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WO-01296043 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Aug 6, 2025 → Oct 29, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (3 biz days early)
Active: 57 biz days
🕐 Clock stopped: Tech Off Site (Oct 28, 2025)
▶ Clock Running
Status: Created
Aug 6 → Aug 6, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 6 → Aug 6, 2025
0 business days (counted)
Running total: 0 of ? biz days used
41d
▶ Clock Running
Status: Assigned
Aug 6 → Oct 3, 2025
41 business days (counted)
Running total: 41 of ? biz days used
15d
▶ Clock Running
Status: Scheduled
Oct 3 → Oct 27, 2025
15 business days (counted)
Running total: 56 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 27 → Oct 28, 2025
1 business day (counted)
Running total: 57 of ? biz days used
Created: Aug 6, 2025 Tech Off Site: Oct 28, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 6 → Aug 6 Created ▶ Running 0 0
Aug 6 → Aug 6 Ready for Scheduling ▶ Running 0 0
Aug 6 → Oct 3 Assigned ▶ Running 41 41
Oct 3 → Oct 27 Scheduled ▶ Running 15 56
Oct 27 → Oct 28 Tech On Site ▶ Running 1 57
Dispatch 0.0d
Coordinators 57.3d
Field Work 4.1d
Billing 6.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
57.3 days
Over SLA
Field Work
4.1 days
Over SLA
Billing
6.4 days
Over SLA
Created: Aug 6, 2025 Due: Oct 31, 2025 Completed: Oct 30, 2025 (1 days early)
📅
59.3 days Total Age
⏱️
41.3d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
62.2d 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 #00516720
6007870125
Closed
28R SYS-LC-1260 Contract ends 12/31/2025 repair included PM PM only - customer supplies the UV lamp G1311C DEAB804030 1260 Quaternary Pump VL G1316A DEACN09599 1260 Thermostatted Column Compartment G1314B DEAAU02114 1260 Variable Wavelength Detector VL G1367E DEACO01781 1260 High Performance Autosampler 35900E 1279101109019 Dual-channel A/D interface box
Priority
High
Origin
Web
Reason
New Case
Contact
Pinkey Rahman
Owner
Leona Coonrod
Created
Aug 6, 2025
Work Orders from this Case (1)
WO-01296043 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Aug 6, 2025 • Closed: Oct 29, 2025
Completed with significant delays
Invoiced • 210 days old
🚨
Primary Delay 41.3 days stuck in "Assigned"
⏱️
Total Delay 62.2 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
41.3d / 0.5d SLA
Scheduled
16.0d / 2.0d SLA
Tech On Site
1.9d / 1.0d SLA
Tech Off Site
2.2d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
6.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/27 Google map was used to calculate zone. MD


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

🔧 Work Performed
10/27/2025 LC PM was completed per Agilent. Ezchrom is customer's data acquisition. Lab advisor was use to run test, all tests passed. System was flushed with water, column installed and stabilized for some time. Pressure was as expected. Customer will run PQ
⚠️ Problem Description
28R SYS-LC-1260 Contract ends 12/31/2025 repair included PM PM only - customer supplies the UV lamp G1311C DEAB804030 1260 Quaternary Pump VL G1316A DEACN09599 1260 Thermostatted Column Compartment G1314B DEAAU02114 1260 Variable Wavelength Detector VL G1367E DEACO01781 1260 High Performance Autosampler 35900E 1279101109019 Dual-channel A/D interface box
📄 Description
LC 1260 System
📞 Call Description
OCT 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 6, 9:38 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01296043
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
🚨 41.0 business days
🗓️
▶
2 Status: Scheduled Oct 2, 10:01 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-13T15:00:00.000+0000
⚠️ 6.2 business days
📅
Dispatch Scheduled by Maria Davis Oct 13, 8:51 PM
Scheduled For: 2025-10-27T15:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Maria Davis Oct 27, 12:44 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 24d 14h
⏳ 2.0 business days
🚗
Status: Tech Off Site by Maria Davis Oct 28, 12:59 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1d 0h
⏳ 2.0 business days
⏱️
5x Labor Added Oct 29, 10:18 PM
Type: Labor, Travel
Status: Open
Qty: 2, 4, 53, 51
🔩
▶
2 2x Parts Added Oct 29, 10:36 PM
2x Parts Added → Status: Completed
✔️
Status: Completed by Maria Davis
From: Tech Off Site
To: Completed
Duration in Previous: 1d 9h
🏁
Status: Closed by Maria Davis Oct 29, 10:41 PM
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.2 business days
📄
Status: Ready to Bill by Hannah Shaw Oct 31, 5:07 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 18h
⚠️ 6.9 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
⏳ 3.0 business days
🧾
Invoice Created Nov 13, 11:07 AM
Invoice Number: SM-246148

Bottlenecks

Assigned
Duration: 41.3 business days (threshold: 4.0 business hours)
Exceeded by 40.8 business days
Scheduled
Duration: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days
Tech On Site
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.3 business hours
Tech Off Site
Duration: 2.2 business days (threshold: 2.0 business days)
Exceeded by 1.7 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 6.4 business days (threshold: 1.0 business days)
Exceeded by 5.4 business days

🔗 Related Artifacts

📞
Case 00516720
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Oct 27, 11:00 AM
Created
Aug 6, 9:39 AM
Invoice #
SM-246148

Work Details (7)

Name Type Status Qty Amount Date
WL-02989201 Labor Open 2 $0.00 Oct 29, 10:18 PM
WL-02989202 Labor Open 4 $456.00 Oct 29, 10:18 PM
WL-02989203 Labor Open 2 $0.00 Oct 29, 10:18 PM
WL-02989204 Travel Open 53 $359.00 Oct 29, 10:18 PM
WL-02989205 Travel Open 51 $0.00 Oct 29, 10:18 PM
WL-02989253 Parts Open 1 $0.00 Oct 29, 10:36 PM
WL-02989254 Parts Open 1 $0.00 Oct 29, 10:36 PM

Details