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WO-01352581 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Overhaul • PSM

📍 ACME Cryogenics — 5222 Ball Ground Hwy, Ball Ground GA, 30107

Feb 18, 2026 → Mar 2, 2026

✅ Completed
PSM Last business day of February 2026
Target: Feb 27, 2026
🕐 Clock stopped: Completed (Mar 3)
⏸ 1d excluded (parts wait + holding)
✗ SLA Missed (2d late)
Dispatch 0.0d
Material Management 2.5d
Coordinators 8.7d
Field Work 0.1d
Billing 9.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.5 days
Coordinators
8.7 days
Over SLA
Field Work
0.1 days
Billing
9.0 days
Over SLA
Created: Feb 18, 2026 Due: Feb 25, 2026 Completed: Mar 3, 2026 (5 days late)
📅
9.5 days Total Age
⏱️
6.1d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
11.5d 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 #00569375
Service Order: 6008467301, FieldOverhaul
Closed
Note 02/17/2026 16:57:59 ROKHATTR [02-17-2026 ATI RM TEAM Roshan Khattry] Part # EX8699367 Qty 1 is on Backorder in 2810. Part is in transit from 4100 Plant to 2810 with an ETA of 02/25/2026 under PO # 2400004269 with AWB # BE26911 . Once stock is received at 2810 shipment will be made. ____________________ Note 02/17/2026 15:10:17 WIGEORGE turbo failed following pm ____________________ Note 02/12/2026 15:09:16 PIERCEB Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236 Salesperson - Mike Wyant; mike.wyant@agilent.com; Mobile: 919-753-8802 This was first pm'd under Service Order: 6008349510. Shortly after that customer claimed filaments were defective, therefore the gratis Service Order: 6008439586 was opened. 2/12/26 - Tech onsite noticed that the Turbo pump failed with 6000 rpm reading. Now this new quote's price is the cost of the field overhaul minus the original pm cost ($4739-$2755=$1984). ____________________ Parts Prediction 01/06/2026 12:28:10 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-06 12:28:02 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 ____________________ Note 01/06/2026 12:28:09 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-06 12:28:02 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 field pm
Priority
Standard
Origin
Email
Reason
New Case
Contact
Allen Bedenbaugh
Owner
Leona Coonrod
Created
Feb 17, 2026
Work Orders from this Case (1)
WO-01352581 (current) Invoiced
Overhaul • Rozier Cole
Created: Feb 18, 2026 • Closed: Mar 2, 2026
Completed with significant delays
Invoiced • 85 days old
🚨
Primary Delay 6.1 days stuck in "Scheduled"
⏱️
Total Delay 11.5 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
2.5d / 3.0d SLA
Ready for Scheduling
1.2d / 1.0d SLA
Assigned
1.4d / 0.5d SLA
Scheduled
6.1d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Billing Review
1.0d / 2.0d SLA
Ready to Bill
3.8d / 1.0d SLA
Invoice Pending
4.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2/23 MOwens Sent email to Allen to let him know the first available for any VPD tech is 3/2. He replied back to go ahead and have Rozier go back onsite on 3/2.

2/23/26 AJinerson - ASC sent message in ASC chat to see who may have VPD tech available to cover this. Customer requesting service asap.


2/20/26 lcoonrod

We just received part# EX8699367 Exchange Turbo

Allen Bedenbaugh


2/20/26 lcoonrod

EX8699367 EXCHANGE TURBO-V70LP FOR VS LEAK DETE

VSFLDOV VS SERIES, VALVE BLOCK O-RING KIT


Waybill 888928637620 Delivered Friday, 2/20/26 at 11:19 AM Signed for by: S.Adams

Waybill 888861253253 Delivered Wednesday, 2/18/26 at 12:19 PM Signed for by: S.Adams



2/19/26 lcoonrod send email to confirm parts are on site.

Location now advising that they still need one part. Putting back in awaiting parts.

2/18 MOwens Replied back to the email from Allen offering 2/24 as the first open date to schedule the visit.

2/18/26 lcoonrod

Per email forwarded by Melissa Owens:

We have received the parts we need to complete the service on our Mass-spec. If you could expedite this service call it would be very helpful.

