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WO-01298870 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Mary Kay Cosmetics Inc — 2613 Denton Tap Rd, Lewisville TX, 75067

Aug 21, 2025 → Sep 30, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 30, 2025
✓ SLA Met (20 biz days early)
Active: 28 biz days
🕐 Clock stopped: Tech Off Site (Oct 1, 2025)
▶ Clock Running
Status: Created
Aug 21 → Aug 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 21 → Aug 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Aug 21 → Sep 2, 2025
7 business days (counted)
Running total: 7 of ? biz days used
20d
▶ Clock Running
Status: Scheduled
Sep 2 → Sep 30, 2025
20 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 30 → Oct 1, 2025
1 business day (counted)
Running total: 28 of ? biz days used
Created: Aug 21, 2025 Tech Off Site: Oct 1, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 21 → Aug 21 Created ▶ Running 0 0
Aug 21 → Aug 21 Ready for Scheduling ▶ Running 0 0
Aug 21 → Sep 2 Assigned ▶ Running 7 7
Sep 2 → Sep 30 Scheduled ▶ Running 20 27
Sep 30 → Oct 1 Tech On Site ▶ Running 1 28
Dispatch 0.0d
Coordinators 28.2d
Field Work 1.3d
Billing 4.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
28.2 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
4.8 days
Over SLA
Created: Aug 21, 2025 Due: Oct 30, 2025 Completed: Oct 1, 2025 (29 days early)
📅
28.3 days Total Age
⏱️
21.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
28.4d 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 #00520858
6007940912
Closed
28R SYS-LC-1260 Contract ends 01/31/2026 repair included PM G4212B DEAA310201 1260 Diode Array Detector G1329B DEAAC33808 1260 Standard Autosampler G1311B DEAB713590 1260 Quaternary Pump G1316C DEBAC11282 1290 Thermostatted Column Compartment
Priority
High
Origin
Web
Reason
New Case
Contact
Yuan Tang
Owner
Leona Coonrod
Created
Aug 21, 2025
Work Orders from this Case (1)
WO-01298870 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Aug 21, 2025 • Closed: Sep 30, 2025
Completed with significant delays
Invoiced • 195 days old
🚨
Primary Delay 21.0 days stuck in "Scheduled"
⏱️
Total Delay 28.4 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
7.2d / 0.5d SLA
Scheduled
21.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
3.6d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

09/30 Google map was used to calculate zone. MD



Please assign to Maria Davis ARP to site is 219 miles. Zone 5

🔧 Work Performed
09/30/2025 Data acquisition is Chromeleon, Wok computer was used to communicate to the instrument and run tests with LAB Advisor. PM was completed per Agilent. All tests passed. After LC is connected to MK Network and flush with customer's solvents. Customer will run PQ.
⚠️ Problem Description
28R SYS-LC-1260 Contract ends 01/31/2026 repair included PM G4212B DEAA310201 1260 Diode Array Detector G1329B DEAAC33808 1260 Standard Autosampler G1311B DEAB713590 1260 Quaternary Pump G1316C DEBAC11282 1290 Thermostatted Column Compartment
📄 Description
1260 Quaternary Pump
📞 Call Description
OCT 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 21, 8:50 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01298870
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: Maria Davis
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Sep 1, 9:24 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-10-15T15:00:00.000+0000
🚨 20.0 business days
📅
Dispatch Scheduled by Maria Davis Sep 29, 12:24 PM
Scheduled For: 2025-10-02T15:00:00.000+0000
🔧
Status: Tech On Site by Maria Davis Sep 30, 12:16 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 28d 14h
🚗
Status: Tech Off Site by Maria Davis Sep 30, 9:43 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 9h 27m
🔩
7x Parts Added Sep 30, 9:57 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 3, 4.25, 70, 72
⏱️
Labor Added Sep 30, 10:19 PM
Type: Labor
Status: Open
Qty: 3
✔️
▶
2 Status: Completed Sep 30, 10:28 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Maria Davis
From: Completed
To: Closed
Duration in Previous: 3m
📄
Status: Ready to Bill by Hannah Shaw Oct 1, 3:25 PM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 53m
⏳ 4.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 5d 2h
💰
Status: Invoiced by Hannah Shaw Oct 7, 1:54 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 19h 47m
🧾
Invoice Created Oct 7, 3:32 PM
Invoice Number: SM-243053

Bottlenecks

Assigned
Duration: 7.2 business days (threshold: 4.0 business hours)
Exceeded by 6.7 business days
Scheduled
Duration: 21.0 business days (threshold: 2.0 business days)
Exceeded by 19.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Ready to Bill
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days

🔗 Related Artifacts

📞
Case 00520858
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Oct 2, 11:00 AM
Created
Aug 21, 8:51 AM
Invoice #
SM-243053

Work Details (8)

Name Type Status Qty Amount Date
WL-02955386 Parts Open 1 $0.00 Sep 30, 9:57 PM
WL-02955380 Labor Open 3 $0.00 Sep 30, 9:57 PM
WL-02955381 Labor Open 4.25 $456.00 Sep 30, 9:57 PM
WL-02955382 Travel Open 70 $359.00 Sep 30, 9:57 PM
WL-02955383 Travel Open 72 $0.00 Sep 30, 9:57 PM
WL-02955384 Parts Open 1 $0.00 Sep 30, 9:57 PM
WL-02955385 Parts Open 1 $0.00 Sep 30, 9:57 PM
WL-02955434 Labor Open 3 $0.00 Sep 30, 10:19 PM

Details