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WO-01303485 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

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

Sep 9, 2025 → Sep 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 11, 2025
✓ SLA Met
Active: 2 biz days
🕐 Clock stopped: Tech Off Site (Sep 11, 2025)
▶ Clock Running
Status: Created
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Sep 9 → Sep 11, 2025
2 business days (counted)
Running total: 2 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 2 of ? biz days used
Created: Sep 9, 2025 Tech Off Site: Sep 11, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 9 → Sep 9 Created ▶ Running 0 0
Sep 9 → Sep 9 Ready for Scheduling ▶ Running 0 0
Sep 9 → Sep 9 Assigned ▶ Running 0 0
Sep 9 → Sep 11 Scheduled ▶ Running 2 2
Sep 11 → Sep 11 Tech On Site ▶ Running 0 2
Dispatch 0.0d
Coordinators 2.4d
Field Work 1.0d
Billing 7.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.4 days
Over SLA
Field Work
1.0 days
Billing
7.8 days
Over SLA
Created: Sep 9, 2025 Due: Sep 11, 2025 Completed: Sep 11, 2025 (on time)
📅
2.4 days Total Age
⏱️
7.7d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
7.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525798
6008058382
Closed
28R SYS-GC-7890A Repair Missing ALS screw
Priority
High
Origin
Web
Reason
New Case
Contact
Edward Wells
Owner
Leona Coonrod
Created
Sep 9, 2025
Work Orders from this Case (1)
WO-01303485 (current) Invoiced
Repair • Jose Gutierrez
Created: Sep 9, 2025 • Closed: Sep 11, 2025
Completed with minor delays
Invoiced • 176 days old
🚨
Primary Delay 7.7 days stuck in "Ready to Bill"
⏱️
Total Delay 7.3 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
0.1d / 0.5d SLA
Scheduled
2.3d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
7.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez ARP to site is 101 miles. Zone 3
🔧 Work Performed
During relocation of GC, one of the tray screws were missing. Added the correct screw needed to properly secure the tray to the GC.
⚠️ Problem Description
28R SYS-GC-7890A Repair Missing ALS screw
📄 Description
Agilent 7890A Series GC
📞 Call Description
SEP 2025 GC REPAIR

Timeline

📞
▶
4 Case Linked Sep 9, 4:51 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01303485
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 9, 5:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2025-09-10T14:00:00.000+0000
⏳ 1.8 business days
📅
Dispatch Scheduled by Jose Gutierrez Sep 10, 10:10 PM
Scheduled For: 2025-09-11T14:00:00.000+0000
🔧
▶
2 Status: Tech On Site Sep 11, 10:22 AM
Status: Tech On Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.083333333333333
🚗
Status: Tech Off Site by Jose Gutierrez Sep 11, 5:16 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 6h 53m
✔️
Status: Completed by Jose Gutierrez Sep 11, 5:24 PM
From: Tech Off Site
To: Completed
Duration in Previous: 7m
🏁
Status: Closed by Jose Gutierrez Sep 11, 6:00 PM
From: Completed
To: Closed
Duration in Previous: 36m
📄
Status: Ready to Bill by Hannah Shaw Sep 12, 2:04 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 3m
⚠️ 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, 10:40 AM
Invoice Number: SM-241753

Bottlenecks

Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.2 business hours
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Ready to Bill
Duration: 7.7 business days (threshold: 1.0 business days)
Exceeded by 6.7 business days

🔗 Related Artifacts

📞
Case 00525798
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Sep 11, 10:00 AM
Created
Sep 9, 4:52 PM
Invoice #
SM-241753

Work Details (1)

Name Type Status Qty Amount Date
WL-02932263 Labor Open 0.083333333333333 $11.40 Sep 11, 10:23 AM

Details