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WO-01298162 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Western Digital Technologies Inc — 5601 Great Oaks Pkwy, SAN JOSE CA, 09519

Aug 18, 2025 → Nov 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 26, 2025
✓ SLA Met (11 biz days early)
Active: 58 biz days
🕐 Clock stopped: Completed (Nov 11, 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
5d
▶ Clock Running
Status: Assigned
Aug 18 → Aug 25, 2025
5 business days (counted)
Running total: 5 of ? biz days used
53d
▶ Clock Running
Status: Scheduled
Aug 25 → Nov 11, 2025
53 business days (counted)
Running total: 58 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 58 of ? biz days used
Created: Aug 18, 2025 Completed: Nov 11, 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 25 Assigned ▶ Running 5 5
Aug 25 → Nov 11 Scheduled ▶ Running 53 58
Nov 11 → Nov 11 Tech On Site ▶ Running 0 58
Dispatch 0.0d
Coordinators 59.2d
Billing 8.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
59.2 days
Over SLA
Billing
8.2 days
Over SLA
Created: Aug 18, 2025 Due: Nov 26, 2025 Completed: Nov 11, 2025 (15 days early)
📅
59.0 days Total Age
⏱️
53.2d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
63.9d 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 #00519790
6007873347
Closed
20L SYS-LC-1290II Contract ends 10/31/2025 repair included PM M8550A DEW0664441 Agilent Lab Advisor Advanced Software M8301AA D1E829BF9F OpenLab ChemStation Workstation G7116B DEBA404945 1290 Infinity II Multicolumn Thermostat G7129B DEBA903118 1290 Infinity II Vialsampler G7120A DEBAY02601 1290 Infinity II High Speed Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Nicholas Silaphet
Owner
Leona Coonrod
Created
Aug 18, 2025
Work Orders from this Case (1)
WO-01298162 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Aug 18, 2025 • Closed: Nov 11, 2025
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 53.2 days stuck in "Scheduled"
⏱️
Total Delay 63.9 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
6.0d / 0.5d SLA
Scheduled
53.2d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
8.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/17/25 lcoonrod

per attached email from Agilent, okay to schedule in Nov per customer request. Agilent has not changed the commitment date to Nov in CRM at this time.


15 October 2025 Larry Alberty

Agilent approved the due date change from October to November.


15 OCT 2025 Larry Alberty

Location asking for re-scheduling the onsite visit from October to November. Reached out to Agilent for approval.


20 Aug 2025 Larry Alberty

Location called back letting me know they are on vacation and will reach out "next week".


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 20 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
20L SYS-LC-1290II Contract ends 10/31/2025 repair included PM M8550A DEW0664441 Agilent Lab Advisor Advanced Software M8301AA D1E829BF9F OpenLab ChemStation Workstation G7116B DEBA404945 1290 Infinity II Multicolumn Thermostat G7129B DEBA903118 1290 Infinity II Vialsampler G7120A DEBAY02601 1290 Infinity II High Speed Pump
📄 Description
1290 Infinity II High Speed Pump
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 18, 11:44 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01298162
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
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Aug 25, 6:15 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-10-24T11:00:00.000+0000
🚨 11.7 business days
📅
Dispatch Scheduled by Larry Alberty Sep 10, 7:36 PM
Scheduled For: 2025-10-23T11:00:00.000+0000
🚨 30.5 business days
📅
Dispatch Scheduled by Larry Alberty Oct 23, 11:06 AM
Scheduled For: 2025-10-31T11:00:00.000+0000
📅
Dispatch Scheduled by Larry Alberty Oct 23, 11:41 AM
Scheduled For: 2025-11-11T12:00:00.000+0000
🚨 13.0 business days
🔧
Status: Tech On Site by Larry Alberty Nov 11, 12:09 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 77d 18h
⏱️
▶
3 8x Labor Added Nov 11, 5:07 PM
8x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 4h 58m
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 12, 5:36 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
⚠️ 8.8 business days
📨
▶
2 Status: Invoice Pending Nov 24, 6:00 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 8.7 business days
🧾
Invoice Created Dec 8, 5:12 PM
Invoice Number: 247473

Bottlenecks

Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 53.2 business days (threshold: 2.0 business days)
Exceeded by 51.2 business days
Ready to Bill
Duration: 8.2 business days (threshold: 1.0 business days)
Exceeded by 7.2 business days

🔗 Related Artifacts

📞
Case 00519790
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Nov 11, 7:00 AM
Created
Aug 18, 11:45 AM
Invoice #
247473

Work Details (8)

Name Type Status Qty Amount Date
WL-03003734 Labor Open 1 $0.00 Nov 11, 5:07 PM
WL-03003735 Labor Open 4.5 $456.00 Nov 11, 5:07 PM
WL-03003736 Labor Open 1 $0.00 Nov 11, 5:07 PM
WL-03003737 Travel Open 25 $180.00 Nov 11, 5:07 PM
WL-03003738 Travel Open 25 $0.00 Nov 11, 5:07 PM
WL-03003739 Parts Open 1 $0.00 Nov 11, 5:07 PM
WL-03003740 Parts Open 1 $0.00 Nov 11, 5:07 PM
WL-03003741 Parts Open 0 $0.00 Nov 11, 5:07 PM

Details