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WO-01292265 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Univar Solutions USA Inc — 2461 Crocker Cir, Fairfield CA, 94533

Jul 16, 2025 → Sep 24, 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
5d
▶ Clock Running
Status: Assigned
Jul 16 → Jul 23, 2025
5 business days (counted)
Running total: 5 of ? biz days used
31d
▶ Clock Running
Status: Scheduled
Jul 23 → Sep 5, 2025
31 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Reschedule
Sep 5 → Sep 8, 2025
1 business day (counted)
Running total: 37 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Sep 8 → Sep 17, 2025
7 business days (counted)
Running total: 44 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 17 → Sep 24, 2025
5 business days (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 49 of ? biz days used
Created: Jul 16, 2025 Completed: Sep 24, 2025
Show SLA Clock Detail (8 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 23 Assigned ▶ Running 5 5
Jul 23 → Sep 5 Scheduled ▶ Running 31 36
Sep 5 → Sep 8 Reschedule ▶ Running 1 37
Sep 8 → Sep 17 Assigned ▶ Running 7 44
Sep 17 → Sep 24 Scheduled ▶ Running 5 49
Sep 24 → Sep 24 Tech On Site ▶ Running 0 49
Dispatch 0.0d
Coordinators 52.0d
Field Work 0.7d
Billing 8.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
52.0 days
Over SLA
Field Work
0.7 days
Billing
8.8 days
Over SLA
Created: Jul 16, 2025 Due: Sep 30, 2025 Completed: Sep 24, 2025 (6 days early)
📅
50.0 days Total Age
⏱️
31.6d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
52.7d 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 #00510907
6007865535
Closed
28R SYS-GC-7890 Contract ends 08/10/2026 repair included PM G4513A CN15100057 7693A Autoinjector G3432A G00NY6 7890A Thermal Conductivity Detector Accy G3440BR US15193026 Agilent Cert. Pre-owned 7890B Gas Chrom
Priority
High
Origin
Web
Reason
New Case
Contact
Ken Forbes
Owner
Leona Coonrod
Created
Jul 16, 2025
Work Orders from this Case (1)
WO-01292265 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Jul 16, 2025 • Closed: Sep 24, 2025
Completed with significant delays
Invoiced • 231 days old
🚨
Primary Delay 31.6 days stuck in "Scheduled"
⏱️
Total Delay 52.7 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
13.0d / 0.5d SLA
Scheduled
37.6d / 2.0d SLA
Reschedule
1.4d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
7.6d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5 Sep 2025 Larry Alberty

Customer replied to reminder email with need to postpone the onsite visit due to computer issues and would reach out when the issue is resolved.


23 July 2025 Larry Alberty

Reached out again 2nd time.


21 July 2025 Larry Ablerty

POC replied he was on PTO and would reply asap.


18 July 2025 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 69 miles. Zone 2

🔧 Work Performed
Completed GC PM.
⚠️ Problem Description
28R SYS-GC-7890 Contract ends 08/10/2026 repair included PM G4513A CN15100057 7693A Autoinjector G3432A G00NY6 7890A Thermal Conductivity Detector Accy G3440BR US15193026 Agilent Cert. Pre-owned 7890B Gas Chrom
📄 Description
Refurbished 7890B Gas Chromatograph
📞 Call Description
SEP 2025 GC PM

Timeline

📞
▶
4 Case Linked Jul 16, 10:39 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01292265
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
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Jul 23, 3:25 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-09-08T12:00:00.000+0000
🚨 32.0 business days
🔄
Status: Reschedule by Larry Alberty Sep 5, 4:48 PM
From: Scheduled
To: Reschedule
Duration in Previous: 44d 1h
⏳ 1.9 business days
👷
▶
2 Status: Assigned Sep 8, 11:12 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Larry Alberty
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Sep 16, 8:18 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-09-24T13:00:00.000+0000
⚠️ 6.5 business days
🔧
▶
2 Status: Tech On Site Sep 24, 10:17 AM
Status: Tech On Site → 4x Travel Added
🚗
4x Travel Added
Type: Travel, Parts
Status: Open
Qty: 80, 1
⏱️
▶
2 3x Labor Added Sep 24, 4:08 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5h 51m, 0m
📄
Status: Ready to Bill by Hannah Shaw Sep 25, 3:16 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 6m
⚠️ 8.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 2h
💰
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: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 31.6 business days (threshold: 2.0 business days)
Exceeded by 29.6 business days
Assigned
Duration: 7.0 business days (threshold: 4.0 business hours)
Exceeded by 6.5 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.8 business hours
Ready to Bill
Duration: 7.6 business days (threshold: 1.0 business days)
Exceeded by 6.6 business days

🔗 Related Artifacts

📞
Case 00510907
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Sep 24, 9:00 AM
Created
Jul 16, 10:40 AM
Invoice #
SM-243053

Work Details (7)

Name Type Status Qty Amount Date
WL-02947213 Travel Open 80 $359.00 Sep 24, 10:21 AM
WL-02947214 Travel Open 80 $0.00 Sep 24, 10:21 AM
WL-02947215 Parts Open 1 $0.00 Sep 24, 10:21 AM
WL-02947216 Parts Open 1 $0.00 Sep 24, 10:21 AM
WL-02947815 Labor Open 1 $0.00 Sep 24, 4:08 PM
WL-02947816 Labor Open 3 $285.00 Sep 24, 4:08 PM
WL-02947817 Labor Open 1 $0.00 Sep 24, 4:08 PM

Details