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WO-01304819 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Overhaul • PSM

📍 Vacuum Process Engineering Inc — 150 Commerce Cir, Sacramento CA, 95815

Sep 17, 2025 → Sep 30, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✓ SLA Met
Active: 9 biz days
🕐 Clock stopped: Tech Off Site (Sep 30, 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
3d
▶ Clock Running
Status: Assigned
Sep 17 → Sep 22, 2025
3 business days (counted)
Running total: 3 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Sep 22 → Sep 29, 2025
5 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 29 → Sep 30, 2025
1 business day (counted)
Running total: 9 of ? biz days used
Created: Sep 17, 2025 Tech Off Site: Sep 30, 2025
Show SLA Clock Detail (5 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 22 Assigned ▶ Running 3 3
Sep 22 → Sep 29 Scheduled ▶ Running 5 8
Sep 29 → Sep 30 Tech On Site ▶ Running 1 9
Dispatch 0.0d
Coordinators 9.6d
Field Work 2.2d
Billing 2.1d
✓ SLA Met
Dispatch
0.0 days
Coordinators
9.6 days
Over SLA
Field Work
2.2 days
Over SLA
Billing
2.1 days
Created: Sep 17, 2025 Due: Sep 24, 2025 Completed: Sep 30, 2025 (5 days late)
📅
10.0 days Total Age
⏱️
5.3d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
10.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
17 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 28, 2025
Visit 2 Sep 29, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527714
6008073980
Closed
Parts Prediction 09/10/2025 15:01:55 WF-BATCH Agent: PIERCEB Timestamp: 2025-09-10 14:01:47 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP X3815-67000 G8603-60002 EX8699367 ____________________ Note 09/10/2025 15:01:54 WF-BATCH Agent: PIERCEB Timestamp: 2025-09-10 14:01:47 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760. It is stuck in pressure wait.
Priority
Standard
Origin
Web
Reason
New Case
Contact
Bob Hayes
Owner
Leona Coonrod
Created
Sep 16, 2025
Work Orders from this Case (1)
WO-01304819 (current) Invoiced
Overhaul • Kwame Cobb
Created: Sep 17, 2025 • Closed: Sep 30, 2025
Completed with significant delays
Invoiced • 168 days old
🚨
Primary Delay 5.3 days stuck in "Scheduled"
⏱️
Total Delay 10.6 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
Ready for Scheduling
0.5d / 1.0d SLA
Assigned
3.9d / 0.5d SLA
Scheduled
5.3d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Closed
4.8d / 1.0d SLA
Ready to Bill
0.7d / 1.0d SLA
Invoice Pending
1.4d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
9-25 Pgreen customer has requested service a day earlier

9-22 Mburris email from POC to set

9-22 Mburris email sent looking for 9-30

9/17/25 lcoonrod way bill 393281818925 SCHEDULED DELIVERY DATE Wednesday Before 10:30 AM way bill 393285435874 DELIVERY DATE Wednesday Estimated between 9:00 AM - 1:00 PM

🔧 Work Performed
Completed Service Tasks: Inspection and Cleaning: Full inspection and cleaning of the spectrometer, valve block, and manifold. Component Replacement: Replaced pump tip seal. Replaced turbo pump. Replaced ion source and filaments. Installed new O-rings and seals where necessary. System Verification: Verified vacuum system integrity. Performed helium sensitivity check. Conducted full system calibration. Calibrated Leak Maintenance: Replaced calibrated leak. Supplied ISO traceable certificate for the new calibrated leak.
🔍 Technician Findings
As found: Unit in workshop.
⚠️ Problem Description
Parts Prediction 09/10/2025 15:01:55 WF-BATCH Agent: PIERCEB Timestamp: 2025-09-10 14:01:47 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP X3815-67000 G8603-60002 EX8699367 ____________________ Note 09/10/2025 15:01:54 WF-BATCH Agent: PIERCEB Timestamp: 2025-09-10 14:01:47 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760. It is stuck in pressure wait.
📄 Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞 Call Description
VPD Field Overhaul Trade

Timeline

📞
Case Linked Sep 16, 3:36 PM
Case Number: 00527714
Subject: 6008073980
Status: Closed
📋
▶
3 Work Order Created Sep 17, 9:29 AM
Work Order Created → 8x Parts Added → Status: Ready for Scheduling
🔩
8x Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Status: Assigned Sep 17, 1:11 PM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Sep 22, 5:19 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-09-30T14:00:00.000+0000
⏳ 3.8 business days
📅
Dispatch Scheduled by Peter Green Sep 25, 9:04 PM
Scheduled For: 2025-09-29T14:00:00.000+0000
💵
2x Expenses Added Sep 26, 2:54 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Kwame Cobb Sep 29, 11:14 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 17h
⏱️
7x Labor Added Sep 29, 9:15 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 8, 0.5, 7, 1, 110, 20
🚗
Status: Tech Off Site by Kwame Cobb Sep 29, 9:20 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 10h 6m
✔️
Status: Completed by Kwame Cobb Sep 30, 1:59 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 16h 38m, 0m
⚠️ 5.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Oct 6, 11:04 AM
From: Closed
To: Ready to Bill
Duration in Previous: 5d 21h
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 4:41 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 5h 36m
💰
Status: Invoiced by Hannah Shaw Oct 7, 11:09 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 18h 27m
⏳ 4.0 business days
🧾
Invoice Created Oct 13, 12:51 PM
Invoice Number: SM-243031

Bottlenecks

Assigned
Duration: 3.9 business days (threshold: 4.0 business hours)
Exceeded by 3.4 business days
Scheduled
Duration: 5.3 business days (threshold: 2.0 business days)
Exceeded by 3.3 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.3 business hours
Closed
Duration: 4.8 business days (threshold: 1.0 business days)
Exceeded by 3.8 business days

🔗 Related Artifacts

📞
Case 00527714
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Overhaul
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Sep 29, 10:00 AM
Created
Sep 17, 9:29 AM
Invoice #
SM-243031

Work Details (17)

Name Type Status Qty Amount Date
WL-02938381 Parts Open 1 $0.00 Sep 17, 9:32 AM
WL-02938382 Parts Open 1 $0.00 Sep 17, 9:32 AM
WL-02938383 Parts Open 1 $0.00 Sep 17, 9:32 AM
WL-02938384 Parts Open 1 $0.00 Sep 17, 9:32 AM
WL-02938385 Parts Open 1 $0.00 Sep 17, 9:32 AM
WL-02938386 Parts Open 1 $0.00 Sep 17, 9:32 AM
WL-02938387 Parts Open 1 $0.00 Sep 17, 9:32 AM
WL-02938388 Parts Open 1 $0.00 Sep 17, 9:32 AM
WL-02951018 Expenses Open 1 $5.00 Sep 26, 2:54 PM
WL-02951019 Expenses Open 1 $577.41 Sep 26, 2:54 PM
WL-02953793 Labor Open 8 $0.00 Sep 29, 9:15 PM
WL-02953794 Labor Open 0.5 $0.00 Sep 29, 9:15 PM
WL-02953795 Labor Open 7 $920.00 Sep 29, 9:15 PM
WL-02953796 Labor Open 0.5 $0.00 Sep 29, 9:15 PM
WL-02953797 Expenses Open 1 $50.00 Sep 29, 9:15 PM
WL-02953798 Travel Open 110 $450.00 Sep 29, 9:15 PM
WL-02953799 Travel Open 20 $150.00 Sep 29, 9:15 PM

Details