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WO-01299223 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Arcus Biosciences Inc — 4010 Point Eden Way, HAYWARD CA, 94545

Aug 22, 2025 → Nov 5, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (14 biz days early)
Active: 51 biz days
🕐 Clock stopped: Completed (Nov 5, 2025)
▶ Clock Running
Status: Created
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 22 → Aug 26, 2025
2 business days (counted)
Running total: 2 of ? biz days used
49d
▶ Clock Running
Status: Scheduled
Aug 26 → Nov 5, 2025
49 business days (counted)
Running total: 51 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 5 → Nov 5, 2025
0 business days (counted)
Running total: 51 of ? biz days used
Created: Aug 22, 2025 Completed: Nov 5, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 22 → Aug 22 Created ▶ Running 0 0
Aug 22 → Aug 22 Ready for Scheduling ▶ Running 0 0
Aug 22 → Aug 26 Assigned ▶ Running 2 2
Aug 26 → Nov 5 Scheduled ▶ Running 49 51
Nov 5 → Nov 5 Tech On Site ▶ Running 0 51
Dispatch 0.0d
Coordinators 52.0d
Field Work 0.5d
Billing 9.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
52.0 days
Over SLA
Field Work
0.5 days
Billing
9.0 days
Over SLA
Created: Aug 22, 2025 Due: Nov 30, 2025 Completed: Nov 5, 2025 (25 days early)
📅
51.4 days Total Age
⏱️
49.6d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
59.8d 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 #00521426
6007980483
Closed
28C SYS-LC-1260II Contract ends 01/28/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G7117C DEAEK07198 1260 Infinity II Diode Array Detector HS G7116A DEAEM06533 1260 Infinity II Multicolumn Thermostat G7129C DEAGQ02043 1260 Infinity II Vialsampler G7104C DEAG200526 1260 Infinity II Flexible Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Arthur Fung
Owner
Leona Coonrod
Created
Aug 22, 2025
Work Orders from this Case (1)
WO-01299223 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Aug 22, 2025 • Closed: Nov 5, 2025
Completed with significant delays
Invoiced • 194 days old
🚨
Primary Delay 49.6 days stuck in "Scheduled"
⏱️
Total Delay 59.8 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
2.4d / 0.5d SLA
Scheduled
49.6d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.3d / 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 16 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
28C SYS-LC-1260II Contract ends 01/28/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G7117C DEAEK07198 1260 Infinity II Diode Array Detector HS G7116A DEAEM06533 1260 Infinity II Multicolumn Thermostat G7129C DEAGQ02043 1260 Infinity II Vialsampler G7104C DEAG200526 1260 Infinity II Flexible Pump
📄 Description
1260 Infinity II Flexible Pump
📞 Call Description
NOV 2025 LC PMPLUS

Timeline

📞
▶
4 Case Linked Aug 22, 4:41 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01299223
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
⏳ 2.9 business days
🗓️
▶
2 Status: Scheduled Aug 26, 3:06 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-11-11T13:00:00.000+0000
🚨 25.0 business days
📅
Dispatch Scheduled by Larry Alberty Sep 30, 4:46 PM
Scheduled For: 2025-11-05T13:00:00.000+0000
🚨 25.9 business days
🔩
3x Parts Added Nov 5, 9:50 AM
Type: Parts
Status: Open
Qty: 1
🚗
2x Travel Added Nov 5, 9:57 AM
Type: Travel
Status: Open
Qty: 20
🔧
Status: Tech On Site by Larry Alberty Nov 5, 12:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 70d 21h
⏱️
3x Labor Added Nov 5, 2:59 PM
Type: Labor
Status: Open
Qty: 4, 1
✔️
Status: Completed by Larry Alberty Nov 5, 3:54 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 49m
🏁
Status: Closed by Larry Alberty Nov 5, 4:26 PM
From: Completed
To: Closed
Duration in Previous: 31m
⏳ 3.9 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 11, 2:52 PM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 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: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Scheduled
Duration: 49.6 business days (threshold: 2.0 business days)
Exceeded by 47.6 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00521426
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Nov 5, 8:00 AM
Created
Aug 22, 4:42 PM
Invoice #
247473

Work Details (8)

Name Type Status Qty Amount Date
WL-02996802 Parts Open 1 $0.00 Nov 5, 9:50 AM
WL-02996803 Parts Open 1 $0.00 Nov 5, 9:50 AM
WL-02996804 Parts Open 1 $0.00 Nov 5, 9:50 AM
WL-02996833 Travel Open 20 $180.00 Nov 5, 9:57 AM
WL-02996834 Travel Open 20 $0.00 Nov 5, 9:57 AM
WL-02997278 Labor Open 4 $456.00 Nov 5, 2:59 PM
WL-02997279 Labor Open 1 $0.00 Nov 5, 2:59 PM
WL-02997280 Labor Open 1 $0.00 Nov 5, 2:59 PM

Details