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WO-01306271 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Preventive Maintenance • PSM

📍 Intuitive Surgical Operations Inc — 1050 Kifer Rd, SUNNYVALE CA, 94086

Sep 25, 2025 → Oct 22, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (11 biz days late)
Active: 15 biz days
Paused: 3 biz days
🕐 Clock stopped: Tech Off Site (Oct 22, 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 26, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 1 of ? biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 26 → Oct 1, 2025
3 business days (not counted)
13d
▶ Clock Running
Status: Scheduled
Oct 1 → Oct 21, 2025
13 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 21 → Oct 22, 2025
1 business day (counted)
Running total: 15 of ? biz days used
Created: Sep 25, 2025 Tech Off Site: Oct 22, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 25 → Sep 25 Created ▶ Running 0 0
Sep 25 → Sep 26 Ready for Scheduling ▶ Running 1 1
Sep 26 → Sep 26 Assigned ▶ Running 0 1
Sep 26 → Oct 1 Awaiting Parts - Customer ⏸ Paused 3 —
Oct 1 → Oct 21 Scheduled ▶ Running 13 14
Oct 21 → Oct 22 Tech On Site ▶ Running 1 15
Dispatch 0.0d
Material Management 4.0d
Coordinators 15.3d
Field Work 2.5d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
4.0 days
Coordinators
15.3 days
Over SLA
Field Work
2.5 days
Over SLA
Billing
1.0 days
Created: Sep 25, 2025 Due: Oct 31, 2025 Completed: Oct 23, 2025 (8 days early)
📅
18.9 days Total Age
⏱️
13.7d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
13.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
24 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 20, 2025
Visit 2 Oct 21, 2025
Visit 3 Oct 22, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530360
Service Order#: 6008104575
Closed
Note 09/25/2025 13:17:55 ROKHATTR [09-25-2025 ATI RM TEAM Roshan Khattry ] Part # 643100634 Qty 1 is on Backorder in 2810. Nothing is in transit and WW. Expedited with the Controller via email to improve the date. Part controllers are expected to respond within 24 hours and we will update as soon as we receive a response. Email sent to FSE and Controller. ____________________ Parts Prediction 09/19/2025 12:48:25 WF-BATCH Agent: PIERCEB Timestamp: 2025-09-19 11:48:11 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP IDP3TS 643100634 ____________________ Note 09/19/2025 12:48:25 WF-BATCH Agent: PIERCEB Timestamp: 2025-09-19 11:48:11 “Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760 Customer Request PM Service
Priority
Standard
Origin
Web
Reason
New Case
Contact
Rick Baldridge
Owner
Leona Coonrod
Created
Sep 25, 2025
Work Orders from this Case (1)
WO-01306271 (current) Invoiced
Preventive Maintenance • Kwame Cobb
Created: Sep 25, 2025 • Closed: Oct 22, 2025
Completed with significant delays
Invoiced • 160 days old
🚨
Primary Delay 13.7 days stuck in "Scheduled"
⏱️
Total Delay 13.5 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
Ready for Scheduling
1.5d / 1.0d SLA
Awaiting Parts - Customer
4.0d
Scheduled
13.7d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Tech Off Site
1.3d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-1 Mburris email from POC to set

10/01/25 lcoonrod

expected delivery date 10/23/2025 for part 643100634 VALVE 2 -WAY CLIPPARD ETN-2M-24.  


9/25/25 lcoonrod part 670029096 shipped on way bill 393602758054 Other parts have not shipped yet.

