000+0000
🚨 28.0 business days
🔧
Status: Tech On Site by Larry Alberty Apr 1, 9:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 36d 22h
🔄
▶
3 Status: Reschedule Apr 1, 10:31 PM
Status: Reschedule → 5x Labor Added → 3x Parts Added
⏱️
5x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 3, 20
🔩
3x Parts Added
Type: Parts
Status: Open
Qty: 1
⚠️ 9.2 business days
⏱️
▶
2 5x Labor Added Apr 14, 5:39 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Reschedule
To: Completed
Duration in Previous: 12d 19h
🏁
Status: Closed by Larry Alberty Apr 14, 5:50 PM
From: Completed
To: Closed
Duration in Previous: 10m
⏳ 1.8 business days
📄
Status: Ready to Bill by Hannah Shaw Apr 15, 6:00 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
⚠️ 6.7 business days
📨
Status: Invoice Pending by Hannah Shaw Apr 23, 4:23 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 22h
🧾
▶
2 Invoice Created Apr 23, 4:33 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 10m

Bottlenecks

Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 28.0 business days (threshold: 2.0 business days)
Exceeded by 26.0 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Reschedule
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Ready to Bill
Duration: 6.2 business days (threshold: 1.0 business days)
Exceeded by 5.2 business days

🔗 Related Artifacts

📞
Case 00569049
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
N/A
Created
Feb 17, 8:40 AM
Invoice #
SM-259985

Work Details (13)

Name Type Status Qty Amount Date
WL-03169886 Labor Open 1 $75.00 Apr 1, 10:33 PM
WL-03169887 Labor Open 3 $484.00 Apr 1, 10:33 PM
WL-03169888 Labor Open 1 $75.00 Apr 1, 10:33 PM
WL-03169889 Travel Open 20 $0.00 Apr 1, 10:33 PM
WL-03169890 Travel Open 20 $0.00 Apr 1, 10:33 PM
WL-03169897 Parts Open 1 $0.00 Apr 1, 10:34 PM
WL-03169898 Parts Open 1 $0.00 Apr 1, 10:34 PM
WL-03169899 Parts Open 1 $0.00 Apr 1, 10:34 PM
WL-03185843 Labor Open 1 $75.00 Apr 14, 5:39 PM
WL-03185844 Labor Open 1 $0.00 Apr 14, 5:39 PM
WL-03185845 Labor Open 1 $75.00 Apr 14, 5:39 PM
WL-03185846 Travel Open 20 $0.00 Apr 14, 5:39 PM
WL-03185847 Travel Open 20 $0.00 Apr 14, 5:39 PM

Details