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WO-01352607 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Preventive Maintenance • PSM

📍 Vacuum Process Engineering Inc — 150 Commerce Cir, Sacramento CA, 95815

Feb 18, 2026 → Mar 15, 2026

✅ Completed
PSM Last business day of February 2026
Target: Feb 27, 2026
🕐 Clock stopped: Completed (Mar 16)
⏸ 5d excluded (parts wait + holding)
✗ SLA Missed (11d late)
Dispatch 0.0d
Material Management 3.7d
Coordinators 13.2d
Field Work 4.1d
Billing 12.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.7 days
Over SLA
Coordinators
13.2 days
Over SLA
Field Work
4.1 days
Over SLA
Billing
12.8 days
Over SLA
Created: Feb 18, 2026 Due: Mar 23, 2026 Completed: Mar 16, 2026 (7 days early)
📅
17.8 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
15 transitions Status Changes
⚠️
19.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
28 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 9, 2026
Visit 2 Mar 10, 2026
Visit 3 Mar 11, 2026
Visit 4 Mar 14, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569548
6008468832
Closed
Parts Prediction 02/09/2026 14:51:14 WF-BATCH Agent: PIERCEB Timestamp: 2026-02-09 13:51:03 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP X3815-67000 G8610-67210 ____________________ Note 02/09/2026 14:51:13 WF-BATCH Agent: PIERCEB Timestamp: 2026-02-09 13:51:03 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760. passes calibration, electrometer behind Ion source capacitator fell off
Priority
Standard
Origin
Email
Reason
New Case
Contact
JoAnn Trupek
Owner
Leona Coonrod
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352607 (current) Invoiced
Preventive Maintenance • Kwame Cobb
Created: Feb 18, 2026 • Closed: Mar 15, 2026
Completed with significant delays
Invoiced • 85 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 19.4 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
3.7d / 3.0d SLA
Ready for Scheduling
3.4d / 1.0d SLA
Assigned
4.3d / 0.5d SLA
Scheduled
5.5d / 2.0d SLA
Tech On Site
4.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.8d / 1.0d SLA
WO Correction Needed
2.0d
Billing Review
4.0d / 2.0d SLA
Ready to Bill
4.8d / 1.0d SLA
Invoice Pending
2.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3-4 Mburris call from POC JoAnn to set appt for 3-10 7am on 3 WO's/

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

2-26 Mburris spoke with Ian and set 3-10 7am

2-26 Mburris called LM on Vmail 

2-26 Mburris email sent looking 3-10


2/26/26 lcoonrod

Per email from William/Agilent, please reach out to location to schedule all three calls.


2/23/26 lcoonrod

Yes, we have received all these parts.

JoAnn Trupek


2/20/26 lcoonrod

670029096 CLEANING KIT FOR VACUUM + SPEC TUBE

VSFLDHIS HOT ION SOURCE KIT

VSFLDCL VS SERIES CALIBRATED LEAK REPLACEMENT

VSFLDOV VS SERIES, VALVE BLOCK O-RING KIT

VSFLDDP Diaphragm Pump Maintenance Kit

X3815-67000 IDP-15 Tip Seal Replacement Kit

G8610-67210 HLD Ion Source PCB - Tested


Waybill 888885049620 Delivered Friday, 2/20/26 at 10:18 AM Signed for by: A.Henry

Waybill 888881218209 Delivered Thursday, 2/19/26 at 9:58 AM Signed for by: A.Henry




