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WO-01352449 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Repair/PM • PSM

📍 FEI Co — 5350 NE Dawson Creek Dr, Hillsboro OR, 97124

Feb 17, 2026 → Mar 22, 2026

✅ Completed
PSM Last business day of February 2026
Target: Feb 27, 2026
🕐 Clock stopped: Tech Off Site (Mar 22)
⏸ 8d excluded (parts wait + holding)
✗ SLA Missed (15d late)
Dispatch 0.0d
Material Management 7.3d
Coordinators 13.5d
Field Work 4.0d
Billing 13.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
7.3 days
Over SLA
Coordinators
13.5 days
Over SLA
Field Work
4.0 days
Over SLA
Billing
13.0 days
Over SLA
Created: Feb 17, 2026 Due: Mar 10, 2026 Completed: Mar 22, 2026 (11 days late)
📅
23.3 days Total Age
⏱️
13.2d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
27.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569249
6008466454 FW: Repair request
Closed
Note 02/17/2026 12:39:28 WIGEORGE gratis replacement following pm call last week. ____________________ Approval Note 02/17/2026 12:39:28 WIGEORGE wesley McQeuen ____________________ Note 02/17/2026 12:28:50 WF-BATCH Agent: WIGEORGE Timestamp: 2026-02-17 12:28:42 sales Ron Neikirk ron.neikirk@agilent.com mobile: 360-281-3249 gratis field repair; fils out from service last week. 6007704686
Priority
Standard
Origin
Web
Reason
New Case
Contact
Ian MacLeod
Owner
Leona Coonrod
Created
Feb 17, 2026
Work Orders from this Case (1)
WO-01352449 (current) Invoiced
Repair/PM • Kwame Cobb
Created: Feb 17, 2026 • Closed: Mar 22, 2026
Completed with significant delays
Invoiced • 86 days old
🚨
Primary Delay 13.2 days stuck in "Scheduled"
⏱️
Total Delay 27.5 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
Awaiting Parts
7.3d / 3.0d SLA
Ready for Scheduling
0.4d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
13.2d / 2.0d SLA
Tech On Site
4.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
1.0d / 2.0d SLA
Ready to Bill
7.0d / 1.0d SLA
Invoice Pending
5.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3-4 Mburris tech is needed on a big job in Sac / The Sac and Hillsboro, OR  POC got mixed up so Hillsboro, OR  is getting pushed out a week to accommodate with Sac sites urgency

3/2/26 RBerry- Updated due date based on parts for WO-01352637 and WO-01352632. Site wants these scheduled for the same trip. States they were to be sent next day and wanted these on the calendar. Chattered LCoonrod on WO-01352637 and WO-01352632 to confirm parts.


2-26 Mburris called spoke with Ian MacLeod. Advised that an email came over with wrong wo's for his site He set appts for 3-10 at 7am for Hillsboro, Or 3 wo's from email show Sac, CA  / also informed he that site has 5 WO's POC said all parts were sent over next day and that he also has extra parts on site for tech to use.


2/26/26 lcoonrod Part still showing in open status. But per email from Ian - I have the parts . Please schedule ASAP


2/23/26 lcoonrod parts are still showing in open status.

2/20/26 lcoonrod Parts have not shipped yet


2/17/26 lcoonrod Parts have not shipped yet

VSFLDHIS HOT ION SOURCE KIT

VSFLDOV VS SERIES, VALVE BLOCK O-RING KIT

🔧 Work Performed
Completed Service Tasks: Inspection and Cleaning Performed a comprehensive inspection and cleaning of: Spectrometer Valve block Manifold Component Replacement: Replaced ion source and filaments Replaced o-rings in diaphram pump. Installed new O-rings and seals where required Replaced tip seal in vacuum pump. System Verification: Verified integrity of the vacuum system Performed helium sensitivity check Completed full system calibration Calibrated Leak Maintenance: Replaced the calibrated leak Supplied ISO traceable certificate for the new calibrated leak
🔍 Technician Findings
As found: Unit in workshop.
⚠️ Problem Description
Note 02/17/2026 12:39:28 WIGEORGE gratis replacement following pm call last week. ____________________ Approval Note 02/17/2026 12:39:28 WIGEORGE wesley McQeuen ____________________ Note 02/17/2026 12:28:50 WF-BATCH Agent: WIGEORGE Timestamp: 2026-02-17 12:28:42 sales Ron Neikirk ron.neikirk@agilent.com mobile: 360-281-3249 gratis field repair; fils out from service last week. 6007704686
📄 Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞 Call Description
VPD Field Repair Trade

Timeline

📞
Case Linked Feb 17, 12:57 PM
Case Number: 00569249
Subject: 6008466454 FW: Repair request
Status: Closed
📋
▶
3 Work Order Created Feb 17, 4:29 PM
Work Order Created → Status: Awaiting Parts → 2x Parts Added
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 0m
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
⚠️ 7.9 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 26, 2:42 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 8d 22h
👷
▶
4 Technician Assigned Feb 26, 5:38 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2h 55m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-03-10T15:00:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1m
⏳ 4.8 business days
📅
Dispatch Scheduled by Michael Burris Mar 4, 9:42 AM
Scheduled For: 2026-03-17T15:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Kwame Cobb Mar 17, 11:33 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18d 16h
⏳ 2.0 business days
⏱️
4x Labor Added Mar 18, 2:07 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 3.5, 10
⏳ 3.0 business days
🚗
Status: Tech Off Site by Kwame Cobb Mar 22, 5:50 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 5d 6h
✔️
Status: Completed by Kwame Cobb Mar 22, 5:56 PM
From: Tech Off Site
To: Completed
Duration in Previous: 5m
🏁
Status: Closed by Kwame Cobb Mar 22, 6:05 PM
From: Completed
To: Closed
Duration in Previous: 9m
💵
Status: Billing Review by Hannah Shaw Mar 23, 3:48 AM
From: Closed
To: Billing Review
Duration in Previous: 9h 42m
📄
Status: Ready to Bill by MICHAEL MCNAMARA Mar 23, 12:12 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 8h 23m
⚠️ 7.0 business days
📨
Status: Invoice Pending by Hannah Shaw Mar 31, 10:03 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 21h
⚠️ 5.0 business days
💰
Status: Invoiced by Hannah Shaw Apr 6, 10:11 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6d 0h
🚨 19.0 business days
🧾
Invoice Created Apr 30, 10:54 PM
Invoice Number: SM-257859

Bottlenecks

Awaiting Parts
Duration: 7.3 business days (threshold: 3.0 business days)
Exceeded by 4.3 business days
Scheduled
Duration: 13.2 business days (threshold: 2.0 business days)
Exceeded by 11.2 business days
Tech On Site
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days
Invoice Pending
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00569249
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Repair/PM
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Mar 17, 11:00 AM
Created
Feb 17, 4:29 PM
Invoice #
SM-257859

Work Details (6)

Name Type Status Qty Amount Date
WL-03109003 Parts Open 1 $0.00 Feb 17, 4:30 PM
WL-03109004 Parts Open 1 $0.00 Feb 17, 4:30 PM
WL-03149376 Labor Open 0.5 $0.00 Mar 18, 2:07 PM
WL-03149377 Labor Open 3.5 $541.00 Mar 18, 2:07 PM
WL-03149378 Labor Open 0.5 $0.00 Mar 18, 2:07 PM
WL-03149379 Travel Open 10 $150.00 Mar 18, 2:07 PM

Details