Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01300215 ↗ ServiceMax

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

📍 NFT Inc — 400 Corporate Cir Ste M, GOLDEN CO, 80401

Aug 28, 2025 → Sep 27, 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
▶ Clock Running
Status: Assigned
Aug 28 → Aug 29, 2025
1 business day (counted)
Running total: 1 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Aug 29 → Sep 9, 2025
6 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 7 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Sep 9 → Sep 25, 2025
12 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 26, 2025
1 business day (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 → Aug 29 Assigned ▶ Running 1 1
Aug 29 → Sep 9 Scheduled ▶ Running 6 7
Sep 9 → Sep 9 Tech On Site ▶ Running 0 7
Sep 9 → Sep 25 Scheduled ▶ Running 12 19
Sep 25 → Sep 26 Tech On Site ▶ Running 1 20
Dispatch 0.0d
Coordinators 21.6d
Field Work 2.1d
Billing 0.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
21.6 days
Over SLA
Field Work
2.1 days
Over SLA
Billing
0.8 days
Created: Aug 28, 2025 Due: Sep 4, 2025 Completed: Sep 27, 2025 (22 days late)
📅
20.6 days Total Age
⏱️
13.0d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
17.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
23 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Curtis Sprague — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 24, 2025
Visit 2 Sep 25, 2025
Visit 3 Sep 26, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00522829
6008035329 FW: Agilent Service Order Confirmation - NFT Inc 8106376555
Closed
Parts Prediction 08/25/2025 16:38:57 WF-BATCH Agent: WIGEORGE Timestamp: 2025-08-25 16:38:47 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP ____________________ Note 08/25/2025 16:38:57 WF-BATCH Agent: WIGEORGE Timestamp: 2025-08-25 16:38:47 Sean O’Brien sean.obrien@agilent.com mobile: 281-352-5334 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 pm; high gain
Priority
Standard
Origin
Email
Reason
New Case
Contact
Jorge Iniguez
Owner
Leona Coonrod
Created
Aug 28, 2025
Work Orders from this Case (1)
WO-01300215 (current) Invoiced
Repair/PM • Curtis Sprague
Created: Aug 28, 2025 • Closed: Sep 27, 2025
Completed with significant delays
Invoiced • 188 days old
🚨
Primary Delay 13.0 days stuck in "Scheduled"
⏱️
Total Delay 17.1 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
1.5d / 0.5d SLA
Scheduled
20.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Closed
1.3d / 1.0d SLA
WO Correction Needed
0.2d
Ready to Bill
0.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/9 KKelch- per FSE per customer, they'd like to have this serviced on 9/25

8/28/25 lcoonrod parts have shipped way bill 392617552403 Delivery details We'll add a delivery date as soon as we get your package. way bill 392626858849 Delivery details We'll add a delivery date as soon as we get your package.

