Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01296439 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 State of Oklahoma — 707 N Robinson Ave, Oklahoma City OK, 73102

Aug 7, 2025 → Nov 2, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✗ SLA Missed
Active: 59 biz days
🕐 Clock stopped: Completed (Nov 2, 2025)
▶ Clock Running
Status: Created
Aug 7 → Aug 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 7 → Aug 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
46d
▶ Clock Running
Status: Assigned
Aug 7 → Oct 14, 2025
46 business days (counted)
Running total: 46 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 21, 2025
5 business days (counted)
Running total: 51 of ? biz days used
▶ Clock Running
Status: Reschedule
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 51 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 21 → Oct 23, 2025
2 business days (counted)
Running total: 53 of ? biz days used
6d
▶ Clock Running
Status: Reschedule
Oct 23 → Oct 31, 2025
6 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 31 → Nov 2, 2025
0 business days (counted)
Running total: 59 of ? biz days used
Created: Aug 7, 2025 Completed: Nov 2, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Aug 7 → Aug 7 Created ▶ Running 0 0
Aug 7 → Aug 7 Ready for Scheduling ▶ Running 0 0
Aug 7 → Oct 14 Assigned ▶ Running 46 46
Oct 14 → Oct 21 Scheduled ▶ Running 5 51
Oct 21 → Oct 21 Reschedule ▶ Running 0 51
Oct 21 → Oct 23 Scheduled ▶ Running 2 53
Oct 23 → Oct 31 Reschedule ▶ Running 6 59
Oct 31 → Oct 31 Scheduled ▶ Running 0 59
Oct 31 → Nov 2 Tech On Site ▶ Running 0 59
Dispatch 0.0d
Coordinators 61.7d
Field Work 0.7d
Billing 5.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
61.7 days
Over SLA
Field Work
0.7 days
Billing
5.3 days
Over SLA
Created: Aug 7, 2025 Due: Oct 31, 2025 Completed: Nov 2, 2025 (1 days late)
📅
60.0 days Total Age
⏱️
46.1d in Assigned Longest Stage
🔄
12 transitions Status Changes
⚠️
59.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00517032
6007931173
Closed
28R SYS-GC-7890A Contract ends 06/30/2026 repair included PM G4513A CN12140046 7693A Autoinjector G3440A CN12211107 Agilent 7890A Series GC Custom G4514A CN12070146 7693A Tray, 150 Vial G4513A CN11120177 7693A Autoinjector
Priority
High
Origin
Web
Reason
New Case
Contact
Andrew Greenwood
Owner
Leona Coonrod
Created
Aug 7, 2025
Work Orders from this Case (1)
WO-01296439 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Aug 7, 2025 • Closed: Nov 2, 2025
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 46.1 days stuck in "Assigned"
⏱️
Total Delay 59.6 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
46.1d / 0.5d SLA
Scheduled
8.9d / 2.0d SLA
Reschedule
6.7d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
5.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

travel to site on WO-01296437

travel from site on WO-01311029

11/02 Finalized writing all the explanation in SM, mService is less complicated software. 08;43 a.m. Totally unpractical working with 2 systems that don't communicate with each other, 2 many hands in the same bawl, many masters to please. Extra time needs write again everything in mService. At customer sites open laptop, tablet and cell phone is something cause distraction and loss focus. When customers I try to focus in the customer and the service that I deliver. with LSCA calls the assistance is minimal or none..MD


10/31 GC name is SHELDON. Travel, mileage and zone are on WO-01296437.


10/30/25 RCook- Sent teams message to DCarvalho stating: David Carvalho Below are the past due and due by EOM Agilent ASP WOs. Just sending as an FYI


Please assign to Maria Davis ARP to site is 218 miles. Zone 5

🔧 Work Performed
10/31/2025 GC PM was completed per Agilent Customer provided parts. All tests passed.
🔍 Technician Findings
due date was 10/31, work different sites from 06:30 to 10 pm driven back from OKC.
⚠️ Problem Description
28R SYS-GC-7890A Contract ends 06/30/2026 repair included PM G4513A CN12140046 7693A Autoinjector G3440A CN12211107 Agilent 7890A Series GC Custom G4514A CN12070146 7693A Tray, 150 Vial G4513A CN11120177 7693A Autoinjector
📄 Description
Agilent 7890A Series GC
📞 Call Description
OCT 2025 GC PM

Timeline

📞
Case Linked Aug 7, 8:38 AM
Case Number: 00517032
Subject: 6007931173
Status: Closed
📋
▶
3 Work Order Created Aug 7, 8:50 AM
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: a0hF00000028i6gIAA, Maria Davis
🚨 46.0 business days
🗓️
▶
3 Status: Scheduled Oct 13, 9:03 PM
Status: Scheduled → Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-23T19:00:00.000+0000
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-21T19:00:00.000+0000
⚠️ 6.0 business days
🔄
▶
3 Status: Reschedule Oct 21, 1:04 PM
Status: Reschedule → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Maria Davis
From: Reschedule
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-23T13:00:00.000+0000
⏳ 3.0 business days
🔄
Status: Reschedule by Maria Davis Oct 23, 2:06 PM
From: Scheduled
To: Reschedule
Duration in Previous: 2d 0h
⚠️ 7.0 business days
🗓️
▶
3 Status: Scheduled Oct 31, 2:06 PM
Status: Scheduled → Dispatch Scheduled → Status: Tech On Site
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-31T15:00:00.000+0000
🔧
Status: Tech On Site by Maria Davis
From: Scheduled
To: Tech On Site
Duration in Previous: 3m
⏳ 1.0 business days
⏱️
▶
2 Labor Added Nov 2, 9:18 AM
Labor Added → Status: Completed
✔️
Status: Completed by Maria Davis
From: Tech On Site
To: Completed
Duration in Previous: 1d 20h
🏁
Status: Closed by Maria Davis Nov 2, 9:45 AM
From: Completed
To: Closed
Duration in Previous: 22m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 3, 4:22 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 6h
⚠️ 6.0 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: 46.1 business days (threshold: 4.0 business hours)
Exceeded by 45.6 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Scheduled
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 6.9 business hours
Reschedule
Duration: 6.7 business days (threshold: 2.0 business days)
Exceeded by 4.7 business days
Ready to Bill
Duration: 5.3 business days (threshold: 1.0 business days)
Exceeded by 4.3 business days

🔗 Related Artifacts

📞
Case 00517032
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Oct 31, 11:00 AM
Created
Aug 7, 8:50 AM
Invoice #
SM-246148

Work Details (1)

Name Type Status Qty Amount Date
WL-02993138 Labor Open 2 $285.00 Nov 2, 9:18 AM

Details