🔧 Work Performed
Completed Service Tasks: Inspection and Cleaning Performed a comprehensive inspection and cleaning of: Spectrometer Valve block Manifold Component Replacement: Replaced pump tip seal Replaced ion source and filaments Installed new O-rings and seals where required System Verification: Verified integrity of the vacuum system Performed helium sensitivity check Completed full system calibration Calibrated Leak Maintenance: Replaced the calibrated leak Supplied ISO traceable certificate for the new calibrated leak
🔍 Technician Findings
As found: Unit in work lab.
⚠️ Problem Description
Note 09/25/2025 13:17:55 ROKHATTR [09-25-2025 ATI RM TEAM Roshan Khattry ] Part # 643100634 Qty 1 is on Backorder in 2810. Nothing is in transit and WW. Expedited with the Controller via email to improve the date. Part controllers are expected to respond within 24 hours and we will update as soon as we receive a response. Email sent to FSE and Controller. ____________________ Parts Prediction 09/19/2025 12:48:25 WF-BATCH Agent: PIERCEB Timestamp: 2025-09-19 11:48:11 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP IDP3TS 643100634 ____________________ Note 09/19/2025 12:48:25 WF-BATCH Agent: PIERCEB Timestamp: 2025-09-19 11:48:11 “Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760 Customer Request PM Service
📄 Description
VS PD03 Portable Leak Detector
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Sep 25, 11:10 AM
Case Number: 00530360
Subject: Service Order#: 6008104575
Status: Closed
📋
▶
3 Work Order Created Sep 25, 3:41 PM
Work Order Created → 7x Parts Added → Status: Ready for Scheduling
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: 1
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 3m
👷
▶
2 Technician Assigned Sep 26, 8:51 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 17h 6m, 0m
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Oct 1, 2:00 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-24T14:00:00.000+0000
🚨 10.0 business days
📅
Dispatch Scheduled by Michael Burris Oct 15, 12:27 PM
Scheduled For: 2025-10-20T14:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Oct 15, 3:20 PM
Scheduled For: 2025-10-21T14:00:00.000+0000
💵
3x Expenses Added Oct 15, 4:49 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.9 business days
🔧
Status: Tech On Site by Kwame Cobb Oct 21, 10:08 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 20h
💵
8x Expenses Added Oct 21, 11:00 AM
Type: Expenses, Labor, Travel
Status: Open
Qty: 1, 11, 400
🚗
▶
2 Status: Tech Off Site Oct 21, 9:47 PM
Status: Tech Off Site → 4x Labor Added
⏱️
4x Labor Added
Type: Labor, Expenses
Status: Open
Qty: 6, 1
⏳ 1.3 business days
⏱️
▶
2 Labor Added Oct 22, 10:00 PM
Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Oct 22, 10:31 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 2.2 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Oct 26, 9:44 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 11h
⏳ 1.0 business days
📨
▶
2 Status: Invoice Pending Oct 27, 4:11 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.0 business days
🧾
Invoice Created Oct 29, 11:53 AM
Invoice Number: SM-244846

Bottlenecks

Ready for Scheduling
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.3 business hours
Scheduled
Duration: 13.7 business days (threshold: 2.0 business days)
Exceeded by 11.7 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00530360
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Oct 21, 10:00 AM
Created
Sep 25, 3:41 PM
Invoice #
SM-244846

Work Details (24)

Name Type Status Qty Amount Date
WL-02949383 Parts Open 1 $0.00 Sep 25, 3:44 PM
WL-02949384 Parts Open 1 $0.00 Sep 25, 3:44 PM
WL-02949382 Parts Open 1 $0.00 Sep 25, 3:44 PM
WL-02949385 Parts Open 1 $0.00 Sep 25, 3:44 PM
WL-02949386 Parts Open 1 $0.00 Sep 25, 3:44 PM
WL-02949387 Parts Open 1 $0.00 Sep 25, 3:44 PM
WL-02949388 Parts Open 1 $0.00 Sep 25, 3:44 PM
WL-02971877 Expenses Open 1 $375.97 Oct 15, 4:49 PM
WL-02971878 Expenses Open 1 $186.77 Oct 15, 4:49 PM
WL-02971879 Expenses Open 1 $467.78 Oct 15, 4:49 PM
WL-02978229 Expenses Open 1 $50.00 Oct 21, 11:00 AM
WL-02978227 Labor Open 11 $0.00 Oct 21, 11:00 AM
WL-02978228 Labor Open 1 $0.00 Oct 21, 11:00 AM
WL-02978230 Expenses Open 1 $50.00 Oct 21, 11:00 AM
WL-02978231 Expenses Open 1 $151.99 Oct 21, 11:00 AM
WL-02978232 Expenses Open 1 $107.50 Oct 21, 11:00 AM
WL-02978233 Travel Open 400 $800.00 Oct 21, 11:00 AM
WL-02978234 Travel Open 40 $150.00 Oct 21, 11:00 AM
WL-02979313 Labor Open 6 $541.00 Oct 21, 9:48 PM
WL-02979314 Labor Open 1 $0.00 Oct 21, 9:48 PM
WL-02979315 Expenses Open 1 $44.97 Oct 21, 9:49 PM
WL-02979316 Expenses Open 1 $25.00 Oct 21, 9:49 PM
WL-02980890 Labor Open 8 $0.00 Oct 22, 10:00 PM
WL-02980895 Expenses Open 1 $107.50 Oct 22, 10:04 PM

Details