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WO-01300195 ↗ ServiceMax

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

📍 VPE Thermal LLC — 161 Commerce Cir, SACRAMENTO CA, 95815

Aug 28, 2025 → Sep 26, 2025

✅ Completed
PSM
SLA Clock
Last business day of August 2025 · Target: Aug 29, 2025
✗ SLA Missed (18 biz days late)
Active: 20 biz days
🕐 Clock stopped: Tech Off Site (Sep 26, 2025)
▶ Clock Running
Status: Created
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 28 → Aug 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Aug 28 → Sep 2, 2025
2 business days (counted)
Running total: 2 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Sep 2 → Sep 12, 2025
8 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 10 of ? biz days used
5d
▶ Clock Running
Status: Tech Off Site
Sep 12 → Sep 19, 2025
5 business days (counted)
Running total: 15 of ? biz days used
5d
▶ Clock Running
Status: Reschedule
Sep 19 → Sep 26, 2025
5 business days (counted)
Running total: 20 of ? biz days used
Created: Aug 28, 2025 Tech Off Site: Sep 26, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Aug 28 → Aug 28 Created ▶ Running 0 0
Aug 28 → Aug 28 Ready for Scheduling ▶ Running 0 0
Aug 28 → Sep 2 Assigned ▶ Running 2 2
Sep 2 → Sep 12 Scheduled ▶ Running 8 10
Sep 12 → Sep 12 Tech On Site ▶ Running 0 10
Sep 12 → Sep 19 Tech Off Site ▶ Running 5 15
Sep 19 → Sep 26 Reschedule ▶ Running 5 20
Dispatch 0.0d
Coordinators 16.5d
Field Work 7.3d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
16.5 days
Over SLA
Field Work
7.3 days
Over SLA
Billing
1.0 days
Created: Aug 28, 2025 Due: Sep 4, 2025 Completed: Sep 26, 2025 (21 days late)
📅
20.8 days Total Age
⏱️
8.6d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
15.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
22 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits (1 reschedule)
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 11, 2025
Visit 2 Sep 12, 2025
Visit 3 Sep 13, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00522831
6008035260
Closed
Parts Prediction 07/11/2025 14:43:35 WF-BATCH Agent: WIGEORGE Timestamp: 2025-07-11 14:43:28 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 ____________________ Note 07/11/2025 14:43:35 WF-BATCH Agent: WIGEORGE Timestamp: 2025-07-11 14:43:28 sales Brian Kaemmer brian.kaemmer@agilent.com mobile: 707-251-9760 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 got some water. field pm
Priority
Standard
Origin
Web
Reason
New Case
Contact
Tom Bingham
Owner
Leona Coonrod
Created
Aug 28, 2025
Work Orders from this Case (1)
WO-01300195 (current) Invoiced
Preventive Maintenance • Kwame Cobb
Created: Aug 28, 2025 • Closed: Sep 26, 2025
Completed with significant delays
Invoiced • 188 days old
🚨
Primary Delay 8.6 days stuck in "Scheduled"
⏱️
Total Delay 15.6 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
0.1d / 1.0d SLA
Assigned
2.7d / 0.5d SLA
Scheduled
8.6d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Tech Off Site
6.6d / 2.0d SLA
Reschedule
5.1d / 2.0d SLA
Completed
0.6d / 1.0d SLA
Closed
1.1d / 1.0d SLA
WO Correction Needed
0.4d
Ready to Bill
0.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9-25 Pgreen customer resolved the issue.

9-24 Mburris called site LM on Vmail looking for 10-1

9-24 Pgreen called for parts tracking.

9/24/25 lcoonrod

way bill 392618354999Delivered Friday, 8/29/25 at 10:03 AM Signed for by: A.Eliway bill 392623726657Delivered Friday, 8/29/25 at 10:03 AM Signed for by: A.Eli

9-2 Mburris email from POC to set

9-2 Mburris email sent to POC looking for 9-12

8-29 Mburris email sent to POC looking for 9-12

8/28/25 lcoonrod All parts have shipped way bill 392618354999 Delivery details We'll add a delivery date as soon as we get your package. way bill 392623726657 Delivery details We'll add a delivery date as soon as we get your package.

