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WO-01293494 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Exelixis Inc — 1951 Harbor Bay Pkwy, ALAMEDA CA, 94502

Jul 23, 2025 → Oct 23, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (5 biz days early)
Active: 65 biz days
🕐 Clock stopped: Completed (Oct 24, 2025)
▶ Clock Running
Status: Created
Jul 23 → Jul 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 23 → Jul 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jul 23 → Jul 24, 2025
1 business day (counted)
Running total: 1 of ? biz days used
63d
▶ Clock Running
Status: Scheduled
Jul 24 → Oct 23, 2025
63 business days (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 23 → Oct 24, 2025
1 business day (counted)
Running total: 65 of ? biz days used
Created: Jul 23, 2025 Completed: Oct 24, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jul 23 → Jul 23 Created ▶ Running 0 0
Jul 23 → Jul 23 Ready for Scheduling ▶ Running 0 0
Jul 23 → Jul 24 Assigned ▶ Running 1 1
Jul 24 → Oct 23 Scheduled ▶ Running 63 64
Oct 23 → Oct 24 Tech On Site ▶ Running 1 65
Dispatch 0.0d
Coordinators 65.4d
Field Work 1.1d
Billing 11.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
65.4 days
Over SLA
Field Work
1.1 days
Over SLA
Billing
11.3 days
Over SLA
Created: Jul 23, 2025 Due: Oct 31, 2025 Completed: Oct 24, 2025 (7 days early)
📅
64.9 days Total Age
⏱️
63.7d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
73.3d 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 #00512958
6007938427
Closed
28R SYS-LC-1260II Contract ends 07/12/2026 repair included PMPLUS / EOQ PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G7104C DEAGZ04413 1260 Infinity II Flexible Pump G7129C DEAGQ05331 1260 Infinity II Vialsampler G7117C DEAEK14567 1260 Infinity II Diode Array Detector HS G7116A DEAEM15043 1260 Infinity II Multicolumn Thermostat G4761A DEBDS11824 Upgrade InfinityLab Sample Thermostat G4231A 000000000033087144 2pos/6port Valve head, 800 bar
Priority
High
Origin
Phone
Reason
New Case
Contact
Christopher Fernandes
Owner
Leona Coonrod
Created
Jul 23, 2025
Work Orders from this Case (2)
WO-01293494 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Jul 23, 2025 • Closed: Oct 23, 2025
WO-01293495 Canceled
EOQ
Created: Jul 23, 2025
Completed with significant delays
Invoiced • 224 days old
🚨
Primary Delay 63.7 days stuck in "Scheduled"
⏱️
Total Delay 73.3 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
1.8d / 0.5d SLA
Scheduled
63.7d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
11.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

23 oct 2025 Larry Alberty

Updated the scheduled date to today.


6 OCT 2025 Larry Alberty

Customer asked for a re-schedule: "Larry – I apologize I dropped the ball on this.

We’ll need to cancel the onsite visit. I never got confirmation from the end users.

Let me know if you have any other dates open for Oct. " I have re-scheduled the work order for later in October.


24 July 2025 Larry Alberty

Reached out to location for scheduling the onsite visit time frame.


Please assign to Larry Alberty ARP to site is 25 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
28R SYS-LC-1260II Contract ends 07/12/2026 repair included PM PM only - customer supplies the UV lamp G7104C DEAGZ04413 1260 Infinity II Flexible Pump G7129C DEAGQ05331 1260 Infinity II Vialsampler G7117C DEAEK14567 1260 Infinity II Diode Array Detector HS G7116A DEAEM15043 1260 Infinity II Multicolumn Thermostat G4761A DEBDS11824 Upgrade InfinityLab Sample Thermostat G4231A 000000000033087144 2pos/6port Valve head, 800 bar
📄 Description
1260 Infinity II Flexible Pump
📞 Call Description
OCT 2025 LC PM

Timeline

📞
Case Linked Jul 23, 1:34 PM
Case Number: 00512958
Subject: 6007938427
Status: Closed
📋
▶
3 Work Order Created Jul 23, 1:40 PM
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: a0hF0000001pE6KIAU, Larry Alberty
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Jul 24, 2:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-10-06T13:00:00.000+0000
🚨 52.0 business days
📅
Dispatch Scheduled by Larry Alberty Oct 6, 10:48 AM
Scheduled For: 2025-10-22T13:00:00.000+0000
🚨 12.0 business days
🔩
2x Parts Added Oct 22, 9:40 AM
Type: Parts
Status: Open
Qty: 1
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Oct 23, 10:59 AM
Dispatch Scheduled → Status: Tech On Site
🔧
Status: Tech On Site by Larry Alberty
From: Scheduled
To: Tech On Site
Duration in Previous: 90d 20h
⏱️
▶
3 5x Labor Added Oct 23, 8:38 PM
5x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 9h 38m
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Hannah Shaw Oct 24, 5:21 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 41m
🚨 11.8 business days
📨
▶
2 Status: Invoice Pending Nov 10, 3:46 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Nov 10, 4:38 PM
Invoice Number: SM-246148

Bottlenecks

Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 63.7 business days (threshold: 2.0 business days)
Exceeded by 61.7 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours
Ready to Bill
Duration: 11.3 business days (threshold: 1.0 business days)
Exceeded by 10.3 business days

🔗 Related Artifacts

📞
Case 00512958
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Oct 23, 9:00 AM
Created
Jul 23, 1:40 PM
Invoice #
SM-246148

Work Details (7)

Name Type Status Qty Amount Date
WL-02979581 Parts Open 1 $0.00 Oct 22, 9:40 AM
WL-02979582 Parts Open 1 $0.00 Oct 22, 9:40 AM
WL-02982342 Labor Open 1 $0.00 Oct 23, 8:38 PM
WL-02982343 Labor Open 1 $0.00 Oct 23, 8:38 PM
WL-02982344 Labor Open 3 $456.00 Oct 23, 8:38 PM
WL-02982345 Travel Open 25 $180.00 Oct 23, 8:38 PM
WL-02982346 Travel Open 25 $0.00 Oct 23, 8:38 PM

Details