Work Order 360 View
Detailed work order timeline, KPIs, and analysis
PC
SLA Clock
Per client agreement · Target: Aug 13, 2025
✗ SLA Missed (42 biz days late)
🕐 Clock stopped: Tech Off Site (Oct 14, 2025)
▶ Clock Running
Status: Created
Aug 12 → Aug 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 12 → Aug 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
8d
▶ Clock Running
Status: Assigned
Aug 12 → Aug 22, 2025
8 business days (counted)
Running total: 8 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 2, 2025
6 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 14 of ? biz days used
4d
▶ Clock Running
Status: Reschedule
Sep 2 → Sep 8, 2025
4 business days (counted)
Running total: 18 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Sep 8 → Oct 1, 2025
17 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Reschedule
Oct 1 → Oct 5, 2025
2 business days (counted)
Running total: 37 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Oct 5 → Oct 14, 2025
6 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 43 of ? biz days used
Created: Aug 12, 2025
Tech Off Site: Oct 14, 2025
Show SLA Clock Detail (12 periods)
Period
Status
Clock
Biz Days
Running Total
Aug 12 → Aug 12
Created
▶ Running
0
0
Aug 12 → Aug 12
Ready for Scheduling
▶ Running
0
0
Aug 12 → Aug 22
Assigned
▶ Running
8
8
Aug 22 → Sep 2
Scheduled
▶ Running
6
14
Sep 2 → Sep 2
Tech On Site
▶ Running
0
14
Sep 2 → Sep 2
Tech Off Site
▶ Running
0
14
Sep 2 → Sep 2
Scheduled
▶ Running
0
14
Sep 2 → Sep 8
Reschedule
▶ Running
4
18
Sep 8 → Oct 1
Scheduled
▶ Running
17
35
Oct 1 → Oct 5
Reschedule
▶ Running
2
37
Oct 5 → Oct 14
Scheduled
▶ Running
6
43
Oct 14 → Oct 14
Tech On Site
▶ Running
0
43
Coordinators Over SLA
Billing Over SLA
Created: Aug 12, 2025
Due: Aug 13, 2025
Completed: Oct 14, 2025 (61 days late)
⏱️
17.3d in Scheduled
Longest Stage
🔄
15 transitions
Status Changes
⚠️
39.5d over
Total Delay
📦
0 orders, 0 quotes
Parts & Quotes
👤
Self-Scheduled
Scheduling
🔄
2 On-Site Visits
(2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1
Sep 2, 2025
Visit 2
Oct 14, 2025
AI Analysis
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Generating AI analysis...
🎫
Case #00518377
6007995420
Closed
28R
SYS-GC-7890
Repair
OTS GC firmware updates with qualificati
Contact
Gilbert Villarreal
🚨
Primary Delay
17.3 days stuck in "Scheduled"
⏱️
Total Delay
39.5 business days over SLA thresholds
SLA vs Actual Time by Status
Scheduled
30.3d
/ 2.0d SLA
Tech On Site
1.4d
/ 1.0d SLA
Tech Off Site
0.7d
/ 2.0d SLA
Reschedule
7.1d
/ 2.0d SLA
Ready to Bill
5.8d
/ 1.0d SLA
Invoice Pending
0.0d
/ 2.0d SLA
💬 Activities, Notes & Communications
📝 WO Notes (5)
📅 Events (1)
🔒
Internal CSA Notes
TRAVEL 10/14 ON WO-01297292
JGutierrez 10/01/2025 - We were successful in updating the firmware for one of the customer's older systems. Now waiting to see if customer has any troubles controlling their instruments. JGutierrez 09/19/2025 - Customer is waiting for a response from an admin who is on PTO. Once the admin is back, customer will give me a good date for me to come on site.
