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WO-01304197 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • P4

📍 Eastman Chemical Company — 2290 Callahan Rd, Longview TX, 75602

Sep 12, 2025 → Dec 6, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Sep 18, 2025
✗ SLA Missed (51 biz days late)
Active: 55 biz days
Budget: 4 biz days
🕐 Clock stopped: Tech Off Site (Dec 4, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
20d
▶ Clock Running
Status: Assigned
Sep 12 → Oct 10, 2025
20 business days (counted)
Running total: 20 of 4 biz days used
28d
▶ Clock Running
Status: Scheduled
Oct 10 → Nov 21, 2025
28 business days (counted)
Running total: 48 of 4 biz days used
▶ Clock Running
Status: Reschedule
Nov 21 → Nov 25, 2025
2 business days (counted)
Running total: 50 of 4 biz days used
3d
▶ Clock Running
Status: Scheduled
Nov 25 → Dec 2, 2025
3 business days (counted)
Running total: 53 of 4 biz days used
▶ Clock Running
Status: Tech On Site
Dec 2 → Dec 4, 2025
2 business days (counted)
Running total: 55 of 4 biz days used
Created: Sep 12, 2025 Tech Off Site: Dec 4, 2025
Business Days Used 55 / 4
0 4d budget +51d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 12 → Sep 12 Created ▶ Running 0 0 / 4
Sep 12 → Sep 12 Ready for Scheduling ▶ Running 0 0 / 4
Sep 12 → Oct 10 Assigned ▶ Running 20 20 / 4
Oct 10 → Nov 21 Scheduled ▶ Running 28 48 / 4
Nov 21 → Nov 25 Reschedule ▶ Running 2 50 / 4
Nov 25 → Dec 2 Scheduled ▶ Running 3 53 / 4
Dec 2 → Dec 4 Tech On Site ▶ Running 2 55 / 4
Dispatch 0.0d
Coordinators 55.8d
Field Work 4.9d
Billing 10.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
55.8 days
Over SLA
Field Work
4.9 days
Over SLA
Billing
10.4 days
Over SLA
Created: Sep 12, 2025 Due: Nov 30, 2025 Completed: Dec 6, 2025 (5 days late)
📅
56.6 days Total Age
⏱️
28.2d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
60.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00526897
6008007499
Closed
38R SYS-LC-1260IIE Contract ends 11/29/2025 includes Repair 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. G7114A DEACX26147 1260 Infinity II VW Detector G7129A DEAEQ47009 1260 Infinity II Vialsampler G7110B DEAEH01938 1260 Infinity II Isocratic Pump G7116A DEAEM09350 1260 Infinity II Multicolumn Thermostat G7162A DEAC907043 1260 Infinity II RI detector
Priority
High
Origin
Web
Reason
New Case
Contact
Bennett Novak
Owner
Leona Coonrod
Created
Sep 12, 2025
Work Orders from this Case (1)
WO-01304197 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Sep 12, 2025 • Closed: Dec 6, 2025
Completed with significant delays
Invoiced • 173 days old
🚨
Primary Delay 28.2 days stuck in "Scheduled"
⏱️
Total Delay 60.6 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
20.6d / 0.5d SLA
Scheduled
32.2d / 2.0d SLA
Reschedule
3.0d / 2.0d SLA
Tech On Site
2.9d / 1.0d SLA
Tech Off Site
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
10.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/05 Parts status is shipped. MD


12/03 Parts were ordered.


