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← WO Overview

WO-01306133 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

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

Sep 25, 2025 → Sep 28, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 26, 2025
✗ SLA Missed
Active: 1 biz days
🕐 Clock stopped: Tech Off Site (Sep 27, 2025)
▶ Clock Running
Status: Created
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Assigned
Sep 25 → Sep 26, 2025
1 business day (counted)
Running total: 1 of ? biz days used
0d
▶ Clock Running
Status: Scheduled
Sep 26 → Sep 27, 2025
0 business days (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 27 → Sep 27, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Sep 25, 2025 Tech Off Site: Sep 27, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 25 → Sep 25 Created ▶ Running 0 0
Sep 25 → Sep 25 Ready for Scheduling ▶ Running 0 0
Sep 25 → Sep 26 Assigned ▶ Running 1 1
Sep 26 → Sep 27 Scheduled ▶ Running 0 1
Sep 27 → Sep 27 Tech On Site ▶ Running 0 1
Dispatch 0.0d
Coordinators 3.0d
Billing 6.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
3.0 days
Over SLA
Billing
6.7 days
Over SLA
Created: Sep 25, 2025 Due: Sep 26, 2025 Completed: Sep 28, 2025 (1 days late)
📅
2.0 days Total Age
⏱️
5.5d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
6.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530284
6008101630
Closed
28R SYS-LC-1260 Repair No OTS FSE SO request
Priority
High
Origin
Web
Reason
New Case
Contact
Miguel Magallanes
Owner
Leona Coonrod
Created
Sep 25, 2025
Work Orders from this Case (1)
WO-01306133 (current) Invoiced
Repair • Maria Davis
Created: Sep 25, 2025 • Closed: Sep 28, 2025
Completed with minor delays
Invoiced • 160 days old
🚨
Primary Delay 5.5 days stuck in "Ready to Bill"
⏱️
Total Delay 6.0 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
2.0d / 0.5d SLA
Scheduled
1.0d / 2.0d SLA
Tech Off Site
0.0d / 2.0d 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, Got assigned in 09/25 while driving and them site with no internet or cell phone reception, due date Sep 26th. No dispatch assistance after copy and paste while creating the WO, after technicians has to schedule, troubleshooting, order parts if needed and more. Good to point out that is in assigned status, What is the assistance that technician for Agilent LSCA gets? Technician ONSITE 09/25. MD


09/25 2nd call of today. Travel, mileage and zone are on WO-01274559



09/25/2025 windows 11 update delete files for graphics and software didn’t launch; Agilent instructions were followed to get file. Software is working as expected. Customer created a sequence and ran a sample.


9/26/25 RCook- Notified DCarvalho that WO is still in assigned status.



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

🔧 Work Performed
09/25/2025 windows 11 update delete files for graphics and software didn’t launch; Agilent instructions were followed to get file. Software is working as expected. Customer created a sequence and ran a sample.
⚠️ Problem Description
28R SYS-LC-1260 Repair No OTS FSE SO request
📄 Description
1260 Infinity Fluoresc. Detector Spectra
📞 Call Description
SEP 2025 LC REPAIR

Timeline

📞
▶
4 Case Linked Sep 25, 9:01 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01306133
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: a0hF00000028i6gIAA, Maria Davis
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Sep 26, 11:48 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by David Carvalho
Scheduled For: 2025-09-29T15:00:00.000+0000
⏳ 1.0 business days
📅
▶
2 Dispatch Scheduled Sep 27, 4:12 PM
Dispatch Scheduled → Status: Tech On Site
🔧
Status: Tech On Site by Maria Davis
From: Scheduled, Tech On Site
To: Tech On Site, Tech Off Site
Duration in Previous: 1d 4h, 0m
⏱️
▶
2 Labor Added Sep 28, 8:43 AM
Labor Added → Status: Completed
✔️
Status: Completed by Maria Davis
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 16h 34m, 0m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Sep 29, 4:19 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 7h
⚠️ 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: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Ready to Bill
Duration: 5.5 business days (threshold: 1.0 business days)
Exceeded by 4.5 business days

🔗 Related Artifacts

📞
Case 00530284
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Maria Davis
Scheduled
Sep 25, 12:00 PM
Created
Sep 25, 9:06 AM
Invoice #
SM-243053

Work Details (1)

Name Type Status Qty Amount Date
WL-02952180 Labor Open 2.5 $285.00 Sep 28, 8:43 AM

Details