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WO-01305710 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Sep 23, 2025 → Nov 23, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (25 biz days early)
Active: 41 biz days
🕐 Clock stopped: Completed (Nov 23, 2025)
▶ Clock Running
Status: Created
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
39d
▶ Clock Running
Status: Assigned
Sep 23 → Nov 19, 2025
39 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 19 → Nov 21, 2025
2 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 21 → Nov 23, 2025
0 business days (counted)
Running total: 41 of ? biz days used
Created: Sep 23, 2025 Completed: Nov 23, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 23 → Sep 23 Created ▶ Running 0 0
Sep 23 → Sep 23 Ready for Scheduling ▶ Running 0 0
Sep 23 → Nov 19 Assigned ▶ Running 39 39
Nov 19 → Nov 21 Scheduled ▶ Running 2 41
Nov 21 → Nov 23 Tech On Site ▶ Running 0 41
Dispatch 0.0d
Coordinators 41.3d
Field Work 1.0d
Billing 8.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
41.3 days
Over SLA
Field Work
1.0 days
Billing
8.2 days
Over SLA
Created: Sep 23, 2025 Due: Dec 31, 2025 Completed: Nov 23, 2025 (38 days early)
📅
42.0 days Total Age
⏱️
39.1d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
46.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529563
6008058252
Closed
28U SYS-GC-6890N Contract ends 12/31/2025 includes Repair PM / EOQ G2614A CN51632890 7683 Autosampler tray module G1530N US10249083 6890N Network GC System G2613A CN13621939 7683 Autoinjector module
Priority
High
Origin
Web
Reason
New Case
Contact
Erika Moya
Owner
Leona Coonrod
Created
Sep 23, 2025
Work Orders from this Case (2)
WO-01305709 Invoiced
Preventive Maintenance • Maria Davis
Created: Sep 23, 2025 • Closed: Nov 23, 2025
WO-01305710 (current) Invoiced
EOQ • Maria Davis
Created: Sep 23, 2025 • Closed: Nov 23, 2025
Completed with significant delays
Invoiced • 162 days old
🚨
Primary Delay 39.1 days stuck in "Assigned"
⏱️
Total Delay 46.0 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
39.1d / 0.5d SLA
Scheduled
2.3d / 2.0d SLA
Tech On Site
1.0d / 1.0d 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 Google map was used to calculate zone and travel returning to home. MD


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

🔧 Work Performed
11/20/2025 EEOQ GC session ACE 3.x was created, columns were installed and started. Data acquisition is Empower, Work laptop with OpenLAB CDS Chemmstaion C.01.10 was used to run the tests. EEOQ was completed per Agilent checklist. GC was off for weeks and take longer to get the FIDs base line to stabilized. Data was reviewed with customer and GC is working with Empower. after EEOQ ALL tests passed.
⚠️ Problem Description
28U SYS-GC-6890N Contract ends 12/31/2025 includes Repair PM / EOQ G2614A CN51632890 7683 Autosampler tray module G1530N US10249083 6890N Network GC System G2613A CN13621939 7683 Autoinjector module
📄 Description
GC 6890N System
📞 Call Description
DEC 2025 GC EOQ

Timeline

📞
▶
4 Case Linked Sep 23, 9:35 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305710
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
🚨 39.0 business days
🗓️
▶
2 Status: Scheduled Nov 18, 7:29 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-11-21T14:00:00.000+0000
⏳ 2.6 business days
🔧
Status: Tech On Site by Maria Davis Nov 20, 9:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 1h
⏳ 1.4 business days
⏱️
▶
2 5x Labor Added Nov 23, 1:23 PM
5x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Maria Davis Nov 23, 1:29 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2d 16h, 0m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 24, 5:33 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 4h
⚠️ 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: 39.1 business days (threshold: 4.0 business hours)
Exceeded by 38.6 business days
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.0 business hours
Ready to Bill
Duration: 8.2 business days (threshold: 1.0 business days)
Exceeded by 7.2 business days

🔗 Related Artifacts

📞
Case 00529563
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Maria Davis
Scheduled
Nov 21, 9:00 AM
Created
Sep 23, 9:36 AM
Invoice #
SM-248486

Work Details (6)

Name Type Status Qty Amount Date
WL-03017679 Labor Open 1 $0.00 Nov 23, 1:23 PM
WL-03017680 Labor Open 9 $684.00 Nov 23, 1:23 PM
WL-03017681 Labor Open 5 $0.00 Nov 23, 1:23 PM
WL-03017682 Travel Open 5 $180.00 Nov 23, 1:23 PM
WL-03017683 Travel Open 151 $0.00 Nov 23, 1:23 PM
WL-03017684 Expenses Open 1 $0.00 Nov 23, 1:26 PM

Details