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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352350 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Allergan Inc — 8301 Mars Dr, Waco TX, 76712

Feb 17, 2026 → Mar 19, 2026

✅ Completed
PC Per client agreement
Target: Apr 30, 2026
🕐 Clock stopped: Completed (Mar 20)
✓ SLA Met (41d early)
Dispatch 0.0d
Coordinators 20.6d
Field Work 4.5d
Billing 12.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
20.6 days
Over SLA
Field Work
4.5 days
Over SLA
Billing
12.5 days
Over SLA
Created: Feb 17, 2026 Due: Apr 30, 2026 Completed: Mar 20, 2026 (41 days early)
📅
23.4 days Total Age
⏱️
11.9d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
33.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569188
6008322666
Closed
28U SYS-GC-8890-M Contract ends 12/31/2026 repair included PM / EOQ G3540A US2330A042 Agilent 8890 GC System Custom
Priority
High
Origin
Web
Reason
New Case
Contact
Erika Moya
Owner
Leona Coonrod
Created
Feb 17, 2026
Work Orders from this Case (2)
WO-01352350 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Feb 17, 2026 • Closed: Mar 19, 2026
WO-01352353 Invoiced
EOQ • Maria Davis
Created: Feb 17, 2026 • Closed: Mar 20, 2026
Completed with significant delays
Invoiced • 86 days old
🚨
Primary Delay 11.9 days stuck in "Assigned"
⏱️
Total Delay 33.1 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
11.9d / 0.5d SLA
Scheduled
8.7d / 2.0d SLA
Tech On Site
4.5d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
12.5d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Maria Davis ARP to site is 151 miles. Zone 4
🔧 Work Performed
03/17/2026 Results were reviewed by customer. All tests passed, session was singed off and committed. CD was generated and signed off. 03/16/2026 GC PM ACE 3.x session was created. GC parts were replaced. All tests passed
⚠️ Problem Description
28U SYS-GC-8890-M Contract ends 12/31/2026 repair included PM / EOQ G3540A US2330A042 Agilent 8890 GC System Custom
📄 Description
Agilent - 8890 GC System Custom
📞 Call Description
APR 2026 GC PM

Timeline

📞
Case Linked Feb 17, 11:25 AM
Case Number: 00569188
Subject: 6008322666
Status: Closed
📋
▶
3 Work Order Created Feb 17, 11:59 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: 1m, 0m
👷
Technician Assigned by Leona Coonrod
Technician: a0hF00000028i6gIAA, Maria Davis
🚨 12.0 business days
🗓️
▶
2 Status: Scheduled Mar 4, 1:06 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-03-17T16:00:00.000+0000
⚠️ 9.0 business days
🔧
Status: Tech On Site by Maria Davis Mar 16, 12:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 21h
⏳ 2.0 business days
🔩
8x Parts Added Mar 17, 12:51 PM
Type: Parts
Status: Open
Qty: 2, 1
⏳ 3.0 business days
⏱️
7x Labor Added Mar 19, 10:58 PM
Type: Labor, Parts, Travel
Status: Open
Qty: 4, 1, 2, 3, 152
💵
2x Expenses Added Mar 19, 11:13 PM
Type: Expenses
Status: Open
Qty: 1
🚗
Travel Added Mar 19, 11:23 PM
Type: Travel
Status: Open
Qty: 3
✔️
Status: Completed by Maria Davis Mar 19, 11:51 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3d 11h, 0m
⏳ 1.6 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 23, 4:29 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 4h
🚨 11.0 business days
💵
▶
2 Status: Billing Review Apr 6, 3:59 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: 2m
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 20h 34m
💰
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: 11.9 business days (threshold: 4.0 business hours)
Exceeded by 11.4 business days
Scheduled
Duration: 8.7 business days (threshold: 2.0 business days)
Exceeded by 6.7 business days
Tech On Site
Duration: 4.5 business days (threshold: 1.0 business days)
Exceeded by 3.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours

🔗 Related Artifacts

📞
Case 00569188
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Mar 17, 12:00 PM
Created
Feb 17, 11:59 AM
Invoice #
SM-258564

Work Details (18)

Name Type Status Qty Amount Date
WL-03147259 Parts Open 2 $0.00 Mar 17, 12:51 PM
WL-03147260 Parts Open 1 $0.00 Mar 17, 12:51 PM
WL-03147261 Parts Open 2 $0.00 Mar 17, 12:51 PM
WL-03147262 Parts Open 1 $0.00 Mar 17, 12:51 PM
WL-03147263 Parts Open 2 $0.00 Mar 17, 12:51 PM
WL-03147264 Parts Open 1 $0.00 Mar 17, 12:51 PM
WL-03147265 Parts Open 1 $0.00 Mar 17, 12:51 PM
WL-03147266 Parts Open 1 $0.00 Mar 17, 12:51 PM
WL-03152427 Labor Open 4 $300.00 Mar 19, 10:58 PM
WL-03152432 Parts Open 1 $0.00 Mar 19, 10:58 PM
WL-03152433 Parts Open 2 $0.00 Mar 19, 10:58 PM
WL-03152434 Parts Open 1 $0.00 Mar 19, 10:58 PM
WL-03152428 Labor Open 3 $302.50 Mar 19, 10:58 PM
WL-03152429 Labor Open 1 $75.00 Mar 19, 10:58 PM
WL-03152430 Travel Open 152 $0.00 Mar 19, 10:58 PM
WL-03152452 Expenses Open 1 $0.00 Mar 19, 11:13 PM
WL-03152453 Expenses Open 1 $225.00 Mar 19, 11:13 PM
WL-03152466 Travel Open 3 $0.00 Mar 19, 11:23 PM

Details