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WO-01296536 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Brenntag Southwest Inc — 704 E Wintergreen Rd, Lancaster TX, 75134

Aug 7, 2025 → Nov 7, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✗ SLA Missed (5 biz days late)
Active: 64 biz days
🕐 Clock stopped: Tech Off Site (Nov 8, 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
31d
▶ Clock Running
Status: Scheduled
Sep 2 → Oct 16, 2025
31 business days (counted)
Running total: 48 of ? biz days used
16d
▶ Clock Running
Status: Reschedule
Oct 16 → Nov 7, 2025
16 business days (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 64 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 8, 2025
0 business days (counted)
Running total: 64 of ? biz days used
Created: Aug 7, 2025 Tech Off Site: Nov 8, 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 → Sep 2 Assigned ▶ Running 17 17
Sep 2 → Oct 16 Scheduled ▶ Running 31 48
Oct 16 → Nov 7 Reschedule ▶ Running 16 64
Nov 7 → Nov 7 Scheduled ▶ Running 0 64
Nov 7 → Nov 8 Tech On Site ▶ Running 0 64
Dispatch 0.0d
Coordinators 66.0d
Field Work 0.9d
Billing 9.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
66.0 days
Over SLA
Field Work
0.9 days
Billing
9.0 days
Over SLA
Created: Aug 7, 2025 Due: Oct 31, 2025 Completed: Nov 8, 2025 (7 days late)
📅
65.0 days Total Age
⏱️
32.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
69.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00517118
6007933927
Closed
28R SYS-GC-7890A-M Contract ends 06/30/2026 repair included PM G3440A US10904009 Agilent 7890A Series GC Custom
Priority
High
Origin
Web
Reason
New Case
Contact
Shaun Benjamin
Owner
Leona Coonrod
Created
Aug 7, 2025
Work Orders from this Case (1)
WO-01296536 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Aug 7, 2025 • Closed: Nov 7, 2025
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 32.0 days stuck in "Scheduled"
⏱️
Total Delay 69.5 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
32.0d / 2.0d SLA
Reschedule
16.7d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/10 User Benjamin didn't return emails until last week and service was scheduled for today. Google map was used to calculate zone 2. MD


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 59 miles. Zone 2

🔧 Work Performed
11/07/2025 GC PM was completed per Agilent. All tests passed. Column was installed; method was loaded and stabilized. Customer ran sample.
⚠️ Problem Description
28R SYS-GC-7890A-M Contract ends 06/30/2026 repair included PM G3440A US10904009 Agilent 7890A Series GC Custom
📄 Description
Agilent 7890A Series GC
📞 Call Description
OCT 2025 GC PM

Timeline

📞
▶
4 Case Linked Aug 7, 11:49 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01296536
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, 9:44 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-10T15:00:00.000+0000
🚨 32.0 business days
🔄
Status: Reschedule by Maria Davis Oct 16, 2:03 PM
From: Scheduled
To: Reschedule
Duration in Previous: 44d 16h
🚨 17.0 business days
🗓️
▶
2 Status: Scheduled Nov 7, 11:43 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-11-07T17:00:00.000+0000
🚗
Status: Tech Off Site by Maria Davis Nov 7, 7:21 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 37m
⏱️
4x Labor Added Nov 7, 7:29 PM
Type: Labor, Parts
Status: Open
Qty: 2, 3, 1
🚗
2x Travel Added Nov 7, 7:44 PM
Type: Travel
Status: Open
Qty: 60, 61
✔️
Status: Completed by Maria Davis Nov 7, 7:56 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 34m, 0m
⏳ 1.5 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 11, 3:25 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 19h
⚠️ 9.0 business days
📨
▶
2 Status: Invoice Pending Nov 24, 6:00 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 8.7 business days
🧾
Invoice Created Dec 8, 5:12 PM
Invoice Number: 247473

Bottlenecks

Assigned
Duration: 17.2 business days (threshold: 4.0 business hours)
Exceeded by 16.7 business days
Scheduled
Duration: 32.0 business days (threshold: 2.0 business days)
Exceeded by 30.0 business days
Reschedule
Duration: 16.7 business days (threshold: 2.0 business days)
Exceeded by 14.7 business days
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00517118
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Nov 7, 12:00 PM
Created
Aug 7, 11:52 AM
Invoice #
247473

Work Details (6)

Name Type Status Qty Amount Date
WL-03000706 Labor Open 2 $0.00 Nov 7, 7:29 PM
WL-03000707 Labor Open 3 $285.00 Nov 7, 7:29 PM
WL-03000708 Labor Open 2 $0.00 Nov 7, 7:29 PM
WL-03000709 Parts Open 1 $0.00 Nov 7, 7:29 PM
WL-03000714 Travel Open 60 $359.00 Nov 7, 7:44 PM
WL-03000715 Travel Open 61 $0.00 Nov 7, 7:44 PM

Details