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WO-01293031 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 International Flavors & Fragrances Inc — 1620 W Crosby Rd Ste 102, Carrollton TX, 75006

Jul 21, 2025 → Sep 23, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (5 biz days early)
Active: 45 biz days
🕐 Clock stopped: Tech Off Site (Sep 23, 2025)
▶ Clock Running
Status: Created
Jul 21 → Jul 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 21 → Jul 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 21 → Jul 23, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Scheduled
Jul 23 → Jul 23, 2025
0 business days (counted)
Running total: 2 of ? biz days used
19d
▶ Clock Running
Status: Tech On Site
Jul 23 → Aug 19, 2025
19 business days (counted)
Running total: 21 of ? biz days used
6d
▶ Clock Running
Status: Reschedule
Aug 19 → Aug 27, 2025
6 business days (counted)
Running total: 27 of ? biz days used
18d
▶ Clock Running
Status: Scheduled
Aug 27 → Sep 23, 2025
18 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 45 of ? biz days used
Created: Jul 21, 2025 Tech Off Site: Sep 23, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jul 21 → Jul 21 Created ▶ Running 0 0
Jul 21 → Jul 21 Ready for Scheduling ▶ Running 0 0
Jul 21 → Jul 23 Assigned ▶ Running 2 2
Jul 23 → Jul 23 Scheduled ▶ Running 0 2
Jul 23 → Aug 19 Tech On Site ▶ Running 19 21
Aug 19 → Aug 27 Reschedule ▶ Running 6 27
Aug 27 → Sep 23 Scheduled ▶ Running 18 45
Sep 23 → Sep 23 Tech On Site ▶ Running 0 45
Dispatch 0.0d
Coordinators 27.6d
Field Work 19.7d
Billing 9.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
27.6 days
Over SLA
Field Work
19.7 days
Over SLA
Billing
9.8 days
Over SLA
Created: Jul 21, 2025 Due: Sep 30, 2025 Completed: Sep 23, 2025 (7 days early)
📅
45.8 days Total Age
⏱️
19.6d in Tech On Site Longest Stage
🔄
11 transitions Status Changes
⚠️
49.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Maria Davis — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 23, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00512221
6007804460
Closed
28R SYS-LC-1260-E Contract ends 12/31/2025 repair included PM PM only - customer supplies the UV lamp G1311B DEAB712214 1260 Quaternary Pump G1362A DEAA605603 1260 Refractive Index Detector G1329B DEAAC30105 1260 Standard Autosampler G1314F DEABB11855 1260 Variable Wavelength Detector G1316A DEACN32586 1260 Thermostatted Column Compartment
Priority
High
Origin
Web
Reason
New Case
Contact
Jessica Tapia-Valles
Owner
Leona Coonrod
Created
Jul 21, 2025
Work Orders from this Case (1)
WO-01293031 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Jul 21, 2025 • Closed: Sep 23, 2025
Completed with significant delays
Invoiced • 226 days old
🚨
Primary Delay 19.6 days stuck in "Tech On Site"
⏱️
Total Delay 49.5 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
2.8d / 0.5d SLA
Tech On Site
19.7d / 1.0d SLA
Reschedule
6.0d / 2.0d SLA
Scheduled
18.8d / 2.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
8.6d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Maria Davis ARP to site is 61 miles. Zone 2
🔧 Work Performed
09/23/2025 LC 1260 (VWD/RID) PM was completed per Agilent. Both detectors were flush thoroughly with H2O.All Tests passed. Customer's method was loaded and stabilized, customer ran sample twice. Detectors need time to stabilized.
⚠️ Problem Description
28R SYS-LC-1260-E Contract ends 12/31/2025 repair included PM PM only - customer supplies the UV lamp G1311B DEAB712214 1260 Quaternary Pump G1362A DEAA605603 1260 Refractive Index Detector G1329B DEAAC30105 1260 Standard Autosampler G1314F DEABB11855 1260 Variable Wavelength Detector G1316A DEACN32586 1260 Thermostatted Column Compartment
📄 Description
1260 Quaternary Pump
📞 Call Description
SEP 2025 LC PM

Timeline

📞
▶
4 Case Linked Jul 21, 1:52 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01293031
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: Maria Davis
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Jul 23, 2:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-07-23T15:00:00.000+0000
🚨 20.0 business days
🔄
Status: Reschedule by Maria Davis Aug 19, 7:43 PM
From: Tech On Site
To: Reschedule
Duration in Previous: 27d 4h
⚠️ 6.5 business days
🗓️
▶
2 Status: Scheduled Aug 27, 1:28 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-09-23T15:00:00.000+0000
🚨 18.0 business days
🔩
2x Parts Added Sep 22, 11:12 PM
Type: Parts
Status: Open
Qty: 1
🔧
Status: Tech On Site by Maria Davis Sep 23, 6:16 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 27d 4h
⏱️
▶
2 5x Labor Added Sep 23, 6:25 PM
5x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Maria Davis
From: Tech On Site
To: Tech Off Site
Duration in Previous: 10m
✔️
▶
2 Status: Completed Sep 23, 6:44 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Maria Davis
From: Completed
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Hannah Shaw Sep 24, 3:05 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 18m
⚠️ 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: 2.8 business days (threshold: 4.0 business hours)
Exceeded by 2.3 business days
Tech On Site
Duration: 19.6 business days (threshold: 1.0 business days)
Exceeded by 18.6 business days
Reschedule
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 18.8 business days (threshold: 2.0 business days)
Exceeded by 16.8 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Ready to Bill
Duration: 8.6 business days (threshold: 1.0 business days)
Exceeded by 7.6 business days

🔗 Related Artifacts

📞
Case 00512221
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Sep 23, 11:00 AM
Created
Jul 21, 1:53 PM
Invoice #
SM-243053

Work Details (7)

Name Type Status Qty Amount Date
WL-02945466 Parts Open 1 $0.00 Sep 22, 11:12 PM
WL-02945467 Parts Open 1 $0.00 Sep 22, 11:12 PM
WL-02946487 Labor Open 2.5 $0.00 Sep 23, 6:25 PM
WL-02946488 Labor Open 4.5 $513.00 Sep 23, 6:25 PM
WL-02946489 Labor Open 2.5 $0.00 Sep 23, 6:25 PM
WL-02946490 Travel Open 60 $359.00 Sep 23, 6:25 PM
WL-02946491 Travel Open 60 $0.00 Sep 23, 6:25 PM

Details