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WO-01299797 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Repair/PM • PSM

📍 NucFil LLC — 400 Corporate Cir Ste M, Golden CO, 80401

Aug 26, 2025 → Sep 11, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (1 biz days late)
Active: 5 biz days
Paused: 4 biz days
🕐 Clock stopped: Completed (Sep 9, 2025)
▶ Clock Running
Status: Created
Aug 26 → Aug 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 26 → Aug 27, 2025
1 business day (counted)
Running total: 1 of ? biz days used
1d
▶ Clock Running
Status: Assigned
Aug 27 → Aug 28, 2025
1 business day (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Scheduled
Aug 28 → Aug 29, 2025
1 business day (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Reschedule
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 3 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Aug 29 → Aug 29, 2025
0 business days (not counted)
1d
▶ Clock Running
Status: Scheduled
Aug 29 → Sep 2, 2025
1 business day (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Reschedule
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 4 of ? biz days used
⏸4d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 2 → Sep 8, 2025
4 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 8 → Sep 9, 2025
1 business day (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 5 of ? biz days used
Created: Aug 26, 2025 Completed: Sep 9, 2025
Show SLA Clock Detail (13 periods)
Period Status Clock Biz Days Running Total
Aug 26 → Aug 26 Created ▶ Running 0 0
Aug 26 → Aug 27 Ready for Scheduling ▶ Running 1 1
Aug 27 → Aug 28 Assigned ▶ Running 1 2
Aug 28 → Aug 29 Scheduled ▶ Running 1 3
Aug 29 → Aug 29 Reschedule ▶ Running 0 3
Aug 29 → Aug 29 Awaiting Parts - Customer ⏸ Paused 0 —
Aug 29 → Sep 2 Scheduled ▶ Running 1 4
Sep 2 → Sep 2 Reschedule ▶ Running 0 4
Sep 2 → Sep 8 Awaiting Parts - Customer ⏸ Paused 4 —
Sep 8 → Sep 8 Ready for Scheduling ▶ Running 0 4
Sep 8 → Sep 8 Assigned ▶ Running 0 4
Sep 8 → Sep 9 Scheduled ▶ Running 1 5
Sep 9 → Sep 9 Tech On Site ▶ Running 0 5
Dispatch 0.0d
Material Management 5.4d
Coordinators 8.4d
Field Work 1.0d
Billing 1.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.4 days
Coordinators
8.4 days
Over SLA
Field Work
1.0 days
Billing
1.3 days
Created: Aug 26, 2025 Due: Sep 10, 2025 Completed: Sep 12, 2025 (1 days late)
📅
11.5 days Total Age
⏱️
5.0d in Awaiting Parts - Customer Longest Stage
🔄
18 transitions Status Changes
⚠️
3.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (2 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Curtis Sprague — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 8, 2025
Visit 2 Sep 9, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00522387
6008030177
Closed
Note 08/26/2025 12:09:33 MOHPANDE [08-26-2025 ATI RM TEAM Mohit Pandey] Part R3654301 Qty- 1 is on Backorder in 2810. Nothing is in transit and WW. Expedited with the Controller via email to improve the date. Part controllers are expected to respond within 24 hours and we will update as soon as we receive a response. Email sent to FSE and Controller. ____________________ Note 08/26/2025 08:18:59 WIGEORGE also needs back cover and two cover bolts ____________________ Approval Note 08/25/2025 19:36:01 BRIAMESS Gratis approved. Regards, Brian ____________________ Approval Note 08/25/2025 16:19:36 WIGEORGE brian mess ____________________ Note 08/25/2025 15:57:49 WF-BATCH Agent: WIGEORGE Timestamp: 2025-08-25 15:57:43 Sean O’Brien sean.obrien@agilent.com mobile: 281-352-5334 warr field call following 6007878299; high background
Priority
High
Origin
Web
Reason
New Case
Contact
Jorge Iniguez
Owner
Leona Coonrod
Created
Aug 26, 2025
Work Orders from this Case (1)
WO-01299797 (current) Invoiced
Repair/PM • Curtis Sprague
Created: Aug 26, 2025 • Closed: Sep 11, 2025
Completed with minor delays
Invoiced • 190 days old
🚨
Primary Delay 5.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 3.8 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
Ready for Scheduling
1.5d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
4.8d / 2.0d SLA
Reschedule
0.0d / 2.0d SLA
Awaiting Parts - Customer
5.4d
Tech On Site
1.0d / 1.0d SLA
Closed
4.0d / 1.0d SLA
WO Correction Needed
0.9d
Ready to Bill
0.3d / 1.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/8/25 lcoonrod

