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WO-01352623 ↗ 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 3.6d
Holding 1.9d (excluded)
Coordinators 15.2d
Field Work 2.1d
Billing 11.4d
✗ SLA Missed
Dispatch
0.0 days
Material Management
3.6 days
Over SLA
Holding (excluded from total)
1.9 days
Coordinators
15.2 days
Over SLA
Field Work
2.1 days
Over SLA
Billing
11.4 days
Over SLA
Created: Feb 18, 2026 Due: Mar 23, 2026 Completed: Mar 16, 2026 (7 days early)
📅
17.8 days Total Age
⏱️
9.0d in Ready to Bill Longest Stage
🔄
14 transitions Status Changes
⚠️
20.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 12, 2026
Visit 2 Mar 13, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569551
6008468058
Closed
Parts Prediction 02/09/2026 14:47:44 WF-BATCH Agent: PIERCEB Timestamp: 2026-02-09 13:47:36 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP X3815-67000 ____________________ Note 02/09/2026 14:47:43 WF-BATCH Agent: PIERCEB Timestamp: 2026-02-09 13:47:36 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, not getting to zero
Priority
Standard
Origin
Email
Reason
New Case
Contact
JoAnn Trupek
Owner
Leona Coonrod
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352623 (current) Invoiced
Preventive Maintenance • Kwame Cobb
Created: Feb 18, 2026 • Closed: Mar 15, 2026
Completed with significant delays
Invoiced • 85 days old
🚨
Primary Delay 9.0 days stuck in "Ready to Bill"
⏱️
Total Delay 20.7 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
3.6d / 3.0d SLA
Ready for Scheduling
3.3d / 1.0d SLA
Assigned
4.3d / 0.5d SLA
Scheduled
7.5d / 2.0d SLA
Tech On Site
2.1d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
0.4d / 2.0d SLA
On Hold
1.9d
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
2.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3/13/26 lcoonrod

per email from William, added part VSFLDPS to SO.

part shipped and delivered today on waybill 889570228910

Delivered Friday, 3/13/26 at 10:23 AM Signed for by: A.Henry


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 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 Waybill 888880799758


Waybill 888885599559 Delivered Friday, 2/20/26 at 10:18 AM Signed for by: A.Henry

Waybill 888880799758 Delivered Thursday, 2/19/26 at 9:58 AM Signed for by: A.Henry



2/18/26 lcoonrod 1 part has not shipped

670029096 CLEANING KIT FOR VACUUM + SPEC TUBE - Part has not shipped

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 Waybill 888880799758

🔧 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 seals 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. During PM power supply malfuntioned, not getting any voltage to unit. Contacted Agilent service to order replacement. Replacement power supply shipping overnight to customer for repair tomorrow.
🔍 Technician Findings
As found: Unit in workshop.
⚠️ Problem Description
Parts Prediction 02/09/2026 14:47:44 WF-BATCH Agent: PIERCEB Timestamp: 2026-02-09 13:47:36 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP X3815-67000 ____________________ Note 02/09/2026 14:47:43 WF-BATCH Agent: PIERCEB Timestamp: 2026-02-09 13:47:36 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, not getting to zero
📄 Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Feb 18, 7:52 AM
Case Number: 00569551
Subject: 6008468058
Status: Closed
📋
▶
3 Work Order Created Feb 18, 1:54 PM
Work Order Created → 6x Parts Added → Status: Awaiting Parts
🔩
6x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Feb 23, 4:12 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 2h
⏳ 4.0 business days
👷
▶
2 Technician Assigned Feb 26, 12:34 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, 5:28 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
⏳ 4.8 business days
📅
▶
2 Dispatch Scheduled Mar 4, 9:49 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 5d 16h
⚠️ 7.0 business days
🔧
Status: Tech On Site by Kwame Cobb Mar 12, 11:10 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 0h
⏱️
2x Labor Added Mar 12, 1:53 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 10
⏱️
4x Labor Added Mar 13, 12:23 PM
Type: Labor, Travel
Status: Open
Qty: 7, 0.5, 10
🔩
Parts Added Mar 13, 1:32 PM
Type: Parts
Status: Open
Qty: 1
⏳ 1.0 business days
⏱️
▶
2 2x Labor Added Mar 15, 8:31 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Kwame Cobb
From: Tech On Site
To: Completed
Duration in Previous: 3d 9h
🏁
Status: Closed by Kwame Cobb Mar 15, 9:06 PM
From: Completed
To: Closed
Duration in Previous: 32m
💵
Status: Billing Review by Hannah Shaw Mar 16, 9:07 AM
From: Closed
To: Billing Review
Duration in Previous: 12h 0m
⏸️
Status: On Hold by MICHAEL MCNAMARA Mar 16, 12:26 PM
From: Billing Review
To: On Hold
Duration in Previous: 3h 19m
📄
Status: Ready to Bill by MICHAEL MCNAMARA Mar 17, 7:39 AM
From: On Hold
To: Ready to Bill
Duration in Previous: 19h 12m
⚠️ 9.0 business days
📨
Status: Invoice Pending by Hannah Shaw Mar 27, 11:23 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 10d 3h
⏳ 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: 3.6 business days (threshold: 3.0 business days)
Exceeded by 5.0 business hours
Ready for Scheduling
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Assigned
Duration: 4.2 business days (threshold: 4.0 business hours)
Exceeded by 3.7 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Tech On Site
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00569551
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
N/A
Created
Feb 18, 1:54 PM
Invoice #
SM-257680

Work Details (15)

Name Type Status Qty Amount Date
WL-03110487 Parts Open 1 $0.00 Feb 18, 1:57 PM
WL-03110488 Parts Open 1 $0.00 Feb 18, 1:57 PM
WL-03110489 Parts Open 1 $0.00 Feb 18, 1:57 PM
WL-03110490 Parts Open 1 $0.00 Feb 18, 1:57 PM
WL-03110491 Parts Open 1 $0.00 Feb 18, 1:57 PM
WL-03110492 Parts Open 1 $0.00 Feb 18, 1:57 PM
WL-03141555 Labor Open 0.5 $0.00 Mar 12, 1:53 PM
WL-03141556 Travel Open 10 $150.00 Mar 12, 1:53 PM
WL-03143329 Labor Open 7 $541.00 Mar 13, 12:23 PM
WL-03143330 Labor Open 0.5 $0.00 Mar 13, 12:23 PM
WL-03143331 Labor Open 0.5 $0.00 Mar 13, 12:23 PM
WL-03143332 Travel Open 10 $150.00 Mar 13, 12:23 PM
WL-03143444 Parts Open 1 $0.00 Mar 13, 1:32 PM
WL-03144989 Labor Open 7 $630.00 Mar 15, 8:31 PM
WL-03144990 Labor Open 0.5 $0.00 Mar 15, 8:31 PM

Details