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WO-01300694 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

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

Sep 2, 2025 → Sep 5, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 3, 2025
✗ SLA Missed (2 biz days late)
Active: 3 biz days
🕐 Clock stopped: Tech Off Site (Sep 5, 2025)
▶ Clock Running
Status: Created
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 2 → Sep 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Sep 2 → Sep 4, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 4 → Sep 4, 2025
0 business days (counted)
Running total: 2 of ? biz days used
1d
▶ Clock Running
Status: Tech Off Site
Sep 4 → Sep 5, 2025
1 business day (counted)
Running total: 3 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 5 → Sep 5, 2025
0 business days (counted)
Running total: 3 of ? biz days used
Created: Sep 2, 2025 Tech Off Site: Sep 5, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 2 → Sep 2 Created ▶ Running 0 0
Sep 2 → Sep 2 Ready for Scheduling ▶ Running 0 0
Sep 2 → Sep 2 Assigned ▶ Running 0 0
Sep 2 → Sep 4 Scheduled ▶ Running 2 2
Sep 4 → Sep 4 Tech On Site ▶ Running 0 2
Sep 4 → Sep 5 Tech Off Site ▶ Running 1 3
Sep 5 → Sep 5 Tech On Site ▶ Running 0 3
Dispatch 0.0d
Coordinators 2.8d
Field Work 2.7d
Billing 12.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
2.8 days
Over SLA
Field Work
2.7 days
Billing
12.4 days
Over SLA
Created: Sep 2, 2025 Due: Sep 3, 2025 Completed: Sep 5, 2025 (1 days late)
📅
3.8 days Total Age
⏱️
12.3d in Ready to Bill Longest Stage
🔄
12 transitions Status Changes
⚠️
11.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 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 4, 2025
Visit 2 Sep 5, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00523855
6008041357
Closed
28R SYS-LC-1260IIE Repair pump stuck in bootloader mode
Priority
High
Origin
Web
Reason
New Case
Contact
Chau Radojicic
Owner
Leona Coonrod
Created
Sep 2, 2025
Work Orders from this Case (1)
WO-01300694 (current) Invoiced
Repair • Jose Gutierrez
Created: Sep 2, 2025 • Closed: Sep 5, 2025
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 12.3 days stuck in "Ready to Bill"
⏱️
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
0.7d / 0.5d SLA
Scheduled
2.1d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Tech Off Site
1.9d / 2.0d SLA
Closed
0.3d / 1.0d SLA
Ready to Bill
12.3d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Travel 9/5 adjusted to match ASP Proposal (zone-3)

TRAVEL 9/5 ADJUSTED DUE TO DECREMENTED ZONE IS APPLIED. Travel charges of zone 3 of greater within the same zone on consecutive days.


9/3/2025 Sramen - sent chatter asking why this was entered with a due date the following day.



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

🔧 Work Performed
G7111B pump module was stuck in bootloader mode, as the status indicator light was red and rapidly blinking. Tried rebooting the module. Tried flipping the communication board switches to manually put the the module into resident mode. However, status light was still rapidly blinking red and was unable to connect to LabAdvisor. Replaced the communication board and loaded the latest firmware. Rebooted the module. The status indicator was no longer rapidly blinking red and was instead yellow, indicating a not-ready status.
⚠️ Problem Description
28R SYS-LC-1260IIE Repair pump stuck in bootloader mode
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
SEP 2025 LC REPAIR

Timeline

📞
▶
4 Case Linked Sep 2, 1:47 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01300694
Type: Repair
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
🗓️
▶
2 Status: Scheduled Sep 2, 7:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2025-09-05T14:00:00.000+0000
⏳ 1.6 business days
📅
Dispatch Scheduled by Jose Gutierrez Sep 3, 7:55 PM
Scheduled For: 2025-09-04T14:00:00.000+0000
🔧
Status: Tech On Site by Jose Gutierrez Sep 4, 10:38 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 15h
🚗
Status: Tech Off Site by Jose Gutierrez Sep 4, 2:19 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 41m
⏱️
▶
2 5x Labor Added Sep 4, 4:56 PM
5x Labor Added → Parts Added
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
🔧
Status: Tech On Site by Jose Gutierrez Sep 5, 10:57 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 20h 38m
🚗
Status: Tech Off Site by Jose Gutierrez Sep 5, 1:29 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2h 32m
⏱️
5x Labor Added Sep 5, 3:03 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 1.5, 108
✔️
Status: Completed by Jose Gutierrez Sep 5, 3:16 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1h 46m, 0m
📄
Status: Ready to Bill by Hannah Shaw Sep 5, 5:22 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2h 5m
🚨 12.8 business days
💵
▶
2 Status: Billing Review Sep 23, 9:14 AM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
📨
Status: Invoice Pending by Hannah Shaw Sep 23, 9:21 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 5m
💰
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: 5.2 business hours (threshold: 4.0 business hours)
Exceeded by 1.2 business hours
Scheduled
Duration: 2.1 business days (threshold: 2.0 business days)
Exceeded by 1.0 business hours
Ready to Bill
Duration: 12.3 business days (threshold: 1.0 business days)
Exceeded by 11.3 business days

🔗 Related Artifacts

📞
Case 00523855
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Sep 4, 10:00 AM
Created
Sep 2, 1:47 PM
Invoice #
SM-241753

Work Details (11)

Name Type Status Qty Amount Date
WL-02925531 Labor Open 2 $0.00 Sep 4, 4:56 PM
WL-02925532 Labor Open 3.5 $399.00 Sep 4, 4:56 PM
WL-02925533 Labor Open 2.25 $0.00 Sep 4, 4:56 PM
WL-02925536 Travel Open 108 $539.00 Sep 4, 4:57 PM
WL-02925537 Travel Open 108 $0.00 Sep 4, 4:57 PM
WL-02925538 Parts Open 1 $0.00 Sep 4, 4:59 PM
WL-02926881 Labor Open 2.5 $0.00 Sep 5, 3:03 PM
WL-02926882 Labor Open 1.5 $171.00 Sep 5, 3:03 PM
WL-02926883 Labor Open 2 $0.00 Sep 5, 3:03 PM
WL-02926884 Travel Open 108 $539.00 Sep 5, 3:04 PM
WL-02926885 Travel Open 108 $0.00 Sep 5, 3:04 PM

Details