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WO-01353019 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

📍 DPT LABORATORIES — 3300 RESEARCH PLAZA, San Antonio TX, 78235

Feb 20, 2026 → Feb 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 23, 2026
✗ SLA Missed (1 biz days late)
Active: 2 biz days
🕐 Clock stopped: Completed (Feb 24, 2026)
▶ Clock Running
Status: Created
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Assigned
Feb 20 → Feb 21, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Feb 21 → Feb 23, 2026
1 business day (counted)
Running total: 1 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Feb 23 → Feb 24, 2026
1 business day (counted)
Running total: 2 of ? biz days used
Created: Feb 20, 2026 Completed: Feb 24, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 20 → Feb 20 Created ▶ Running 0 0
Feb 20 → Feb 20 Ready for Scheduling ▶ Running 0 0
Feb 20 → Feb 21 Assigned ▶ Running 0 0
Feb 21 → Feb 23 Scheduled ▶ Running 1 1
Feb 23 → Feb 24 Tech On Site ▶ Running 1 2
Dispatch 0.0d
Coordinators 2.0d
Field Work 1.1d
Billing 9.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
2.0 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
9.2 days
Over SLA
Created: Feb 20, 2026 Due: Feb 23, 2026 Completed: Feb 24, 2026 (on time)
📅
2.1 days Total Age
⏱️
9.2d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
9.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00570487
6008473610
Closed
38V SYS-LC-1260II Repair Broken sample loop
Priority
High
Origin
Web
Reason
New Case
Contact
Eric Shields
Owner
Leona Coonrod
Created
Feb 20, 2026
Work Orders from this Case (1)
WO-01353019 (current) Invoiced
Repair • Jose Gutierrez
Created: Feb 20, 2026 • Closed: Feb 23, 2026
Completed with minor delays
Invoiced • 174 days old
🚨
Primary Delay 9.2 days stuck in "Ready to Bill"
⏱️
Total Delay 9.8 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
1.0d / 0.5d SLA
Scheduled
1.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
9.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TRAVEL ON WO-01327368

Please assign to Jose Gutierrez ARP to site is 20 miles. Zone 1

🔧 Work Performed
During PM, accidentally broken the sample loop clip. Installed new sample loop. During OQ, saw excessive baseline drift. After lengthy troubleshooting, found the detector flow cell to be the issue. Replaced flow cell.
⚠️ Problem Description
38V SYS-LC-1260II Repair Broken sample loop
📄 Description
1260 Infinity II Multisampler
📞 Call Description
FEB 2026 LC REPAIR

Timeline

📞
Case Linked Feb 20, 10:31 AM
Case Number: 00570487
Subject: 6008473610
Status: Closed
📋
▶
3 Work Order Created Feb 20, 10:47 AM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered, Ready for Scheduling
To: Ready for Scheduling, Assigned
Duration in Previous: 0m
👷
Technician Assigned by Leona Coonrod
Technician: Jose Gutierrez
🗓️
▶
3 Status: Scheduled Feb 20, 11:21 PM
Status: Scheduled → Dispatch Scheduled → Labor Added
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-02-20T15:00:00.000+0000
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
⏳ 1.1 business days
🔧
Status: Tech On Site by Jose Gutierrez Feb 23, 10:44 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 11h
🔩
4x Parts Added Feb 23, 12:43 PM
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Jose Gutierrez Feb 23, 7:51 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 6m, 0m
⏳ 2.5 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 25, 8:26 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 12h
⚠️ 9.0 business days
📨
▶
3 Status: Invoice Pending Mar 9, 9:34 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-256046

Bottlenecks

Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 9.2 business days (threshold: 1.0 business days)
Exceeded by 8.2 business days

🔗 Related Artifacts

📞
Case 00570487
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Feb 20, 10:00 AM
Created
Feb 20, 10:47 AM
Invoice #
SM-256046

Work Details (5)

Name Type Status Qty Amount Date
WL-03114972 Labor Open 1 $114.00 Feb 20, 11:23 PM
WL-03116176 Parts Open 1 $0.00 Feb 23, 12:43 PM
WL-03116177 Parts Open 1 $0.00 Feb 23, 12:43 PM
WL-03116178 Parts Open 1 $0.00 Feb 23, 12:43 PM
WL-03116179 Parts Open 1 $0.00 Feb 23, 12:43 PM

Details