JGutierrez 09/02/2025 - Trial run was unsuccessful since old 6890 GC likely has a bad network card. Customer stated next visit will have to be in October . JGutierrez 08/21/2025 - Customer is okay with updating the firmware for one of the GCs in their lab as a trial to see if the firmware update doesn't cause issues controlling the GC with their Empower software. JGutierrez 08/19/2025 - Was asked to pause scheduling actions for now per Agilent DM. Agilent SOs may be taken back to be reassigned to an FSE who is Empower trained. Please assign to Jose Gutierrez ARP to site is 164 miles. Zone 4
🔧
Work Performed
Updated 7890B GC firmware revision from B.02.5 to B.02.7.0.128. Updated firmware revision of ALS towers from
from 11.02 to 11.07; subsequently performed ALS alignment. After updates, customer verified that they could
properly control their instruments using their acquisition software.
⚠️
Problem Description
28R
SYS-GC-7890
Repair
OTS GC firmware updates with qualificati
📄
Description
Agilent 7890B Series GC Custom
📞
Call Description
AUG 2025 GC REPAIR
📅
WO-01297317 - Repair - G3440B - BISHOP - BASF Corp
Oct 14, 2025 10:00am – 1:00pm
Work Order: WO-01297317
Account: AGILENT TECHNOLOGIES (ASP)
Customer Case Number: 6007995420
Location: BASF Corp
Address: 5738 County Road 4 / BISHOP TX 7834, BISHOP, TX 78343
Manufacturer:
Model #: G3440B
Serial #: US19153029
Contact Name: Gilbert Villarreal
Contact Phone: 361-584-1898
Contact Ema
Timeline
📞
📋
Work Order:
WO-01297317
Type:
Repair
Priority:
PC
📅
From:
Entered, Ready for Scheduling
To:
Ready for Scheduling, Assigned
Duration in Previous:
0m
👷
Technician:
a0h8Y00000JjDuFQAV, Jose Gutierrez
📅
🗓️
From:
Assigned
To:
Scheduled
Duration in Previous:
9d 5h
🔧
From:
Scheduled
To:
Tech On Site
Duration in Previous:
11d 14h
🚗
From:
Tech On Site
To:
Tech Off Site
Duration in Previous:
4h 13m
⏱️
🚗
Type:
Travel
Status:
Open
Qty:
164
🗓️
📅
Scheduled For:
2025-10-01T15:00:00.000+0000
🔄
From:
Scheduled
To:
Reschedule
Duration in Previous:
6m
🗓️
📅
Scheduled For:
2025-10-01T14:00:00.000+0000
🔄
From:
Scheduled
To:
Reschedule
Duration in Previous:
22d 17h
📅
🗓️
From:
Reschedule
To:
Scheduled
Duration in Previous:
4d 1h
🔧
From:
Scheduled
To:
Tech On Site
Duration in Previous:
8d 23h
🚗
⏱️
Type:
Labor
Status:
Open
Qty:
0.5
✔️
From:
Tech Off Site, Completed
To:
Completed, Closed
Duration in Previous:
1h 21m, 0m
📄
From:
Closed
To:
Ready to Bill
Duration in Previous:
17h 56m
📨
💰
From:
Invoice Pending
To:
Invoiced
Duration in Previous:
2m
🧾
Invoice Number:
SM-244382
Bottlenecks
Assigned
Duration: 7.7 business days (threshold: 4.0 business hours)
Exceeded by 7.2 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Reschedule
Duration: 4.1 business days (threshold: 2.0 business days)
Exceeded by 2.1 business days
Scheduled
Duration: 17.3 business days (threshold: 2.0 business days)
Exceeded by 15.3 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours
Ready to Bill
Duration: 5.8 business days (threshold: 1.0 business days)
Exceeded by 4.8 business days
ℹ️ Work Order Details
Technician
Jose Gutierrez
Scheduled
Oct 14, 10:00 AM
Work Details (6)
Name
Type
Status
Qty
Amount
Date
WL-02922750
Labor
Open
2.25
$0.00
Sep 2, 6:51 PM
WL-02922751
Labor
Open
4
$456.00
Sep 2, 6:51 PM
WL-02922752
Labor
Open
2.5
$0.00
Sep 2, 6:51 PM
WL-02922759
Travel
Open
164
$718.00
Sep 2, 6:54 PM
WL-02922760
Travel
Open
164
$0.00
Sep 2, 6:54 PM
WL-02970529
Labor
Open
0.5
$57.00
Oct 14, 6:30 PM