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WO-01292172 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EIQ • PC

📍 Cerilliant Corp — 811 Paloma Dr Ste A, Round Rock TX, 78665

Jul 15, 2025 → Sep 10, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jul 31, 2025
✗ SLA Missed (29 biz days late)
Active: 41 biz days
🕐 Clock stopped: Completed (Sep 11, 2025)
▶ Clock Running
Status: Created
Jul 15 → Jul 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 15 → Jul 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 15 → Jul 16, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Entered
Jul 16 → Jul 16, 2025
0 business days (counted)
Running total: 1 of ? biz days used
35d
▶ Clock Running
Status: Assigned
Jul 16 → Sep 4, 2025
35 business days (counted)
Running total: 36 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 4 → Sep 11, 2025
5 business days (counted)
Running total: 41 of ? biz days used
Created: Jul 15, 2025 Completed: Sep 11, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jul 15 → Jul 15 Created ▶ Running 0 0
Jul 15 → Jul 15 Ready for Scheduling ▶ Running 0 0
Jul 15 → Jul 16 Assigned ▶ Running 1 1
Jul 16 → Jul 16 Entered ▶ Running 0 1
Jul 16 → Sep 4 Assigned ▶ Running 35 36
Sep 4 → Sep 11 Scheduled ▶ Running 5 41
Dispatch 0.0d
Coordinators 41.5d
Billing 9.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
41.5 days
Over SLA
Billing
9.0 days
Over SLA
Created: Jul 15, 2025 Due: Jul 31, 2025 Completed: Sep 11, 2025 (41 days late)
📅
40.7 days Total Age
⏱️
34.8d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
45.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00510775
6007536572
Closed
Relocation SS 313495190; RELO; Greg Faxon SYS-GC-7890A
Priority
High
Origin
Web
Reason
New Case
Contact
Andy Ommen
Owner
Leona Coonrod
Created
Jul 15, 2025
Work Orders from this Case (3)
WO-01292171 Invoiced
Relocation • Jose Gutierrez
Created: Jul 15, 2025 • Closed: Sep 12, 2025
WO-01292172 (current) Invoiced
EIQ • Jose Gutierrez
Created: Jul 15, 2025 • Closed: Sep 10, 2025
WO-01292173 Invoiced
EOQ • Jose Gutierrez
Created: Jul 15, 2025 • Closed: Sep 11, 2025
Completed with significant delays
Invoiced • 232 days old
🚨
Primary Delay 34.8 days stuck in "Assigned"
⏱️
Total Delay 45.4 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
36.2d / 0.5d SLA
Scheduled
5.3d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
8.9d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TRAVEL 9/10 ON WO-01300393

JGutierrez 07/24/2025 - This is phase 2 of a customer relocation from Wyoming to Texas. I will not be able to complete all GC installs and the EIQ+ EOQ by deadline. Customer is okay with delay. Will likely have to push for end of August or early September.

Please assign to Jose Gutierrez ARP to site is 101 miles. Zone 3

🔧 Work Performed
Performed EIQ per GC.02.52 in preparation for OQ delivery following afterward.
⚠️ Problem Description
Relocation SS 313495190; RELO; Greg Faxon SYS-GC-7890A
📄 Description
Agilent 7890A Series GC
📞 Call Description
JUL 2025 GC EIQ

Timeline

📞
▶
4 Case Linked Jul 15, 4:43 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01292172
Type: EIQ
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: Maria Davis
🆕
▶
2 Status: Entered Jul 16, 4:13 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Leona Coonrod
Technician: Jose Gutierrez
🚨 35.0 business days
📅
▶
2 Dispatch Scheduled Sep 3, 10:40 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jose Gutierrez
From: Assigned
To: Scheduled
Duration in Previous: 49d 6h
⚠️ 5.2 business days
⏱️
Labor Added Sep 10, 4:39 PM
Type: Labor
Status: Open
Qty: 0.25
✔️
Status: Completed by Jose Gutierrez Sep 10, 10:05 PM
From: Scheduled, Completed
To: Completed, Closed
Duration in Previous: 6d 23h, 0m
📄
Status: Ready to Bill by Hannah Shaw Sep 11, 3:41 PM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 35m
⏳ 4.0 business days
💵
▶
2 Status: Billing Review Sep 16, 4:47 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
⚠️ 5.9 business days
📨
Status: Invoice Pending by Hannah Shaw Sep 23, 9:21 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 6d 16h
💰
Status: Invoiced by Hannah Shaw Sep 23, 9:26 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
⏳ 2.0 business days
🧾
Invoice Created Sep 24, 10:40 AM
Invoice Number: SM-241753

Bottlenecks

Assigned
Duration: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.2 business hours
Assigned
Duration: 34.8 business days (threshold: 4.0 business hours)
Exceeded by 34.3 business days
Scheduled
Duration: 5.3 business days (threshold: 2.0 business days)
Exceeded by 3.3 business days
Ready to Bill
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Ready to Bill
Duration: 5.4 business days (threshold: 1.0 business days)
Exceeded by 4.4 business days

🔗 Related Artifacts

📞
Case 00510775
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EIQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Sep 8, 10:00 AM
Created
Jul 15, 4:44 PM
Invoice #
SM-241753

Work Details (1)

Name Type Status Qty Amount Date
WL-02931468 Labor Open 0.25 $34.20 Sep 10, 4:39 PM

Details