Last business day of October 2025 · Target: Oct 31, 2025
✓ SLA Met (11 biz days early)
Active: 10 biz days
🕐 Clock stopped: Completed (Oct 16, 2025)
▶ Clock Running
Status: Created
Oct 1 → Oct 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
10d
▶ Clock Running
Status: Assigned
Oct 1 → Oct 16, 2025
10 business days (counted)
Running total: 10 of ? biz days used
Created: Oct 1, 2025Completed: Oct 16, 2025
Show SLA Clock Detail (2 periods)
Period
Status
Clock
Biz Days
Running Total
Oct 1 → Oct 1
Created
▶ Running
0
0
Oct 1 → Oct 16
Assigned
▶ Running
10
10
Dispatch0.0d
Coordinators11.0d
Field Work0.0d
Billing1.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
11.0 days
Over SLA
Field Work
0.0 days
Billing
1.0 days
Created: Oct 1, 2025
Due: Nov 1, 2025
Completed: Oct 15, 2025 (17 days early)
📅
10.0 daysTotal Age
⏱️
11.0d in AssignedLongest Stage
🔄
6 transitionsStatus Changes
⚠️
11.5d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
9 linesWork Details
🏠
1 visitOn-Site Trips
📋
CoordinatorScheduling
AI Analysis
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Completed with significant delays
Invoiced • 154 days old
🚨
Primary Delay11.0 days stuck in "Assigned"
⏱️
Total Delay11.5 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
11.0d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA
💬 Activities, Notes & Communications
🔧Work Performed
Perform Bench Overhaul: Evaluated, unit has a bad turbo pump.
10/15/2025 Started tear down unit, Clean valve block, replace all O-ring, plunger seal, internal leak valve, internal calibrated leak, exchange turbo pump, new HLD ion source. Clean
inside spectrometer, installed hot source/filament kit, metal gasket, retorque spec-tube header. Started up unit, perform fine test procedure, record parameter, chart record MDL/Helium Stability. Unit leak check ok Bolt down Mechanical pump to cart. shut off unit,
drain oil from, pack it up, ship unit back to customer.
🔍Technician Findings
BAD TURBO PUMP
⚠️Problem Description
Note
15.09.2025 15:19:36 WF-BATCH
Agent: PIERCEB Timestamp: 2025-09-15 14:19:26
Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004262.
Salesperson - Jim Primm; james.primm@agilent.com; Mobile: 516-375-4864.
Intermittently cycling from vent to rough to test. Please run for awhile before returning to verify repair.
📄Description
Wet, Helium LD MR15
📞Call Description
VPD Bench Overhaul Trade
Timeline
📋
▶
3
Work Order Created Oct 1, 9:48 AM
Work Order Created → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kim Pearson
Technician:a0hF0000002XLPBIA4, Minh Huynh
👷
Status: Assigned by Kim Pearson
From:Entered
To:Assigned
Duration in Previous:0m
🚨11.0 business days
🔩
8x Parts Added Oct 16, 9:14 AM
Type:Parts
Status:Open
Qty:1
⏱️
Labor Added Oct 16, 9:29 AM
Type:Labor
Status:Open
Qty:8
✔️
▶
2
Status: Completed Oct 16, 9:35 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Minh Huynh
From:Completed
To:Closed
Duration in Previous:3m
⏳2.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARAOct 19, 8:26 AM
From:Closed
To:Ready to Bill
Duration in Previous:2d 22h
⏳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
⏳2.0 business days
🧾
Invoice Created Oct 21, 3:08 PM
Invoice Number:SM-244170
Bottlenecks
Assigned
Duration: 11.0 business days (threshold: 4.0 business hours)
Exceeded by 10.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)