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WO-01298260 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Protagonist Therapeutics Inc — 7707 Gateway Blvd Ste 140, Newark CA, 94560

Aug 18, 2025 → Nov 4, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (15 biz days early)
Active: 54 biz days
🕐 Clock stopped: Completed (Nov 4, 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
48d
▶ Clock Running
Status: Scheduled
Aug 26 → Nov 4, 2025
48 business days (counted)
Running total: 54 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 54 of ? biz days used
Created: Aug 18, 2025 Completed: Nov 4, 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 4 Scheduled ▶ Running 48 54
Nov 4 → Nov 4 Tech On Site ▶ Running 0 54
Dispatch 0.0d
Coordinators 55.1d
Field Work 0.6d
Billing 9.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
55.1 days
Over SLA
Field Work
0.6 days
Billing
9.0 days
Over SLA
Created: Aug 18, 2025 Due: Nov 30, 2025 Completed: Nov 4, 2025 (26 days early)
📅
54.5 days Total Age
⏱️
48.6d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
64.0d 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 #00519949
6007946902
Closed
28R SYS-LC-1290II Contract ends 05/31/2026 repair included PM G7120AR DEBA201943 Agil Cert Pre-owned 1290 Inf. II HS Pump G7116BR DEBA403890 Agilent Cert. Pre-own 1290 Inf. II MCT. G7115A DEAC610890 1260 Infinity II Diode Array Detector WR G4761A DEBBP42511 Upgrade InfinityLab Sample Thermostat G7129BR DEBA903625 Agil Cert Pre-own 1290 Inf. II V Sampler
Priority
High
Origin
PM
Reason
New Case
Contact
Bill Duffield
Owner
Leona Coonrod
Created
Aug 18, 2025
Work Orders from this Case (1)
WO-01298260 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Aug 18, 2025 • Closed: Nov 4, 2025
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 48.6 days stuck in "Scheduled"
⏱️
Total Delay 64.0 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
6.5d / 0.5d SLA
Scheduled
48.6d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Closed
4.4d / 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 to location for scheduling the onsite visit.


Please assign to Larry Alberty ARP to site is 10 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
28R SYS-LC-1290II Contract ends 05/31/2026 repair included PM G7120AR DEBA201943 Agil Cert Pre-owned 1290 Inf. II HS Pump G7116BR DEBA403890 Agilent Cert. Pre-own 1290 Inf. II MCT. G7115A DEAC610890 1260 Infinity II Diode Array Detector WR G4761A DEBBP42511 Upgrade InfinityLab Sample Thermostat G7129BR DEBA903625 Agil Cert Pre-own 1290 Inf. II V Sampler
📄 Description
Agil Cert Pre-owned 1290 Inf. II HS Pump
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 18, 3:54 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01298260
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
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Aug 26, 3:01 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-11-04T14:00:00.000+0000
🚨 49.0 business days
🚗
4x Travel Added Nov 4, 9:09 AM
Type: Travel, Parts
Status: Open
Qty: 10
🔧
Status: Tech On Site by Larry Alberty Nov 4, 11:10 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 69d 21h
⏱️
▶
2 3x Labor Added Nov 4, 4:05 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 56m, 0m
⏳ 5.0 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 11, 2:58 PM
From: Closed
To: Ready to Bill
Duration in Previous: 6d 22h
⚠️ 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: 6.5 business days (threshold: 4.0 business hours)
Exceeded by 6.0 business days
Scheduled
Duration: 48.6 business days (threshold: 2.0 business days)
Exceeded by 46.6 business days
Closed
Duration: 4.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business days
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00519949
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Nov 4, 9:00 AM
Created
Aug 18, 3:56 PM
Invoice #
247473

Work Details (7)

Name Type Status Qty Amount Date
WL-02995351 Travel Open 10 $180.00 Nov 4, 9:09 AM
WL-02995352 Travel Open 10 $0.00 Nov 4, 9:09 AM
WL-02995353 Parts Open 1 $0.00 Nov 4, 9:09 AM
WL-02995354 Parts Open 1 $0.00 Nov 4, 9:09 AM
WL-02995963 Labor Open 1 $0.00 Nov 4, 4:05 PM
WL-02995964 Labor Open 4 $456.00 Nov 4, 4:05 PM
WL-02995965 Labor Open 1 $0.00 Nov 4, 4:05 PM

Details