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WO-01298138 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Exelixis Inc — 1851 Harbor Bay Pkwy, Alameda CA, 94502

Aug 18, 2025 → Oct 9, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (15 biz days early)
Active: 37 biz days
🕐 Clock stopped: Completed (Oct 9, 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
35d
▶ Clock Running
Status: Scheduled
Aug 20 → Oct 9, 2025
35 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 37 of ? biz days used
Created: Aug 18, 2025 Completed: Oct 9, 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 9 Scheduled ▶ Running 35 37
Oct 9 → Oct 9 Tech On Site ▶ Running 0 37
Dispatch 0.0d
Coordinators 38.8d
Field Work 0.8d
Billing 7.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
38.8 days
Over SLA
Field Work
0.8 days
Billing
7.4 days
Over SLA
Created: Aug 18, 2025 Due: Oct 31, 2025 Completed: Oct 9, 2025 (22 days early)
📅
38.0 days Total Age
⏱️
35.8d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
43.0d 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 #00519761
6007875338
Closed
38R SYS-LC-1260II Contract ends 10/08/2025 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. G7116A DEAEM13425 1260 Infinity II Multicolumn Thermostat G7129A DEAEQ62905 1260 Infinity II Vialsampler G4761A DEBDS01829 Upgrade InfinityLab Sample Thermostat G7112B DEAGO08736 1260 Infinity II Binary Pump G7117C DEAEK13216 1260 Infinity II Diode Array Detector HS
Priority
High
Origin
Web
Reason
New Case
Contact
Shaogang Li
Owner
Leona Coonrod
Created
Aug 18, 2025
Work Orders from this Case (1)
WO-01298138 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Aug 18, 2025 • Closed: Oct 9, 2025
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 35.8 days stuck in "Scheduled"
⏱️
Total Delay 43.0 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
35.8d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
7.3d / 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 the onsite.


18 Aug 2025 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 26 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
38R SYS-LC-1260II Contract ends 10/08/2025 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. G7116A DEAEM13425 1260 Infinity II Multicolumn Thermostat G7129A DEAEQ62905 1260 Infinity II Vialsampler G4761A DEBDS01829 Upgrade InfinityLab Sample Thermostat G7112B DEAGO08736 1260 Infinity II Binary Pump G7117C DEAEK13216 1260 Infinity II Diode Array Detector HS
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
OCT 2025 LC PMPLUS

Timeline

📞
▶
4 Case Linked Aug 18, 11:01 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01298138
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, 1:30 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-10-09T12:00:00.000+0000
🚨 36.0 business days
🔧
Status: Tech On Site by Larry Alberty Oct 9, 10:54 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 49d 21h
🔩
▶
4 5x Parts Added Oct 9, 5:07 PM
5x Parts Added → 3x Labor Added → Status: Completed → Status: Closed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 4, 1
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 6h 15m
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 1.9 business days
📄
Status: Ready to Bill by Hannah Shaw Oct 10, 5:14 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
⚠️ 7.8 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, 12:22 PM
Invoice Number: SM-244382

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 35.8 business days (threshold: 2.0 business days)
Exceeded by 33.8 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours
Ready to Bill
Duration: 7.3 business days (threshold: 1.0 business days)
Exceeded by 6.3 business days

🔗 Related Artifacts

📞
Case 00519761
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Oct 9, 8:00 AM
Created
Aug 18, 11:01 AM
Invoice #
SM-244382

Work Details (8)

Name Type Status Qty Amount Date
WL-02965486 Parts Open 1 $0.00 Oct 9, 5:07 PM
WL-02965483 Travel Open 30 $0.00 Oct 9, 5:07 PM
WL-02965484 Parts Open 1 $0.00 Oct 9, 5:07 PM
WL-02965485 Parts Open 1 $0.00 Oct 9, 5:07 PM
WL-02965482 Travel Open 30 $180.00 Oct 9, 5:07 PM
WL-02965495 Labor Open 4 $456.00 Oct 9, 5:09 PM
WL-02965496 Labor Open 1 $0.00 Oct 9, 5:09 PM
WL-02965494 Labor Open 1 $0.00 Oct 9, 5:09 PM

Details