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WO-01292270 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Protagonist Therapeutics Inc — 7707 Gateway Blvd Ste 140, Newark CA, 94560

Jul 16, 2025 → Sep 17, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (9 biz days early)
Active: 44 biz days
🕐 Clock stopped: Completed (Sep 17, 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
▶ Clock Running
Status: Assigned
Jul 16 → Jul 18, 2025
2 business days (counted)
Running total: 2 of ? biz days used
42d
▶ Clock Running
Status: Scheduled
Jul 18 → Sep 17, 2025
42 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 44 of ? biz days used
Created: Jul 16, 2025 Completed: Sep 17, 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 18 Assigned ▶ Running 2 2
Jul 18 → Sep 17 Scheduled ▶ Running 42 44
Sep 17 → Sep 17 Tech On Site ▶ Running 0 44
Dispatch 0.0d
Coordinators 45.5d
Field Work 1.0d
Billing 13.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
45.5 days
Over SLA
Field Work
1.0 days
Billing
13.8 days
Over SLA
Created: Jul 16, 2025 Due: Sep 30, 2025 Completed: Sep 17, 2025 (13 days early)
📅
45.0 days Total Age
⏱️
42.5d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
54.6d 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 #00510915
6007865920
Closed
28R SYS-LC-1260II Contract ends 05/31/2026 repair included PM PM only - customer supplies the UV lamp G7112B DEAGO00965 1260 Infinity II Binary Pump G7167-60005 DEBAT13335 Infinity II Sample Cooler G7129A DEAEQ14052 1260 Infinity II Vialsampler G7115A DEAC603730 1260 Infinity II Diode Array Detector WR
Priority
High
Origin
Web
Reason
New Case
Contact
Bill Duffield
Owner
Leona Coonrod
Created
Jul 16, 2025
Work Orders from this Case (1)
WO-01292270 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Jul 16, 2025 • Closed: Sep 17, 2025
Completed with significant delays
Invoiced • 231 days old
🚨
Primary Delay 42.5 days stuck in "Scheduled"
⏱️
Total Delay 54.6 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
3.0d / 0.5d SLA
Scheduled
42.5d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
12.5d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

18 July 2025 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 38 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
28R SYS-LC-1260II Contract ends 05/31/2026 repair included PM PM only - customer supplies the UV lamp G7112B DEAGO00965 1260 Infinity II Binary Pump G7167-60005 DEBAT13335 Infinity II Sample Cooler G7129A DEAEQ14052 1260 Infinity II Vialsampler G7115A DEAC603730 1260 Infinity II Diode Array Detector WR
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
SEP 2025 LC PM

Timeline

📞
▶
4 Case Linked Jul 16, 10:46 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01292270
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
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jul 18, 4:20 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-09-17T13:00:00.000+0000
🚨 43.0 business days
🔧
▶
2 Status: Tech On Site Sep 17, 10:32 AM
Status: Tech On Site → 4x Travel Added
🚗
4x Travel Added
Type: Travel, Parts
Status: Open
Qty: 10
✔️
▶
2 Status: Completed Sep 17, 7:09 PM
Status: Completed → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1, 4
🏁
Status: Closed by Larry Alberty Sep 17, 7:14 PM
From: Completed
To: Closed
Duration in Previous: 5m
📄
Status: Ready to Bill by Hannah Shaw Sep 18, 3:42 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 28m
🚨 13.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 18d 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: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 42.5 business days (threshold: 2.0 business days)
Exceeded by 40.5 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Ready to Bill
Duration: 12.5 business days (threshold: 1.0 business days)
Exceeded by 11.5 business days

🔗 Related Artifacts

📞
Case 00510915
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Sep 17, 9:00 AM
Created
Jul 16, 10:46 AM
Invoice #
SM-243053

Work Details (7)

Name Type Status Qty Amount Date
WL-02938478 Travel Open 10 $180.00 Sep 17, 10:33 AM
WL-02938479 Travel Open 10 $0.00 Sep 17, 10:33 AM
WL-02938480 Parts Open 1 $0.00 Sep 17, 10:33 AM
WL-02938481 Parts Open 1 $0.00 Sep 17, 10:33 AM
WL-02939541 Labor Open 1 $0.00 Sep 17, 7:13 PM
WL-02939542 Labor Open 4 $456.00 Sep 17, 7:13 PM
WL-02939543 Labor Open 1 $0.00 Sep 17, 7:13 PM

Details