🔧 Work Performed
9/12/25 - KC Customer wants PM done on different unit. Parts aren't available to complete PM on the unit. PO sent to Agilent for parts to be purchased. 9/29/25 MMcNamara The Agilent customer fixed this unit themselves and did not notify EMSAR or Agilent that they did so.
⚠️ Problem Description
Parts Prediction 07/11/2025 14:43:35 WF-BATCH Agent: WIGEORGE Timestamp: 2025-07-11 14:43:28 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 ____________________ Note 07/11/2025 14:43:35 WF-BATCH Agent: WIGEORGE Timestamp: 2025-07-11 14:43:28 sales Brian Kaemmer brian.kaemmer@agilent.com mobile: 707-251-9760 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 got some water. field pm
📄 Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Aug 28, 9:26 AM
Case Number: 00522831
Subject: 6008035260
Status: Closed
📋
▶
3 Work Order Created Aug 28, 1:51 PM
Work Order Created → 6x Parts Added → Status: Ready for Scheduling
🔩
6x 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
👷
▶
2 Technician Assigned Aug 28, 2:18 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 24m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Sep 2, 3:12 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-09-12T14:00:00.000+0000
⚠️ 6.0 business days
💵
3x Expenses Added Sep 9, 4:45 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.9 business days
⏱️
5x Labor Added Sep 11, 6:47 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 8, 1, 380
🔧
▶
3 Status: Tech On Site Sep 12, 2:48 PM
Status: Tech On Site → Labor Added → Status: Tech Off Site
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.5
🚗
Status: Tech Off Site by Kwame Cobb
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3m
⏱️
2x Labor Added Sep 12, 6:38 PM
Type: Labor
Status: Open
Qty: 7, 0.5
⏳ 0.7 business days
⏱️
Labor Added Sep 14, 2:57 PM
Type: Labor
Status: Open
Qty: 8
💵
4x Expenses Added Sep 14, 3:16 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.0 business days
🔄
Status: Reschedule by Nicholas Willick Sep 19, 10:49 AM
From: Tech Off Site
To: Reschedule
Duration in Previous: 6d 19h
⚠️ 5.0 business days
🚗
Status: Tech Off Site by Peter Green Sep 25, 9:05 PM
From: Reschedule
To: Tech Off Site
Duration in Previous: 6d 10h
✔️
Status: Completed by Peter Green Sep 26, 3:07 PM
From: Tech Off Site
To: Completed
Duration in Previous: 18h 2m
🏁
Status: Closed by Kwame Cobb Sep 27, 1:18 AM
From: Completed
To: Closed
Duration in Previous: 10h 11m
⏳ 0.9 business days
✏️
Status: WO Correction Needed by MICHAEL MCNAMARA Sep 29, 6:57 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 5h
✔️
Status: Completed by MICHAEL MCNAMARA Sep 29, 9:58 AM
From: WO Correction Needed, Completed
To: Completed, Closed
Duration in Previous: 3h 1m, 0m
📄
Status: Ready to Bill by MICHAEL MCNAMARA Sep 29, 10:44 AM
From: Closed
To: Ready to Bill
Duration in Previous: 45m
📨
Status: Invoice Pending by Hannah Shaw Sep 29, 3:34 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4h 50m
💰
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, 9:29 PM
Invoice Number: SM-242340

Bottlenecks

Assigned
Duration: 2.7 business days (threshold: 4.0 business hours)
Exceeded by 2.2 business days
Scheduled
Duration: 8.6 business days (threshold: 2.0 business days)
Exceeded by 6.6 business days
Tech Off Site
Duration: 5.6 business days (threshold: 2.0 business days)
Exceeded by 3.6 business days
Reschedule
Duration: 5.1 business days (threshold: 2.0 business days)
Exceeded by 3.1 business days

🔗 Related Artifacts

📞
Case 00522831
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
N/A
Created
Aug 28, 1:51 PM
Invoice #
SM-242340

Work Details (22)

Name Type Status Qty Amount Date
WL-02918573 Parts Open 1 $0.00 Aug 28, 1:53 PM
WL-02918574 Parts Open 1 $0.00 Aug 28, 1:53 PM
WL-02918575 Parts Open 1 $0.00 Aug 28, 1:53 PM
WL-02918576 Parts Open 1 $0.00 Aug 28, 1:53 PM
WL-02918577 Parts Open 1 $0.00 Aug 28, 1:53 PM
WL-02918578 Parts Open 1 $0.00 Aug 28, 1:53 PM
WL-02930130 Expenses Open 1 $257.60 Sep 9, 4:45 PM
WL-02930131 Expenses Open 1 $358.52 Sep 9, 4:45 PM
WL-02930132 Expenses Open 1 $5.00 Sep 9, 4:45 PM
WL-02932987 Labor Open 8 $0.00 Sep 11, 6:47 PM
WL-02932988 Expenses Open 1 $50.00 Sep 11, 6:47 PM
WL-02932989 Expenses Open 1 $50.00 Sep 11, 6:47 PM
WL-02932990 Expenses Open 1 $25.00 Sep 11, 6:47 PM
WL-02932991 Travel Open 380 $800.00 Sep 11, 6:47 PM
WL-02934330 Labor Open 0.5 $0.00 Sep 12, 2:52 PM
WL-02934737 Labor Open 7 $630.00 Sep 12, 6:38 PM
WL-02934738 Labor Open 0.5 $0.00 Sep 12, 6:38 PM
WL-02935420 Labor Open 8 $0.00 Sep 14, 2:57 PM
WL-02935423 Expenses Open 1 $75.63 Sep 14, 3:16 PM
WL-02935424 Expenses Open 1 $57.06 Sep 14, 3:16 PM
WL-02935425 Expenses Open 1 $53.69 Sep 14, 3:16 PM
WL-02935426 Expenses Open 1 $31.97 Sep 14, 3:16 PM

Details