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WO-01304189 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PSM

📍 Univar Solutions USA Inc — 3101 Wood Dr, Garland TX, 75041

Sep 12, 2025 → Nov 10, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (28 biz days late)
Active: 40 biz days
🕐 Clock stopped: Completed (Nov 11, 2025)
▶ Clock Running
Status: Created
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
24d
▶ Clock Running
Status: Assigned
Sep 12 → Oct 19, 2025
24 business days (counted)
Running total: 24 of ? biz days used
16d
▶ Clock Running
Status: Scheduled
Oct 19 → Nov 10, 2025
16 business days (counted)
Running total: 40 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 10 → Nov 11, 2025
0 business days (counted)
Running total: 40 of ? biz days used
Created: Sep 12, 2025 Completed: Nov 11, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 12 → Sep 12 Created ▶ Running 0 0
Sep 12 → Sep 12 Ready for Scheduling ▶ Running 0 0
Sep 12 → Oct 19 Assigned ▶ Running 24 24
Oct 19 → Nov 10 Scheduled ▶ Running 16 40
Nov 10 → Nov 11 Tech On Site ▶ Running 0 40
Dispatch 0.0d
Coordinators 40.7d
Field Work 0.8d
Billing 9.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
40.7 days
Over SLA
Field Work
0.8 days
Billing
9.0 days
Over SLA
Created: Sep 12, 2025 Due: Nov 30, 2025 Completed: Nov 11, 2025 (19 days early)
📅
40.7 days Total Age
⏱️
24.7d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
46.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526883
6007946137
Closed
20L SYS-GC-7890A-M Contract ends 07/31/2026 includes Repair PM G3440AR CN10041138 Certified Pre-Owned 7890A+ GC System
Priority
High
Origin
Web
Reason
New Case
Contact
Denetria Hall
Owner
Leona Coonrod
Created
Sep 12, 2025
Work Orders from this Case (1)
WO-01304189 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Sep 12, 2025 • Closed: Nov 10, 2025
Completed with significant delays
Invoiced • 173 days old
🚨
Primary Delay 24.7 days stuck in "Assigned"
⏱️
Total Delay 46.2 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
24.7d / 0.5d SLA
Scheduled
16.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.0d / 1.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/11 Travel, mileage and zone are on WO-01304180. MD



Please assign to Maria Davis ARP to site is 45 miles. Zone 1

🔧 Work Performed
11/10/2025 GC PM was completed per Agilent. GC parts were replaced. All tests passed. Column were installed. Method for front channel was loaded and stabilized. Customer ran a sample, Method for back channel was loaded and stabilized, customer ran samples
⚠️ Problem Description
20L SYS-GC-7890A-M Contract ends 07/31/2026 includes Repair PM G3440AR CN10041138 Certified Pre-Owned 7890A+ GC System
📄 Description
GC 7890 System Mainframe Only
📞 Call Description
NOV 2025 GC PM

Timeline

📞
▶
4 Case Linked Sep 12, 2:27 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01304189
Type: Preventive Maintenance
Priority: PSM
📅
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: Maria Davis
🚨 25.0 business days
🗓️
▶
2 Status: Scheduled Oct 19, 11:30 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-11-10T17:00:00.000+0000
🚨 16.0 business days
🔧
Status: Tech On Site by Maria Davis Nov 10, 12:44 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 22d 2h
⏱️
▶
2 Labor Added Nov 10, 11:46 PM
Labor Added → 3x Parts Added
🔩
3x Parts Added
Type: Parts
Status: Open
Qty: 2, 1
✔️
▶
2 Status: Completed Nov 10, 11:53 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Maria Davis
From: Completed
To: Closed
Duration in Previous: 3m
📄
Status: Ready to Bill by Hannah Shaw Nov 11, 3:44 PM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 47m
⚠️ 9.0 business days
📨
▶
2 Status: Invoice Pending Nov 24, 6:00 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 8.7 business days
🧾
Invoice Created Dec 8, 5:13 PM
Invoice Number: 247473

Bottlenecks

Assigned
Duration: 24.7 business days (threshold: 4.0 business hours)
Exceeded by 24.2 business days
Scheduled
Duration: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00526883
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Nov 10, 12:00 PM
Created
Sep 12, 2:28 PM
Invoice #
247473

Work Details (4)

Name Type Status Qty Amount Date
WL-03002874 Labor Open 3 $285.00 Nov 10, 11:46 PM
WL-03002883 Parts Open 2 $0.00 Nov 10, 11:51 PM
WL-03002884 Parts Open 2 $0.00 Nov 10, 11:51 PM
WL-03002885 Parts Open 1 $0.00 Nov 10, 11:51 PM

Details