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WO-01296567 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Aug 7, 2025 → Oct 3, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (19 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
38d
▶ Clock Running
Status: Assigned
Aug 7 → Oct 1, 2025
38 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 1 → Oct 4, 2025
2 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 (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 → Oct 1 Assigned ▶ Running 38 38
Oct 1 → Oct 4 Scheduled ▶ Running 2 40
Oct 4 → Oct 4 Tech On Site ▶ Running 0 40
Dispatch 0.0d
Coordinators 41.1d
Billing 11.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
41.1 days
Over SLA
Billing
11.6 days
Over SLA
Created: Aug 7, 2025 Due: Oct 31, 2025 Completed: Oct 4, 2025 (27 days early)
📅
40.8 days Total Age
⏱️
38.1d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
49.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Maria Davis — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 2, 2025
Visit 2 Oct 3, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00517203
6007940300
Closed
28R SYS-LC-1260 Contract ends 01/31/2026 repair included PM PM only - customer supplies the UV lamp G4212B DEAA305520 1260 Diode Array Detector G1329B DEAAC20129 1260 Standard Autosampler G1316C DEBAC06660 1290 Thermostatted Column Compartment G1322A JPAAJ82069 1260 Standard Degasser G1312B DEACB05785 1260 Binary Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Kevin Greene
Owner
Leona Coonrod
Created
Aug 7, 2025
Work Orders from this Case (1)
WO-01296567 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Aug 7, 2025 • Closed: Oct 3, 2025
Completed with significant delays
Invoiced • 209 days old
🚨
Primary Delay 38.1 days stuck in "Assigned"
⏱️
Total Delay 49.2 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
38.1d / 0.5d SLA
Scheduled
3.0d / 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 Google map was used to calculate zone 2. MD


10/02 2ns call of today. Travel, mileage and zone are on WO-01296529. 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. Elasticity Calibration (90 min) was performed, the first time was aborted by the system and was flushed thoroughly with H2O . All tests passed. After customer was able to communicate with LC in Chromeleon. 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.
⚠️ Problem Description
28R SYS-LC-1260 Contract ends 01/31/2026 repair included PM PM only - customer supplies the UV lamp G4212B DEAA305520 1260 Diode Array Detector G1329B DEAAC20129 1260 Standard Autosampler G1316C DEBAC06660 1290 Thermostatted Column Compartment G1322A JPAAJ82069 1260 Standard Degasser G1312B DEACB05785 1260 Binary Pump
📄 Description
LC 1260 System
📞 Call Description
OCT 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 7, 1:53 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01296567
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
🚨 38.0 business days
🗓️
▶
3 Status: Scheduled Sep 30, 10:40 PM
Status: Scheduled → Dispatch Scheduled → 4x Parts Added
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-02T14:00:00.000+0000
🔩
4x Parts Added
Type: Parts
Status: Open
Qty: 1
⏳ 3.2 business days
🔧
Status: Tech On Site by Maria Davis Oct 3, 10:18 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 23h
⏱️
7x Labor Added Oct 3, 10:32 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 3, 1, 69, 68
✔️
Status: Completed by Maria Davis Oct 3, 10:52 PM
From: Tech On Site
To: Completed
Duration in Previous: 33m
🏁
Status: Closed by Maria Davis Oct 3, 11:49 PM
From: Completed
To: Closed
Duration in Previous: 57m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Oct 6, 3:19 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 15h
🚨 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: 38.1 business days (threshold: 4.0 business hours)
Exceeded by 37.6 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 11.6 business days (threshold: 1.0 business days)
Exceeded by 10.6 business days

🔗 Related Artifacts

📞
Case 00517203
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Oct 2, 10:00 AM
Created
Aug 7, 1:53 PM
Invoice #
SM-244382

Work Details (11)

Name Type Status Qty Amount Date
WL-02955482 Parts Open 1 $0.00 Sep 30, 10:42 PM
WL-02955483 Parts Open 1 $0.00 Sep 30, 10:42 PM
WL-02955484 Parts Open 1 $0.00 Sep 30, 10:42 PM
WL-02955485 Parts Open 1 $0.00 Sep 30, 10:42 PM
WL-02959955 Labor Open 3 $0.00 Oct 3, 10:32 PM
WL-02959956 Labor Open 3 $0.00 Oct 3, 10:32 PM
WL-02959957 Labor Open 3 $456.00 Oct 3, 10:32 PM
WL-02959958 Labor Open 3 $0.00 Oct 3, 10:32 PM
WL-02959959 Expenses Open 1 $0.00 Oct 3, 10:32 PM
WL-02959960 Travel Open 69 $359.00 Oct 3, 10:32 PM
WL-02959961 Travel Open 68 $0.00 Oct 3, 10:32 PM

Details