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WO-01280570 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

📍 Thermo Fisher Scientific Inc — 6065 Sunol Blvd, Pleasanton CA, 94566

Jun 18, 2025 → Sep 16, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (10 biz days early)
Active: 61 biz days
🕐 Clock stopped: Completed (Sep 16, 2025)
▶ Clock Running
Status: Created
Jun 18 → Jun 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jun 18 → Jun 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jun 18 → Jun 24, 2025
3 business days (counted)
Running total: 3 of ? biz days used
55d
▶ Clock Running
Status: Scheduled
Jun 24 → Sep 11, 2025
55 business days (counted)
Running total: 58 of ? biz days used
▶ Clock Running
Status: Reschedule
Sep 11 → Sep 16, 2025
3 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 16 → Sep 16, 2025
0 business days (counted)
Running total: 61 of ? biz days used
Created: Jun 18, 2025 Completed: Sep 16, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jun 18 → Jun 18 Created ▶ Running 0 0
Jun 18 → Jun 18 Ready for Scheduling ▶ Running 0 0
Jun 18 → Jun 24 Assigned ▶ Running 3 3
Jun 24 → Sep 11 Scheduled ▶ Running 55 58
Sep 11 → Sep 16 Reschedule ▶ Running 3 61
Sep 16 → Sep 16 Tech On Site ▶ Running 0 61
Dispatch 0.0d
Coordinators 62.5d
Field Work 0.9d
Billing 15.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
62.5 days
Over SLA
Field Work
0.9 days
Billing
15.8 days
Over SLA
Created: Jun 18, 2025 Due: Sep 30, 2025 Completed: Sep 16, 2025 (14 days early)
📅
61.6 days Total Age
⏱️
55.2d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
70.9d 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 #00503254
6007803217
Closed
28R SYS-LC-1260-E Contract ends 12/31/2025 repair included PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G1312B DE63058741 1260 Binary Pump G1322A-B JP73068556 1200 Vacuum Degasser G1321A DE60558425 1200 Series Fluorescence Detector G1315D-B DE64260134 1200 Series Diode Array Detector G1316B DE60559682 1200 Series Thermost. Col. Compartm. SL G1367D DE82555392 1200 Series High Performance ALS SL Pl
Priority
High
Origin
Web
Reason
New Case
Contact
Xin Shen
Owner
Leona Coonrod
Created
Jun 18, 2025
Work Orders from this Case (2)
WO-01280567 Invoiced
Preventive Maintenance • Larry Alberty
Created: Jun 18, 2025 • Closed: Sep 15, 2025
WO-01280570 (current) Invoiced
EOQ • Larry Alberty
Created: Jun 18, 2025 • Closed: Sep 16, 2025
Completed with significant delays
Invoiced • 259 days old
🚨
Primary Delay 55.2 days stuck in "Scheduled"
⏱️
Total Delay 70.9 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
3.6d / 0.5d SLA
Scheduled
55.2d / 2.0d SLA
Reschedule
3.6d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
14.5d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11 Sep 2025 Larry Alberty

PM-OQ will be rescheduled until after repair.


24 JUNE 2025 Larry Alberty

Reached out to location again second time with proposed onsite visit time frame.


20 JUNE 2025 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 13 miles. Zone 1

🔧 Work Performed
Completed LC EOQ.
⚠️ Problem Description
28R SYS-LC-1260-E Contract ends 12/31/2025 repair included PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G1312B DE63058741 1260 Binary Pump G1322A-B JP73068556 1200 Vacuum Degasser G1321A DE60558425 1200 Series Fluorescence Detector G1315D-B DE64260134 1200 Series Diode Array Detector G1316B DE60559682 1200 Series Thermost. Col. Compartm. SL G1367D DE82555392 1200 Series High Performance ALS SL Pl
📄 Description
LC 1200 System Enhanced LC Features
📞 Call Description
SEP 2025 LC EOQ

Timeline

📞
▶
4 Case Linked Jun 18, 3:15 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01280570
Type: EOQ
Priority: PC
📅
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: Larry Alberty
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Jun 24, 6:03 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-09-12T12:00:00.000+0000
🚨 55.7 business days
🔄
Status: Reschedule by Larry Alberty Sep 11, 2:51 PM
From: Scheduled
To: Reschedule
Duration in Previous: 78d 20h
⏳ 4.0 business days
🔧
Status: Tech On Site by Larry Alberty Sep 16, 9:44 AM
From: Reschedule
To: Tech On Site
Duration in Previous: 4d 18h
🚗
▶
3 2x Travel Added Sep 16, 3:57 PM
2x Travel Added → 3x Labor Added → Status: Completed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1, 5
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 6h 17m
🏁
Status: Closed by Larry Alberty Sep 16, 4:38 PM
From: Completed
To: Closed
Duration in Previous: 36m
📄
Status: Ready to Bill by Hannah Shaw Sep 17, 3:43 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 5m
🚨 13.0 business days
💵
▶
2 Status: Billing Review Oct 3, 9:49 AM
Status: Billing Review → Status: Billing Review
💵
Status: Billing Review by Hannah Shaw
From: Ready to Bill, Billing Review
To: Billing Review, Ready to Bill
Duration in Previous: 2m, 0m
⏳ 2.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3d 8h
💰
Status: Invoiced by Hannah Shaw Oct 7, 1:54 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 19h 47m
🧾
Invoice Created Oct 7, 3:32 PM
Invoice Number: SM-243053

Bottlenecks

Assigned
Duration: 3.6 business days (threshold: 4.0 business hours)
Exceeded by 3.1 business days
Scheduled
Duration: 55.2 business days (threshold: 2.0 business days)
Exceeded by 53.2 business days
Reschedule
Duration: 3.6 business days (threshold: 2.0 business days)
Exceeded by 1.6 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Ready to Bill
Duration: 12.5 business days (threshold: 1.0 business days)
Exceeded by 11.5 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00503254
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Larry Alberty
Scheduled
N/A
Created
Jun 18, 3:18 PM
Invoice #
SM-243053

Work Details (5)

Name Type Status Qty Amount Date
WL-02937520 Travel Open 20 $180.00 Sep 16, 3:57 PM
WL-02937521 Travel Open 20 $0.00 Sep 16, 3:57 PM
WL-02937527 Labor Open 1 $0.00 Sep 16, 4:00 PM
WL-02937528 Labor Open 5 $912.00 Sep 16, 4:00 PM
WL-02937529 Labor Open 1 $0.00 Sep 16, 4:00 PM

Details