Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01304810 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

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

Sep 17, 2025 → Oct 29, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 18, 2025
✗ SLA Missed (24 biz days late)
Active: 25 biz days
🕐 Clock stopped: Tech Off Site (Oct 23, 2025)
▶ Clock Running
Status: Created
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 17 → Sep 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 17 → Sep 19, 2025
2 business days (counted)
Running total: 2 of ? biz days used
16d
▶ Clock Running
Status: Reschedule
Sep 19 → Oct 14, 2025
16 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 14 → Oct 16, 2025
2 business days (counted)
Running total: 20 of ? biz days used
5d
▶ Clock Running
Status: Tech Off Site
Oct 16 → Oct 23, 2025
5 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Scheduled
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 25 of ? biz days used
Created: Sep 17, 2025 Tech Off Site: Oct 23, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 17 → Sep 17 Created ▶ Running 0 0
Sep 17 → Sep 17 Ready for Scheduling ▶ Running 0 0
Sep 17 → Sep 19 Assigned ▶ Running 2 2
Sep 19 → Oct 14 Reschedule ▶ Running 16 18
Oct 14 → Oct 16 Scheduled ▶ Running 2 20
Oct 16 → Oct 23 Tech Off Site ▶ Running 5 25
Oct 23 → Oct 23 Scheduled ▶ Running 0 25
Dispatch 0.0d
Coordinators 21.2d
Field Work 10.8d
Billing 6.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
21.2 days
Over SLA
Field Work
10.8 days
Over SLA
Billing
6.4 days
Over SLA
Created: Sep 17, 2025 Due: Sep 18, 2025 Completed: Oct 30, 2025 (41 days late)
📅
30.0 days Total Age
⏱️
15.2d in Reschedule Longest Stage
🔄
10 transitions Status Changes
⚠️
29.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 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 Oct 15, 2025
Visit 2 Oct 16, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00527863
6008073864
Closed
28U SYS-GC-7890-E Repair OTS part installation
Priority
High
Origin
Web
Reason
New Case
Contact
Rene Palacios
Owner
Leona Coonrod
Created
Sep 17, 2025
Work Orders from this Case (2)
WO-01304810 (current) Invoiced
Repair • Maria Davis
Created: Sep 17, 2025 • Closed: Oct 29, 2025
WO-01308975 Reschedule
Repair • Maria Davis
Created: Oct 13, 2025
Completed with significant delays
Invoiced • 168 days old
🚨
Primary Delay 15.2 days stuck in "Reschedule"
⏱️
Total Delay 29.8 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
3.0d / 0.5d SLA
Reschedule
15.2d / 2.0d SLA
Scheduled
3.0d / 2.0d SLA
Tech Off Site
10.8d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
6.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/29- 07:22 PM after working at customer 12 hours. HS Accessory was for 8890, fsg GC was contacted and was acknowledge that the pamphlet is confusing. at the end was not installed and EEOQ can't be performed. An email will be send to Jack to ask if the EEOQ line has to be returned.


10/15 Google map was used to calculate zone 4. MD


09/18 An email was sent to Agilent Dispatch, David was copy. email attached and 09/18 email was sent to all the people in the court. MD


9/18/2025 Sramen - sent teams reminder in service pod chat for SUP/FOM that today is the due date and there is no activity on this WO.

9/17 KKelch- sent message in scheduling chat to SUP/FOM to let them know of this WO

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

🔧 Work Performed
10/16/2025 Customer stated that had have troubles stabilizing the inlet and having pressure shutdowns. EPC was replaced. Instrument was set up as it was found and customer ran sequence using HS. No HS accessory was installed, therefore EEOQ couldn't be performed. 10/15/2025 HS accessory was not compatible for 7890 GC.
⚠️ Problem Description
28U SYS-GC-7890-E Repair OTS part installation
📄 Description
7697A Headspace Sampler, 111
📞 Call Description
SEP 2025 GC REPAIR

Timeline

📞
▶
4 Case Linked Sep 17, 8:32 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01304810
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: Maria Davis
⏳ 3.0 business days
🔄
Status: Reschedule by Maria Davis Sep 19, 7:33 PM
From: Assigned
To: Reschedule
Duration in Previous: 2d 10h
🚨 15.6 business days
📅
▶
2 Dispatch Scheduled Oct 13, 8:47 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Maria Davis
From: Reschedule
To: Scheduled
Duration in Previous: 24d 1h
⏳ 3.0 business days
🚗
Status: Tech Off Site by Maria Davis Oct 16, 2:07 PM
From: Scheduled
To: Tech Off Site
Duration in Previous: 2d 17h
⏳ 2.0 business days
⏱️
10x Labor Added Oct 18, 8:10 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 2, 1, 152, 4
⏱️
2x Labor Added Oct 18, 8:17 PM
Type: Labor
Status: Open
Qty: 3, 4
⏱️
2x Labor Added Oct 19, 10:39 AM
Type: Labor, Parts
Status: Open
Qty: 4.5, 1
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Oct 23, 9:40 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by David Carvalho
Scheduled For: 2025-10-24T05:00:00.000+0000
⚠️ 5.0 business days
✔️
▶
2 Status: Completed Oct 29, 8:21 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Maria Davis
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.5 business days
📄
Status: Ready to Bill by Hannah Shaw Oct 31, 4:48 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 20h
⚠️ 6.9 business days
📨
▶
2 Status: Invoice Pending Nov 10, 3:46 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Nov 10, 4:38 PM
Invoice Number: SM-246148

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Reschedule
Duration: 15.2 business days (threshold: 2.0 business days)
Exceeded by 13.2 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Tech Off Site
Duration: 5.7 business days (threshold: 2.0 business days)
Exceeded by 3.7 business days
Tech Off Site
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 6.4 business days (threshold: 1.0 business days)
Exceeded by 5.4 business days

🔗 Related Artifacts

📞
Case 00527863
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Maria Davis
Scheduled
Oct 24, 1:00 AM
Created
Sep 17, 8:33 AM
Invoice #
SM-246148

Work Details (14)

Name Type Status Qty Amount Date
WL-02976183 Labor Open 2 $228.00 Oct 18, 8:10 PM
WL-02976184 Labor Open 1 $0.00 Oct 18, 8:10 PM
WL-02976185 Labor Open 1 $0.00 Oct 18, 8:10 PM
WL-02976186 Expenses Open 1 $225.00 Oct 18, 8:10 PM
WL-02976187 Expenses Open 1 $0.00 Oct 18, 8:10 PM
WL-02976188 Expenses Open 1 $0.00 Oct 18, 8:10 PM
WL-02976189 Travel Open 152 $718.00 Oct 18, 8:10 PM
WL-02976190 Travel Open 4 $0.00 Oct 18, 8:10 PM
WL-02976191 Travel Open 4 $180.00 Oct 18, 8:10 PM
WL-02976192 Travel Open 152 $0.00 Oct 18, 8:10 PM
WL-02976194 Labor Open 3 $342.00 Oct 18, 8:17 PM
WL-02976195 Labor Open 4 $0.00 Oct 18, 8:17 PM
WL-02976321 Labor Open 4.5 $0.00 Oct 19, 10:39 AM
WL-02976322 Parts Open 1 $0.00 Oct 19, 10:39 AM

Details