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WO-01300393 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Aug 29, 2025 → Sep 10, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (13 biz days early)
Active: 8 biz days
🕐 Clock stopped: Tech Off Site (Sep 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
2d
▶ Clock Running
Status: Assigned
Aug 29 → Sep 3, 2025
2 business days (counted)
Running total: 2 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 3 → Sep 10, 2025
5 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 10 → Sep 11, 2025
1 business day (counted)
Running total: 8 of ? biz days used
Created: Aug 29, 2025 Tech Off Site: Sep 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 3 Assigned ▶ Running 2 2
Sep 3 → Sep 10 Scheduled ▶ Running 5 7
Sep 10 → Sep 11 Tech On Site ▶ Running 1 8
Dispatch 0.0d
Coordinators 7.7d
Field Work 1.2d
Billing 8.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
7.7 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
8.0 days
Over SLA
Created: Aug 29, 2025 Due: Sep 30, 2025 Completed: Sep 11, 2025 (19 days early)
📅
7.9 days Total Age
⏱️
7.8d in Ready to Bill Longest Stage
🔄
11 transitions Status Changes
⚠️
12.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 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 Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 9, 2025
Visit 2 Sep 10, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00523355
6007536378
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-01300389 Invoiced
Relocation • Jose Gutierrez
Created: Aug 29, 2025 • Closed: Sep 8, 2025
WO-01300390 Invoiced
EIQ • Jose Gutierrez
Created: Aug 29, 2025 • Closed: Sep 9, 2025
WO-01300393 (current) Invoiced
EOQ • Jose Gutierrez
Created: Aug 29, 2025 • Closed: Sep 10, 2025
Completed with significant delays
Invoiced • 187 days old
🚨
Primary Delay 7.8 days stuck in "Ready to Bill"
⏱️
Total Delay 12.5 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
0.0d / 1.0d SLA
Assigned
2.7d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
2.3d / 1.0d SLA
WO Correction Needed
0.3d
Ready to Bill
7.8d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9.11.25 Hshaw - missing mileage both ways

TRAVEL 9/9 ON WO-01303241

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 noise and drift test for the front channel. One deviation on the signal to noise test for the back channel.
🔍 Technician Findings
Performed OQ per GC.02.52 protocol. All tests passed. One deviation on the noise and drift test for the front channel. One deviation on the signal to noise test for the back channel.
⚠️ Problem Description
SYS-GC-7890A Relocation / EIQ / EOQ 313495190; RELO; Greg Faxon
📄 Description
Agilent 7890A Series GC
📞 Call Description
SEP 2025 GC EOQ

Timeline

📞
▶
5 Case Linked Aug 29, 2:26 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned → Status: Assigned
📋
Work Order Created
Work Order: WO-01300393
Type: EOQ
Priority: PC
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
Technician Assigned by Leona Coonrod
Technician: Jose Gutierrez
👷
Status: Assigned by Leona Coonrod
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Sep 3, 7:54 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2025-09-08T14:00:00.000+0000
⚠️ 5.5 business days
🔧
Status: Tech On Site by Jose Gutierrez Sep 10, 10:23 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 14h
⏱️
▶
2 Labor Added Sep 10, 4:03 PM
Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 0.083333333333333, 4.5
🚗
▶
3 Status: Tech Off Site Sep 10, 9:44 PM
Status: Tech Off Site → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.083333333333333
✔️
Status: Completed by Jose Gutierrez
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 2m, 0m
✏️
Status: WO Correction Needed by Hannah Shaw Sep 11, 3:44 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 17h 57m
🚗
▶
2 2x Travel Added Sep 11, 5:45 PM
2x Travel Added → Status: Closed
🏁
Status: Closed by Jose Gutierrez
From: WO Correction Needed
To: Closed
Duration in Previous: 2h 1m
📄
Status: Ready to Bill by Hannah Shaw Sep 12, 1:47 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 0m
⚠️ 8.0 business days
📨
Status: Invoice Pending by Hannah Shaw Sep 23, 9:21 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 10d 19h
💰
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: 2.7 business days (threshold: 4.0 business hours)
Exceeded by 2.2 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Ready to Bill
Duration: 7.8 business days (threshold: 1.0 business days)
Exceeded by 6.8 business days

🔗 Related Artifacts

📞
Case 00523355
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Sep 8, 10:00 AM
Created
Aug 29, 2:27 PM
Invoice #
SM-241753

Work Details (6)

Name Type Status Qty Amount Date
WL-02931420 Labor Open 3.5 $0.00 Sep 10, 4:03 PM
WL-02931426 Labor Open 0.083333333333333 $0.00 Sep 10, 4:07 PM
WL-02931427 Labor Open 4.5 $684.00 Sep 10, 4:07 PM
WL-02931939 Labor Open 0.083333333333333 $0.00 Sep 10, 9:46 PM
WL-02932905 Travel Open 2 $180.00 Sep 11, 5:45 PM
WL-02932906 Travel Open 2 $0.00 Sep 11, 5:45 PM

Details