way bill 392510320232Delivered Tuesday, 8/26/25 at 11:35 AM Signed for by: C.Christinaway bill 392834746559Delivered Thursday, 9/4/25 at 12:02 PM Signed for by: R.Biefel


8/29 KKelch called Jorge back to reschedule for 9/23 between 9 and 10 am. He asked for 9/25 between 9 and 10 am. 

8/29 KKelch called Jorge back to reschedule for 9/23 between 9 and 10 am. Customer confirmed.

8/29 KKelch called Jorge to reschedule after parts arrive. 

8/29/2025 Sramen - found this scheduled but the parts have not shipped. Sent chatter and a teams message to ASC to call and let the customer know we will not be keeping the scheduled appt. since parts have not yet shipped.


8/29/25 lcoonrod

Part R3654301 still showing on back order. expected ship date 9/19/25.

8/29 KKelch called Jorge back to reschedule for 9/23 between 9 and 10 am. Left VM.

8/29 KKelch called Jorge to let him know about the ETA for the parts and to reschedule for 9/23 between 9 and 10 am. Left VM. 

8/19/25 lcoonrod

Part R3654301 showing on back order. expected ship date 9/19/25.


8/28 KKelch Jorge called me back to schedule for the units we have parts for on 9/9 and 9/10 between 9 and 10 am. Customer confirmed. Call logged on WO-01299793

8/28 KKelch called Jorge to let him know that there is one part on backorder and as soon as it comes in, I'll reach out to schedule. Left VM, sent email. Call and email logged on WO-01299793

8/26/25 CDempsey- will get assigned and scheduled.

8/26/25 lcoonrod parts VSFLDHIS, VSFLDOV and G8603-60002 - shipped on way bill 392510320232, Delivered Tuesday, 8/26/25 at 11:35 AM Signed for by: C.Christina part R3654301 on back order.

🔧 Work Performed
Arrived onsite. Met with POC Jorge. Unboxed all parts for PM, as well as new covers for unit. Performed all PM protocols. Also installed new covers. After performing PM and checking the leak detector for functionality, POC told me that it takes a long time for unit to go into fine test and at the threshold for it going from High test to Fine test customer was having an issue with how long unit was taking to go into fine test. I hooked up my gauge to the test port to check on and see why it was taking so long to go into fine test. With the test gauge on and also when I cap the test port, everything functions as it should. It takes aprox 5 seconds to go into fine test. When I would hook up the customers bell that they use to test parts, it would take too long, or it wouldnt go into fine test. I informed the customer that there was a good chance that the reason why it won't go into fine test is because there is probably a leak/leaks in their system. Their system had a minimum of 14 connections after the test port going to their test bell. Informed the customer that the unit was testing as it should, and there really isn't much I can do after the connections leave the leak detector.
⚠️ Problem Description
Note 08/26/2025 12:09:33 MOHPANDE [08-26-2025 ATI RM TEAM Mohit Pandey] Part R3654301 Qty- 1 is on Backorder in 2810. Nothing is in transit and WW. Expedited with the Controller via email to improve the date. Part controllers are expected to respond within 24 hours and we will update as soon as we receive a response. Email sent to FSE and Controller. ____________________ Note 08/26/2025 08:18:59 WIGEORGE also needs back cover and two cover bolts ____________________ Approval Note 08/25/2025 19:36:01 BRIAMESS Gratis approved. Regards, Brian ____________________ Approval Note 08/25/2025 16:19:36 WIGEORGE brian mess ____________________ Note 08/25/2025 15:57:49 WF-BATCH Agent: WIGEORGE Timestamp: 2025-08-25 15:57:43 Sean O’Brien sean.obrien@agilent.com mobile: 281-352-5334 warr field call following 6007878299; high background
📄 Description
VS MD30 Mobile Leak Detector
📞 Call Description
VPD Field Repair Trade

