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WO-01283610 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 University of California Davis — 1 Shields Ave, Davis CA, 95616

Jun 23, 2025 → Oct 2, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (20 biz days early)
Active: 71 biz days
🕐 Clock stopped: Completed (Oct 2, 2025)
▶ Clock Running
Status: Created
Jun 23 → Jun 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jun 23 → Jun 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jun 23 → Jun 24, 2025
1 business day (counted)
Running total: 1 of ? biz days used
69d
▶ Clock Running
Status: Scheduled
Jun 24 → Oct 1, 2025
69 business days (counted)
Running total: 70 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 1 → Oct 2, 2025
1 business day (counted)
Running total: 71 of ? biz days used
Created: Jun 23, 2025 Completed: Oct 2, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jun 23 → Jun 23 Created ▶ Running 0 0
Jun 23 → Jun 23 Ready for Scheduling ▶ Running 0 0
Jun 23 → Jun 24 Assigned ▶ Running 1 1
Jun 24 → Oct 1 Scheduled ▶ Running 69 70
Oct 1 → Oct 2 Tech On Site ▶ Running 1 71
Dispatch 0.0d
Coordinators 71.0d
Field Work 2.0d
Billing 13.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
71.0 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
13.5 days
Over SLA
Created: Jun 23, 2025 Due: Oct 31, 2025 Completed: Oct 2, 2025 (29 days early)
📅
71.8 days Total Age
⏱️
69.2d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
82.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00504340
6007620542
Closed
29C SYS-LC-1290 Contract ends 06/12/2025 repair included PM PM only - customer supplies the UV lamp G4212A DEBAF01604 1290 Infinity Diode-Array Detector G4226A DEBAI00385 1290 Infinity Autosampler G4220A DEBAA00530 1290 Infinity Binary Pump G1316C DEBAC03894 1290 Thermostatted Column Compartment
Priority
High
Origin
Web
Reason
New Case
Contact
Jason Hart
Owner
Leona Coonrod
Created
Jun 23, 2025
Work Orders from this Case (1)
WO-01283610 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Jun 23, 2025 • Closed: Oct 2, 2025
Completed with significant delays
Invoiced • 254 days old
🚨
Primary Delay 69.2 days stuck in "Scheduled"
⏱️
Total Delay 82.0 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
1.8d / 0.5d SLA
Scheduled
69.2d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Closed
0.8d / 1.0d SLA
Ready to Bill
13.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

24 June 2025 Larry Alberty

Agilent provided alternate POC. Reached out to location for onsite visit time frame.


24 JUNE 2025 Larry Alberty

Asking Agilent for alternate POC as the current POC is an Agilent project manager and not suitable POC.


Please assign to Larry Alberty ARP to site is 90 miles. Zone 2

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
29C SYS-LC-1290 Contract ends 06/12/2025 repair included PM PM only - customer supplies the UV lamp G4212A DEBAF01604 1290 Infinity Diode-Array Detector G4226A DEBAI00385 1290 Infinity Autosampler G4220A DEBAA00530 1290 Infinity Binary Pump G1316C DEBAC03894 1290 Thermostatted Column Compartment
📄 Description
1290 Infinity Binary Pump
📞 Call Description
OCT 2025 LC PM

Timeline

📞
▶
4 Case Linked Jun 23, 1:36 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01283610
Type: Preventive Maintenance
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
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Jun 24, 6:40 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-10-01T13:00:00.000+0000
🚨 69.7 business days
🔧
Status: Tech On Site by Larry Alberty Oct 1, 9:56 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 98d 15h
⏱️
▶
2 7x Labor Added Oct 2, 9:47 AM
7x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 23h 52m, 0m
📄
Status: Ready to Bill by Hannah Shaw Oct 2, 3:56 PM
From: Closed
To: Ready to Bill
Duration in Previous: 6h 7m
🚨 14.0 business days
📨
▶
2 Status: Invoice Pending Oct 22, 3:27 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 4.0 business days
🧾
Invoice Created Oct 27, 12:21 PM
Invoice Number: SM-244382

Bottlenecks

Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 69.2 business days (threshold: 2.0 business days)
Exceeded by 67.2 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 13.5 business days (threshold: 1.0 business days)
Exceeded by 12.5 business days

🔗 Related Artifacts

📞
Case 00504340
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Oct 1, 9:00 AM
Created
Jun 23, 1:36 PM
Invoice #
SM-244382

Work Details (7)

Name Type Status Qty Amount Date
WL-02957368 Labor Open 2 $0.00 Oct 2, 9:47 AM
WL-02957369 Labor Open 4 $456.00 Oct 2, 9:47 AM
WL-02957370 Labor Open 2 $0.00 Oct 2, 9:47 AM
WL-02957371 Travel Open 90 $359.00 Oct 2, 9:47 AM
WL-02957372 Travel Open 90 $0.00 Oct 2, 9:47 AM
WL-02957373 Parts Open 1 $0.00 Oct 2, 9:47 AM
WL-02957374 Parts Open 1 $0.00 Oct 2, 9:47 AM

Details