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WO-01298088 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Threshold Enterprises Ltd Inc — 51 Old El Pueblo Rd, Scotts Valley CA, 95066

Aug 18, 2025 → Sep 29, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (23 biz days early)
Active: 29 biz days
🕐 Clock stopped: Completed (Sep 29, 2025)
▶ Clock Running
Status: Created
Aug 18 → Aug 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 18 → Aug 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 18 → Aug 20, 2025
2 business days (counted)
Running total: 2 of ? biz days used
27d
▶ Clock Running
Status: Scheduled
Aug 20 → Sep 29, 2025
27 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 29 of ? biz days used
Created: Aug 18, 2025 Completed: Sep 29, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 18 → Aug 18 Created ▶ Running 0 0
Aug 18 → Aug 18 Ready for Scheduling ▶ Running 0 0
Aug 18 → Aug 20 Assigned ▶ Running 2 2
Aug 20 → Sep 29 Scheduled ▶ Running 27 29
Sep 29 → Sep 29 Tech On Site ▶ Running 0 29
Dispatch 0.0d
Coordinators 31.0d
Field Work 1.0d
Billing 5.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
31.0 days
Over SLA
Field Work
1.0 days
Billing
5.8 days
Over SLA
Created: Aug 18, 2025 Due: Oct 31, 2025 Completed: Sep 29, 2025 (32 days early)
📅
30.0 days Total Age
⏱️
28.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
32.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00519690
6007873283
Closed
38U SYS-GC-7890 Contract ends 12/31/2025 repair included PM / EOQ G4513A CN18330151 7693A Autoinjector G4514A CN18130012 7693A Tray, 150 Vial G3440B US18413059 Agilent 7890B Series GC Custom
Priority
High
Origin
Web
Reason
New Case
Contact
Amber Cook
Owner
Leona Coonrod
Created
Aug 18, 2025
Work Orders from this Case (2)
WO-01298088 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Aug 18, 2025 • Closed: Sep 29, 2025
WO-01298089 Invoiced
EOQ • Larry Alberty
Created: Aug 18, 2025 • Closed: Sep 30, 2025
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 28.0 days stuck in "Scheduled"
⏱️
Total Delay 32.1 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
3.0d / 0.5d SLA
Scheduled
28.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
4.5d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

29 Aug 2025 Larry Alberty

Customer asked for the onsite visit to be sooner. Rescheduled from October 22nd to September 29th.


20 Aug 2025 Larry Alberty

Second attempt to schedule


18 Aug 2025 Larry Alberty

Reached out for scheduling the onsite.


Please assign to Larry Alberty ARP to site is 38 miles. Zone 1

🔧 Work Performed
Performed GC PM.
⚠️ Problem Description
38U SYS-GC-7890 Contract ends 12/31/2025 repair included PM / EOQ G4513A CN18330151 7693A Autoinjector G4514A CN18130012 7693A Tray, 150 Vial G3440B US18413059 Agilent 7890B Series GC Custom
📄 Description
Agilent 7890B Series GC Custom
📞 Call Description
OCT 2025 GC PM

Timeline

📞
▶
4 Case Linked Aug 18, 9:18 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01298088
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: a0hF0000001pE6KIAU, Larry Alberty
⏳ 3.0 business days
📅
▶
2 Dispatch Scheduled Aug 20, 11:39 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Larry Alberty
From: Assigned
To: Scheduled
Duration in Previous: 2d 2h
⚠️ 8.0 business days
📅
Dispatch Scheduled by Larry Alberty Aug 29, 11:01 AM
Scheduled For: 2025-09-29T12:00:00.000+0000
🚨 21.0 business days
🔧
Status: Tech On Site by Larry Alberty Sep 29, 10:41 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 39d 23h
⏱️
▶
2 7x Labor Added Sep 29, 7:10 PM
7x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 8h 29m, 0m
📄
Status: Ready to Bill by Hannah Shaw Sep 30, 3:44 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 33m
⚠️ 5.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 6d 2h
💰
Status: Invoiced by Hannah Shaw Oct 7, 1:54 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 19h 47m
🧾
Invoice Created Oct 7, 3:32 PM
Invoice Number: SM-243053

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 28.0 business days (threshold: 2.0 business days)
Exceeded by 26.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Ready to Bill
Duration: 4.5 business days (threshold: 1.0 business days)
Exceeded by 3.5 business days

🔗 Related Artifacts

📞
Case 00519690
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Sep 29, 8:00 AM
Created
Aug 18, 9:18 AM
Invoice #
SM-243053

Work Details (7)

Name Type Status Qty Amount Date
WL-02953565 Labor Open 1 $0.00 Sep 29, 7:10 PM
WL-02953566 Labor Open 3 $285.00 Sep 29, 7:10 PM
WL-02953567 Labor Open 1 $0.00 Sep 29, 7:10 PM
WL-02953568 Travel Open 40 $180.00 Sep 29, 7:10 PM
WL-02953569 Travel Open 40 $0.00 Sep 29, 7:10 PM
WL-02953570 Parts Open 1 $0.00 Sep 29, 7:10 PM
WL-02953571 Parts Open 1 $0.00 Sep 29, 7:10 PM

Details