Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01297710 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD) • Repair • PSM

📍 Johns Hopkins University — 3701 San Martin Dr, Baltimore MD, 21218

Aug 14, 2025 → Sep 9, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (5 biz days late)
Active: 17 biz days
🕐 Clock stopped: Completed (Sep 9, 2025)
▶ Clock Running
Status: Created
Aug 14 → Aug 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
17d
▶ Clock Running
Status: Assigned
Aug 14 → Sep 9, 2025
17 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 17 of ? biz days used
Created: Aug 14, 2025 Completed: Sep 9, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Aug 14 → Aug 14 Created ▶ Running 0 0
Aug 14 → Sep 9 Assigned ▶ Running 17 17
Sep 9 → Sep 9 Tech On Site ▶ Running 0 17
Dispatch 0.0d
Coordinators 18.0d
Field Work 0.1d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
18.0 days
Over SLA
Field Work
0.1 days
Billing
1.0 days
Created: Aug 14, 2025 Due: Sep 14, 2025 Completed: Sep 9, 2025 (5 days early)
📅
18.0 days Total Age
⏱️
18.0d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
20.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 202 days old
🚨
Primary Delay 18.0 days stuck in "Assigned"
⏱️
Total Delay 20.2 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
18.0d / 0.5d SLA
Tech On Site
0.1d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.7d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Replaced display with new. Replaced turbo pump and IDP dry pump with new. Cleaned, reassembled and tested TPS to factory specifications. Installed shipping spacers before packaging.
🔍 Technician Findings
Display was damaged in shipping, Shipping spacers were not used.
⚠️ Problem Description
Approval Note 13.08.2025 15:31:20 PIERCEB Brian Mess approves ____________________ Note 13.08.2025 15:13:28 WF-BATCH Agent: PIERCEB Timestamp: 2025-08-13 14:13:17 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004262. Salesperson - Jim Primm; james.primm@agilent.com; Mobile: 516-375-4864. See attached email
📄 Description
TPS-compact TV84 KF40-115V
📞 Call Description
VPD Bench Overhaul Warranty-TPS

Timeline

📋
▶
3 Work Order Created Aug 14, 11:00 AM
Work Order Created → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kim Pearson
Technician: Shawn Kelley
👷
Status: Assigned by Kim Pearson
From: Entered
To: Assigned
Duration in Previous: 0m
⏳ 2.0 business days
👷
Technician Assigned by MICHAEL MCNAMARA Aug 15, 11:45 AM
Technician: Shawn Kelley
🚨 17.0 business days
🔧
Status: Tech On Site by Shawn Kelley Sep 9, 1:17 PM
From: Assigned
To: Tech On Site
Duration in Previous: 26d 2h
⏱️
▶
3 2x Labor Added Sep 9, 1:54 PM
2x Labor Added → 2x Parts Added → Status: Completed
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Shawn Kelley
From: Tech On Site
To: Completed
Duration in Previous: 41m
🏁
Status: Closed by Shawn Kelley Sep 9, 2:02 PM
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 4.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Sep 14, 7:53 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 17h
⏳ 1.0 business days
📨
▶
2 Status: Invoice Pending Sep 15, 12:55 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Sep 17, 9:25 PM
Invoice Number: SM-240957

Bottlenecks

Assigned
Duration: 18.0 business days (threshold: 4.0 business hours)
Exceeded by 17.5 business days
Closed
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Repair
Branch
ERLA - PROD
Technician
Shawn Kelley
Scheduled
N/A
Created
Aug 14, 11:00 AM
Invoice #
SM-240957

Work Details (4)

Name Type Status Qty Amount Date
WL-02929764 Labor Open 4 $400.00 Sep 9, 1:54 PM
WL-02929765 Parts Open 1 $0.00 Sep 9, 1:55 PM
WL-02929772 Parts Open 1 $0.00 Sep 9, 1:56 PM
WL-02929773 Parts Open 1 $0.00 Sep 9, 1:56 PM

Details