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WO-01298229 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

📍 Thermo Fisher Scientific Inc — 6065 Sunol Blvd, Pleasanton CA, 94566

Aug 18, 2025 → Nov 7, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (12 biz days early)
Active: 57 biz days
🕐 Clock stopped: Completed (Nov 7, 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
6d
▶ Clock Running
Status: Assigned
Aug 18 → Aug 26, 2025
6 business days (counted)
Running total: 6 of ? biz days used
51d
▶ Clock Running
Status: Scheduled
Aug 26 → Nov 7, 2025
51 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 57 of ? biz days used
Created: Aug 18, 2025 Completed: Nov 7, 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 26 Assigned ▶ Running 6 6
Aug 26 → Nov 7 Scheduled ▶ Running 51 57
Nov 7 → Nov 7 Tech On Site ▶ Running 0 57
Dispatch 0.0d
Coordinators 58.2d
Field Work 0.9d
Billing 9.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
58.2 days
Over SLA
Field Work
0.9 days
Billing
9.0 days
Over SLA
Created: Aug 18, 2025 Due: Nov 30, 2025 Completed: Nov 7, 2025 (23 days early)
📅
57.7 days Total Age
⏱️
51.6d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
63.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00519911
6007944788
Closed
28R SYS-LC-1200-E Contract ends 12/31/2025 repair included PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours.  Always have techs order a lamp if they have an OQ with the PM. G1321A DE90959335 1200 Series Fluorescence Detector G1315D-B DE64261900 1200 Series Diode Array Detector G1316A-B DE90377035 1200 Thermostatted Column Compartment 1329A DE64774310 1200 Series Standard Autosampler G1322A-B JP93571747 1200 Vacuum Degasser G1311A-B DE62971673 1200 Series Quaternary Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Sherra Lee
Owner
Leona Coonrod
Created
Aug 18, 2025
Work Orders from this Case (2)
WO-01298228 Invoiced
Preventive Maintenance • Larry Alberty
Created: Aug 18, 2025 • Closed: Nov 6, 2025
WO-01298229 (current) Invoiced
EOQ • Larry Alberty
Created: Aug 18, 2025 • Closed: Nov 7, 2025
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 51.6 days stuck in "Scheduled"
⏱️
Total Delay 63.8 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
6.7d / 0.5d SLA
Scheduled
51.6d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

26 Aug 2025 Larry Alberty

Reached out again second try.


22 Aug 2025 Larry Alberty

Reached out for scheduling the onsite visit.


Please assign to Larry Alberty ARP to site is 13 miles. Zone 1

🔧 Work Performed
Completed LC EOQ.
⚠️ Problem Description
28R SYS-LC-1200-E Contract ends 12/31/2025 repair included PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours.  Always have techs order a lamp if they have an OQ with the PM. G1321A DE90959335 1200 Series Fluorescence Detector G1315D-B DE64261900 1200 Series Diode Array Detector G1316A-B DE90377035 1200 Thermostatted Column Compartment 1329A DE64774310 1200 Series Standard Autosampler G1322A-B JP93571747 1200 Vacuum Degasser G1311A-B DE62971673 1200 Series Quaternary Pump
📄 Description
LC 1200 System Enhanced LC Features
📞 Call Description
NOV 2025 LC EOQ

Timeline

📞
▶
4 Case Linked Aug 18, 2:40 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01298229
Type: EOQ
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
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Aug 26, 3:27 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-11-07T14:00:00.000+0000
🚨 52.0 business days
🔧
Status: Tech On Site by Larry Alberty Nov 7, 11:34 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 72d 21h
⏱️
5x Labor Added Nov 7, 5:50 PM
Type: Labor, Travel
Status: Open
Qty: 1, 7, 20
✔️
Status: Completed by Larry Alberty Nov 7, 6:24 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6h 50m
⏳ 1.7 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 11, 3:15 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 20h
⚠️ 9.0 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: 6.7 business days (threshold: 4.0 business hours)
Exceeded by 6.2 business days
Scheduled
Duration: 51.6 business days (threshold: 2.0 business days)
Exceeded by 49.6 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00519911
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Larry Alberty
Scheduled
Nov 7, 9:00 AM
Created
Aug 18, 2:42 PM
Invoice #
247473

Work Details (5)

Name Type Status Qty Amount Date
WL-03000498 Labor Open 1 $0.00 Nov 7, 5:50 PM
WL-03000499 Labor Open 7 $912.00 Nov 7, 5:50 PM
WL-03000500 Labor Open 1 $0.00 Nov 7, 5:50 PM
WL-03000501 Travel Open 20 $180.00 Nov 7, 5:50 PM
WL-03000502 Travel Open 20 $0.00 Nov 7, 5:50 PM

Details