Primary Delay12.4 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay7.0 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
Ready for Scheduling
4.0d / 1.0d SLA
Awaiting Parts - Customer
12.4d
Assigned
0.1d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔒Internal CSA Notes
9/11 MOwens Sent email to Brian. He responded back that 9/18-19th work good for him to schedule the repair/PM visit.
9/11 MOwens Called to speak to Brian Little. Left a vm for him to call back to schedule the service visit.
9/10/25 lcoonrod
per email from Wm. George.
All of the parts have arrived to continue with this field service
9/8/25 lcoonrod
parts VSFLDOV and X3815-67000 expected delivery date 9/9/25
part VSFLDDP expected delivery date 9/25/25.
9/1/25 lcoonrod
parts have not shipped yet. No expected date.
8/21/25 lcoonrod Parts have not shipped yet. VSFLDOV VSFLDDP X3815-67000
🔧Work Performed
changed tip seals in rough pump - tightened diaphragm pump - leak down tested - verified with cx
🔍Technician Findings
found unit needing repair - unit not pumping down - failed cal
⚠️Problem Description
Approval Note
08/21/2025 09:36:59 BRIAMESS
Gratis is approved.
Regards,
Brian
____________________
Approval Note
08/21/2025 09:24:05 WIGEORGE
brian mess
____________________
Note
08/21/2025 09:17:50 WF-BATCH
Agent: WIGEORGE Timestamp: 2025-08-21 09:17:42
sales Mike Wyant mike.wyant@agilent.com mobile: 919-753-8802
field repair following 6007771995. Not pumping down
📄Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📧
Email:RE: NCSU Leak Detector Repair/PM
Completed Sep 11, 2025
From: mowens@emsar.com
To: bdlittl2@ncsu.edu
Ok. I will put it on the schedule for Rozier for later next week.
Thanks
Melissa
From: Brian Little <bdlittl2@ncsu.edu>
Sent: Thursday, September 11, 2025 9:37 AM
To: Melissa Owens <mowens@emsar.com>
Subject: Re: NCSU Leak Detector Repair/PM
That works great - I just sent you an email as well.
Thanks!
Brian
On Thu, Sep 11, 2025 at 9:36 AM Melissa Owens <mowens@emsar.com<mailto:mowens@emsar.com>> wrote:
Brian
I received notification yes
📋
Outbound to +19192724984
Completed Sep 11, 2025
Called to speak to Brian Little. Left a vm for him to call back to schedule the service visit.
📅
WO-01298920 - Repair/PM - G8611C - RALEIGH - North Carolina State University
Sep 18, 2025 11:00am – 5:00pm
Work Order: WO-01298920
Account: AGILENT TECHNOLOGIES (VPD-FIELD)
Customer Case Number: 6008023478
Location: North Carolina State University
Address: 2410 Campus Shore Dr, RALEIGH, NC 27695-7531
Manufacturer:
Model #: G8611C
Serial #: MY2139HD10
Contact Name: Brian Little
Contact Phone: (919) 272-4
PDF
HLD Enhanced PM Checklist A.01 (1)
Aug 21, 2025
PDF
HLD PM Checklist A.00 (1)
Aug 21, 2025
PDF
new nc state
Sep 19, 2025
Timeline
📞
Case Linked Aug 21, 9:30 AM
Case Number:00520877
Subject:6008023478
Status:Closed
📋
▶
3
Work Order Created Aug 21, 10:42 AM
Work Order Created → 3x Parts Added → Status: Ready for Scheduling
🔩
3x Parts Added
Type:Parts
Status:Open
Qty:1
📅
Status: Ready for Scheduling by Leona Coonrod
From:Entered
To:Ready for Scheduling
Duration in Previous:1m
⏳2.0 business days
👷
▶
2
Technician Assigned Aug 22, 4:30 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From:Ready for Scheduling, Assigned
To:Assigned, Awaiting Parts - Customer
Duration in Previous:1d 5h, 0m
🚨12.9 business days
📅
Status: Ready for Scheduling by Leona CoonrodSep 10, 8:42 AM
From:Awaiting Parts - Customer
To:Ready for Scheduling
Duration in Previous:18d 16h
⏳2.0 business days
👷
▶
2
Technician Assigned Sep 11, 9:12 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From:Ready for Scheduling
To:Assigned
Duration in Previous:1d 0h
🗓️
▶
2
Status: Scheduled Sep 11, 10:07 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For:2025-09-18T15:00:00.000+0000
⚠️6.0 business days
🔧
Status: Tech On Site by Rozier ColeSep 18, 6:27 PM
From:Scheduled
To:Tech On Site
Duration in Previous:7d 8h
⏱️
▶
2
4x Labor Added Sep 18, 10:23 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Rozier Cole
From:Tech On Site
To:Completed
Duration in Previous:3h 58m
⏱️
▶
2
Labor Added Sep 18, 11:55 PM
Labor Added → Status: Closed
🏁
Status: Closed by Rozier Cole
From:Completed
To:Closed
Duration in Previous:1h 31m
⏳1.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARASep 21, 10:51 AM
From:Closed
To:Ready to Bill
Duration in Previous:2d 10h
⏳2.0 business days
📨
▶
2
Status: Invoice Pending Sep 23, 3:37 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From:Invoice Pending
To:Invoiced
Duration in Previous:2m
🧾
Invoice Created Sep 24, 10:38 AM
Invoice Number:SM-241825
Bottlenecks
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)