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WO-01305411 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Part Order • PC

📍 University of Texas — 5901 Forest Park Rd, Dallas TX, 75390

Sep 19, 2025 → Nov 2, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 23, 2025
✗ SLA Missed (27 biz days late)
Active: 29 biz days
🕐 Clock stopped: Completed (Nov 2, 2025)
▶ Clock Running
Status: Created
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
29d
▶ Clock Running
Status: Assigned
Sep 19 → Nov 2, 2025
29 business days (counted)
Running total: 29 of ? biz days used
Created: Sep 19, 2025 Completed: Nov 2, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Sep 19 → Sep 19 Created ▶ Running 0 0
Sep 19 → Sep 19 Ready for Scheduling ▶ Running 0 0
Sep 19 → Nov 2 Assigned ▶ Running 29 29
Dispatch 0.0d
Coordinators 29.5d
Billing 5.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
29.5 days
Over SLA
Billing
5.3 days
Over SLA
Created: Sep 19, 2025 Due: Sep 23, 2025 Completed: Nov 2, 2025 (39 days late)
📅
29.5 days Total Age
⏱️
29.5d in Assigned Longest Stage
🔄
6 transitions Status Changes
⚠️
33.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529035
6008087988
Closed
28R SYS-LC-1260-E Repair Aborting test due a leak.
Priority
High
Origin
Web
Reason
New Case
Contact
Paulina Gonzalez
Owner
Leona Coonrod
Created
Sep 19, 2025
Work Orders from this Case (1)
WO-01305411 (current) Invoiced
Part Order • Maria Davis
Created: Sep 19, 2025 • Closed: Nov 2, 2025
Completed with significant delays
Invoiced • 166 days old
🚨
Primary Delay 29.5 days stuck in "Assigned"
⏱️
Total Delay 33.3 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
29.5d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
5.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/02 20:38a.m.. Parts ONLY. No travel, mileage and zone. MD


10/01 Parts only SO. Customer replaced the capillary. MD


Please assign to Maria Davis ARP to site is 54 miles. Zone 2

🔧 Work Performed
10/01 Parts only SO. Customer replaced the capillary.
🔍 Technician Findings
Parts were provided for agilent.
⚠️ Problem Description
28R SYS-LC-1260-E Repair Aborting test due a leak.
📄 Description
1100 Preparative Pump
📞 Call Description
SEP 2025 LC Parts only

Timeline

📞
▶
4 Case Linked Sep 19, 3:54 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305411
Type: Part Order
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: a0hF00000028i6gIAA, Maria Davis
⚠️ 7.0 business days
🔩
Parts Added Sep 29, 9:30 AM
Type: Parts
Status: Open
Qty: 1
🚨 24.0 business days
✔️
Status: Completed by Maria Davis Nov 2, 11:32 AM
From: Assigned
To: Completed
Duration in Previous: 43d 20h
🏁
Status: Closed by Maria Davis Nov 2, 11:38 AM
From: Completed
To: Closed
Duration in Previous: 6m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 3, 4:45 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 5h
⚠️ 5.9 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: 29.5 business days (threshold: 4.0 business hours)
Exceeded by 29.0 business days
Ready to Bill
Duration: 5.3 business days (threshold: 1.0 business days)
Exceeded by 4.3 business days

🔗 Related Artifacts

📞
Case 00529035
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Part Order
Branch
N/A
Technician
Maria Davis
Scheduled
N/A
Created
Sep 19, 3:55 PM
Invoice #
SM-246148

Work Details (1)

Name Type Status Qty Amount Date
WL-02952804 Parts Open 1 $0.00 Sep 29, 9:30 AM

Details