2/18/26 lcoonrod Parts have not shipped yet

670029096 CLEANING KIT FOR VACUUM + SPEC TUBE

VSFLDHIS HOT ION SOURCE KIT

VSFLDCL VS SERIES CALIBRATED LEAK REPLACEMENT

VSFLDOV VS SERIES, VALVE BLOCK O-RING KIT

VSFLDDP Diaphragm Pump Maintenance Kit

X3815-67000 IDP-15 Tip Seal Replacement Kit

G8610-67210 HLD Ion Source PCB - Tested

🔧 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 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 While working on PM, I discovered that the antenna on the spec-tube was damaged. Contacted Agilent and replacement spec-tube was shipped the next day and the repair and PM were completed. Spec-Tube returned FedEx Tracking: 263066201527132
🔍 Technician Findings
AS found: Unit in workshop.
⚠️ Problem Description
Parts Prediction 02/09/2026 14:51:14 WF-BATCH Agent: PIERCEB Timestamp: 2026-02-09 13:51:03 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP X3815-67000 G8610-67210 ____________________ Note 02/09/2026 14:51:13 WF-BATCH Agent: PIERCEB Timestamp: 2026-02-09 13:51:03 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760. passes calibration, electrometer behind Ion source capacitator fell off
📄 Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Feb 18, 7:47 AM
Case Number: 00569548
Subject: 6008468832
Status: Closed
📋
▶
3 Work Order Created Feb 18, 1:31 PM
Work Order Created → 7x Parts Added → Status: Tech - Parts On Order
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Tech - Parts On Order by Leona Coonrod
From: Entered, Tech - Parts On Order
To: Tech - Parts On Order, Awaiting Parts
Duration in Previous: 3m, 0m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 23, 4:08 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 2h
⏳ 4.0 business days
👷
▶
2 Technician Assigned Feb 26, 12:33 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 20h
🗓️
▶
2 Status: Scheduled Feb 26, 1:12 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-03-10T15:00:00.000+0000
🆕
▶
2 Status: Entered Feb 26, 5:29 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
⏳ 4.8 business days
📅
▶
2 Dispatch Scheduled Mar 4, 9:48 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 5d 16h
⏳ 3.0 business days
💵
3x Expenses Added Mar 6, 1:27 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
💵
Expenses Added Mar 8, 10:18 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Kwame Cobb Mar 10, 11:24 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 0h
⏳ 2.0 business days
⏱️
10x Labor Added Mar 11, 12:03 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 0.5, 8, 7, 1, 400, 10
⏳ 2.0 business days
⏱️
Labor Added Mar 12, 12:35 PM
Type: Labor
Status: Open
Qty: 3.5
💵
Expenses Added Mar 12, 3:44 PM
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Mar 13, 2:16 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
💵
▶
3 2x Expenses Added Mar 15, 8:56 PM
2x Expenses Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 8
✔️
Status: Completed by Kwame Cobb
From: Tech On Site
To: Completed
Duration in Previous: 5d 9h
🏁
Status: Closed by Kwame Cobb Mar 15, 9:06 PM
From: Completed
To: Closed
Duration in Previous: 5m
✏️
Status: WO Correction Needed by MICHAEL MCNAMARA Mar 16, 6:21 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 9h 14m
⏳ 2.0 business days
🏁
Status: Closed by Kwame Cobb Mar 17, 1:56 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 1d 7h
💵
Status: Billing Review by Hannah Shaw Mar 18, 6:15 AM
From: Closed
To: Billing Review
Duration in Previous: 16h 18m
⏳ 4.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Mar 23, 1:15 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 5d 7h
⚠️ 5.0 business days
📨
Status: Invoice Pending by Hannah Shaw Mar 27, 11:23 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3d 22h
⏳ 2.0 business days
🧾
▶
2 Invoice Created Mar 30, 1:11 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3d 1h

Bottlenecks

Awaiting Parts
Duration: 3.7 business days (threshold: 3.0 business days)
Exceeded by 5.4 business hours
Ready for Scheduling
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days
Assigned
Duration: 4.2 business days (threshold: 4.0 business hours)
Exceeded by 3.7 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 4.1 business days (threshold: 1.0 business days)
Exceeded by 3.1 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.1 business hours
Billing Review
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 4.8 business days (threshold: 1.0 business days)
Exceeded by 3.8 business days

🔗 Related Artifacts

📞
Case 00569548
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Mar 10, 10:00 AM
Created
Feb 18, 1:31 PM
Invoice #
SM-257680

Work Details (28)

Name Type Status Qty Amount Date
WL-03110446 Parts Open 1 $0.00 Feb 18, 1:35 PM
WL-03110447 Parts Open 1 $0.00 Feb 18, 1:35 PM
WL-03110448 Parts Open 1 $0.00 Feb 18, 1:35 PM
WL-03110445 Parts Open 1 $0.00 Feb 18, 1:35 PM
WL-03110449 Parts Open 1 $0.00 Feb 18, 1:35 PM
WL-03110450 Parts Open 1 $0.00 Feb 18, 1:35 PM
WL-03110451 Parts Open 1 $0.00 Feb 18, 1:35 PM
WL-03133561 Expenses Open 1 $550.17 Mar 6, 1:27 PM
WL-03133562 Expenses Open 1 $300.36 Mar 6, 1:27 PM
WL-03133563 Expenses Open 1 $775.50 Mar 6, 1:27 PM
WL-03135322 Expenses Open 1 $171.99 Mar 8, 10:18 PM
WL-03139117 Labor Open 0.5 $0.00 Mar 11, 12:03 PM
WL-03139114 Labor Open 8 $0.00 Mar 11, 12:03 PM
WL-03139115 Labor Open 0.5 $0.00 Mar 11, 12:03 PM
WL-03139116 Labor Open 7 $541.00 Mar 11, 12:03 PM
WL-03139118 Expenses Open 1 $50.00 Mar 11, 12:03 PM
WL-03139119 Expenses Open 1 $50.00 Mar 11, 12:03 PM
WL-03139120 Expenses Open 1 $50.00 Mar 11, 12:03 PM
WL-03139121 Expenses Open 1 $50.00 Mar 11, 12:03 PM
WL-03139123 Travel Open 400 $800.00 Mar 11, 12:03 PM
WL-03139124 Travel Open 10 $150.00 Mar 11, 12:03 PM
WL-03141346 Labor Open 3.5 $315.00 Mar 12, 12:35 PM
WL-03141695 Expenses Open 1 $178.87 Mar 12, 3:44 PM
WL-03143476 Expenses Open 1 $25.00 Mar 13, 2:16 PM
WL-03143475 Expenses Open 1 $50.00 Mar 13, 2:16 PM
WL-03144997 Expenses Open 1 $56.01 Mar 15, 8:56 PM
WL-03144998 Expenses Open 1 $30.00 Mar 15, 8:56 PM
WL-03144999 Labor Open 8 $0.00 Mar 15, 9:00 PM

Details