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WO-01306743 ↗ ServiceMax

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

📍 Wasco Sales & Marketing Inc — 1420 Judo Ln, EMMETT ID, 83617

Sep 29, 2025 → Oct 19, 2025

✅ Completed
PSM
SLA Clock
Last business day of September 2025 · Target: Sep 30, 2025
✗ SLA Missed (3 biz days late)
Active: 5 biz days
Paused: 6 biz days
🕐 Clock stopped: Tech Off Site (Oct 15, 2025)
▶ Clock Running
Status: Created
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸6d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Sep 29 → Oct 7, 2025
6 business days (not counted)
3d
▶ Clock Running
Status: Ready for Scheduling
Oct 7 → Oct 10, 2025
3 business days (counted)
Running total: 3 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Oct 10 → Oct 14, 2025
1 business day (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 14 → Oct 15, 2025
1 business day (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 15 → Oct 15, 2025
0 business days (counted)
Running total: 5 of ? biz days used
Created: Sep 29, 2025 Tech Off Site: Oct 15, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Sep 29 → Sep 29 Created ▶ Running 0 0
Sep 29 → Sep 29 Ready for Scheduling ▶ Running 0 0
Sep 29 → Sep 29 Assigned ▶ Running 0 0
Sep 29 → Oct 7 Awaiting Parts - Customer ⏸ Paused 6 —
Oct 7 → Oct 10 Ready for Scheduling ▶ Running 3 3
Oct 10 → Oct 14 Scheduled ▶ Running 1 4
Oct 14 → Oct 14 Tech On Site ▶ Running 0 4
Oct 14 → Oct 15 Tech Off Site ▶ Running 1 5
Oct 15 → Oct 15 Tech On Site ▶ Running 0 5
Dispatch 0.0d
Material Management 6.3d
Coordinators 5.4d
Field Work 5.6d
Billing 2.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.3 days
Coordinators
5.4 days
Over SLA
Field Work
5.6 days
Over SLA
Billing
2.0 days
Over SLA
Created: Sep 29, 2025 Due: Nov 7, 2025 Completed: Oct 19, 2025 (19 days early)
📅
13.5 days Total Age
⏱️
6.3d in Awaiting Parts - Customer Longest Stage
🔄
14 transitions Status Changes
⚠️
8.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
21 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 Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 13, 2025
Visit 2 Oct 14, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00531164
6007902154
Closed
Note 09/29/2025 12:47:29 MOHPANDE [09-29-2025 ATI RM TEAM Mohit Pandey] This is related to part G8603-60002 qty 1 ordered on SO 6007902154 under STO 4104724837, as the part is 0 stock in Memphis and will have to be backordered. Kindly confirm, how soon do you need the part because part needs to be hotline/procure from Germany warehouse. If it is not urgent, we will follow the process and expedite it to get it sooner from elsewhere. ____________________ Approval Note 09/29/2025 10:59:04 WIGEORGE Brian Mess ____________________ Note 09/29/2025 10:53:46 WIGEORGE entitled field pm
Priority
Standard
Origin
Web
Reason
New Case
Contact
Chris Lieb
Owner
Leona Coonrod
Created
Sep 29, 2025
Work Orders from this Case (1)
WO-01306743 (current) Invoiced
Preventive Maintenance • Kwame Cobb
Created: Sep 29, 2025 • Closed: Oct 19, 2025
Completed with minor delays
Invoiced • 156 days old
🚨
Primary Delay 6.3 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 8.1 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
3.8d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
6.3d
Scheduled
1.6d / 2.0d SLA
Tech On Site
1.8d / 1.0d SLA
Tech Off Site
3.8d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-10 Mburris called spoke with Chris Lieb and set appt 


10/7/25 lcoconrod

Per case 00533330, I received these parts Chris Lieb.


10/6/25 lcoonrod sent follow up email

10/3/25 lcoonord sending email to confirm they have parts.

way bills 393714074702, 393731082004 and 393857806187

way bills 393714074702 and 393731082004 Delivered Tuesday, 9/30/25 at 11:01 AM Signed for by: R.Ron

way bill 393857806187 Delivered Friday, 10/3/25 at 10:46 AM Signed for by: R.Richard




10/1/25 lcoonrod

way bill 393714074702Delivered Tuesday, 9/30/25 at 11:01 AM Signed for by: R.Ronway bill 393731082004Delivered Tuesday, 9/30/25 at 11:01 AM Signed for by: R.Ron

