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WO-01299859 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Preventive Maintenance • PSM

📍 Aerojet Rocketdyne Inc — 11650 137th Place NE, Redmond WA, 98052

Aug 27, 2025 → Sep 22, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (14 biz days late)
Active: 17 biz days
🕐 Clock stopped: Completed (Sep 22, 2025)
▶ Clock Running
Status: Created
Aug 27 → Aug 27, 2025
0 business days (counted)
Running total: 0 of ? biz days used
11d
▶ Clock Running
Status: Ready for Scheduling
Aug 27 → Sep 12, 2025
11 business days (counted)
Running total: 11 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Sep 12 → Sep 18, 2025
4 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 15 of ? biz days used
2d
▶ Clock Running
Status: Tech On Site
Sep 18 → Sep 22, 2025
2 business days (counted)
Running total: 17 of ? biz days used
Created: Aug 27, 2025 Completed: Sep 22, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 27 → Aug 27 Created ▶ Running 0 0
Aug 27 → Sep 12 Ready for Scheduling ▶ Running 11 11
Sep 12 → Sep 18 Assigned ▶ Running 4 15
Sep 18 → Sep 18 Scheduled ▶ Running 0 15
Sep 18 → Sep 22 Tech On Site ▶ Running 2 17
Dispatch 0.0d
Coordinators 17.0d
Field Work 2.4d
Billing 2.1d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
17.0 days
Over SLA
Field Work
2.4 days
Over SLA
Billing
2.1 days
Over SLA
Created: Aug 27, 2025 Due: Sep 26, 2025 Completed: Sep 22, 2025 (4 days early)
📅
17.5 days Total Age
⏱️
12.0d in Ready for Scheduling Longest Stage
🔄
11 transitions Status Changes
⚠️
21.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 18, 2025
Visit 2 Sep 19, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00522474
6008032819 FW: Agilent Service Order Confirmation - Aerojet Rocketdyne Inc 8106373373
Closed
Parts Prediction 08/22/2025 10:17:54 WF-BATCH Agent: WIGEORGE Timestamp: 2025-08-22 10:17:45 670029096 VSFLDHIS VSFLDCL VSFLDOV G8603-60002 ____________________ Note 08/22/2025 10:17:53 WF-BATCH Agent: WIGEORGE Timestamp: 2025-08-22 10:17:45 sales Ron Neikirk ron.neikirk@agilent.com mobile: 360-281-3249 field pm
Priority
Standard
Origin
Web
Reason
New Case
Contact
Josh Lundgren
Owner
Leona Coonrod
Created
Aug 27, 2025
Work Orders from this Case (1)
WO-01299859 (current) Invoiced
Preventive Maintenance • Kwame Cobb
Created: Aug 27, 2025 • Closed: Sep 22, 2025
Completed with significant delays
Invoiced • 189 days old
🚨
Primary Delay 12.0 days stuck in "Ready for Scheduling"
⏱️
Total Delay 21.8 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
12.0d / 1.0d SLA
Assigned
5.0d / 0.5d SLA
Scheduled
0.0d / 2.0d SLA
Tech On Site
2.3d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
5.9d / 1.0d SLA
WO Correction Needed
0.1d
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/14/2025 Sramen - the due date on this should have been reflective of PSM. WO created on 8/27 so pushed due date to 9/26.

9-12 Mburris email sent to POC


9/12/2025 Sramen - found that the incorrect Account was used on the WO preventing the field from getting this on our reports. Worked with RMoore and she sent JFoley an email regarding this issue. I sent a chatter to ASC MBurris to work this today. Corrected account on the WO as well. Added delay code released past due date.

8/27/25 lcoonrod parts have not shipped yet

🔧 Work Performed
The following items were completed. # Complete inspection and cleaning of spectrometer, valve block and manifold # Replacement of ion source and filaments # New O-rings and seals if needed # Verification of vacuum system integrity, helium sensitivity and system calibration # Replacement of calibrated leak # Provide ISO traceable certificate for calibrated leak.
🔍 Technician Findings
As found: Unit in work shop.
⚠️ Problem Description
Parts Prediction 08/22/2025 10:17:54 WF-BATCH Agent: WIGEORGE Timestamp: 2025-08-22 10:17:45 670029096 VSFLDHIS VSFLDCL VSFLDOV G8603-60002 ____________________ Note 08/22/2025 10:17:53 WF-BATCH Agent: WIGEORGE Timestamp: 2025-08-22 10:17:45 sales Ron Neikirk ron.neikirk@agilent.com mobile: 360-281-3249 field pm
📄 Description
VS MD30 Mobile Leak Detector
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Aug 27, 8:47 AM
Case Number: 00522474
Subject: 6008032819 FW: Agilent Service Order Confirmation - Aerojet Rocketdyne Inc 8106373373
Status: Closed
📋
▶
3 Work Order Created Aug 27, 11:15 AM
Work Order Created → 5x Parts Added → Status: Ready for Scheduling
🔩
5x Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
🚨 12.0 business days
👷
▶
2 Technician Assigned Sep 12, 11:33 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16d 0h
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Sep 18, 12:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-09-18T14:00:00.000+0000
🔧
Status: Tech On Site by Kwame Cobb Sep 18, 12:56 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5m
⏱️
Labor Added Sep 18, 3:03 PM
Type: Labor
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
▶
3 2x Labor Added Sep 21, 11:38 PM
2x Labor Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 8
✔️
Status: Completed by Kwame Cobb
From: Tech On Site
To: Completed
Duration in Previous: 3d 10h
🏁
Status: Closed by Kwame Cobb Sep 22, 12:16 AM
From: Completed
To: Closed
Duration in Previous: 32m
✏️
Status: WO Correction Needed by MICHAEL MCNAMARA Sep 22, 7:45 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 7h 28m
🚗
Travel Added Sep 22, 8:23 AM
Type: Travel
Status: Open
Qty: 20
🏁
Status: Closed by Kwame Cobb Sep 22, 8:38 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 52m
⚠️ 5.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Sep 26, 11:43 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 3h
⏳ 2.0 business days
📨
Status: Invoice Pending by Hannah Shaw Sep 29, 3:34 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3d 3h
💰
Status: Invoiced by Hannah Shaw Sep 29, 3:41 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 6m
⏳ 2.0 business days
🧾
Invoice Created Sep 30, 9:28 PM
Invoice Number: SM-242340

Bottlenecks

Ready for Scheduling
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days
Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Tech On Site
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00522474
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Sep 18, 10:00 AM
Created
Aug 27, 11:15 AM
Invoice #
SM-242340

Work Details (10)

Name Type Status Qty Amount Date
WL-02916612 Parts Open 1 $0.00 Aug 27, 11:18 AM
WL-02916613 Parts Open 1 $0.00 Aug 27, 11:18 AM
WL-02916614 Parts Open 1 $0.00 Aug 27, 11:18 AM
WL-02916615 Parts Open 1 $0.00 Aug 27, 11:18 AM
WL-02916616 Parts Open 1 $0.00 Aug 27, 11:18 AM
WL-02941033 Labor Open 1 $0.00 Sep 18, 3:03 PM
WL-02944152 Labor Open 6 $541.00 Sep 21, 11:38 PM
WL-02944153 Labor Open 1 $0.00 Sep 21, 11:38 PM
WL-02944154 Labor Open 8 $0.00 Sep 21, 11:40 PM
WL-02944256 Travel Open 20 $150.00 Sep 22, 8:23 AM

Details