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WO-01303202 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Western Digital Corporation — 44100 Osgood Rd, FREMONT CA, 94539

Sep 8, 2025 → Dec 9, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (15 biz days early)
Active: 62 biz days
🕐 Clock stopped: Completed (Dec 9, 2025)
▶ Clock Running
Status: Created
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 8 → Sep 12, 2025
4 business days (counted)
Running total: 4 of ? biz days used
58d
▶ Clock Running
Status: Scheduled
Sep 12 → Dec 9, 2025
58 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 62 of ? biz days used
Created: Sep 8, 2025 Completed: Dec 9, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 8 → Sep 8 Created ▶ Running 0 0
Sep 8 → Sep 8 Ready for Scheduling ▶ Running 0 0
Sep 8 → Sep 12 Assigned ▶ Running 4 4
Sep 12 → Dec 9 Scheduled ▶ Running 58 62
Dec 9 → Dec 9 Tech On Site ▶ Running 0 62
Dispatch 0.0d
Coordinators 63.8d
Field Work 0.6d
Billing 9.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
63.8 days
Over SLA
Field Work
0.6 days
Billing
9.4 days
Over SLA
Created: Sep 8, 2025 Due: Dec 31, 2025 Completed: Dec 9, 2025 (22 days early)
📅
62.8 days Total Age
⏱️
59.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
69.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525307
6008013403
Closed
38R SYS-LC-1290 Contract ends 04/14/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G4220B DEBAB01170 1290 Infinity Binary Pump VL G4226A DEBAP05215 1290 Infinity Autosampler G1316C DEBAC08131 1290 Thermostatted Column Compartment G4212A DEBAF03260 1290 Infinity Diode-Array Detector
Priority
High
Origin
Web
Reason
New Case
Contact
S. Patrick Sam
Owner
Leona Coonrod
Created
Sep 8, 2025
Work Orders from this Case (1)
WO-01303202 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Sep 8, 2025 • Closed: Dec 9, 2025
Completed with significant delays
Invoiced • 177 days old
🚨
Primary Delay 59.0 days stuck in "Scheduled"
⏱️
Total Delay 69.7 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
4.8d / 0.5d SLA
Scheduled
59.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Ready to Bill
9.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12 SEP 2025 Larry Alberty

Reached out to location with onsite visit date timeframe.


Please assign to Larry Alberty ARP to site is 2 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
38R SYS-LC-1290 Contract ends 04/14/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G4220B DEBAB01170 1290 Infinity Binary Pump VL G4226A DEBAP05215 1290 Infinity Autosampler G1316C DEBAC08131 1290 Thermostatted Column Compartment G4212A DEBAF03260 1290 Infinity Diode-Array Detector
📄 Description
1290 Infinity Binary Pump VL
📞 Call Description
DEC 2025 LC PMPLUS

Timeline

📞
▶
4 Case Linked Sep 8, 1:14 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01303202
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: 0m
👷
Technician Assigned by Leona Coonrod
Technician: Larry Alberty
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Sep 12, 12:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-12-09T13:00:00.000+0000
🚨 59.0 business days
🔧
Status: Tech On Site by Larry Alberty Dec 9, 10:50 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 87d 23h
🚗
6x Travel Added Dec 9, 10:59 AM
Type: Travel, Parts
Status: Open
Qty: 10
⏱️
▶
3 3x Labor Added Dec 9, 3:26 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 4h 36m
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Hannah Shaw Dec 9, 3:58 PM
From: Closed
To: Ready to Bill
Duration in Previous: 28m
🚨 10.0 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: 4.8 business days (threshold: 4.0 business hours)
Exceeded by 4.3 business days
Scheduled
Duration: 59.0 business days (threshold: 2.0 business days)
Exceeded by 57.0 business days
Ready to Bill
Duration: 9.4 business days (threshold: 1.0 business days)
Exceeded by 8.4 business days

🔗 Related Artifacts

📞
Case 00525307
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Dec 9, 8:00 AM
Created
Sep 8, 1:15 PM
Invoice #
SM-249754

Work Details (9)

Name Type Status Qty Amount Date
WL-03031190 Travel Open 10 $180.00 Dec 9, 10:59 AM
WL-03031191 Travel Open 10 $0.00 Dec 9, 10:59 AM
WL-03031192 Parts Open 1 $0.00 Dec 9, 10:59 AM
WL-03031193 Parts Open 1 $0.00 Dec 9, 10:59 AM
WL-03031194 Parts Open 1 $0.00 Dec 9, 10:59 AM
WL-03031195 Parts Open 1 $0.00 Dec 9, 10:59 AM
WL-03031674 Labor Open 1 $0.00 Dec 9, 3:26 PM
WL-03031675 Labor Open 4 $456.00 Dec 9, 3:26 PM
WL-03031676 Labor Open 1 $0.00 Dec 9, 3:26 PM

Details