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WO-01305895 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

📍 Ecolab Inc — 2305 Sherwin St, Garland TX, 75041

Sep 23, 2025 → Feb 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✗ SLA Missed (25 biz days late)
Active: 91 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
▶ 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
41d
▶ Clock Running
Status: Assigned
Sep 23 → Nov 23, 2025
41 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Reschedule
Nov 23 → Dec 1, 2025
4 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 10, 2025
7 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 52 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 10 → Dec 12, 2025
2 business days (counted)
Running total: 54 of ? biz days used
9d
▶ Clock Running
Status: Reschedule
Dec 12 → Dec 28, 2025
9 business days (counted)
Running total: 63 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Dec 28 → Jan 15, 2026
13 business days (counted)
Running total: 76 of ? biz days used
12d
▶ Clock Running
Status: Reschedule
Jan 15 → Feb 3, 2026
12 business days (counted)
Running total: 88 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 5, 2026
2 business days (counted)
Running total: 90 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 91 of ? biz days used
Created: Sep 23, 2025 Completed: Feb 6, 2026
Show SLA Clock Detail (12 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 23 Assigned ▶ Running 41 41
Nov 23 → Dec 1 Reschedule ▶ Running 4 45
Dec 1 → Dec 10 Scheduled ▶ Running 7 52
Dec 10 → Dec 10 Tech On Site ▶ Running 0 52
Dec 10 → Dec 12 Tech Off Site ▶ Running 2 54
Dec 12 → Dec 28 Reschedule ▶ Running 9 63
Dec 28 → Jan 15 Scheduled ▶ Running 13 76
Jan 15 → Feb 3 Reschedule ▶ Running 12 88
Feb 3 → Feb 5 Scheduled ▶ Running 2 90
Feb 5 → Feb 6 Tech On Site ▶ Running 1 91
Dispatch 0.0d
Coordinators 91.3d
Field Work 4.0d
Billing 12.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
91.3 days
Over SLA
Field Work
4.0 days
Over SLA
Billing
12.2 days
Over SLA
Created: Sep 23, 2025 Due: Dec 31, 2025 Completed: Feb 6, 2026 (36 days late)
📅
90.9 days Total Age
⏱️
41.4d in Assigned Longest Stage
🔄
16 transitions Status Changes
⚠️
93.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (3 reschedules)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Maria Davis — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 9, 2025
Visit 2 Feb 5, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529830
6008016201
Closed
14W SYS-LC-1260II Contract ends 01/31/2026 includes Repair ENHPM / EOQ Enhance PM -, the lamp is automatically changed at time of PM service with no questions. Have techs just order a lamp for an Enhanced PM. G7111B DEAET03460 1260 Infinity II Quaternary Pump G7116A DEAEM09362 1260 Infinity II Multicolumn Thermostat G7114A DEACX26188 1260 Infinity II VW Detector G7129A DEAEQ47099 1260 Infinity II Vialsampler
Priority
High
Origin
Web
Reason
New Case
Contact
Jorge Zablah
Owner
Leona Coonrod
Created
Sep 23, 2025
Work Orders from this Case (2)
WO-01305894 Invoiced
Preventive Maintenance • Maria Davis
Created: Sep 23, 2025 • Closed: Dec 11, 2025
WO-01305895 (current) Invoiced
EOQ • Maria Davis
Created: Sep 23, 2025 • Closed: Feb 5, 2026
Completed with significant delays
Invoiced • 162 days old
🚨
Primary Delay 41.4 days stuck in "Assigned"
⏱️
Total Delay 93.8 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
41.4d / 0.5d SLA
Reschedule
26.7d / 2.0d SLA
Scheduled
23.3d / 2.0d SLA
Tech Off Site
2.4d / 2.0d SLA
Tech On Site
1.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Billing Review
0.1d / 2.0d SLA
Ready to Bill
12.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2=07 Closed it but didnt procesed. I have to restart over an over mService. 2 systems that they dont communicate meaning duolicated worked is unproductive.



Matia Davis


2.6.26 hshaw - moved WO to BR, mService not close. TBA $978.00

02/05 Google map was used to calculate zone. A deviation was logged in and it was explained to the customer. MD


01/26 Due to winter storm, site was closed and icy roads caused delays.


01/20 switch on/off was faulty, after was cleaned, the repair was completed replacing a good refurbished optical unit and EEOQ would be schedule on 01/26


01/14/2026 01/14/2026 fsg suggested main board and optical unit should be ordered and replaced at the same time.


12/09 Travel, zone and mileage are on WO-01305894.

