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WO-01352632 ↗ ServiceMax

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

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

Feb 18, 2026 → Apr 26, 2026

🔴 Behind
PSM Last business day of February 2026
Target: Feb 27, 2026
🕐 Clock stopped: Completed (Apr 26)
⏸ 14d excluded (parts wait + holding)
✗ SLA Missed (44d late)
Dispatch 0.0d
Material Management 11.6d
Coordinators 37.2d
Field Work 3.0d
Billing 6.6d
✗ SLA Missed
Dispatch
0.0 days
Material Management
11.6 days
Over SLA
Coordinators
37.2 days
Over SLA
Field Work
3.0 days
Over SLA
Billing
6.6 days
Over SLA
Created: Feb 18, 2026 Due: May 4, 2026 (11 days overdue)
📅
47.6 days Total Age
⏱️
17.7d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
44.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
25 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits (1 reschedule)
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Apr 21, 2026
Visit 2 Apr 22, 2026
Visit 3 Apr 24, 2026
Visit 4 Apr 25, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569575
Scheduled SO: 6007563846, MAR25,VAC-EXTPM-LD,G8601B
Closed
Note 02/18/2026 08:55:47 WIGEORGE ent field pm
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ian MacLeod
Owner
Leona Coonrod
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352632 (current) Invoice Pending
Preventive Maintenance • Kwame Cobb
Created: Feb 18, 2026 • Closed: Apr 26, 2026
Behind Schedule - Needs Attention
Invoice Pending • 85 days old
🚨
Primary Delay 17.7 days stuck in "Scheduled"
⏱️
Total Delay 44.3 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
11.6d / 3.0d SLA
Ready for Scheduling
11.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
21.7d / 2.0d SLA
Reschedule
4.3d / 2.0d SLA
Tech On Site
3.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
3.6d / 2.0d SLA
Ready to Bill
3.0d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/3/26 lcoonrod Parts ETA 4/6/26

Per email from William George Would someone please contact customer for scheduling?

One call does not have parts yet, but two have parts on site. Can we get someone on site as soon as possible, even if we need to return for the third unit.


MAR25,VAC-EXTPM-LD,G8601B WO-01352632


3/31/26 RBerry- Chattered:


3-5 Mburris tech is already set to go to site

3/5/26 lcoonrod

sent another email to confirm delivery. Phone call will not connect.


3/3/26 lcoonrod

sent another email to confirm delivery.


