Last business day of July 2025 · Target: Jul 31, 2025
✗ SLA Missed (30 biz days late)
Active: 47 biz days
🕐 Clock stopped: Completed (Sep 15, 2025)
▶ Clock Running
Status: Created
Jul 9 → Jul 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
47d
▶ Clock Running
Status: Assigned
Jul 9 → Sep 15, 2025
47 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 47 of ? biz days used
Created: Jul 9, 2025Completed: Sep 15, 2025
Show SLA Clock Detail (3 periods)
Period
Status
Clock
Biz Days
Running Total
Jul 9 → Jul 9
Created
▶ Running
0
0
Jul 9 → Sep 15
Assigned
▶ Running
47
47
Sep 15 → Sep 15
Tech On Site
▶ Running
0
47
Dispatch0.0d
Coordinators48.0d
Field Work0.2d
Billing2.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
48.0 days
Over SLA
Field Work
0.2 days
Billing
2.0 days
Over SLA
Created: Jul 9, 2025
Due: Aug 9, 2025
Completed: Sep 15, 2025 (36 days late)
📅
48.0 daysTotal Age
⏱️
48.0d in AssignedLongest Stage
🔄
7 transitionsStatus Changes
⚠️
52.2d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
6 linesWork Details
🏠
1 visitOn-Site Trips
📋
CoordinatorScheduling
AI Analysis
Powered by OpenAI
Generating AI analysis...
Completed with significant delays
Invoiced • 238 days old
🚨
Primary Delay48.0 days stuck in "Assigned"
⏱️
Total Delay52.2 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
48.0d / 0.5d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
4.7d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔧Work Performed
9/15/2025 Tried numerous times to repair spec-tube. Swapped out spec-tube w/ exchange unit.
Replaced New ion source board, mother PCB, Pre-amp board, 4 sets of filaments, finally Charles installed rebuilt exchange spec-tube assembly. The unit stayed solid in -10 range. Unit leak check ok chart record MDL/Helium Stability. Shut off unit, ship it back to customer. 9/15/2025
🔍Technician Findings
Spectrometer problem:
⚠️Problem Description
Approval Note
07.07.2025 15:10:40 PIERCEB
Brian Mess
____________________
Note
07.07.2025 15:03:04 WF-BATCH
Agent: PIERCEB Timestamp: 2025-07-07 14:02:58
Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004262.
Salesperson - Jim Primm; james.primm@agilent.com; Mobile: 516-375-4864.
Re-repair from SO# 6007800197 & 600781897. Customer claims that when they calibrate (1x10^(−10)) afterwards the background starts rising over the day. Please verify problem before repairing. Then once repair completed please operate for a day or two to verify that problems has been resolved.
📄Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞Call Description
VPD Bench Repair Warranty
Timeline
📋
▶
3
Work Order Created Jul 9, 9:20 AM
Work Order Created → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kim Pearson
Technician:Minh Huynh
👷
Status: Assigned by Kim Pearson
From:Entered
To:Assigned
Duration in Previous:0m
🚨48.0 business days
⏱️
Labor Added Sep 15, 1:06 PM
Type:Labor
Status:Open
Qty:4
🔧
Status: Tech On Site by Charles SellonSep 15, 1:12 PM
From:Assigned
To:Tech On Site
Duration in Previous:68d 3h
🔩
5x Parts Added Sep 15, 2:11 PM
Type:Parts
Status:Open
Qty:4, 1
✔️
▶
2
Status: Completed Sep 15, 2:22 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Minh Huynh
From:Completed
To:Closed
Duration in Previous:4m
⚠️5.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARASep 21, 9:58 AM
From:Closed
To:Ready to Bill
Duration in Previous:5d 19h
⏳2.0 business days
📨
▶
2
Status: Invoice Pending Sep 23, 3:38 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From:Invoice Pending
To:Invoiced
Duration in Previous:2m
🧾
Invoice Created Sep 24, 10:38 AM
Invoice Number:SM-241826
Bottlenecks
Assigned
Duration: 48.0 business days (threshold: 4.0 business hours)
Exceeded by 47.5 business days
Closed
Duration: 4.7 business days (threshold: 1.0 business days)
Exceeded by 3.7 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)