Part G8603-60002 has an expected delivery date of 10/22/25


9/29/25 lcoonrod parts 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 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 workshop.
⚠️ Problem Description
Note 09/29/2025 12:47:29 MOHPANDE [09-29-2025 ATI RM TEAM Mohit Pandey] This is related to part G8603-60002 qty 1 ordered on SO 6007902154 under STO 4104724837, as the part is 0 stock in Memphis and will have to be backordered. Kindly confirm, how soon do you need the part because part needs to be hotline/procure from Germany warehouse. If it is not urgent, we will follow the process and expedite it to get it sooner from elsewhere. ____________________ Approval Note 09/29/2025 10:59:04 WIGEORGE Brian Mess ____________________ Note 09/29/2025 10:53:46 WIGEORGE entitled field pm
📄 Description
Helium Leak Detector, PD03 configuration
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Sep 29, 11:15 AM
Case Number: 00531164
Subject: 6007902154
Status: Closed
📋
▶
2 Work Order Created Sep 29, 4:08 PM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
🔩
7x Parts Added Sep 29, 4:36 PM
Type: Parts
Status: Open
Qty: 1
👷
▶
3 Technician Assigned Sep 29, 5:19 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 10m
👤
Status: Awaiting Parts - Customer by Michael Burris
From: Assigned
To: Awaiting Parts - Customer
Duration in Previous: 1m
⚠️ 6.8 business days
📅
Status: Ready for Scheduling by Leona Coonrod Oct 7, 2:58 PM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 7d 21h
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Oct 10, 3:01 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Ready for Scheduling
To: Scheduled
Duration in Previous: 3d 0h
💵
3x Expenses Added Oct 10, 5:20 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.8 business days
🔧
Status: Tech On Site by Kwame Cobb Oct 14, 10:06 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 19h
💵
4x Expenses Added Oct 14, 10:24 AM
Type: Expenses
Status: Open
Qty: 1
⏱️
4x Labor Added Oct 14, 10:30 AM
Type: Labor, Travel
Status: Open
Qty: 8, 1, 950, 25
🚗
Status: Tech Off Site by Kwame Cobb Oct 14, 5:08 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 1m
⏱️
2x Labor Added Oct 14, 8:27 PM
Type: Labor
Status: Open
Qty: 6, 1
🔧
Status: Tech On Site by Kwame Cobb Oct 15, 9:03 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 15h 54m
🚗
Status: Tech Off Site by Kwame Cobb Oct 15, 4:03 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 0m
⏳ 3.0 business days
💵
Expenses Added Oct 17, 1:53 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
✔️
▶
2 Status: Completed Oct 19, 3:01 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 1m
⚠️ 5.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Oct 24, 8:53 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 17h
⏳ 2.0 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: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days
Tech Off Site
Duration: 2.5 business days (threshold: 2.0 business days)
Exceeded by 3.9 business hours
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00531164
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Oct 14, 10:00 AM
Created
Sep 29, 4:08 PM
Invoice #
SM-244846

Work Details (21)

Name Type Status Qty Amount Date
WL-02953402 Parts Open 1 $0.00 Sep 29, 4:36 PM
WL-02953403 Parts Open 1 $0.00 Sep 29, 4:36 PM
WL-02953404 Parts Open 1 $0.00 Sep 29, 4:36 PM
WL-02953405 Parts Open 1 $0.00 Sep 29, 4:36 PM
WL-02953406 Parts Open 1 $0.00 Sep 29, 4:36 PM
WL-02953407 Parts Open 1 $0.00 Sep 29, 4:36 PM
WL-02953408 Parts Open 1 $0.00 Sep 29, 4:36 PM
WL-02966958 Expenses Open 1 $676.33 Oct 10, 5:20 PM
WL-02966959 Expenses Open 1 $459.61 Oct 10, 5:20 PM
WL-02966960 Expenses Open 1 $547.44 Oct 10, 5:20 PM
WL-02969645 Expenses Open 1 $122.39 Oct 14, 10:24 AM
WL-02969646 Expenses Open 1 $50.00 Oct 14, 10:24 AM
WL-02969647 Expenses Open 1 $50.00 Oct 14, 10:24 AM
WL-02969648 Expenses Open 1 $50.00 Oct 14, 10:24 AM
WL-02969666 Labor Open 8 $0.00 Oct 14, 10:30 AM
WL-02969667 Labor Open 1 $0.00 Oct 14, 10:30 AM
WL-02969668 Travel Open 950 $800.00 Oct 14, 10:30 AM
WL-02969669 Travel Open 25 $150.00 Oct 14, 10:30 AM
WL-02970822 Labor Open 6 $541.00 Oct 14, 8:27 PM
WL-02970823 Labor Open 1 $0.00 Oct 14, 8:27 PM
WL-02974521 Expenses Open 1 $32.10 Oct 17, 1:53 PM

Details