Timeline

📞
▶
2 Case Linked Aug 26, 5:31 PM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01299797
Type: Repair/PM
Priority: PSM
🔩
▶
2 2x Parts Added Aug 26, 5:36 PM
2x Parts Added → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Aug 27, 9:00 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15h 23m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Aug 28, 12:43 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-09T14:00:00.000+0000
🔩
2x Parts Added Aug 29, 9:25 AM
Type: Parts
Status: Open
Qty: 1
🔄
▶
2 Status: Reschedule Aug 29, 1:17 PM
Status: Reschedule → Status: Awaiting Parts - Customer
👤
Status: Awaiting Parts - Customer by Stephanie Ramen
From: Reschedule
To: Awaiting Parts - Customer
Duration in Previous: 1m
🗓️
▶
2 Status: Scheduled Aug 29, 4:35 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-25T15:00:00.000+0000
⏳ 1.9 business days
🔄
▶
2 Status: Reschedule Sep 2, 10:09 AM
Status: Reschedule → Status: Awaiting Parts - Customer
👤
Status: Awaiting Parts - Customer by Kaitlyn Kelch
From: Reschedule
To: Awaiting Parts - Customer
Duration in Previous: 2m
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Sep 8, 2:11 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 6d 3h
👷
▶
4 Technician Assigned Sep 8, 4:07 PM
Technician Assigned → Status: Assigned → Status: Scheduled → Dispatch Scheduled
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 56m
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 1m
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-09T15:00:00.000+0000
🔧
Status: Tech On Site by Curtis Sprague Sep 9, 11:25 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19h 17m
⏱️
▶
2 7x Labor Added Sep 9, 7:55 PM
7x Labor Added → Status: Completed
✔️
Status: Completed by Curtis Sprague
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 8h 33m, 0m
⏳ 2.5 business days
✏️
Status: WO Correction Needed by MICHAEL MCNAMARA Sep 11, 1:48 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 17h
⏱️
Labor Added Sep 11, 9:11 PM
Type: Labor
Status: Open
Qty: 3
✔️
Status: Completed by Curtis Sprague Sep 11, 9:23 PM
From: WO Correction Needed, Completed
To: Completed, Closed
Duration in Previous: 7h 35m, 0m
⏳ 2.3 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Sep 15, 10:13 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 12h
📨
Status: Invoice Pending by Hannah Shaw Sep 15, 12:57 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2h 43m
💰
Status: Invoiced by Hannah Shaw Sep 15, 1:25 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 27m
⏳ 3.0 business days
🧾
Invoice Created Sep 17, 9:25 PM
Invoice Number: SM-240958

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00522387
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Repair/PM
Branch
ERLA - PROD
Technician
Curtis Sprague
Scheduled
Sep 9, 11:00 AM
Created
Aug 26, 5:34 PM
Invoice #
SM-240958

Work Details (12)

Name Type Status Qty Amount Date
WL-02915553 Parts Open 1 $0.00 Aug 26, 5:36 PM
WL-02915555 Parts Open 1 $0.00 Aug 26, 5:36 PM
WL-02919666 Parts Open 1 $0.00 Aug 29, 9:25 AM
WL-02919667 Parts Open 1 $0.00 Aug 29, 9:25 AM
WL-02930453 Labor Open 8 $0.00 Sep 9, 7:55 PM
WL-02930454 Labor Open 0.5 $0.00 Sep 9, 7:55 PM
WL-02930456 Labor Open 0.5 $0.00 Sep 9, 7:55 PM
WL-02930457 Expenses Open 1 $50.00 Sep 9, 7:55 PM
WL-02930458 Expenses Open 1 $50.00 Sep 9, 7:55 PM
WL-02930459 Travel Open 1068 $800.00 Sep 9, 7:55 PM
WL-02930460 Travel Open 8 $150.00 Sep 9, 7:55 PM
WL-02933311 Labor Open 3 $541.00 Sep 11, 9:11 PM

Details