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WO-01306529 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

📍 Ethicon Inc — 3348 Pulliam St, San Angelo TX, 76905

Sep 26, 2025 → Sep 29, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (1 biz days early)
Active: 1 biz days
🕐 Clock stopped: Tech Off Site (Sep 29, 2025)
▶ Clock Running
Status: Created
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Assigned
Sep 26 → Sep 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Sep 28 → Sep 29, 2025
1 business day (counted)
Running total: 1 of ? biz days used
Created: Sep 26, 2025 Tech Off Site: Sep 29, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Sep 26 → Sep 26 Created ▶ Running 0 0
Sep 26 → Sep 26 Ready for Scheduling ▶ Running 0 0
Sep 26 → Sep 28 Assigned ▶ Running 0 0
Sep 28 → Sep 29 Scheduled ▶ Running 1 1
Dispatch 0.0d
Coordinators 1.4d
Field Work 1.1d
Billing 6.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
1.4 days
Field Work
1.1 days
Billing
6.8 days
Over SLA
Created: Sep 26, 2025 Due: Sep 30, 2025 Completed: Sep 30, 2025 (on time)
📅
1.6 days Total Age
⏱️
3.5d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
3.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 28, 2025
Visit 2 Sep 29, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530876
6008105843
Closed
28U SYS-GC-8890-E Repair issues with the 7697A headspace
Priority
High
Origin
Web
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Sep 26, 2025
Work Orders from this Case (1)
WO-01306529 (current) Invoiced
Repair • Jose Gutierrez
Created: Sep 26, 2025 • Closed: Sep 29, 2025
Completed with minor delays
Invoiced • 159 days old
🚨
Primary Delay 3.5 days stuck in "Ready to Bill"
⏱️
Total Delay 3.5 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
Assigned
0.4d / 0.5d SLA
Scheduled
1.0d / 2.0d SLA
Tech Off Site
1.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
5.5d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez ARP to site is 200 miles. Zone 4
🔧 Work Performed
Customer described issues with the headspace gripper, tray error code #334. Attempted to run both normal and factory tray calibrations. However, both failed and gave the same error code. Upon removing gripper assembly, did not notice any visible issues in the cabling or on the hardware itself. Replaced the gripper assembly and executed both factory and normal tray calibrations. Afterward, used the manual tray operations under tray diagnostics to manually move vials to different tray positions. Tray gripper was now operating as expected.
⚠️ Problem Description
28U SYS-GC-8890-E Repair issues with the 7697A headspace
📄 Description
7697A Headspace Sampler, 111
📞 Call Description
SEP 2025 GC REPAIR

Timeline

📞
▶
4 Case Linked Sep 26, 4:47 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01306529
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: Jose Gutierrez
⏳ 0.9 business days
🗓️
▶
2 Status: Scheduled Sep 28, 12:39 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2025-09-29T14:00:00.000+0000
💵
▶
2 4x Expenses Added Sep 28, 11:55 PM
4x Expenses Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3
🚗
Status: Tech Off Site by Jose Gutierrez Sep 29, 1:12 PM
From: Scheduled
To: Tech Off Site
Duration in Previous: 1d 12h
⏱️
▶
4 3x Labor Added Sep 29, 9:37 PM
3x Labor Added → 3x Expenses Added → Parts Added → Status: Completed
💵
3x Expenses Added
Type: Expenses, Travel
Status: Open
Qty: 1, 209, 5
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Jose Gutierrez
From: Tech Off Site
To: Completed
Duration in Previous: 8h 28m
🏁
Status: Closed by Jose Gutierrez Sep 29, 9:44 PM
From: Completed
To: Closed
Duration in Previous: 3m
📄
Status: Ready to Bill by Hannah Shaw Sep 30, 3:38 PM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 54m
⏳ 4.0 business days
💵
▶
2 Status: Billing Review Oct 3, 9:56 AM
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
⏳ 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 8h
💰
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

Ready to Bill
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00530876
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Sep 29, 10:00 AM
Created
Sep 26, 4:47 PM
Invoice #
SM-243053

Work Details (12)

Name Type Status Qty Amount Date
WL-02952534 Expenses Open 1 $0.00 Sep 28, 11:55 PM
WL-02952535 Expenses Open 1 $225.00 Sep 28, 11:55 PM
WL-02952536 Expenses Open 1 $0.00 Sep 28, 11:55 PM
WL-02952537 Travel Open 205 $1,077.00 Sep 28, 11:56 PM
WL-02952538 Labor Open 3 $0.00 Sep 28, 11:57 PM
WL-02953861 Labor Open 1.75 $193.80 Sep 29, 9:37 PM
WL-02953862 Labor Open 3.5 $0.00 Sep 29, 9:37 PM
WL-02953860 Labor Open 0.16666666666667 $0.00 Sep 29, 9:37 PM
WL-02953863 Expenses Open 1 $0.00 Sep 29, 9:38 PM
WL-02953868 Travel Open 209 $0.00 Sep 29, 9:38 PM
WL-02953867 Travel Open 5 $180.00 Sep 29, 9:38 PM
WL-02953869 Parts Open 1 $0.00 Sep 29, 9:39 PM

Details