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WO-01304414 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

📍 Allergan Inc — 8301 Mars Dr, Waco TX, 76712

Sep 15, 2025 → Nov 23, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (3 biz days early)
Active: 47 biz days
🕐 Clock stopped: Tech Off Site (Nov 21, 2025)
▶ Clock Running
Status: Created
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
17d
▶ Clock Running
Status: Assigned
Sep 15 → Oct 8, 2025
17 business days (counted)
Running total: 17 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Oct 8 → Oct 28, 2025
13 business days (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Reschedule
Oct 28 → Nov 2, 2025
3 business days (counted)
Running total: 33 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Nov 2 → Nov 19, 2025
12 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 19 → Nov 21, 2025
2 business days (counted)
Running total: 47 of ? biz days used
Created: Sep 15, 2025 Tech Off Site: Nov 21, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 15 → Sep 15 Created ▶ Running 0 0
Sep 15 → Sep 15 Ready for Scheduling ▶ Running 0 0
Sep 15 → Oct 8 Assigned ▶ Running 17 17
Oct 8 → Oct 28 Scheduled ▶ Running 13 30
Oct 28 → Nov 2 Reschedule ▶ Running 3 33
Nov 2 → Nov 19 Scheduled ▶ Running 12 45
Nov 19 → Nov 21 Tech On Site ▶ Running 2 47
Dispatch 0.0d
Coordinators 47.6d
Field Work 3.0d
Billing 8.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
47.6 days
Over SLA
Field Work
3.0 days
Over SLA
Billing
8.2 days
Over SLA
Created: Sep 15, 2025 Due: Nov 30, 2025 Completed: Nov 23, 2025 (7 days early)
📅
47.8 days Total Age
⏱️
17.8d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
49.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Maria Davis — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 19, 2025
Visit 2 Nov 20, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527258
6008019669
Closed
28U SYS-GC-6890N Contract ends 12/31/2025 includes Repair PM / EOQ G1530N CN10636087 6890N Network GC System G2913A CN61632521 7683B Autoinjector Module G2614A CN41528592 7683 Autosampler tray module
Priority
High
Origin
Web
Reason
New Case
Contact
Rene Palacios
Owner
Leona Coonrod
Created
Sep 15, 2025
Work Orders from this Case (2)
WO-01304413 Invoiced
Preventive Maintenance • Maria Davis
Created: Sep 15, 2025 • Closed: Nov 23, 2025
WO-01304414 (current) Invoiced
EOQ • Maria Davis
Created: Sep 15, 2025 • Closed: Nov 23, 2025
Completed with significant delays
Invoiced • 170 days old
🚨
Primary Delay 17.8 days stuck in "Assigned"
⏱️
Total Delay 49.3 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
17.8d / 0.5d SLA
Scheduled
26.0d / 2.0d SLA
Reschedule
3.8d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
8.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/20 Travel, mileage and zone are on WO-01305709. MD


11/19 Travel, mileage and zone are on WO-01304413. MD



Please assign to Maria Davis ARP to site is 151 miles. Zone 4

🔧 Work Performed
1120/2025 EEOQ was completed per Agilent checklist. GC was off for weeks and take longer to get the FIDs base line to stabilized. ALL tests passed. 11/19/2025 EEOQ GC session ACE 3.x was created, columns were installed and started.
⚠️ Problem Description
28U SYS-GC-6890N Contract ends 12/31/2025 includes Repair PM / EOQ G1530N CN10636087 6890N Network GC System G2913A CN61632521 7683B Autoinjector Module G2614A CN41528592 7683 Autosampler tray module
📄 Description
GC 6890N System
📞 Call Description
NOV 2025 GC EOQ

Timeline

📞
▶
4 Case Linked Sep 15, 1:41 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01304414
Type: EOQ
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: Maria Davis
🚨 18.0 business days
🗓️
▶
2 Status: Scheduled Oct 8, 9:17 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-11-19T20:00:00.000+0000
🚨 14.0 business days
🔄
Status: Reschedule by Maria Davis Oct 28, 1:18 PM
From: Scheduled
To: Reschedule
Duration in Previous: 20d 4h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Nov 2, 1:27 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-11-19T09:00:00.000+0000
🚨 11.0 business days
📅
Dispatch Scheduled by Maria Davis Nov 18, 7:26 PM
Scheduled For: 2025-11-19T20:00:00.000+0000
🔧
Status: Tech On Site by Maria Davis Nov 19, 12:46 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 16d 23h
⏳ 2.0 business days
🚗
Status: Tech Off Site by Maria Davis Nov 20, 8:59 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1d 8h
⏳ 1.4 business days
⏱️
2x Labor Added Nov 23, 10:52 AM
Type: Labor
Status: Open
Qty: 3, 5
✔️
Status: Completed by Maria Davis Nov 23, 11:30 AM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 2d 14h, 0m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 24, 5:26 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 5h
⚠️ 8.8 business days
📨
▶
3 Status: Invoice Pending Dec 8, 3:42 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-248486
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 17.8 business days (threshold: 4.0 business hours)
Exceeded by 17.3 business days
Scheduled
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days
Reschedule
Duration: 3.8 business days (threshold: 2.0 business days)
Exceeded by 1.8 business days
Scheduled
Duration: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 8.2 business days (threshold: 1.0 business days)
Exceeded by 7.2 business days

🔗 Related Artifacts

📞
Case 00527258
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Maria Davis
Scheduled
Nov 19, 3:00 PM
Created
Sep 15, 1:42 PM
Invoice #
SM-248486

Work Details (2)

Name Type Status Qty Amount Date
WL-03017588 Labor Open 3 $0.00 Nov 23, 10:52 AM
WL-03017589 Labor Open 5 $684.00 Nov 23, 10:52 AM

Details