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WO-01299822 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Thermo Fisher Scientific Inc — 6065 Sunol Blvd, Pleasanton CA, 94566

Aug 27, 2025 → Dec 4, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (18 biz days early)
Active: 66 biz days
🕐 Clock stopped: Completed (Dec 4, 2025)
▶ Clock Running
Status: Created
Aug 27 → Aug 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 27 → Aug 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Aug 27 → Sep 4, 2025
5 business days (counted)
Running total: 5 of ? biz days used
61d
▶ Clock Running
Status: Scheduled
Sep 4 → Dec 4, 2025
61 business days (counted)
Running total: 66 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 66 of ? biz days used
Created: Aug 27, 2025 Completed: Dec 4, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 27 → Aug 27 Created ▶ Running 0 0
Aug 27 → Aug 27 Ready for Scheduling ▶ Running 0 0
Aug 27 → Sep 4 Assigned ▶ Running 5 5
Sep 4 → Dec 4 Scheduled ▶ Running 61 66
Dec 4 → Dec 4 Tech On Site ▶ Running 0 66
Dispatch 0.0d
Coordinators 68.0d
Field Work 1.0d
Billing 11.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
68.0 days
Over SLA
Field Work
1.0 days
Billing
11.4 days
Over SLA
Created: Aug 27, 2025 Due: Dec 31, 2025 Completed: Dec 4, 2025 (27 days early)
📅
67.0 days Total Age
⏱️
62.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
75.9d 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 #00522496
6007554028
Closed
38R SYS-LC-1200-E Contract ends 12/31/2025 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. G1311A-B DE62969704 1200 Series Quaternary Pump G1322A-B JP73069177 1200 Vacuum Degasser G1329A DE64772051 1200 Series Standard Autosampler G1330B-B DE84967176 1200 Cooled Thermostatted ALS G1316A-B DE90374501 1200 Thermostatted Column Compartment G1315D-B DE64260682 1200 Series Diode Array Detector G1321A DE90958725 1200 Series Fluorescence Detector
Priority
High
Origin
Web
Reason
New Case
Contact
Erum Samma
Owner
Leona Coonrod
Created
Aug 27, 2025
Work Orders from this Case (2)
WO-01299822 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Aug 27, 2025 • Closed: Dec 4, 2025
WO-01300311 Invoiced
EOQ • Larry Alberty
Created: Aug 29, 2025 • Closed: Dec 4, 2025
Completed with significant delays
Invoiced • 189 days old
🚨
Primary Delay 62.0 days stuck in "Scheduled"
⏱️
Total Delay 75.9 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
6.0d / 0.5d SLA
Scheduled
62.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
11.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

3 Sep 2025 Larry Alberty

Reached out for scheduling.


Please assign to Larry Alberty ARP to site is 13 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
38R SYS-LC-1200-E Contract ends 12/31/2025 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. G1311A-B DE62969704 1200 Series Quaternary Pump G1322A-B JP73069177 1200 Vacuum Degasser G1329A DE64772051 1200 Series Standard Autosampler G1330B-B DE84967176 1200 Cooled Thermostatted ALS G1316A-B DE90374501 1200 Thermostatted Column Compartment G1315D-B DE64260682 1200 Series Diode Array Detector G1321A DE90958725 1200 Series Fluorescence Detector
📄 Description
LC 1200 System Enhanced LC Features
📞 Call Description
DEC 2025 LC PMPLUS

Timeline

📞
▶
4 Case Linked Aug 27, 9:33 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01299822
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
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Sep 4, 10:40 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-12-04T14:00:00.000+0000
🚨 62.0 business days
🚗
▶
2 5x Travel Added Dec 4, 9:37 AM
5x Travel Added → Status: Tech On Site
🔧
Status: Tech On Site by Larry Alberty
From: Scheduled
To: Tech On Site
Duration in Previous: 90d 23h
⏱️
▶
2 3x Labor Added Dec 4, 6:47 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 11m, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 5, 4:01 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 10m
🚨 12.0 business days
📨
▶
3 Status: Invoice Pending Dec 22, 1:38 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-249754
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 62.0 business days (threshold: 2.0 business days)
Exceeded by 60.0 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours
Ready to Bill
Duration: 11.4 business days (threshold: 1.0 business days)
Exceeded by 10.4 business days

🔗 Related Artifacts

📞
Case 00522496
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Dec 4, 9:00 AM
Created
Aug 27, 9:33 AM
Invoice #
SM-249754

Work Details (8)

Name Type Status Qty Amount Date
WL-03026038 Travel Open 20 $180.00 Dec 4, 9:37 AM
WL-03026039 Travel Open 20 $0.00 Dec 4, 9:37 AM
WL-03026040 Parts Open 1 $0.00 Dec 4, 9:37 AM
WL-03026041 Parts Open 1 $0.00 Dec 4, 9:37 AM
WL-03026042 Parts Open 1 $0.00 Dec 4, 9:37 AM
WL-03027072 Labor Open 1 $0.00 Dec 4, 6:47 PM
WL-03027073 Labor Open 2 $513.00 Dec 4, 6:47 PM
WL-03027074 Labor Open 1 $0.00 Dec 4, 6:47 PM

Details