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WO-01296526 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Aug 7, 2025 → Oct 3, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 30, 2025
✓ SLA Met (18 biz days early)
Active: 40 biz days
🕐 Clock stopped: Completed (Oct 4, 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
▶ Clock Running
Status: L2 Screening
Aug 7 → Aug 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Entered
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
20d
▶ Clock Running
Status: Scheduled
Sep 2 → Sep 30, 2025
20 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Reschedule
Sep 30 → Oct 3, 2025
3 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 3 → Oct 4, 2025
0 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 4 → Oct 4, 2025
0 business days (counted)
Running total: 40 of ? biz days used
Created: Aug 7, 2025 Completed: Oct 4, 2025
Show SLA Clock Detail (12 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 → Aug 7 L2 Screening ▶ Running 0 0
Aug 7 → Aug 7 Entered ▶ Running 0 0
Aug 7 → Aug 7 Ready for Scheduling ▶ Running 0 0
Aug 7 → Sep 2 Assigned ▶ Running 17 17
Sep 2 → Sep 30 Scheduled ▶ Running 20 37
Sep 30 → Oct 3 Reschedule ▶ Running 3 40
Oct 3 → Oct 3 Scheduled ▶ Running 0 40
Oct 3 → Oct 3 Tech On Site ▶ Running 0 40
Oct 3 → Oct 4 Scheduled ▶ Running 0 40
Oct 4 → Oct 4 Tech On Site ▶ Running 0 40
Dispatch 0.0d
Coordinators 42.5d
Field Work 0.0d
Billing 11.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
42.5 days
Over SLA
Field Work
0.0 days
Billing
11.6 days
Over SLA
Created: Aug 7, 2025 Due: Oct 30, 2025 Completed: Oct 4, 2025 (26 days early)
📅
41.0 days Total Age
⏱️
21.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
47.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Maria Davis — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 3, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00517106
6007940299
Closed
28R SYS-LC-1260 Contract ends 01/31/2026 repair included PM PM only - customer supplies the UV lamp G1316A-B DE63070422 1200 Thermostatted Column Compartment 1315D-B DE64258558 1200 Series Diode Array Detector G1379B JP82008304 1260 Infinity Micro Degasser G1329A DE64768362 1200 Series Standard Autosampler G1312B DE63059913 1260 Binary Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Yuan Tang
Owner
Leona Coonrod
Created
Aug 7, 2025
Work Orders from this Case (1)
WO-01296526 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Aug 7, 2025 • Closed: Oct 3, 2025
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 21.0 days stuck in "Scheduled"
⏱️
Total Delay 47.5 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
22.0d / 2.0d SLA
Reschedule
3.3d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
11.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/03 2nd call of today. Travel, mileage and zone are on WO-01296567. MD


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

🔧 Work Performed
10/03/2025 Data Acquisition is Chromeleon. LC (binary pump) PM was completed per Agilent. Work laptop and LAN card were used to connect; LAB Advisor was used to run tests. Systems was flushed thoroughly with IPA to prime the seals and with H2O for tests. Elasticity Calibration (90 min) was performed . All but Intensity passed. New lamp was installed and stabilized for some time. VWD tests passed. After customer was able to communicate with LC in Chromeleon.
⚠️ Problem Description
28R SYS-LC-1260 Contract ends 01/31/2026 repair included PM PM only - customer supplies the UV lamp G1316A-B DE63070422 1200 Thermostatted Column Compartment 1315D-B DE64258558 1200 Series Diode Array Detector G1379B JP82008304 1260 Infinity Micro Degasser G1329A DE64768362 1200 Series Standard Autosampler G1312B DE63059913 1260 Binary Pump
📄 Description
LC 1260 System
📞 Call Description
OCT 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 7, 11:24 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01296526
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered, Ready for Scheduling, L2 Screening
To: Ready for Scheduling, L2 Screening, Entered, Assigned
Duration in Previous: 0m
👷
Technician Assigned by Leona Coonrod
Technician: Maria Davis
🚨 17.0 business days
🗓️
▶
2 Status: Scheduled Sep 1, 9:16 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-13T15:00:00.000+0000
🚨 20.0 business days
📅
Dispatch Scheduled by Maria Davis Sep 29, 11:07 AM
Scheduled For: 2025-09-30T15:00:00.000+0000
⏳ 2.0 business days
🔄
Status: Reschedule by Maria Davis Sep 30, 12:08 PM
From: Scheduled
To: Reschedule
Duration in Previous: 28d 14h
⏳ 3.0 business days
🗓️
▶
4 Status: Scheduled Oct 2, 10:29 PM
Status: Scheduled → Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-02T14:00:00.000+0000
🗓️
Status: Scheduled by Maria Davis
From: Tech On Site
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-03T14:00:00.000+0000
⏳ 1.2 business days
🔧
Status: Tech On Site by Maria Davis Oct 3, 10:53 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
⏱️
5x Labor Added Oct 3, 11:02 PM
Type: Labor, Parts
Status: Open
Qty: 6, 1
💵
▶
2 Expenses Added Oct 3, 11:11 PM
Expenses Added → Status: Completed
✔️
Status: Completed by Maria Davis
From: Tech On Site
To: Completed
Duration in Previous: 21m
🏁
Status: Closed by Maria Davis Oct 3, 11:16 PM
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.1 business days
📄
Status: Ready to Bill by Hannah Shaw Oct 6, 3:32 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 16h
🚨 12.0 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: 21.0 business days (threshold: 2.0 business days)
Exceeded by 19.0 business days
Reschedule
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 11.6 business days (threshold: 1.0 business days)
Exceeded by 10.6 business days

🔗 Related Artifacts

📞
Case 00517106
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Oct 3, 10:00 AM
Created
Aug 7, 11:24 AM
Invoice #
SM-244382

Work Details (6)

Name Type Status Qty Amount Date
WL-02959992 Labor Open 6 $456.00 Oct 3, 11:02 PM
WL-02959993 Parts Open 1 $0.00 Oct 3, 11:02 PM
WL-02959994 Parts Open 1 $0.00 Oct 3, 11:02 PM
WL-02959995 Parts Open 1 $0.00 Oct 3, 11:02 PM
WL-02959996 Parts Open 1 $0.00 Oct 3, 11:02 PM
WL-02960005 Expenses Open 1 $0.00 Oct 3, 11:11 PM

Details