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WO-01293034 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 University of Texas — 5901 Forest Park Rd, Dallas TX, 75390

Jul 21, 2025 → Oct 1, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (7 biz days early)
Active: 43 biz days
🕐 Clock stopped: Tech Off Site (Sep 19, 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
30d
▶ Clock Running
Status: Assigned
Jul 21 → Sep 2, 2025
30 business days (counted)
Running total: 30 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Sep 2 → Sep 19, 2025
13 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 43 of ? biz days used
Created: Jul 21, 2025 Tech Off Site: Sep 19, 2025
Show SLA Clock Detail (5 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 → Sep 2 Assigned ▶ Running 30 30
Sep 2 → Sep 19 Scheduled ▶ Running 13 43
Sep 19 → Sep 19 Tech On Site ▶ Running 0 43
Dispatch 0.0d
Coordinators 43.9d
Field Work 8.1d
Billing 3.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
43.9 days
Over SLA
Field Work
8.1 days
Over SLA
Billing
3.7 days
Over SLA
Created: Jul 21, 2025 Due: Sep 30, 2025 Completed: Oct 1, 2025 (on time)
📅
51.7 days Total Age
⏱️
29.9d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
49.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00512227
6007803358
Closed
28R SYS-LC-1260-E Contract ends 12/31/2025 repair included PM PM only - customer supplies the UV lamp G1361A DEAAF00447 1260 Preparative Pump G1361A DEAAF00453 1260 Preparative Pump G2260A DEACR00339 1260 Preparative Autosampler G1390A-B DE61555575 1200 Series Universal Interface Box G1364B DEACS00526 1260 Fraction Collector prep scale G1315C DEAA200731 1260 Diode Array Detector VL+
Priority
High
Origin
Web
Reason
New Case
Contact
Paulina Gonzalez
Owner
Leona Coonrod
Created
Jul 21, 2025
Work Orders from this Case (1)
WO-01293034 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Jul 21, 2025 • Closed: Oct 1, 2025
Completed with significant delays
Invoiced • 226 days old
🚨
Primary Delay 29.9 days stuck in "Assigned"
⏱️
Total Delay 49.3 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
29.9d / 0.5d SLA
Scheduled
14.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Tech Off Site
8.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
2.5d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes


09/24 Parts still can't be added in SM. An email was forward to EMSAr parts. MD


09/23 Parts need to be added in SM


09/18 I was onsite 0/18. Google map was used to calculate zone. Still can't access mService or email in the tablet, Joe got me a new certificate for VPN, will work on after PETNET service. to add parts in this WO MD


07/27 An email was sent to Paulina suggesting Sep 18th for the PM. MD


Please assign to Maria Davis ARP to site is 54 miles. Zone 2

🔧 Work Performed
09/18/2025 LC (2 pumps , DAD and fraction collector) PM was completed per Agilent. Previous arrival was leaking and after the PM , during tests, the leak is present, capillary needs to be replaced, a repair SO was opened. All the other tests passed. Customer mentioned that fraction collector had to be adjust at times or miss alignment and doesn't have the plate to do re-alignment.
🔍 Technician Findings
Agilent parts for repaired wasn't in SM, the last part was added today and Hanna added in WO
⚠️ Problem Description
28R SYS-LC-1260-E Contract ends 12/31/2025 repair included PM PM only - customer supplies the UV lamp G1361A DEAAF00447 1260 Preparative Pump G1361A DEAAF00453 1260 Preparative Pump G2260A DEACR00339 1260 Preparative Autosampler G1390A-B DE61555575 1200 Series Universal Interface Box G1364B DEACS00526 1260 Fraction Collector prep scale G1315C DEAA200731 1260 Diode Array Detector VL+
📄 Description
LC 1260 System Enhanced LC Features
📞 Call Description
SEP 2025 LC PM

Timeline

📞
▶
4 Case Linked Jul 21, 2:00 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01293034
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: a0hF00000028i6gIAA, Maria Davis
🚨 30.0 business days
🗓️
▶
2 Status: Scheduled Sep 1, 9:08 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-09-18T14:00:00.000+0000
🚨 14.0 business days
🔧
▶
2 Status: Tech On Site Sep 19, 7:06 PM
Status: Tech On Site → Status: Tech Off Site
🚗
Status: Tech Off Site by Maria Davis
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1m
⏳ 0.6 business days
⏱️
5x Labor Added Sep 21, 7:03 AM
Type: Labor, Travel
Status: Open
Qty: 2.5, 53.1, 52.3
⏳ 1.0 business days
💵
Expenses Added Sep 22, 8:31 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔩
Parts Added Sep 24, 4:28 PM
Type: Parts
Status: Open
Qty: 1
🔩
Parts Added Sep 25, 9:02 AM
Type: Parts
Status: Open
Qty: 1
⏳ 3.0 business days
🔩
▶
2 2x Parts Added Sep 29, 9:32 AM
2x Parts Added → 2x Parts Added
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
⏳ 3.0 business days
🔩
Parts Added Oct 1, 4:05 PM
Type: Parts
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Oct 1, 5:40 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 Oct 2, 4:00 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 17m
⏳ 3.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4d 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: 29.9 business days (threshold: 4.0 business hours)
Exceeded by 29.4 business days
Scheduled
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days
Tech Off Site
Duration: 8.1 business days (threshold: 2.0 business days)
Exceeded by 6.1 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours
Ready to Bill
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days

🔗 Related Artifacts

📞
Case 00512227
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Sep 18, 10:00 AM
Created
Jul 21, 2:01 PM
Invoice #
SM-243053

Work Details (13)

Name Type Status Qty Amount Date
WL-02943747 Labor Open 2.5 $0.00 Sep 21, 7:03 AM
WL-02943748 Labor Open 5 $513.00 Sep 21, 7:03 AM
WL-02943749 Labor Open 2.5 $0.00 Sep 21, 7:03 AM
WL-02943750 Travel Open 53.1 $359.00 Sep 21, 7:03 AM
WL-02943751 Travel Open 52.3 $0.00 Sep 21, 7:03 AM
WL-02944258 Expenses Open 1 $0.00 Sep 22, 8:31 AM
WL-02947850 Parts Open 1 $0.00 Sep 24, 4:28 PM
WL-02948824 Parts Open 1 $0.00 Sep 25, 9:02 AM
WL-02952806 Parts Open 1 $0.00 Sep 29, 9:32 AM
WL-02952807 Parts Open 1 $0.00 Sep 29, 9:32 AM
WL-02952808 Parts Open 1 $0.00 Sep 29, 9:33 AM
WL-02952812 Parts Open 1 $0.00 Sep 29, 9:34 AM
WL-02956419 Parts Open 1 $0.00 Oct 1, 4:05 PM

Details