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WO-01292256 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

📍 DesigneRx Pharmaceuticals Inc — 4941 Allison Pkwy Ste B, Vacaville CA, 95688

Jul 16, 2025 → Sep 23, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (4 biz days early)
Active: 49 biz days
🕐 Clock stopped: Completed (Sep 24, 2025)
▶ Clock Running
Status: Created
Jul 16 → Jul 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 16 → Jul 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Assigned
Jul 16 → Jul 24, 2025
6 business days (counted)
Running total: 6 of ? biz days used
42d
▶ Clock Running
Status: Scheduled
Jul 24 → Sep 23, 2025
42 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 23 → Sep 24, 2025
1 business day (counted)
Running total: 49 of ? biz days used
Created: Jul 16, 2025 Completed: Sep 24, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jul 16 → Jul 16 Created ▶ Running 0 0
Jul 16 → Jul 16 Ready for Scheduling ▶ Running 0 0
Jul 16 → Jul 24 Assigned ▶ Running 6 6
Jul 24 → Sep 23 Scheduled ▶ Running 42 48
Sep 23 → Sep 24 Tech On Site ▶ Running 1 49
Dispatch 0.0d
Coordinators 49.7d
Field Work 1.2d
Billing 9.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
49.7 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
9.9 days
Over SLA
Created: Jul 16, 2025 Due: Sep 30, 2025 Completed: Sep 24, 2025 (6 days early)
📅
49.2 days Total Age
⏱️
42.7d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
54.9d 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 #00510884
6007864100
Closed
28V SYS-LC-1260-E Contract ends 04/30/2026 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. G1311B DEAB709033 1260 Quaternary Pump G1316C DEBAC07117 1290 Thermostatted Column Compartment G1365C DEAAY00759 1260 Multiple Wavelength Detector G1329B DEAAC22922 1260 Standard Autosampler G4260B DGB13460006 Agilent 1260 Infinity II ELSD G1330BR DE60562302 Certified Pre-owned Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Ann Van Mellaert
Owner
Leona Coonrod
Created
Jul 16, 2025
Work Orders from this Case (2)
WO-01292245 Invoiced
Preventive Maintenance • Larry Alberty
Created: Jul 16, 2025 • Closed: Sep 22, 2025
WO-01292256 (current) Invoiced
EOQ • Larry Alberty
Created: Jul 16, 2025 • Closed: Sep 23, 2025
Completed with significant delays
Invoiced • 231 days old
🚨
Primary Delay 42.7 days stuck in "Scheduled"
⏱️
Total Delay 54.9 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
7.0d / 0.5d SLA
Scheduled
42.7d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
8.6d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

23 SEP 2025 Larry Aberty

Unable to close the SO in Agilent CRM due to Agilent CRM application updating issues. Agilent tablet IOS update issues in progress and being addressed by Agilent.


24 July 2025 Larry Alberty

Third attempt to schedule. Reached out to location with proposed onsite visit time frame.


22 July 2025 Larry Alberty

Second attempt. Reached out to location with proposed onsite visit time frame.


18 July 2025 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 77 miles. Zone 2

🔧 Work Performed
Completed LC EOQ.
⚠️ Problem Description
28V SYS-LC-1260-E Contract ends 04/30/2026 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. G1311B DEAB709033 1260 Quaternary Pump G1316C DEBAC07117 1290 Thermostatted Column Compartment G1365C DEAAY00759 1260 Multiple Wavelength Detector G1329B DEAAC22922 1260 Standard Autosampler G4260B DGB13460006 Agilent 1260 Infinity II ELSD G1330BR DE60562302 Certified Pre-owned Thermostat
📄 Description
1260 Quaternary Pump
📞 Call Description
SEP 2025 LC EOQ

Timeline

📞
Case Linked Jul 16, 9:43 AM
Case Number: 00510884
Subject: 6007864100
Status: Closed
📋
▶
3 Work Order Created Jul 16, 10:22 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: Larry Alberty
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Jul 24, 2:44 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-09-23T11:00:00.000+0000
🚨 43.0 business days
🔧
Status: Tech On Site by Larry Alberty Sep 23, 9:19 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 60d 18h
⏱️
5x Labor Added Sep 23, 2:51 PM
Type: Labor, Travel
Status: Open
Qty: 2, 5, 80
✔️
▶
2 Status: Completed Sep 23, 9:15 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 3m
📄
Status: Ready to Bill by Hannah Shaw Sep 24, 3:00 PM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 40m
⚠️ 9.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 12d 3h
💰
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: 7.0 business days (threshold: 4.0 business hours)
Exceeded by 6.5 business days
Scheduled
Duration: 42.7 business days (threshold: 2.0 business days)
Exceeded by 40.7 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.3 business hours
Ready to Bill
Duration: 8.6 business days (threshold: 1.0 business days)
Exceeded by 7.6 business days

🔗 Related Artifacts

📞
Case 00510884
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Larry Alberty
Scheduled
Sep 23, 7:00 AM
Created
Jul 16, 10:22 AM
Invoice #
SM-243053

Work Details (5)

Name Type Status Qty Amount Date
WL-02946048 Labor Open 2 $0.00 Sep 23, 2:51 PM
WL-02946049 Labor Open 5 $912.00 Sep 23, 2:51 PM
WL-02946050 Labor Open 2 $0.00 Sep 23, 2:51 PM
WL-02946051 Travel Open 80 $359.00 Sep 23, 2:51 PM
WL-02946052 Travel Open 80 $0.00 Sep 23, 2:51 PM

Details