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WO-01306750 ↗ ServiceMax

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

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

Sep 29, 2025 → Oct 15, 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
2d
▶ Clock Running
Status: Scheduled
Oct 10 → Oct 15, 2025
2 business days (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 (7 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 15 Scheduled ▶ Running 2 5
Oct 15 → Oct 15 Tech On Site ▶ Running 0 5
Dispatch 0.0d
Material Management 6.3d
Coordinators 6.4d
Field Work 1.0d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
6.3 days
Coordinators
6.4 days
Over SLA
Field Work
1.0 days
Billing
1.0 days
Created: Sep 29, 2025 Due: Nov 7, 2025 Completed: Oct 15, 2025 (23 days early)
📅
11.4 days Total Age
⏱️
6.3d in Awaiting Parts - Customer Longest Stage
🔄
11 transitions Status Changes
⚠️
4.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00531173
6007755107
Closed
Note 09/29/2025 13:37:18 ROKHATTR Account : Wasco Sales & Marketing Inc [09-29-2025 ATI RM TEAM Roshan Khattry ] This is related to part G8603-60002 qty 1 ordered on SO 6007755107 under STO 4104724874 , 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. ____________________ Note 09/29/2025 11:26:57 WIGEORGE entitled field pm
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chris Lieb
Owner
Leona Coonrod
Created
Sep 29, 2025
Work Orders from this Case (1)
WO-01306750 (current) Invoiced
Preventive Maintenance • Kwame Cobb
Created: Sep 29, 2025 • Closed: Oct 15, 2025
Completed with minor delays
Invoiced • 156 days old
🚨
Primary Delay 6.3 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 4.6 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
3.7d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Awaiting Parts - Customer
6.3d
Scheduled
2.6d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
0.2d / 2.0d SLA
Closed
2.3d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

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


10/7/25 lcoonrod

Confirmed delivery of parts with Chris Lieb.  .


10/6/25 lcoonrod sent follow up email

10/3/25 lcoonrod email sent to confirm receipt

parts shipped on way bills 393713562176, 393731202860, 393858388271 and 393731202860

way bills 393713562176, 393731202860 and Delivered Tuesday, 9/30/25 at 11:01 AM Signed for by: R.Ron

way bill 39385838827 Delivered Friday, 10/3/25 at 10:46 AM Signed for by: R.Richard




10/1/25 lcoonrod

way bill 393713562176Delivered Tuesday, 9/30/25 at 11:01 AM Signed for by: R.Ronway bill 393731202860Delivered 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 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 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 13:37:18 ROKHATTR Account : Wasco Sales & Marketing Inc [09-29-2025 ATI RM TEAM Roshan Khattry ] This is related to part G8603-60002 qty 1 ordered on SO 6007755107 under STO 4104724874 , 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. ____________________ Note 09/29/2025 11:26:57 WIGEORGE entitled field pm
📄 Description
Helium Leak Detector, PD03 configuration

Timeline

📞
Case Linked Sep 29, 11:29 AM
Case Number: 00531173
Subject: 6007755107
Status: Closed
📋
▶
3 Work Order Created Sep 29, 4:40 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: 2m
👷
▶
3 Technician Assigned Sep 29, 5:18 PM
Technician Assigned → Status: Assigned → Status: Awaiting Parts - Customer
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 35m
👤
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, 2:38 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
⏳ 3.0 business days
🔧
▶
2 Status: Tech On Site Oct 15, 9:03 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 25
🚗
Status: Tech Off Site by Kwame Cobb Oct 15, 4:04 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 0m
⏱️
▶
2 2x Labor Added Oct 15, 5:15 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Kwame Cobb
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1h 12m, 0m
⏳ 2.8 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Oct 19, 7:28 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 14h
⏳ 1.0 business days
📨
▶
2 Status: Invoice Pending Oct 20, 12:47 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 4.0 business days
🧾
Invoice Created Oct 23, 11:15 AM
Invoice Number: SM-244169

Bottlenecks

Ready for Scheduling
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 5.0 business hours
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00531173
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, 4:40 PM
Invoice #
SM-244169

Work Details (11)

Name Type Status Qty Amount Date
WL-02953414 Parts Open 1 $0.00 Sep 29, 4:42 PM
WL-02953415 Parts Open 1 $0.00 Sep 29, 4:42 PM
WL-02953416 Parts Open 1 $0.00 Sep 29, 4:42 PM
WL-02953417 Parts Open 1 $0.00 Sep 29, 4:42 PM
WL-02953418 Parts Open 1 $0.00 Sep 29, 4:42 PM
WL-02953419 Parts Open 1 $0.00 Sep 29, 4:42 PM
WL-02953420 Parts Open 1 $0.00 Sep 29, 4:42 PM
WL-02971122 Labor Open 1 $0.00 Oct 15, 9:05 AM
WL-02971123 Travel Open 25 $150.00 Oct 15, 9:05 AM
WL-02971912 Labor Open 6 $541.00 Oct 15, 5:15 PM
WL-02971913 Labor Open 1 $0.00 Oct 15, 5:15 PM

Details