During the PM the holmium text kept failing and a repair SO was 6008276703 created


MD


Please assign to Maria Davis ARP to site is 42 miles. Zone 1

🔧 Work Performed
02/05/2024 EEOQ was completed after repaired. All tests passed. System was flushed with H2O and with customer's mobile phase. Session was signed off. 12/09/2025 ACE EEOQ session was created and methods were created.. During the PM the holmium text kept failing and a repair SO 6008276703 was created
🔍 Technician Findings
2=07 Closed it but didnt procesed. I have to restart over an over mService. 2 systems that they dont communicate meaning duolicated worked is unproductive. 1000183734.jpg 1000183739.jpg
⚠️ Problem Description
14W SYS-LC-1260II Contract ends 01/31/2026 includes Repair ENHPM / EOQ Enhance PM -, the lamp is automatically changed at time of PM service with no questions. Have techs just order a lamp for an Enhanced PM. G7111B DEAET03460 1260 Infinity II Quaternary Pump G7116A DEAEM09362 1260 Infinity II Multicolumn Thermostat G7114A DEACX26188 1260 Infinity II VW Detector G7129A DEAEQ47099 1260 Infinity II Vialsampler
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
DEC 2025 LC EOQ

Timeline

📞
▶
4 Case Linked Sep 23, 5:01 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305895
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: a0hF00000028i6gIAA, Maria Davis
🚨 41.9 business days
🔄
Status: Reschedule by Maria Davis Nov 23, 11:40 AM
From: Assigned
To: Reschedule
Duration in Previous: 60d 19h
⏳ 3.8 business days
📅
▶
2 Dispatch Scheduled Dec 1, 6:05 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Maria Davis
From: Reschedule
To: Scheduled
Duration in Previous: 7d 18h
📅
Dispatch Scheduled by Maria Davis Dec 1, 6:14 AM
Scheduled For: 2025-12-09T20:00:00.000+0000
⚠️ 8.0 business days
🔧
Status: Tech On Site by Maria Davis Dec 10, 9:55 AM
From: Scheduled, Tech On Site
To: Tech On Site, Tech Off Site
Duration in Previous: 9d 3h, 0m
⏳ 2.0 business days
⏱️
▶
2 Labor Added Dec 11, 10:23 PM
Labor Added → Status: Reschedule
🔄
Status: Reschedule by Maria Davis
From: Tech Off Site
To: Reschedule
Duration in Previous: 1d 12h
🚨 10.2 business days
📅
▶
2 Dispatch Scheduled Dec 28, 8:48 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Maria Davis
From: Reschedule
To: Scheduled
Duration in Previous: 16d 10h
🚨 12.0 business days
🔄
Status: Reschedule by Maria Davis Jan 14, 9:16 PM
From: Scheduled
To: Reschedule
Duration in Previous: 17d 12h
🚨 12.4 business days
🗓️
▶
2 Status: Scheduled Feb 3, 12:21 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-02-05T14:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Maria Davis Feb 5, 10:06 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 9h
⏱️
6x Labor Added Feb 5, 10:21 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 2, 8.5, 1, 44
✔️
Status: Completed by Maria Davis Feb 5, 11:26 PM
From: Tech On Site
To: Completed
Duration in Previous: 13h 19m
🏁
Status: Closed by Maria Davis Feb 5, 11:32 PM
From: Completed
To: Closed
Duration in Previous: 6m
💵
Status: Billing Review by Hannah Shaw Feb 6, 5:49 PM
From: Closed
To: Billing Review
Duration in Previous: 18h 16m
⏳ 0.8 business days
🏁
Status: Closed by Maria Davis Feb 8, 3:53 PM
From: Billing Review
To: Closed
Duration in Previous: 1d 22h
⏳ 4.0 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 12, 8:12 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 16h
🚨 11.8 business days
📨
▶
3 Status: Invoice Pending Mar 2, 6:40 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255302
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m

Bottlenecks

Assigned
Duration: 41.4 business days (threshold: 4.0 business hours)
Exceeded by 40.9 business days
Reschedule
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Tech Off Site
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business hours
Reschedule
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Scheduled
Duration: 12.3 business days (threshold: 2.0 business days)
Exceeded by 10.3 business days
Reschedule
Duration: 12.7 business days (threshold: 2.0 business days)
Exceeded by 10.7 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.4 business hours
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days

🔗 Related Artifacts

📞
Case 00529830
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Maria Davis
Scheduled
Feb 5, 9:00 AM
Created
Sep 23, 5:02 PM
Invoice #
SM-255302

Work Details (7)

Name Type Status Qty Amount Date
WL-03035263 Labor Open 2 $0.00 Dec 11, 10:23 PM
WL-03094486 Labor Open 2 $0.00 Feb 5, 10:21 PM
WL-03094487 Labor Open 8.5 $798.00 Feb 5, 10:21 PM
WL-03094488 Labor Open 2 $0.00 Feb 5, 10:21 PM
WL-03094489 Expenses Open 1 $0.00 Feb 5, 10:21 PM
WL-03094490 Travel Open 44 $180.00 Feb 5, 10:21 PM
WL-03094491 Travel Open 44 $0.00 Feb 5, 10:21 PM

Details