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WO-01293498 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Jul 23, 2025 → Oct 22, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (7 biz days early)
Active: 63 biz days
🕐 Clock stopped: Completed (Oct 22, 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
62d
▶ Clock Running
Status: Scheduled
Jul 24 → Oct 22, 2025
62 business days (counted)
Running total: 63 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 63 of ? biz days used
Created: Jul 23, 2025 Completed: Oct 22, 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 22 Scheduled ▶ Running 62 63
Oct 22 → Oct 22 Tech On Site ▶ Running 0 63
Dispatch 0.0d
Coordinators 64.4d
Field Work 0.4d
Billing 12.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
64.4 days
Over SLA
Field Work
0.4 days
Billing
12.4 days
Over SLA
Created: Jul 23, 2025 Due: Oct 31, 2025 Completed: Oct 22, 2025 (9 days early)
📅
63.8 days Total Age
⏱️
62.6d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
73.7d 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 #00512971
6007938429
Closed
28R SYS-LC-1260II Contract ends 07/12/2026 repair included PM PM only - customer supplies the UV lamp G4231A 000000000033106228 2pos/6port Valve head, 800 bar G7116A DEAEM15223 1260 Infinity II Multicolumn Thermostat G7112B DEAGO09239 1260 Infinity II Binary Pump G4761A DEBDS13001 Upgrade InfinityLab Sample Thermostat G7117C DEAEK14740 1260 Infinity II Diode Array Detector HS
Priority
High
Origin
Web
Reason
New Case
Contact
Grace Hom
Owner
Leona Coonrod
Created
Jul 23, 2025
Work Orders from this Case (1)
WO-01293498 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Jul 23, 2025 • Closed: Oct 22, 2025
Completed with significant delays
Invoiced • 224 days old
🚨
Primary Delay 62.6 days stuck in "Scheduled"
⏱️
Total Delay 73.7 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
1.8d / 0.5d SLA
Scheduled
62.6d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
12.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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 G4231A 000000000033106228 2pos/6port Valve head, 800 bar G7116A DEAEM15223 1260 Infinity II Multicolumn Thermostat G7112B DEAGO09239 1260 Infinity II Binary Pump G4761A DEBDS13001 Upgrade InfinityLab Sample Thermostat G7117C DEAEK14740 1260 Infinity II Diode Array Detector HS
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
OCT 2025 LC PM

Timeline

📞
▶
4 Case Linked Jul 23, 1:51 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01293498
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
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Jul 24, 2:48 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-10-07T10:00:00.000+0000
🚨 52.0 business days
📅
Dispatch Scheduled by Larry Alberty Oct 6, 10:50 AM
Scheduled For: 2025-10-22T10:00:00.000+0000
🚨 12.0 business days
🔩
2x Parts Added Oct 22, 9:42 AM
Type: Parts
Status: Open
Qty: 1
🔧
Status: Tech On Site by Larry Alberty Oct 22, 2:38 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 89d 23h
⏱️
▶
2 5x Labor Added Oct 22, 5:26 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 48m, 0m
📄
Status: Ready to Bill by Hannah Shaw Oct 23, 4:34 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 6m
🚨 12.9 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: 62.6 business days (threshold: 2.0 business days)
Exceeded by 60.6 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Ready to Bill
Duration: 12.4 business days (threshold: 1.0 business days)
Exceeded by 11.4 business days

🔗 Related Artifacts

📞
Case 00512971
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Oct 22, 6:00 AM
Created
Jul 23, 1:51 PM
Invoice #
SM-246148

Work Details (7)

Name Type Status Qty Amount Date
WL-02979586 Parts Open 1 $0.00 Oct 22, 9:42 AM
WL-02979587 Parts Open 1 $0.00 Oct 22, 9:42 AM
WL-02980417 Labor Open 1 $0.00 Oct 22, 5:26 PM
WL-02980418 Labor Open 4 $456.00 Oct 22, 5:26 PM
WL-02980419 Labor Open 1 $0.00 Oct 22, 5:26 PM
WL-02980420 Travel Open 25 $180.00 Oct 22, 5:26 PM
WL-02980421 Travel Open 25 $0.00 Oct 22, 5:26 PM

Details