Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01352779 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

📍 University of Texas Southwestern - Medical Center — 2929 N Stemmons Frwy, Dallas TX, 75247

Feb 19, 2026 → Mar 8, 2026

✅ Completed
PC Per client agreement
Target: Feb 20, 2026
🕐 Clock stopped: Completed (Feb 21)
✗ SLA Missed
Dispatch 0.0d
Coordinators 1.9d
Billing 30.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
1.9 days
Over SLA
Billing
30.6 days
Over SLA
Created: Feb 19, 2026 Due: Feb 20, 2026 Completed: Mar 9, 2026 (16 days late)
📅
12.1 days Total Age
⏱️
21.0d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
30.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00570114
6008468050
Closed
28R SYS-GM-77TZ Repair Repeller tip fell off
Priority
High
Origin
Web
Reason
New Case
Contact
Fang Xu
Owner
Leona Coonrod
Created
Feb 19, 2026
Work Orders from this Case (1)
WO-01352779 (current) Invoiced
Repair • Maria Davis
Created: Feb 19, 2026 • Closed: Mar 8, 2026
Completed with significant delays
Invoiced • 84 days old
🚨
Primary Delay 21.0 days stuck in "Ready to Bill"
⏱️
Total Delay 30.0 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
Assigned
1.9d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
Billing Review
8.2d / 2.0d SLA
Ready to Bill
22.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

03/25 SO has been closed in SM since March 09


03/08 Can't put tech onsite and finalizing. I closed the SO again, is all what I could doMD



03/08 got this error while finalizing correction.







03/08 Is not option to consume the part unless you get in the line number after I emailed that I didn't have it




SO was assigned in mservice on 03/03


03/03 UP today is not mservice


2.25.26 hshaw - moved WO to BR, mService not close. TBA $228.00

0221 Up today SO is not in mService. MD


02/21 Part not in SM. 38C



02'17 2nd call of today. Travel, mileage and zone are on WO-01350700. MD


Please assign to Maria Davis ARP to site is 55 miles. Zone 2

🔧 Work Performed
02/17/2026 System was pumped down and the an old repelller was cleaned and installed. MS was pumped down and stabilized for some time. CI tune . Customer will install, customer replace it and tune next time that is cleaned.
🔍 Technician Findings
Part was assigned on 02/19, Agilent opened the SO on 02/17. Service was done on 92/17
⚠️ Problem Description
28R SYS-GM-77TZ Repair Repeller tip fell off
📄 Description
5977A Extr. MSD EI+CI Turbo Pump
📞 Call Description
FEB 2026 GC REPAIR

Timeline

📞
▶
2 Case Linked Feb 19, 11:21 AM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01352779
Type: Repair
Priority: PC
📅
▶
2 Status: Ready for Scheduling Feb 19, 11:26 AM
Status: Ready for Scheduling → Technician Assigned
👷
Technician Assigned by Leona Coonrod
Technician: Maria Davis
⏳ 2.0 business days
⏱️
Labor Added Feb 21, 3:08 PM
Type: Labor
Status: Open
Qty: 2
✔️
▶
2 Status: Completed Feb 21, 3:40 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Maria Davis
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 3.0 business days
🔩
▶
2 Parts Added Feb 25, 8:11 AM
Parts Added → Status: Billing Review
💵
Status: Billing Review by Hannah Shaw
From: Closed
To: Billing Review
Duration in Previous: 3d 16h
⚠️ 8.0 business days
🏁
Status: Closed by Maria Davis Mar 8, 9:18 PM
From: Billing Review
To: Closed
Duration in Previous: 11d 12h
📄
Status: Ready to Bill by Hannah Shaw Mar 9, 9:25 AM
From: Closed
To: Ready to Bill
Duration in Previous: 12h 6m
🚨 21.0 business days
💵
▶
2 Status: Billing Review Apr 6, 4:58 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 19h 37m
💰
Status: Invoiced by Hannah Shaw Apr 7, 12:56 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 20m
🧾
Invoice Created Apr 7, 5:31 PM
Invoice Number: SM-258564

Bottlenecks

Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Billing Review
Duration: 8.2 business days (threshold: 2.0 business days)
Exceeded by 6.2 business days
Ready to Bill
Duration: 21.0 business days (threshold: 1.0 business days)
Exceeded by 20.0 business days
Ready to Bill
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours

🔗 Related Artifacts

📞
Case 00570114
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Maria Davis
Scheduled
N/A
Created
Feb 19, 11:26 AM
Invoice #
SM-258564

Work Details (2)

Name Type Status Qty Amount Date
WL-03115250 Labor Open 2 $242.00 Feb 21, 3:08 PM
WL-03119048 Parts Open 1 $0.00 Feb 25, 8:11 AM

Details