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WO-01305967 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Cerilliant Corp — 811 Paloma Dr Ste A, Round Rock TX, 78665

Sep 24, 2025 → Dec 8, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (16 biz days early)
Active: 49 biz days
🕐 Clock stopped: Tech Off Site (Dec 8, 2025)
▶ Clock Running
Status: Created
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
38d
▶ Clock Running
Status: Assigned
Sep 24 → Nov 19, 2025
38 business days (counted)
Running total: 38 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Nov 19 → Dec 8, 2025
11 business days (counted)
Running total: 49 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 49 of ? biz days used
Created: Sep 24, 2025 Tech Off Site: Dec 8, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 24 → Sep 24 Created ▶ Running 0 0
Sep 24 → Sep 24 Ready for Scheduling ▶ Running 0 0
Sep 24 → Nov 19 Assigned ▶ Running 38 38
Nov 19 → Dec 8 Scheduled ▶ Running 11 49
Dec 8 → Dec 8 Tech On Site ▶ Running 0 49
Dispatch 0.0d
Coordinators 50.1d
Field Work 0.7d
Billing 9.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
50.1 days
Over SLA
Field Work
0.7 days
Billing
9.5 days
Over SLA
Created: Sep 24, 2025 Due: Dec 31, 2025 Completed: Dec 8, 2025 (23 days early)
📅
50.0 days Total Age
⏱️
39.0d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
55.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529993
6008018991
Closed
28R SYS-GC-7890A-E Contract ends 08/31/2026 includes Repair PM G3440A CN11431196 Agilent 7890A Series GC Custom G4556A CN11430018 7697A Headspace Sampler, 12 Vial
Priority
High
Origin
Web
Reason
New Case
Contact
Samuel Giuffre
Owner
Leona Coonrod
Created
Sep 24, 2025
Work Orders from this Case (1)
WO-01305967 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Sep 24, 2025 • Closed: Dec 8, 2025
Completed with significant delays
Invoiced • 161 days old
🚨
Primary Delay 39.0 days stuck in "Assigned"
⏱️
Total Delay 55.2 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
39.0d / 0.5d SLA
Scheduled
11.1d / 2.0d SLA
Tech On Site
0.2d / 1.0d SLA
Tech Off Site
0.5d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
9.5d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
JGutierrez 11/19/2025 - Reached out to customer offering schedule date. Please assign to Jose Gutierrez ARP to site is 101 miles. Zone 3
🔧 Work Performed
Performed GC and Headspace preventive maintenance per PM checklist. On GC, replaced both SSL and FID consumables. On Headspace, replaced 3 mL sample loop and sample probe. All diagnostic tests passed.
⚠️ Problem Description
28R SYS-GC-7890A-E Contract ends 08/31/2026 includes Repair PM G3440A CN11431196 Agilent 7890A Series GC Custom G4556A CN11430018 7697A Headspace Sampler, 12 Vial
📄 Description
Agilent 7890A Series GC
📞 Call Description
DEC 2025 GC PM

Timeline

📞
▶
4 Case Linked Sep 24, 10:40 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305967
Type: Preventive Maintenance
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: Jose Gutierrez
🚨 39.0 business days
🗓️
▶
2 Status: Scheduled Nov 19, 5:49 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2025-12-03T15:00:00.000+0000
⚠️ 8.8 business days
📅
Dispatch Scheduled by Jose Gutierrez Dec 3, 9:44 AM
Scheduled For: 2025-12-08T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Jose Gutierrez Dec 8, 12:45 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 18d 18h
🚗
Status: Tech Off Site by Jose Gutierrez Dec 8, 2:03 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 18m
✔️
▶
3 Status: Completed Dec 8, 6:02 PM
Status: Completed → 3x Labor Added → 2x Travel Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 2.5, 3.5
🚗
2x Travel Added
Type: Travel
Status: Open
Qty: 103
🔩
6x Parts Added Dec 8, 6:18 PM
Type: Parts
Status: Open
Qty: 2, 1
🏁
Status: Closed by Jose Gutierrez Dec 8, 6:28 PM
From: Completed
To: Closed
Duration in Previous: 25m
📄
Status: Ready to Bill by Hannah Shaw Dec 9, 3:33 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 5m
⚠️ 7.0 business days
💵
▶
2 Status: Billing Review Dec 17, 6:15 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
⏳ 3.7 business days
📨
▶
3 Status: Invoice Pending Dec 22, 1:38 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-249754
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 39.0 business days (threshold: 4.0 business hours)
Exceeded by 38.5 business days
Scheduled
Duration: 11.1 business days (threshold: 2.0 business days)
Exceeded by 9.1 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.5 business hours
Ready to Bill
Duration: 6.4 business days (threshold: 1.0 business days)
Exceeded by 5.4 business days
Ready to Bill
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days

🔗 Related Artifacts

📞
Case 00529993
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Dec 8, 10:00 AM
Created
Sep 24, 10:40 AM
Invoice #
SM-249754

Work Details (11)

Name Type Status Qty Amount Date
WL-03030589 Labor Open 2.5 $0.00 Dec 8, 6:05 PM
WL-03030590 Labor Open 3.5 $456.00 Dec 8, 6:05 PM
WL-03030591 Labor Open 2.5 $0.00 Dec 8, 6:05 PM
WL-03030597 Travel Open 103 $0.00 Dec 8, 6:06 PM
WL-03030596 Travel Open 103 $539.00 Dec 8, 6:06 PM
WL-03030616 Parts Open 2 $0.00 Dec 8, 6:18 PM
WL-03030617 Parts Open 1 $0.00 Dec 8, 6:18 PM
WL-03030618 Parts Open 1 $0.00 Dec 8, 6:18 PM
WL-03030619 Parts Open 1 $0.00 Dec 8, 6:18 PM
WL-03030614 Parts Open 1 $0.00 Dec 8, 6:18 PM
WL-03030615 Parts Open 2 $0.00 Dec 8, 6:18 PM

Details