Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352327 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Western Digital Corporation — 44100 Osgood Rd, FREMONT CA, 94539

Feb 17, 2026 → Apr 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 30, 2026
✓ SLA Met (5 biz days early)
Active: 47 biz days
🕐 Clock stopped: Completed (Apr 23, 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
5d
▶ Clock Running
Status: Assigned
Feb 17 → Feb 24, 2026
5 business days (counted)
Running total: 5 of ? biz days used
42d
▶ Clock Running
Status: Scheduled
Feb 24 → Apr 23, 2026
42 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 23 → Apr 23, 2026
0 business days (counted)
Running total: 47 of ? biz days used
Created: Feb 17, 2026 Completed: Apr 23, 2026
Show SLA Clock Detail (5 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 24 Assigned ▶ Running 5 5
Feb 24 → Apr 23 Scheduled ▶ Running 42 47
Apr 23 → Apr 23 Tech On Site ▶ Running 0 47
Dispatch 0.0d
Coordinators 49.0d
Field Work 0.6d
Billing 15.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
49.0 days
Over SLA
Field Work
0.6 days
Billing
15.6 days
Over SLA
Created: Feb 17, 2026 Due: Apr 30, 2026 Completed: Apr 23, 2026 (7 days early)
📅
48.0 days Total Age
⏱️
43.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
61.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00569175
6008299562
Closed
38R SYS-LC-1290 Contract ends 04/14/2026 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. G1316C DEBAC03427 1290 Thermostatted Column Compartment G4212A DEBAF01514 1290 Infinity Diode-Array Detector G4220B DEBAB00406 1290 Infinity Binary Pump VL G4226A DEBAP01380 1290 Infinity Autosampler
Priority
High
Origin
Web
Reason
New Case
Contact
S. Patrick Sam
Owner
Leona Coonrod
Created
Feb 17, 2026
Work Orders from this Case (1)
WO-01352327 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Feb 17, 2026 • Closed: Apr 23, 2026
Completed with significant delays
Invoiced • 177 days old
🚨
Primary Delay 43.0 days stuck in "Scheduled"
⏱️
Total Delay 61.0 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
6.0d / 0.5d SLA
Scheduled
43.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Ready to Bill
15.5d / 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 2 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
38R SYS-LC-1290 Contract ends 04/14/2026 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. G1316C DEBAC03427 1290 Thermostatted Column Compartment G4212A DEBAF01514 1290 Infinity Diode-Array Detector G4220B DEBAB00406 1290 Infinity Binary Pump VL G4226A DEBAP01380 1290 Infinity Autosampler
📄 Description
LC 1290 System
📞 Call Description
APR 2026 LC PMPLUS

Timeline

📞
▶
4 Case Linked Feb 17, 11:04 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01352327
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: a0hF0000001pE6KIAU, Larry Alberty
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Feb 24, 9:43 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-04-23T13:00:00.000+0000
🚨 43.0 business days
🔧
▶
2 Status: Tech On Site Apr 23, 10:35 AM
Status: Tech On Site → 7x Travel Added
🚗
7x Travel Added
Type: Travel, Parts
Status: Open
Qty: 5, 1
✔️
Status: Completed by Larry Alberty Apr 23, 3:10 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 35m
⏱️
▶
2 3x Labor Added Apr 23, 3:16 PM
3x Labor Added → Status: Closed
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 5m
📄
Status: Ready to Bill by Hannah Shaw Apr 23, 3:51 PM
From: Closed
To: Ready to Bill
Duration in Previous: 35m
🚨 16.0 business days
📨
Status: Invoice Pending by Hannah Shaw May 14, 3:32 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 20d 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: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 43.0 business days (threshold: 2.0 business days)
Exceeded by 41.0 business days
Ready to Bill
Duration: 15.5 business days (threshold: 1.0 business days)
Exceeded by 14.5 business days

🔗 Related Artifacts

📞
Case 00569175
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Apr 23, 9:00 AM
Created
Feb 17, 11:05 AM
Invoice #
SM-261939

Work Details (10)

Name Type Status Qty Amount Date
WL-03197627 Travel Open 5 $0.00 Apr 23, 10:37 AM
WL-03197628 Travel Open 5 $0.00 Apr 23, 10:37 AM
WL-03197629 Parts Open 1 $0.00 Apr 23, 10:37 AM
WL-03197630 Parts Open 1 $0.00 Apr 23, 10:37 AM
WL-03197631 Parts Open 1 $0.00 Apr 23, 10:37 AM
WL-03197632 Parts Open 1 $0.00 Apr 23, 10:37 AM
WL-03197633 Parts Open 1 $0.00 Apr 23, 10:37 AM
WL-03198207 Labor Open 1 $75.00 Apr 23, 3:16 PM
WL-03198208 Labor Open 4 $484.00 Apr 23, 3:16 PM
WL-03198209 Labor Open 1 $75.00 Apr 23, 3:16 PM

Details