Allen Bedenbaugh

 

2/18/26 lcoonrod one part not shipped yet EX8699367 EXCHANGE TURBO-V70LP FOR VS LEAK DET VSFLDOV VS SERIES, VALVE BLOCK O-RING KIT shipped on way bill 888861253253

🔧 Work Performed
OVERHAULED UNIT - SWAPPED TURBO PUMP - REPLACED GASKETS - LEAK DOWN TESTED - CALIBRATED - VERIFIED W CX
🔍 Technician Findings
FOUND UNIT NEEDING OVERHAUL - TURBO PUMP CEASED
⚠️ Problem Description
Note 02/17/2026 16:57:59 ROKHATTR [02-17-2026 ATI RM TEAM Roshan Khattry] Part # EX8699367 Qty 1 is on Backorder in 2810. Part is in transit from 4100 Plant to 2810 with an ETA of 02/25/2026 under PO # 2400004269 with AWB # BE26911 . Once stock is received at 2810 shipment will be made. ____________________ Note 02/17/2026 15:10:17 WIGEORGE turbo failed following pm ____________________ Note 02/12/2026 15:09:16 PIERCEB Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236 Salesperson - Mike Wyant; mike.wyant@agilent.com; Mobile: 919-753-8802 This was first pm'd under Service Order: 6008349510. Shortly after that customer claimed filaments were defective, therefore the gratis Service Order: 6008439586 was opened. 2/12/26 - Tech onsite noticed that the Turbo pump failed with 6000 rpm reading. Now this new quote's price is the cost of the field overhaul minus the original pm cost ($4739-$2755=$1984). ____________________ Parts Prediction 01/06/2026 12:28:10 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-06 12:28:02 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 ____________________ Note 01/06/2026 12:28:09 WF-BATCH Agent: WIGEORGE Timestamp: 2026-01-06 12:28:02 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 field pm
📄 Description
Wet, Helium LD MR15
📞 Call Description
VPD Field Overhaul Trade

Timeline

📞
Case Linked Feb 17, 3:11 PM
Case Number: 00569375
Subject: Service Order: 6008467301, FieldOverhaul
Status: Closed
📋
▶
3 Work Order Created Feb 18, 11:16 AM
Work Order Created → 2x Parts Added → Status: Awaiting Parts
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 4m
📅
Status: Ready for Scheduling by Leona Coonrod Feb 18, 3:42 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 4h 21m
👷
▶
2 Technician Assigned Feb 18, 3:57 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15m
📦
Status: Awaiting Parts by Leona Coonrod Feb 19, 8:54 AM
From: Assigned
To: Awaiting Parts
Duration in Previous: 16h 57m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 20, 5:26 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 8h
⏳ 1.8 business days
🗓️
▶
2 Status: Scheduled Feb 23, 2:39 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2026-03-02T16:30:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Rozier Cole Mar 2, 11:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 8h
⏱️
▶
2 5x Labor Added Mar 2, 11:26 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Rozier Cole
From: Tech On Site
To: Completed
Duration in Previous: 23m
🏁
Status: Closed by Rozier Cole Mar 2, 11:36 PM
From: Completed
To: Closed
Duration in Previous: 6m
⏳ 2.0 business days
💵
Status: Billing Review by Hannah Shaw Mar 4, 9:43 PM
From: Closed
To: Billing Review
Duration in Previous: 1d 22h
📄
Status: Ready to Bill by MICHAEL MCNAMARA Mar 5, 7:25 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 9h 41m
⏳ 3.2 business days
📨
Status: Invoice Pending by Hannah Shaw Mar 10, 2:22 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4d 17h
⏳ 4.0 business days
💰
▶
2 Status: Invoiced Mar 15, 9:34 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-256053

Bottlenecks

Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.0 business hours
Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours
Scheduled
Duration: 6.1 business days (threshold: 2.0 business days)
Exceeded by 4.1 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 3.8 business days (threshold: 1.0 business days)
Exceeded by 2.8 business days
Invoice Pending
Duration: 4.2 business days (threshold: 2.0 business days)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00569375
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Overhaul
Branch
ERLA - PROD
Technician
Rozier Cole
Scheduled
Mar 2, 11:30 AM
Created
Feb 18, 11:16 AM
Invoice #
SM-256053

Work Details (7)

Name Type Status Qty Amount Date
WL-03110188 Parts Open 1 $0.00 Feb 18, 11:20 AM
WL-03110189 Parts Open 1 $0.00 Feb 18, 11:20 AM
WL-03127389 Labor Open 4.5 $0.00 Mar 2, 11:26 PM
WL-03127390 Labor Open 5 $920.00 Mar 2, 11:26 PM
WL-03127391 Labor Open 4.5 $0.00 Mar 2, 11:26 PM
WL-03127392 Expenses Open 1 $50.00 Mar 2, 11:26 PM
WL-03127393 Travel Open 269 $800.00 Mar 2, 11:26 PM

Details