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WO-01306283 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • 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 3.4d
Billing 6.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.4 days
Over SLA
Billing
6.0 days
Over SLA
Created: Sep 25, 2025 Due: Oct 16, 2025 Completed: Sep 30, 2025 (16 days early)
📅
3.5 days Total Age
⏱️
3.4d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
5.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Sep 26, 2025
Visit 2 Sep 30, 2025

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 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 (current) 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 3.4 days stuck in "Assigned"
⏱️
Total Delay 5.3 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
4.1d / 1.0d SLA
Billing Review
0.7d / 2.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TRAVEL 9/26 ON WO-01306282

Please assign to Jose Gutierrez ARP to site is 101 miles. Zone 3

🔧 Work Performed
Performed EOQ per GC.02.52 protocol. All tests passed. No deviations.
⚠️ Problem Description
G4560A 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 EOQ

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, 4:22 PM
Work Order Created → Status: Ready for Scheduling → Status: Assigned → Technician Assigned
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 1m
👷
Status: Assigned by Leona Coonrod
From: Ready for Scheduling, Assigned
To: Assigned, Ready for Scheduling
Duration in Previous: 1m, 0m
👷
Technician Assigned by Leona Coonrod
Technician: a0h8Y00000JjDuFQAV, Jose Gutierrez
👷
▶
2 Technician Assigned Sep 25, 4:32 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 6m
⏳ 3.9 business days
⏱️
6x Labor Added Sep 30, 4:44 PM
Type: Labor, Travel
Status: Open
Qty: 5, 2.75, 1.5, 2.5, 108
✔️
Status: Completed by Jose Gutierrez Sep 30, 5:46 PM
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 5d 1h, 0m
📄
Status: Ready to Bill by Hannah Shaw Oct 1, 3:47 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 1m
⏳ 3.0 business days
💵
Status: Billing Review by Hannah Shaw Oct 3, 9:46 AM
From: Ready to Bill
To: Billing Review
Duration in Previous: 1d 17h
📄
Status: Ready to Bill by Hannah Shaw Oct 3, 3:46 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 5h 59m
⏳ 2.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3d 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 2.2 business hours
Ready to Bill
Duration: 2.5 business days (threshold: 1.0 business days)
Exceeded by 1.5 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.2 business hours

🔗 Related Artifacts

📞
Case 00530317
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
N/A
Created
Sep 25, 4:22 PM
Invoice #
SM-243053

Work Details (6)

Name Type Status Qty Amount Date
WL-02954816 Labor Open 5 $0.00 Sep 30, 4:44 PM
WL-02954817 Labor Open 2.75 $0.00 Sep 30, 4:44 PM
WL-02954818 Labor Open 1.5 $741.00 Sep 30, 4:44 PM
WL-02954819 Labor Open 2.5 $0.00 Sep 30, 4:44 PM
WL-02954823 Travel Open 108 $539.00 Sep 30, 4:44 PM
WL-02954824 Travel Open 108 $0.00 Sep 30, 4:44 PM

Details