🔧 Work Performed
Arrived onsite. Met with POC Blake. Blake took me to the area where the unit to be serviced was located. I took apart unit and performed PM with parts sent to customer from Agilent.
🔍 Technician Findings
PM'd unit with parts sent by Agilent
⚠️ Problem Description
Parts Prediction 08/25/2025 16:38:57 WF-BATCH Agent: WIGEORGE Timestamp: 2025-08-25 16:38:47 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP ____________________ Note 08/25/2025 16:38:57 WF-BATCH Agent: WIGEORGE Timestamp: 2025-08-25 16:38:47 Sean O’Brien sean.obrien@agilent.com mobile: 281-352-5334 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 pm; high gain
📄 Description
Helium LD MD30
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Aug 28, 9:19 AM
Case Number: 00522829
Subject: 6008035329 FW: Agilent Service Order Confirmation - NFT Inc 8106376555
Status: Closed
📋
▶
3 Work Order Created Aug 28, 2:52 PM
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: 3m
👷
▶
2 Technician Assigned Aug 28, 3:42 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 47m
🗓️
▶
2 Status: Scheduled Aug 29, 10:01 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-16T15:00:00.000+0000
📅
Dispatch Scheduled by Kaitlyn Kelch Aug 29, 10:10 AM
Scheduled For: 2025-09-09T15:00:00.000+0000
⚠️ 7.0 business days
🔧
Status: Tech On Site by Curtis Sprague Sep 9, 11:25 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 1h
🗓️
▶
2 Status: Scheduled Sep 9, 11:58 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-09-25T15:00:00.000+0000
⚠️ 8.0 business days
💵
3x Expenses Added Sep 18, 5:19 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.8 business days
🔧
Status: Tech On Site by Curtis Sprague Sep 25, 12:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 16d 0h
💵
2x Expenses Added Sep 25, 4:05 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
2 9x Labor Added Sep 25, 8:21 PM
9x Labor Added → 3x Expenses Added
💵
3x Expenses Added
Type: Expenses, Travel
Status: Open
Qty: 1, 1080
🚗
Status: Tech Off Site by Curtis Sprague Sep 25, 8:36 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 8h 30m
⏳ 1.4 business days
⏱️
▶
2 Labor Added Sep 27, 12:53 AM
Labor Added → Status: Completed
✔️
Status: Completed by Curtis Sprague
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1d 4h, 0m
⏳ 0.9 business days
✏️
Status: WO Correction Needed by MICHAEL MCNAMARA Sep 29, 7:28 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 2d 6h
🏁
Status: Closed by Curtis Sprague Sep 29, 9:06 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 1h 37m
📄
Status: Ready to Bill by MICHAEL MCNAMARA Sep 29, 11:16 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2h 9m
📨
Status: Invoice Pending by Hannah Shaw Sep 29, 3:34 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4h 18m
💰
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: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 1.0 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.5 business hours

🔗 Related Artifacts

📞
Case 00522829
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Repair/PM
Branch
ERLA - PROD
Technician
Curtis Sprague
Scheduled
Sep 25, 11:00 AM
Created
Aug 28, 2:52 PM
Invoice #
SM-242340

Work Details (23)

Name Type Status Qty Amount Date
WL-02918684 Parts Open 1 $0.00 Aug 28, 2:54 PM
WL-02918685 Parts Open 1 $0.00 Aug 28, 2:54 PM
WL-02918686 Parts Open 1 $0.00 Aug 28, 2:54 PM
WL-02918687 Parts Open 1 $0.00 Aug 28, 2:54 PM
WL-02918688 Parts Open 1 $0.00 Aug 28, 2:54 PM
WL-02941277 Expenses Open 1 $318.14 Sep 18, 5:19 PM
WL-02941278 Expenses Open 1 $180.61 Sep 18, 5:19 PM
WL-02941279 Expenses Open 1 $306.26 Sep 18, 5:19 PM
WL-02949425 Expenses Open 1 $461.18 Sep 25, 4:05 PM
WL-02949426 Expenses Open 1 $5.00 Sep 25, 4:05 PM
WL-02949903 Labor Open 4 $0.00 Sep 25, 8:21 PM
WL-02949904 Labor Open 0.5 $0.00 Sep 25, 8:21 PM
WL-02949905 Labor Open 3 $541.00 Sep 25, 8:21 PM
WL-02949906 Labor Open 0.5 $0.00 Sep 25, 8:21 PM
WL-02949907 Expenses Open 1 $50.00 Sep 25, 8:21 PM
WL-02949908 Expenses Open 1 $50.00 Sep 25, 8:21 PM
WL-02949909 Expenses Open 1 $85.00 Sep 25, 8:21 PM
WL-02949910 Expenses Open 1 $50.00 Sep 25, 8:21 PM
WL-02949911 Expenses Open 1 $30.00 Sep 25, 8:21 PM
WL-02949913 Expenses Open 1 $25.00 Sep 25, 8:23 PM
WL-02949914 Travel Open 1080 $800.00 Sep 25, 8:23 PM
WL-02949915 Travel Open 8 $150.00 Sep 25, 8:23 PM
WL-02951855 Labor Open 10.5 $0.00 Sep 27, 12:53 AM

Details