Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01300385 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

📍 Cerilliant Corp — 811 Paloma Dr Ste A, Round Rock TX, 78665

Aug 29, 2025 → Sep 15, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 7, 2025
✗ SLA Missed (151 biz days late)
Active: 10 biz days
🕐 Clock stopped: Tech Off Site (Sep 15, 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
3d
▶ Clock Running
Status: Assigned
Aug 29 → Sep 4, 2025
3 business days (counted)
Running total: 3 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 4 → Sep 11, 2025
5 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Sep 11 → Sep 12, 2025
1 business day (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Reschedule
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 9 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Sep 12 → Sep 15, 2025
1 business day (counted)
Running total: 10 of ? biz days used
Created: Aug 29, 2025 Tech Off Site: Sep 15, 2025
Show SLA Clock Detail (10 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 → Sep 11 Scheduled ▶ Running 5 8
Sep 11 → Sep 11 Tech On Site ▶ Running 0 8
Sep 11 → Sep 12 Tech Off Site ▶ Running 1 9
Sep 12 → Sep 12 Tech On Site ▶ Running 0 9
Sep 12 → Sep 12 Tech Off Site ▶ Running 0 9
Sep 12 → Sep 12 Reschedule ▶ Running 0 9
Sep 12 → Sep 15 Scheduled ▶ Running 1 10
Dispatch 0.0d
Coordinators 11.1d
Field Work 2.0d
Billing 5.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
11.1 days
Over SLA
Field Work
2.0 days
Billing
5.9 days
Over SLA
Created: Aug 29, 2025 Due: Feb 7, 2025 Completed: Sep 15, 2025 (219 days late)
📅
10.7 days Total Age
⏱️
6.0d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
11.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 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 Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 11, 2025
Visit 2 Sep 12, 2025
Visit 3 Sep 15, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00523342
6007539589
Closed
SYS-GC-7890A Relocation / EIQ / EOQ 313495190 RELO;Greg Faxon
Priority
High
Origin
Web
Reason
New Case
Contact
Andy Ommen
Owner
Leona Coonrod
Created
Aug 29, 2025
Work Orders from this Case (3)
WO-01300383 Invoiced
Relocation • Jose Gutierrez
Created: Aug 29, 2025 • Closed: Sep 8, 2025
WO-01300384 Invoiced
EIQ • Jose Gutierrez
Created: Aug 29, 2025 • Closed: Sep 11, 2025
WO-01300385 (current) Invoiced
EOQ • Jose Gutierrez
Created: Aug 29, 2025 • Closed: Sep 15, 2025
Completed with significant delays
Invoiced • 187 days old
🚨
Primary Delay 6.0 days stuck in "Scheduled"
⏱️
Total Delay 11.6 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
Assigned
3.1d / 0.5d SLA
Scheduled
8.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Tech Off Site
1.3d / 2.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
5.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/15 TRAVEL TO SITE ON WO-01304059

Please assign to Jose Gutierrez ARP to site is 101 miles. Zone 3

🔧 Work Performed
Performed OQ per GC.02.52 protocol. All tests passed. One deviation on the CDS logon due to typo. One deviation on the Detector Flow Accuracy test due to out of specification gas flows measurement coming from the FID EPC module. One deviation on the Noise and Drift test after detector EPC module was replaced.
⚠️ Problem Description
SYS-GC-7890A Relocation / EIQ / EOQ 313495190 RELO;Greg Faxon
📄 Description
Agilent 7890A Series GC
📞 Call Description
FEB 2026 GC EOQ

Timeline

📞
▶
4 Case Linked Aug 29, 2:03 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01300385
Type: EOQ
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: Jose Gutierrez
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Sep 3, 10:42 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2025-09-08T14:00:00.000+0000
⚠️ 6.2 business days
🔧
Status: Tech On Site by Jose Gutierrez Sep 11, 1:40 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 14h
🚗
Status: Tech Off Site by Jose Gutierrez Sep 11, 5:47 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 4h 6m
🔧
Status: Tech On Site by Jose Gutierrez Sep 12, 10:13 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 16h 26m
⏱️
▶
2 Labor Added Sep 12, 11:29 AM
Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.083333333333333, 1.3333333333333
🚗
▶
3 Status: Tech Off Site Sep 12, 11:35 AM
Status: Tech Off Site → Status: Reschedule → Dispatch Scheduled
🔄
Status: Reschedule by Jose Gutierrez
From: Tech Off Site, Reschedule
To: Reschedule, Scheduled
Duration in Previous: 1m, 0m
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2025-09-15T14:30:00.000+0000
⏱️
Labor Added Sep 12, 2:37 PM
Type: Labor
Status: Open
Qty: 2
⏳ 2.0 business days
🚗
▶
3 Status: Tech Off Site Sep 15, 6:35 PM
Status: Tech Off Site → 2x Labor Added → 3x Travel Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 2
🚗
3x Travel Added
Type: Travel
Status: Open
Qty: 12, 108
✔️
Status: Completed by Jose Gutierrez Sep 15, 6:51 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 15m, 0m
📄
Status: Ready to Bill by Hannah Shaw Sep 16, 12:58 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 6m
⚠️ 6.0 business days
📨
Status: Invoice Pending by Hannah Shaw Sep 23, 9:21 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 6d 20h
💰
Status: Invoiced by Hannah Shaw Sep 23, 9:26 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
⏳ 2.0 business days
🧾
Invoice Created Sep 24, 10:39 AM
Invoice Number: SM-241753

Bottlenecks

Assigned
Duration: 3.1 business days (threshold: 4.0 business hours)
Exceeded by 2.6 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Ready to Bill
Duration: 5.9 business days (threshold: 1.0 business days)
Exceeded by 4.9 business days

🔗 Related Artifacts

📞
Case 00523342
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Sep 15, 10:30 AM
Created
Aug 29, 2:05 PM
Invoice #
SM-241753

Work Details (9)

Name Type Status Qty Amount Date
WL-02933956 Labor Open 1.8333333333333 $0.00 Sep 12, 11:29 AM
WL-02933959 Labor Open 0.083333333333333 $0.00 Sep 12, 11:31 AM
WL-02933960 Labor Open 1.3333333333333 $684.00 Sep 12, 11:31 AM
WL-02934311 Labor Open 2 $0.00 Sep 12, 2:37 PM
WL-02936574 Labor Open 2 $0.00 Sep 15, 6:38 PM
WL-02936575 Labor Open 2 $0.00 Sep 15, 6:38 PM
WL-02936576 Travel Open 12 $180.00 Sep 15, 6:39 PM
WL-02936577 Travel Open 108 $0.00 Sep 15, 6:39 PM
WL-02936578 Travel Open 108 $0.00 Sep 15, 6:39 PM

Details