10/3/2025 Sramen - found this WO created with the wrong SMC. I corrected to Agilent ASP

09/12 an email was sent to lsca dispatch because due date and due date description . MD


Please assign to Maria Davis ARP to site is 110 miles. Zone 3

🔧 Work Performed
12/02/2025 LC (VWD/RID) PM was completed per Agilent. Solvent is dangerous THF and column were bypass to run tests with H2O. All tests passed. After system was flushed with THF before connecting the columns back. After RID exchanged and Previous PM customer stated that the RID standard injection was not as expected. After PM an injection was made (45 min) base line at the end got higher, RID will be flushed over night and customer will run blanks and calibrate.
⚠️ Problem Description
38R SYS-LC-1260IIE Contract ends 11/29/2025 includes Repair 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. G7114A DEACX26147 1260 Infinity II VW Detector G7129A DEAEQ47009 1260 Infinity II Vialsampler G7110B DEAEH01938 1260 Infinity II Isocratic Pump G7116A DEAEM09350 1260 Infinity II Multicolumn Thermostat G7162A DEAC907043 1260 Infinity II RI detector
📄 Description
1260 Infinity II Isocratic Pump
📞 Call Description
NOV 2025 LC PMPLUS

Timeline

📞
▶
4 Case Linked Sep 12, 2:57 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01304197
Type: Preventive Maintenance
Priority: P4
📅
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: a0hF00000028i6gIAA, Maria Davis
🚨 21.0 business days
🗓️
▶
2 Status: Scheduled Oct 10, 12:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-11-13T16:00:00.000+0000
🚨 28.0 business days
🔄
Status: Reschedule by Maria Davis Nov 20, 8:49 PM
From: Scheduled
To: Reschedule
Duration in Previous: 41d 9h
⏳ 3.4 business days
🗓️
▶
2 Status: Scheduled Nov 25, 8:56 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-12-02T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Maria Davis Dec 2, 12:10 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 3h
⏱️
▶
2 4x Labor Added Dec 2, 11:04 PM
4x Labor Added → 4x Parts Added
🔩
4x Parts Added
Type: Parts
Status: Open
Qty: 1
⏳ 2.1 business days
🚗
Status: Tech Off Site by Maria Davis Dec 4, 8:48 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1d 20h
⏳ 2.0 business days
🚗
▶
2 2x Travel Added Dec 6, 5:43 PM
2x Travel Added → Status: Completed
✔️
Status: Completed by Maria Davis
From: Tech Off Site
To: Completed
Duration in Previous: 2d 8h
🏁
Status: Closed by Maria Davis Dec 6, 5:49 PM
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Dec 8, 3:51 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 22h
🚨 11.0 business days
📨
▶
2 Status: Invoice Pending Dec 22, 1:38 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 14.0 business days
🧾
Invoice Created Jan 12, 3:14 PM
Invoice Number: SM-249754

Bottlenecks

Assigned
Duration: 20.6 business days (threshold: 4.0 business hours)
Exceeded by 20.1 business days
Scheduled
Duration: 28.2 business days (threshold: 2.0 business days)
Exceeded by 26.2 business days
Reschedule
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Ready to Bill
Duration: 10.4 business days (threshold: 1.0 business days)
Exceeded by 9.4 business days

🔗 Related Artifacts

📞
Case 00526897
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Dec 2, 10:00 AM
Created
Sep 12, 2:57 PM
Invoice #
SM-249754

Work Details (10)

Name Type Status Qty Amount Date
WL-03024499 Labor Open 3 $0.00 Dec 2, 11:04 PM
WL-03024500 Labor Open 1 $0.00 Dec 2, 11:04 PM
WL-03024501 Labor Open 4.5 $513.00 Dec 2, 11:04 PM
WL-03024502 Labor Open 3 $0.00 Dec 2, 11:04 PM
WL-03024511 Parts Open 1 $0.00 Dec 2, 11:06 PM
WL-03024512 Parts Open 1 $0.00 Dec 2, 11:06 PM
WL-03024513 Parts Open 1 $0.00 Dec 2, 11:06 PM
WL-03024514 Parts Open 1 $0.00 Dec 2, 11:06 PM
WL-03029396 Travel Open 120 $539.00 Dec 6, 5:43 PM
WL-03029397 Travel Open 119 $0.00 Dec 6, 5:43 PM

Details