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WO-01298136 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 ATUM Inc — 37950 Central Ct, Newark CA, 94560

Aug 18, 2025 → Oct 17, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (10 biz days early)
Active: 42 biz days
🕐 Clock stopped: Completed (Oct 17, 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
40d
▶ Clock Running
Status: Scheduled
Aug 20 → Oct 17, 2025
40 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 42 of ? biz days used
Created: Aug 18, 2025 Completed: Oct 17, 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 → Oct 17 Scheduled ▶ Running 40 42
Oct 17 → Oct 17 Tech On Site ▶ Running 0 42
Dispatch 0.0d
Coordinators 44.0d
Field Work 0.6d
Billing 16.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
44.0 days
Over SLA
Field Work
0.6 days
Billing
16.6 days
Over SLA
Created: Aug 18, 2025 Due: Oct 31, 2025 Completed: Oct 17, 2025 (14 days early)
📅
43.0 days Total Age
⏱️
41.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
57.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00519756
6007911981
Closed
38R SYS-LC-1260II Contract ends 07/17/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G7115A DEAC619775 1260 Infinity II Diode Array Detector WR G5654A DEAGH01787 1260 Infinity II Bio-inert Pump G7116A DEAEM10863 1260 Infinity II Multicolumn Thermostat G5668A DEAGJ00504 1260 Infinity II Bio-inert Multisampler
Priority
High
Origin
Web
Reason
New Case
Contact
Vanessa Huang
Owner
Leona Coonrod
Created
Aug 18, 2025
Work Orders from this Case (1)
WO-01298136 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Aug 18, 2025 • Closed: Oct 17, 2025
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 41.0 days stuck in "Scheduled"
⏱️
Total Delay 57.1 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
41.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.0d / 1.0d SLA
Ready to Bill
16.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

20 Aug 2025 Larry Alberty

Second attempt to schedule.


18 Aug 2025 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 6 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
38R SYS-LC-1260II Contract ends 07/17/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G7115A DEAC619775 1260 Infinity II Diode Array Detector WR G5654A DEAGH01787 1260 Infinity II Bio-inert Pump G7116A DEAEM10863 1260 Infinity II Multicolumn Thermostat G5668A DEAGJ00504 1260 Infinity II Bio-inert Multisampler
📄 Description
1260 Infinity II Bio-inert Pump
📞 Call Description
OCT 2025 LC PMPLUS

Timeline

📞
▶
4 Case Linked Aug 18, 10:54 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01298136
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: Larry Alberty
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Aug 20, 11:36 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-10-17T13:00:00.000+0000
🚨 41.0 business days
🔧
Status: Tech On Site by Larry Alberty Oct 17, 10:12 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 57d 22h
⏱️
▶
3 8x Labor Added Oct 17, 3:04 PM
8x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 4h 53m
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Hannah Shaw Oct 17, 3:20 PM
From: Closed
To: Ready to Bill
Duration in Previous: 12m
🚨 17.0 business days
📨
▶
2 Status: Invoice Pending Nov 10, 3:46 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Nov 10, 4:38 PM
Invoice Number: SM-246148

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 41.0 business days (threshold: 2.0 business days)
Exceeded by 39.0 business days
Ready to Bill
Duration: 16.6 business days (threshold: 1.0 business days)
Exceeded by 15.6 business days

🔗 Related Artifacts

📞
Case 00519756
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Oct 17, 9:00 AM
Created
Aug 18, 10:55 AM
Invoice #
SM-246148

Work Details (8)

Name Type Status Qty Amount Date
WL-02974928 Labor Open 4 $456.00 Oct 17, 3:04 PM
WL-02974929 Labor Open 1 $0.00 Oct 17, 3:04 PM
WL-02974930 Labor Open 1 $0.00 Oct 17, 3:04 PM
WL-02974931 Travel Open 20 $180.00 Oct 17, 3:04 PM
WL-02974932 Travel Open 20 $0.00 Oct 17, 3:04 PM
WL-02974933 Parts Open 1 $0.00 Oct 17, 3:04 PM
WL-02974934 Parts Open 1 $0.00 Oct 17, 3:04 PM
WL-02974935 Parts Open 1 $0.00 Oct 17, 3:04 PM

Details