Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01305663 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

📍 McCormick & Company Incorporated — 3300 Century Cir, Irving TX, 75062

Sep 22, 2025 → Sep 28, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 23, 2025
✗ SLA Missed (3 biz days late)
Active: 4 biz days
🕐 Clock stopped: Tech Off Site (Sep 27, 2025)
▶ Clock Running
Status: Created
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 22 → Sep 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Sep 22 → Sep 27, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Scheduled
Sep 27 → Sep 27, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 27 → Sep 27, 2025
0 business days (counted)
Running total: 4 of ? biz days used
Created: Sep 22, 2025 Tech Off Site: Sep 27, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 22 → Sep 22 Created ▶ Running 0 0
Sep 22 → Sep 22 Ready for Scheduling ▶ Running 0 0
Sep 22 → Sep 27 Assigned ▶ Running 4 4
Sep 27 → Sep 27 Scheduled ▶ Running 0 4
Sep 27 → Sep 27 Tech On Site ▶ Running 0 4
Dispatch 0.0d
Coordinators 4.4d
Billing 6.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.4 days
Over SLA
Billing
6.7 days
Over SLA
Created: Sep 22, 2025 Due: Sep 23, 2025 Completed: Sep 28, 2025 (4 days late)
📅
4.4 days Total Age
⏱️
5.5d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
8.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00529459
6008090000
Closed
28R SYS-LC-1260 Repair leaking cell
Priority
High
Origin
Web
Reason
New Case
Contact
Miguel Magallanes
Owner
Leona Coonrod
Created
Sep 22, 2025
Work Orders from this Case (1)
WO-01305663 (current) Invoiced
Repair • Maria Davis
Created: Sep 22, 2025 • Closed: Sep 28, 2025
Completed with minor delays
Invoiced • 163 days old
🚨
Primary Delay 5.5 days stuck in "Ready to Bill"
⏱️
Total Delay 8.3 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
4.4d / 0.5d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
5.5d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

09/27, BACKORDER parts. No dispatch assistance after copy and paste while creating the WO, after technicians has to schedule, troubleshooting, order parts if needed and more. What is the assistance that technician for Agilent LSCA gets? Technician ONSITE 09/26. MD


Please assign to Maria Davis ARP to site is 59 miles. Zone 2

🔧 Work Performed
09/26/2025 system was flushed with IPA to clean the cell; it was flushed with H2O wavelength accuracy test failed. Cell looked cracked and felt wet; it was replaced. It was flushed thoroughly with H2O and FLD was calibrated. All test passed.
⚠️ Problem Description
28R SYS-LC-1260 Repair leaking cell
📄 Description
1260 Infinity Fluoresc. Detector Spectra
📞 Call Description
SEP 225 LC REPAIR

Timeline

📞
▶
4 Case Linked Sep 22, 5:07 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305663
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
⏳ 4.9 business days
🗓️
▶
2 Status: Scheduled Sep 27, 4:16 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-09-26T14:00:00.000+0000
🚗
▶
3 5x Travel Added Sep 28, 9:13 AM
5x Travel Added → 3x Labor Added → Status: Completed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 3, 2.5
✔️
Status: Completed by Maria Davis
From: Tech Off Site
To: Completed
Duration in Previous: 17h 1m
🏁
Status: Closed by Maria Davis Sep 28, 9:33 AM
From: Completed
To: Closed
Duration in Previous: 14m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Sep 29, 4:17 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 6h
⚠️ 6.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 1h
💰
Status: Invoiced by Hannah Shaw Oct 7, 1:54 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 19h 47m
🧾
Invoice Created Oct 7, 3:32 PM
Invoice Number: SM-243053

Bottlenecks

Assigned
Duration: 4.4 business days (threshold: 4.0 business hours)
Exceeded by 3.9 business days
Ready to Bill
Duration: 5.5 business days (threshold: 1.0 business days)
Exceeded by 4.5 business days

🔗 Related Artifacts

📞
Case 00529459
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Maria Davis
Scheduled
Sep 26, 10:00 AM
Created
Sep 22, 5:07 PM
Invoice #
SM-243053

Work Details (8)

Name Type Status Qty Amount Date
WL-02952182 Travel Open 58 $359.00 Sep 28, 9:13 AM
WL-02952183 Travel Open 56 $0.00 Sep 28, 9:13 AM
WL-02952184 Parts Open 1 $0.00 Sep 28, 9:13 AM
WL-02952185 Parts Open 1 $0.00 Sep 28, 9:13 AM
WL-02952186 Parts Open 3 $0.00 Sep 28, 9:13 AM
WL-02952187 Labor Open 3 $342.00 Sep 28, 9:16 AM
WL-02952188 Labor Open 2.5 $0.00 Sep 28, 9:16 AM
WL-02952189 Labor Open 2.5 $0.00 Sep 28, 9:16 AM

Details