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WO-01300292 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Aug 29, 2025 → Dec 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (13 biz days early)
Active: 69 biz days
🕐 Clock stopped: Completed (Dec 11, 2025)
▶ Clock Running
Status: Created
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 29 → Sep 4, 2025
3 business days (counted)
Running total: 3 of ? biz days used
66d
▶ Clock Running
Status: Scheduled
Sep 4 → Dec 11, 2025
66 business days (counted)
Running total: 69 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 69 of ? biz days used
Created: Aug 29, 2025 Completed: Dec 11, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 29 → Aug 29 Created ▶ Running 0 0
Aug 29 → Aug 29 Ready for Scheduling ▶ Running 0 0
Aug 29 → Sep 4 Assigned ▶ Running 3 3
Sep 4 → Dec 11 Scheduled ▶ Running 66 69
Dec 11 → Dec 11 Tech On Site ▶ Running 0 69
Dispatch 0.0d
Coordinators 71.0d
Field Work 1.0d
Billing 6.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
71.0 days
Over SLA
Field Work
1.0 days
Billing
6.7 days
Over SLA
Created: Aug 29, 2025 Due: Dec 31, 2025 Completed: Dec 11, 2025 (20 days early)
📅
70.0 days Total Age
⏱️
67.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
74.2d 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 #00523167
6008015925
Closed
38R SYS-LC-1200-E Contract ends 12/31/2025 includes repair PMPLUS / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours.  Always have techs order a lamp if they have an OQ with the PM. G1321A DE83700699 1200 Series Fluorescence Detector G1329A-A DE82202274 1100 Series G1329A Autosampler G1330B DE13201003 1290 Thermostat G1316A-A DE82207824 1100 Thermostatted Column Compartment G1322A JP73012662 1260 Standard Degasser G1311A-A US83104050 1100 Series Quaternary Pump G1315A US82403001 1100 Diode-array Detector
Priority
High
Origin
Web
Reason
New Case
Contact
Erum Samma
Owner
Leona Coonrod
Created
Aug 29, 2025
Work Orders from this Case (2)
WO-01300292 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Aug 29, 2025 • Closed: Dec 11, 2025
WO-01300293 Invoiced
EOQ • Larry Alberty
Created: Aug 29, 2025 • Closed: Dec 11, 2025
Completed with significant delays
Invoiced • 187 days old
🚨
Primary Delay 67.0 days stuck in "Scheduled"
⏱️
Total Delay 74.2 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
4.0d / 0.5d SLA
Scheduled
67.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
6.7d / 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 includes repair PMPLUS / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours.  Always have techs order a lamp if they have an OQ with the PM. G1321A DE83700699 1200 Series Fluorescence Detector G1329A-A DE82202274 1100 Series G1329A Autosampler G1330B DE13201003 1290 Thermostat G1316A-A DE82207824 1100 Thermostatted Column Compartment G1322A JP73012662 1260 Standard Degasser G1311A-A US83104050 1100 Series Quaternary Pump G1315A US82403001 1100 Diode-array Detector
📄 Description
1100 Series Quaternary Pump
📞 Call Description
DEC 2025 LC PMPLUS

Timeline

📞
▶
4 Case Linked Aug 29, 9:07 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01300292
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: 1m, 0m
👷
Technician Assigned by Leona Coonrod
Technician: Larry Alberty
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Sep 4, 10:41 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-12-11T14:00:00.000+0000
🚨 67.0 business days
🔧
▶
2 Status: Tech On Site Dec 11, 9:16 AM
Status: Tech On Site → 5x Travel Added
🚗
5x Travel Added
Type: Travel, Parts
Status: Open
Qty: 25, 1
⏱️
▶
2 3x Labor Added Dec 11, 6:52 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 41m, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 12, 1:45 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 47m
⚠️ 7.0 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: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 67.0 business days (threshold: 2.0 business days)
Exceeded by 65.0 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.0 business hours
Ready to Bill
Duration: 6.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business days

🔗 Related Artifacts

📞
Case 00523167
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Dec 11, 9:00 AM
Created
Aug 29, 9:07 AM
Invoice #
SM-249754

Work Details (8)

Name Type Status Qty Amount Date
WL-03033884 Travel Open 25 $180.00 Dec 11, 9:18 AM
WL-03033885 Travel Open 25 $0.00 Dec 11, 9:18 AM
WL-03033886 Parts Open 1 $0.00 Dec 11, 9:18 AM
WL-03033887 Parts Open 1 $0.00 Dec 11, 9:18 AM
WL-03033888 Parts Open 1 $0.00 Dec 11, 9:18 AM
WL-03034888 Labor Open 1 $0.00 Dec 11, 6:52 PM
WL-03034889 Labor Open 2 $513.00 Dec 11, 6:52 PM
WL-03034890 Labor Open 1 $0.00 Dec 11, 6:52 PM

Details