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WO-01294184 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 PETNET Solutions — 1350 Manufacturing St Ste 1, Dallas TX, 75207

Jul 28, 2025 → Sep 22, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (5 biz days early)
Active: 40 biz days
🕐 Clock stopped: Tech Off Site (Sep 23, 2025)
▶ Clock Running
Status: Created
Jul 28 → Jul 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 28 → Jul 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
39d
▶ Clock Running
Status: Assigned
Jul 28 → Sep 22, 2025
39 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 23, 2025
1 business day (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 40 of ? biz days used
Created: Jul 28, 2025 Tech Off Site: Sep 23, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jul 28 → Jul 28 Created ▶ Running 0 0
Jul 28 → Jul 28 Ready for Scheduling ▶ Running 0 0
Jul 28 → Sep 22 Assigned ▶ Running 39 39
Sep 22 → Sep 23 Scheduled ▶ Running 1 40
Sep 23 → Sep 23 Tech On Site ▶ Running 0 40
Dispatch 0.0d
Coordinators 41.2d
Field Work 0.2d
Billing 10.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
41.2 days
Over SLA
Field Work
0.2 days
Billing
10.9 days
Over SLA
Created: Jul 28, 2025 Due: Sep 30, 2025 Completed: Sep 23, 2025 (7 days early)
📅
40.4 days Total Age
⏱️
40.0d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
47.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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Originating Case

Open in Salesforce →
🎫
Case #00513991
6007279604
Closed
20L SYS-LC-1200 Contract ends 12/31/2024 repair included PM G1367B DE64556740 1200 Series High Performance Autosampler G1316A-B DE90375248 1200 Thermostatted Column Compartment G1314B DE71364639 1260 Variable Wavelength Detector VL G1322A-B JP73069984 1200 Vacuum Degasser G1311A-B DE62970394 1200 Series Quaternary Pump 35900E 1279101109018 Dual-channel A/D interface box
Priority
High
Origin
Web
Reason
New Case
Contact
Pinkey Rahman
Owner
Leona Coonrod
Created
Jul 28, 2025
Work Orders from this Case (1)
WO-01294184 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Jul 28, 2025 • Closed: Sep 22, 2025
Completed with significant delays
Invoiced • 219 days old
🚨
Primary Delay 40.0 days stuck in "Assigned"
⏱️
Total Delay 47.3 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
40.0d / 0.5d SLA
Scheduled
1.2d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Tech Off Site
0.2d / 2.0d SLA
Closed
2.2d / 1.0d SLA
Billing Review
1.0d / 2.0d SLA
Ready to Bill
8.6d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

09/23 parts ordered and the double worked in SM is completed. 2 systems/emails and many masters to please. MD



9.23.25 Hshaw - moved WO to BR, waiting for mService to close. TBA $815.00

09/22 Google map was used to calculate zone. At arrival instrument was in used, and a half hours until LC was cleaned from radiation. . During this time I used 1 and a half hour to update and get mService working, time added in SM wait 1 more hour onsite. I had no access in mService until today. SO will be closed until parts are shipped. MD


Please assign to Maria Davis ARP to site is 53 miles. Zone 2

🔧 Work Performed
09/22/2025 At Arrival instrument was in use, wait 2 hrs. until the cleaning process from radiation was completed, Data Acquisition is EZChrom, customer talked to IT to get LAB Advisor install in the server to run tests. 1200 PM was completed per Agilent checklist. All tests passed. Instrument was set up back and per customer request flushing with solvents, system over pressure, after troubleshooting, it was found that column was clogged. New column was installed and with headquarters was confirmed that 150 psi pressure was OK.
🔍 Technician Findings
09/23 parts ordered and the double worked in SM is completed. 2 systems/emails and many masters to please. MD
⚠️ Problem Description
20L SYS-LC-1200 Contract ends 12/31/2024 repair included PM G1367B DE64556740 1200 Series High Performance Autosampler G1316A-B DE90375248 1200 Thermostatted Column Compartment G1314B DE71364639 1260 Variable Wavelength Detector VL G1322A-B JP73069984 1200 Vacuum Degasser G1311A-B DE62970394 1200 Series Quaternary Pump 35900E 1279101109018 Dual-channel A/D interface box
📄 Description
LC 1200 System
📞 Call Description
SEP 20258 LC PM

Timeline

📞
▶
4 Case Linked Jul 28, 8:30 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01294184
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, Maria Davis
🚨 40.0 business days
🗓️
▶
2 Status: Scheduled Sep 22, 12:34 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-09-22T15:00:00.000+0000
🔧
▶
2 Status: Tech On Site Sep 22, 9:48 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
🚗
5x Travel Added Sep 22, 10:25 PM
Type: Travel, Parts
Status: Open
Qty: 53, 51
💵
Expenses Added Sep 22, 10:36 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 3x Labor Added Sep 22, 11:01 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Maria Davis
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1h 15m, 0m
💵
Status: Billing Review by Hannah Shaw Sep 23, 9:32 AM
From: Closed
To: Billing Review
Duration in Previous: 10h 26m
🏁
Status: Closed by Maria Davis Sep 23, 6:37 PM
From: Billing Review
To: Closed
Duration in Previous: 9h 4m
📄
Status: Ready to Bill by Hannah Shaw Sep 24, 2:56 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 19m
⚠️ 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: 40.0 business days (threshold: 4.0 business hours)
Exceeded by 39.5 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Ready to Bill
Duration: 8.6 business days (threshold: 1.0 business days)
Exceeded by 7.6 business days

🔗 Related Artifacts

📞
Case 00513991
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Sep 22, 11:00 AM
Created
Jul 28, 8:31 AM
Invoice #
SM-243053

Work Details (9)

Name Type Status Qty Amount Date
WL-02945360 Travel Open 53 $359.00 Sep 22, 10:25 PM
WL-02945361 Travel Open 51 $0.00 Sep 22, 10:25 PM
WL-02945362 Parts Open 1 $0.00 Sep 22, 10:25 PM
WL-02945363 Parts Open 1 $0.00 Sep 22, 10:25 PM
WL-02945364 Parts Open 1 $0.00 Sep 22, 10:25 PM
WL-02945367 Expenses Open 1 $0.00 Sep 22, 10:36 PM
WL-02945462 Labor Open 6 $456.00 Sep 22, 11:01 PM
WL-02945463 Labor Open 2.5 $0.00 Sep 22, 11:01 PM
WL-02945464 Labor Open 2.5 $0.00 Sep 22, 11:01 PM

Details