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

EXPTS0620SC EXCHANGE TRISCROLL 620 MODULE LD VERSION


Waybill 888892434079 Delivered Friday, 2/20/26 at 9:33 AM Signed for by: I.Toro

Waybill 888894065860 Delivered Friday, 2/20/26 at 9:33 AM Signed for by: I.Toro



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

EXPTS0620SC EXCHANGE TRISCROLL 620 MODULE LD VERSION

🔧 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 Pump module not functioning needs replacing. 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 Received replacement pump module. Insatlled pump module. Unit is now in service.
🔍 Technician Findings
As found: Unit in workshop.
⚠️ Problem Description
Note 02/18/2026 08:55:47 WIGEORGE ent field pm
📄 Description
VS MD30 Mobile Leak Detector
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Feb 18, 8:58 AM
Case Number: 00569575
Subject: Scheduled SO: 6007563846, MAR25,VAC-EXTPM-LD,G8601B
Status: Closed
📋
▶
3 Work Order Created Feb 18, 2:27 PM
Work Order Created → 5x Parts Added → Status: Awaiting Parts
🔩
5x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🚨 12.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Mar 5, 11:50 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 14d 21h
👷
▶
4 Technician Assigned Mar 5, 1:06 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled → Status: Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 16m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-03-17T15:00:00.000+0000
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 1m
🚨 18.0 business days
🔄
Status: Reschedule by Nicholas Willick Mar 30, 5:15 PM
From: Scheduled
To: Reschedule
Duration in Previous: 25d 3h
⏳ 4.8 business days
📦
Status: Awaiting Parts by Leona Coonrod Apr 3, 8:38 AM
From: Reschedule, Awaiting Parts
To: Awaiting Parts, Ready for Scheduling
Duration in Previous: 3d 15h, 0m
🚨 11.0 business days
🗓️
▶
2 Status: Scheduled Apr 17, 11:05 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-04-22T14:00:00.000+0000
⏳ 3.0 business days
⏱️
8x Labor Added Apr 21, 9:03 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 8.5, 1, 180
🔧
Status: Tech On Site by Kwame Cobb Apr 22, 10:18 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 23h
⏳ 2.0 business days
⏱️
4x Labor Added Apr 23, 10:30 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 7, 10
⏳ 2.0 business days
⏱️
▶
2 2x Labor Added Apr 24, 2:42 PM
2x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
⏱️
2x Labor Added Apr 26, 6:24 PM
Type: Labor
Status: Open
Qty: 7, 0.5
⏱️
▶
2 3x Labor Added Apr 26, 6:29 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Kwame Cobb
From: Tech On Site
To: Completed
Duration in Previous: 4d 8h
🏁
Status: Closed by Kwame Cobb Apr 26, 7:00 PM
From: Completed
To: Closed
Duration in Previous: 27m
💵
Status: Billing Review by Hannah Shaw Apr 27, 2:56 PM
From: Closed
To: Billing Review
Duration in Previous: 19h 56m
⏳ 3.8 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Apr 30, 6:15 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 2d 15h
⏳ 3.0 business days
📨
Status: Invoice Pending by Hannah Shaw May 4, 1:58 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4d 7h

Bottlenecks

Awaiting Parts
Duration: 11.6 business days (threshold: 3.0 business days)
Exceeded by 8.6 business days
Scheduled
Duration: 17.7 business days (threshold: 2.0 business days)
Exceeded by 15.7 business days
Reschedule
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Ready for Scheduling
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Billing Review
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00569575
Closed

ℹ️ Work Order Details

Status
Invoice Pending
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Apr 22, 10:00 AM
Created
Feb 18, 2:27 PM
Invoice #
N/A

Work Details (25)

Name Type Status Qty Amount Date
WL-03110535 Parts Open 1 $0.00 Feb 18, 2:29 PM
WL-03110536 Parts Open 1 $0.00 Feb 18, 2:29 PM
WL-03110537 Parts Open 1 $0.00 Feb 18, 2:29 PM
WL-03110538 Parts Open 1 $0.00 Feb 18, 2:29 PM
WL-03110539 Parts Open 1 $0.00 Feb 18, 2:29 PM
WL-03195265 Labor Open 8.5 $0.00 Apr 21, 9:03 PM
WL-03195266 Expenses Open 1 $708.26 Apr 21, 9:03 PM
WL-03195267 Expenses Open 1 $50.00 Apr 21, 9:03 PM
WL-03195268 Expenses Open 1 $50.00 Apr 21, 9:03 PM
WL-03195269 Expenses Open 1 $50.00 Apr 21, 9:03 PM
WL-03195270 Expenses Open 1 $50.00 Apr 21, 9:03 PM
WL-03195271 Expenses Open 1 $25.00 Apr 21, 9:03 PM
WL-03195272 Travel Open 180 $600.00 Apr 21, 9:03 PM
WL-03197605 Labor Open 0.5 $0.00 Apr 23, 10:30 AM
WL-03197606 Labor Open 7 $578.87 Apr 23, 10:30 AM
WL-03197607 Labor Open 0.5 $0.00 Apr 23, 10:30 AM
WL-03197608 Travel Open 10 $150.00 Apr 23, 10:30 AM
WL-03199906 Labor Open 0.5 $0.00 Apr 24, 2:42 PM
WL-03199907 Travel Open 10 $150.00 Apr 24, 2:42 PM
WL-03199919 Expenses Open 1 $117.00 Apr 24, 2:44 PM
WL-03201551 Labor Open 7 $798.00 Apr 26, 6:24 PM
WL-03201552 Labor Open 0.5 $0.00 Apr 26, 6:24 PM
WL-03201605 Labor Open 8 $0.00 Apr 26, 6:29 PM
WL-03201606 Expenses Open 1 $15.07 Apr 26, 6:29 PM
WL-03201607 Expenses Open 1 $100.00 Apr 26, 6:29 PM

Details