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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01296519 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Mary Kay Inc — 2613 Denton Tap Rd, Lewisville TX, 75067

Aug 7, 2025 → Sep 30, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (21 biz days early)
Active: 38 biz days
🕐 Clock stopped: Tech Off Site (Oct 1, 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
17d
▶ Clock Running
Status: Assigned
Aug 7 → Sep 2, 2025
17 business days (counted)
Running total: 17 of ? biz days used
21d
▶ Clock Running
Status: Scheduled
Sep 2 → Oct 1, 2025
21 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 38 of ? biz days used
Created: Aug 7, 2025 Tech Off Site: Oct 1, 2025
Show SLA Clock Detail (5 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 → Sep 2 Assigned ▶ Running 17 17
Sep 2 → Oct 1 Scheduled ▶ Running 21 38
Oct 1 → Oct 1 Tech On Site ▶ Running 0 38
Dispatch 0.0d
Coordinators 38.5d
Field Work 0.0d
Billing 15.1d
✓ SLA Met
Dispatch
0.0 days
Coordinators
38.5 days
Over SLA
Field Work
0.0 days
Billing
15.1 days
Over SLA
Created: Aug 7, 2025 Due: Oct 31, 2025 Completed: Oct 1, 2025 (30 days early)
📅
38.3 days Total Age
⏱️
21.3d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
48.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00517097
6007940298
Closed
28R SYS-GC-7890A Contract ends 01/31/2026 repair included PM G3440A CN11491170 Agilent 7890A Series GC Custom G4514A CN11470100 7693A Tray, 150 Vial G4513A US20030092 7693A Autoinjector
Priority
High
Origin
Web
Reason
New Case
Contact
Yuan Tang
Owner
Leona Coonrod
Created
Aug 7, 2025
Work Orders from this Case (1)
WO-01296519 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Aug 7, 2025 • Closed: Sep 30, 2025
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 21.3 days stuck in "Scheduled"
⏱️
Total Delay 48.5 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
17.2d / 0.5d SLA
Scheduled
21.3d / 2.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
1.6d / 2.0d SLA
Ready to Bill
13.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10.1.25 Hshaw - moved Wo to BR, waiting for mService to close. TBA $285.00

09/30 2nd call of today. Travel, mileage and zone are on WO-01298870. Can't close in mService until parts are shipped in Service. MD



Please assign to Maria Davis ARP to site is 64 miles. Zone 2

🔧 Work Performed
09/30/2025 Data acquisition is Chromeleon. GC was cooled down, parts were replaced. PM was completed per Agilent Chekist. All tests passed.
⚠️ Problem Description
28R SYS-GC-7890A Contract ends 01/31/2026 repair included PM G3440A CN11491170 Agilent 7890A Series GC Custom G4514A CN11470100 7693A Tray, 150 Vial G4513A US20030092 7693A Autoinjector
📄 Description
Agilent 7890A Series GC
📞 Call Description
OCT 2025 GC PM

Timeline

📞
▶
4 Case Linked Aug 7, 11:10 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01296519
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
🚨 17.0 business days
🗓️
▶
2 Status: Scheduled Sep 1, 9:29 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-17T15:00:00.000+0000
🚨 20.0 business days
📅
Dispatch Scheduled by Maria Davis Sep 29, 12:25 PM
Scheduled For: 2025-10-03T15:00:00.000+0000
⏳ 2.0 business days
⏱️
▶
2 5x Labor Added Sep 30, 10:26 PM
5x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Maria Davis
From: Scheduled, Tech On Site
To: Tech On Site, Tech Off Site
Duration in Previous: 29d 0h, 0m
✔️
▶
2 Status: Completed Sep 30, 10:33 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Maria Davis
From: Completed
To: Closed
Duration in Previous: 3m
📄
Status: Ready to Bill by Hannah Shaw Oct 1, 3:29 PM
From: Closed, Ready to Bill
To: Ready to Bill, Billing Review
Duration in Previous: 16h 52m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Oct 2, 4:05 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 1d 0h
🚨 14.0 business days
📨
▶
2 Status: Invoice Pending Oct 22, 3:27 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 4.0 business days
🧾
Invoice Created Oct 27, 12:21 PM
Invoice Number: SM-244382

Bottlenecks

Assigned
Duration: 17.2 business days (threshold: 4.0 business hours)
Exceeded by 16.7 business days
Scheduled
Duration: 21.3 business days (threshold: 2.0 business days)
Exceeded by 19.3 business days
Ready to Bill
Duration: 13.5 business days (threshold: 1.0 business days)
Exceeded by 12.5 business days

🔗 Related Artifacts

📞
Case 00517097
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Oct 3, 11:00 AM
Created
Aug 7, 11:10 AM
Invoice #
SM-244382

Work Details (5)

Name Type Status Qty Amount Date
WL-02955451 Labor Open 3 $285.00 Sep 30, 10:26 PM
WL-02955452 Expenses Open 1 $0.00 Sep 30, 10:26 PM
WL-02955453 Parts Open 1 $0.00 Sep 30, 10:26 PM
WL-02955454 Parts Open 2 $0.00 Sep 30, 10:26 PM
WL-02955455 Parts Open 1 $0.00 Sep 30, 10:26 PM

Details