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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01296529 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Aug 7, 2025 → Oct 2, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 30, 2025
✓ SLA Met (18 biz days early)
Active: 40 biz days
🕐 Clock stopped: Tech Off Site (Oct 3, 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: Assigned
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
23d
▶ Clock Running
Status: Scheduled
Sep 2 → Oct 3, 2025
23 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
Created: Aug 7, 2025 Tech Off Site: Oct 3, 2025
Show SLA Clock Detail (7 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 Assigned ▶ Running 0 0
Aug 7 → Aug 7 Ready for Scheduling ▶ Running 0 0
Aug 7 → Sep 2 Assigned ▶ Running 17 17
Sep 2 → Oct 3 Scheduled ▶ Running 23 40
Oct 3 → Oct 3 Tech On Site ▶ Running 0 40
Dispatch 0.0d
Coordinators 40.5d
Field Work 0.0d
Billing 12.1d
✓ SLA Met
Dispatch
0.0 days
Coordinators
40.5 days
Over SLA
Field Work
0.0 days
Billing
12.1 days
Over SLA
Created: Aug 7, 2025 Due: Oct 30, 2025 Completed: Oct 3, 2025 (27 days early)
📅
40.4 days Total Age
⏱️
23.3d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
48.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00517110
6007940301
Closed
28R SYS-LC-1260 Contract ends 01/31/2026 repair included PM PM only - customer supplies the UV lamp G1312B DEACB03178 1260 Binary Pump G1329B DEAAC10050 1260 Standard Autosampler G1316C DEBAC03318 1290 Thermostatted Column Compartment G4212B DEAA302722 1260 Diode Array Detector G1322A-B JP11080155 1200 Vacuum Degasser
Priority
High
Origin
Web
Reason
New Case
Contact
Yuan Tang
Owner
Leona Coonrod
Created
Aug 7, 2025
Work Orders from this Case (1)
WO-01296529 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Aug 7, 2025 • Closed: Oct 2, 2025
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 23.3 days stuck in "Scheduled"
⏱️
Total Delay 48.6 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
17.2d / 0.5d SLA
Scheduled
23.3d / 2.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.0d / 1.0d SLA
Billing Review
0.5d / 2.0d SLA
Ready to Bill
11.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/03 09:11 pm Parts ordered and after working 15 hrs. Finish corrections. mService, duplicated work doing paper work in 2 systems that don't communicate between each other is unpractical and most of the time I absorb the cost. MD


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


10/02 Googles maps was used to calculate zone. MD


Please assign to Maria Davis ARP to site is 56 miles. Zone 2

🔧 Work Performed
10/02/2025 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 tests passed. After customer was able to communicate with LC in Chromeleon.
🔍 Technician Findings
Parts ordered and after working 15 hrs. Finish corrections. mService, duplicated work doing paper work in 2 systems that don't communicate between each other is unpractical and most of the time I absorb the cos
⚠️ Problem Description
28R SYS-LC-1260 Contract ends 01/31/2026 repair included PM PM only - customer supplies the UV lamp G1312B DEACB03178 1260 Binary Pump G1329B DEAAC10050 1260 Standard Autosampler G1316C DEBAC03318 1290 Thermostatted Column Compartment G4212B DEAA302722 1260 Diode Array Detector G1322A-B JP11080155 1200 Vacuum Degasser
📄 Description
LC 1260 System
📞 Call Description
OCT 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 7, 11:32 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01296529
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered, Ready for Scheduling, Assigned
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, 9:19 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-14T15:00:00.000+0000
🚨 21.0 business days
📅
Dispatch Scheduled by Maria Davis Sep 30, 10:38 PM
Scheduled For: 2025-10-03T15:00:00.000+0000
⏳ 2.2 business days
🔧
Status: Tech On Site by Maria Davis Oct 2, 10:32 PM
From: Scheduled, Tech On Site
To: Tech On Site, Tech Off Site
Duration in Previous: 31d 1h, 0m
⏱️
9x Labor Added Oct 2, 10:43 PM
Type: Labor, Travel, Parts
Status: Open
Qty: 3, 6, 67, 68, 1, 2
✔️
Status: Completed by Maria Davis Oct 2, 10:53 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 20m
💵
Status: Billing Review by Hannah Shaw Oct 3, 3:39 PM
From: Closed
To: Billing Review
Duration in Previous: 16h 45m
🏁
Status: Closed by Maria Davis Oct 3, 10:16 PM
From: Billing Review
To: Closed
Duration in Previous: 6h 37m
⏳ 1.2 business days
📄
Status: Ready to Bill by Hannah Shaw Oct 6, 3:16 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 17h
🚨 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: 23.3 business days (threshold: 2.0 business days)
Exceeded by 21.3 business days
Ready to Bill
Duration: 11.6 business days (threshold: 1.0 business days)
Exceeded by 10.6 business days

🔗 Related Artifacts

📞
Case 00517110
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, 11:32 AM
Invoice #
SM-244382

Work Details (9)

Name Type Status Qty Amount Date
WL-02958580 Labor Open 3 $0.00 Oct 2, 10:43 PM
WL-02958581 Labor Open 6 $456.00 Oct 2, 10:43 PM
WL-02958582 Labor Open 3 $0.00 Oct 2, 10:43 PM
WL-02958583 Travel Open 67 $359.00 Oct 2, 10:43 PM
WL-02958584 Travel Open 68 $0.00 Oct 2, 10:43 PM
WL-02958585 Parts Open 1 $0.00 Oct 2, 10:43 PM
WL-02958586 Parts Open 2 $0.00 Oct 2, 10:43 PM
WL-02958587 Parts Open 1 $0.00 Oct 2, 10:43 PM
WL-02958588 Parts Open 1 $0.00 Oct 2, 10:43 PM

Details