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← WO Overview

WO-01298350 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Arcus Biosciences Inc — 26118 Research Rd, HAYWARD CA, 94545

Aug 19, 2025 → Dec 18, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (8 biz days early)
Active: 82 biz days
🕐 Clock stopped: Completed (Dec 18, 2025)
▶ Clock Running
Status: Created
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Assigned
Aug 19 → Sep 8, 2025
13 business days (counted)
Running total: 13 of ? biz days used
56d
▶ Clock Running
Status: Scheduled
Sep 8 → Dec 1, 2025
56 business days (counted)
Running total: 69 of ? biz days used
▶ Clock Running
Status: Reschedule
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 69 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 18, 2025
13 business days (counted)
Running total: 82 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 82 of ? biz days used
Created: Aug 19, 2025 Completed: Dec 18, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Aug 19 → Aug 19 Created ▶ Running 0 0
Aug 19 → Aug 19 Ready for Scheduling ▶ Running 0 0
Aug 19 → Sep 8 Assigned ▶ Running 13 13
Sep 8 → Dec 1 Scheduled ▶ Running 56 69
Dec 1 → Dec 1 Reschedule ▶ Running 0 69
Dec 1 → Dec 18 Scheduled ▶ Running 13 82
Dec 18 → Dec 18 Tech On Site ▶ Running 0 82
Dispatch 0.0d
Coordinators 84.7d
Field Work 0.9d
Billing 10.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
84.7 days
Over SLA
Field Work
0.9 days
Billing
10.5 days
Over SLA
Created: Aug 19, 2025 Due: Dec 31, 2025 Completed: Dec 18, 2025 (13 days early)
📅
83.0 days Total Age
⏱️
57.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
89.7d 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 #00520103
6007554506
Closed
20C SYS-LC-1290II Contract ends 01/28/2026 repair included PMPLUS G7117A DEBAV03913 1290 Infinity II Diode Array Detector FS G7129B DEBA905789 1290 Infinity II Vialsampler G7120A DEBAY04367 1290 Infinity II High Speed Pump G7116B DEBA408560 1290 Infinity II Multicolumn Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Xiaopeng Yin
Owner
Leona Coonrod
Created
Aug 19, 2025
Work Orders from this Case (1)
WO-01298350 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Aug 19, 2025 • Closed: Dec 18, 2025
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 57.0 days stuck in "Scheduled"
⏱️
Total Delay 89.7 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
14.0d / 0.5d SLA
Scheduled
70.7d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
10.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3 Sep 2025 Larry Alberty

Third attempt to schedule.


29 Aug 2025 Larry Alberty

Reached out again second attempt to schedule the onsite visit.


26 AUG 2025 Larry Ablerty

Reached out to location with proposed onsite visit date.


Please assign to Larry Alberty ARP to site is 15 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
20C SYS-LC-1290II Contract ends 01/28/2026 repair included PMPLUS G7117A DEBAV03913 1290 Infinity II Diode Array Detector FS G7129B DEBA905789 1290 Infinity II Vialsampler G7120A DEBAY04367 1290 Infinity II High Speed Pump G7116B DEBA408560 1290 Infinity II Multicolumn Thermostat
📄 Description
1290 Infinity II High Speed Pump
📞 Call Description
DEC 2025 LC PMPLUS

Timeline

📞
▶
4 Case Linked Aug 19, 9:23 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01298350
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
🚨 14.0 business days
🗓️
▶
2 Status: Scheduled Sep 8, 9:58 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-12-01T14:00:00.000+0000
🚨 57.0 business days
🚗
5x Travel Added Dec 1, 9:55 AM
Type: Travel, Parts
Status: Open
Qty: 20, 1
🔄
Status: Reschedule by Larry Alberty Dec 1, 1:14 PM
From: Scheduled
To: Reschedule
Duration in Previous: 84d 4h
🗓️
▶
2 Status: Scheduled Dec 1, 1:20 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-12-19T13:00:00.000+0000
🚨 14.0 business days
🔧
Status: Tech On Site by Larry Alberty Dec 18, 10:50 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 16d 21h
⏱️
3x Labor Added Dec 18, 10:56 AM
Type: Labor
Status: Open
Qty: 1, 4
✔️
▶
2 Status: Completed Dec 18, 6:13 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Hannah Shaw Dec 19, 3:24 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 9m
🚨 11.0 business days
📨
▶
3 Status: Invoice Pending Jan 6, 4:26 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-250617
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 14.0 business days (threshold: 4.0 business hours)
Exceeded by 13.5 business days
Scheduled
Duration: 57.0 business days (threshold: 2.0 business days)
Exceeded by 55.0 business days
Scheduled
Duration: 13.7 business days (threshold: 2.0 business days)
Exceeded by 11.7 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours
Ready to Bill
Duration: 10.4 business days (threshold: 1.0 business days)
Exceeded by 9.4 business days

🔗 Related Artifacts

📞
Case 00520103
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Dec 19, 8:00 AM
Created
Aug 19, 9:23 AM
Invoice #
SM-250617

Work Details (8)

Name Type Status Qty Amount Date
WL-03022275 Travel Open 20 $180.00 Dec 1, 9:55 AM
WL-03022276 Travel Open 20 $0.00 Dec 1, 9:55 AM
WL-03022277 Parts Open 1 $0.00 Dec 1, 9:55 AM
WL-03022278 Parts Open 1 $0.00 Dec 1, 9:55 AM
WL-03022279 Parts Open 1 $0.00 Dec 1, 9:55 AM
WL-03041810 Labor Open 1 $0.00 Dec 18, 10:56 AM
WL-03041811 Labor Open 4 $456.00 Dec 18, 10:56 AM
WL-03041812 Labor Open 1 $0.00 Dec 18, 10:56 AM

Details