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WO-01306281 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Installation • PC

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

Sep 25, 2025 → Sep 30, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 16, 2025
✓ SLA Met (11 biz days early)
Active: 3 biz days
🕐 Clock stopped: Completed (Sep 30, 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
▶ Clock Running
Status: Assigned
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
3d
▶ Clock Running
Status: Assigned
Sep 25 → Sep 30, 2025
3 business days (counted)
Running total: 3 of ? biz days used
Created: Sep 25, 2025 Completed: Sep 30, 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 25 Assigned ▶ Running 0 0
Sep 25 → Sep 25 Ready for Scheduling ▶ Running 0 0
Sep 25 → Sep 30 Assigned ▶ Running 3 3
Dispatch 0.0d
Coordinators 3.5d
Billing 4.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.5 days
Over SLA
Billing
4.7 days
Over SLA
Created: Sep 25, 2025 Due: Oct 16, 2025 Completed: Sep 30, 2025 (16 days early)
📅
3.5 days Total Age
⏱️
3.5d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
5.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530317
waiting on product to be built - 6008073550
Closed
SS 7697A Upgrade from 12 to 111 Vial 314070960; I&F; DLVD 16.09.2025 INSTALLATION / FAMILIARIZATION / EIQ / EOQ / SITEPREP
Priority
High
Origin
Phone
Reason
New Case
Contact
Ning Chang
Owner
Leona Coonrod
Created
Sep 25, 2025
Work Orders from this Case (5)
WO-01306279 Invoiced
Installation • Jose Gutierrez
Created: Sep 25, 2025 • Closed: Sep 30, 2025
WO-01306281 (current) Invoiced
Installation • Jose Gutierrez
Created: Sep 25, 2025 • Closed: Sep 30, 2025
WO-01306282 Invoiced
EIQ • Jose Gutierrez
Created: Sep 25, 2025 • Closed: Sep 30, 2025
WO-01306283 Invoiced
EOQ • Jose Gutierrez
Created: Sep 25, 2025 • Closed: Sep 30, 2025
WO-01306284 Invoiced
Site Prep • Jose Gutierrez
Created: Sep 25, 2025 • Closed: Sep 26, 2025
Completed with minor delays
Invoiced • 160 days old
🚨
Primary Delay 3.5 days stuck in "Ready to Bill"
⏱️
Total Delay 5.8 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
3.4d / 0.5d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
3.5d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez ARP to site is 101 miles. Zone 3
🔧 Work Performed
SITEPREP completed.
⚠️ Problem Description
SS 7697A Upgrade from 12 to 111 Vial 314070960; I&F; DLVD 16.09.2025 INSTALLATION / FAMILIARIZATION / EIQ / EOQ / SITEPREP
📄 Description
Agilent - G4560A - Upgrade kit for 7697A Headspace Sampler
📞 Call Description
OCT 2025 SITEPREP

Timeline

📞
Case Linked Sep 25, 10:00 AM
Case Number: 00530317
Subject: waiting on product to be built - 6008073550
Status: Closed
📋
▶
4 Work Order Created Sep 25, 4:20 PM
Work Order Created → Status: Ready for Scheduling → Technician Assigned → Status: Assigned
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
Technician Assigned by Leona Coonrod
Technician: a0h8Y00000JjDuFQAV, Jose Gutierrez
👷
Status: Assigned by Leona Coonrod
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
📅
Status: Ready for Scheduling by Leona Coonrod Sep 25, 4:26 PM
From: Assigned
To: Ready for Scheduling
Duration in Previous: 1m
👷
▶
2 Technician Assigned Sep 25, 4:31 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 5m
⏳ 3.9 business days
⏱️
Labor Added Sep 30, 4:54 PM
Type: Labor
Status: Open
Qty: 0.5
✔️
Status: Completed by Jose Gutierrez Sep 30, 5:15 PM
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 5d 0h, 0m
📄
Status: Ready to Bill by Hannah Shaw Oct 1, 3:53 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 37m
⏳ 4.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 5d 2h
💰
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: 3.4 business days (threshold: 4.0 business hours)
Exceeded by 2.9 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Ready to Bill
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00530317
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Installation
Branch
N/A
Technician
Jose Gutierrez
Scheduled
N/A
Created
Sep 25, 4:20 PM
Invoice #
SM-243053

Work Details (1)

Name Type Status Qty Amount Date
WL-02954837 Labor Open 0.5 $57.00 Sep 30, 4:54 PM

Details