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← WO Overview

WO-01307467 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

📍 Texas Tech University — 1010 Boston Ave, Lubbock TX, 79409

Oct 2, 2025 → Oct 5, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 3, 2025
✗ SLA Missed
Active: 1 biz days
🕐 Clock stopped: Completed (Oct 5, 2025)
▶ Clock Running
Status: Created
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Oct 2 → Oct 3, 2025
1 business day (counted)
Running total: 1 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Oct 3 → Oct 5, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Oct 2, 2025 Completed: Oct 5, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 2 → Oct 2 Created ▶ Running 0 0
Oct 2 → Oct 2 Ready for Scheduling ▶ Running 0 0
Oct 2 → Oct 2 Assigned ▶ Running 0 0
Oct 2 → Oct 3 Scheduled ▶ Running 1 1
Oct 3 → Oct 5 Tech On Site ▶ Running 0 1
Dispatch 0.0d
Coordinators 1.9d
Field Work 0.8d
Billing 12.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
1.9 days
Field Work
0.8 days
Billing
12.4 days
Over SLA
Created: Oct 2, 2025 Due: Oct 3, 2025 Completed: Oct 5, 2025 (1 days late)
📅
1.9 days Total Age
⏱️
7.4d in Ready to Bill Longest Stage
🔄
13 transitions Status Changes
⚠️
7.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 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 Oct 2, 2025
Visit 2 Oct 3, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532321
product needs built - 6008118467
Closed
SYS-GC-7890 Contract ends 04/14/2026 includes Repair PM
Priority
High
Origin
Phone
Reason
New Case
Contact
Daniela Ferreira-Garcia
Owner
Leona Coonrod
Created
Oct 2, 2025
Work Orders from this Case (1)
WO-01307467 (current) Invoiced
Repair • Jose Gutierrez
Created: Oct 2, 2025 • Closed: Oct 5, 2025
Completed with minor delays
Invoiced • 153 days old
🚨
Primary Delay 7.4 days stuck in "Ready to Bill"
⏱️
Total Delay 7.6 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
Assigned
0.0d / 0.5d SLA
Scheduled
1.8d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Closed
2.4d / 1.0d SLA
WO Correction Needed
0.8d
Ready to Bill
10.2d / 1.0d SLA
Billing Review
1.3d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10.20.25 Hshaw - moved WO to BR to adjust Labor Repair to 3 hours per email attached. chat CDempsey

Please assign to Jose Gutierrez ARP to site is 378 miles. Zone 6

🔧 Work Performed
Customer was describing issues of headspace sampler intermittently skipping vials during overnight sequence run. Customer sent video recording, wherein the CDS showed the reason the vial was skipped; it was due to said vial failing the vial leak test. Suggest customer adjust sequence parameters so that headspace continues with vial injection. Upon arrival, performed leak and restriction test for the headspace, which failed. Investigated the headspace pneumatics and found the transfer line nut loose. In addition, the metal ferrule was not crimped on the nut. Transfer line was broken upon accessing the pneumatics area. Replaced transfer line and re-ran leak test, which passed. Customer ran samples, and headspace appeared to be behaving as expected.
🔍 Technician Findings
Customer was describing issues of headspace sampler intermittently skipping vials during overnight sequence run. Customer sent video recording, wherein the CDS showed the reason the vial was skipped; it was due to said vial failing the vial leak test. Suggest customer adjust sequence parameters so that headspace continues with vial injection. Upon arrival, performed leak and restriction test for the headspace, which failed. Investigated the headspace pneumatics and found the transfer line nut loose. In addition, the metal ferrule was not crimped on the nut. Transfer line was broken upon accessing the pneumatics area. Replaced transfer line and re-ran leak test, which passed. Customer ran samples, and headspace appeared to be behaving as expected.
⚠️ Problem Description
SYS-GC-7890 Contract ends 04/14/2026 includes Repair PM
📄 Description
Agilent - G4511A - 8697 Headspace Sampler
📞 Call Description
OCT 2025 GC PM

Timeline

📞
Case Linked Oct 2, 8:25 AM
Case Number: 00532321
Subject: product needs built - 6008118467
Status: Closed
📋
▶
3 Work Order Created Oct 2, 1:06 PM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
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
📅
▶
2 Dispatch Scheduled Oct 2, 1:12 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jose Gutierrez
From: Assigned
To: Scheduled
Duration in Previous: 5m
💵
3x Expenses Added Oct 2, 2:10 PM
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Jose Gutierrez Oct 3, 1:46 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
⏱️
7x Labor Added Oct 3, 2:02 PM
Type: Labor, Travel
Status: Open
Qty: 0.33333333333333, 0.16666666666667, 4, 8
⏳ 1.0 business days
⏱️
Labor Added Oct 5, 12:26 PM
Type: Labor
Status: Open
Qty: 7
💵
▶
2 2x Expenses Added Oct 5, 12:33 PM
2x Expenses Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1d 22h, 0m
✏️
Status: WO Correction Needed by Rhonnie Reeves Oct 6, 10:05 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 21h 29m
🏁
Status: Closed by Jose Gutierrez Oct 6, 4:52 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 6h 46m
📄
Status: Ready to Bill by Hannah Shaw Oct 7, 4:30 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 37m
⚠️ 7.9 business days
💵
▶
2 Status: Billing Review Oct 17, 4:15 PM
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: Billing Review by Hannah Shaw Oct 20, 5:46 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 3d 1h
📄
Status: Ready to Bill by Hannah Shaw Oct 21, 5:16 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 23h 29m
📨
▶
2 Status: Invoice Pending Oct 22, 3:27 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 27, 12:22 PM
Invoice Number: SM-244382

Bottlenecks

Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Ready to Bill
Duration: 7.4 business days (threshold: 1.0 business days)
Exceeded by 6.4 business days
Ready to Bill
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.7 business hours
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours

🔗 Related Artifacts

📞
Case 00532321
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Oct 3, 10:30 AM
Created
Oct 2, 1:06 PM
Invoice #
SM-244382

Work Details (13)

Name Type Status Qty Amount Date
WL-02957730 Expenses Open 1 $963.09 Oct 2, 2:10 PM
WL-02957731 Expenses Open 1 $77.23 Oct 2, 2:10 PM
WL-02957732 Expenses Open 1 $225.00 Oct 2, 2:10 PM
WL-02959149 Labor Open 0.33333333333333 $0.00 Oct 3, 2:02 PM
WL-02959150 Labor Open 0.16666666666667 $0.00 Oct 3, 2:02 PM
WL-02959151 Labor Open 4 $342.00 Oct 3, 2:02 PM
WL-02959152 Travel Open 7 $0.00 Oct 3, 2:02 PM
WL-02959153 Travel Open 8 $180.00 Oct 3, 2:02 PM
WL-02959154 Travel Open 8 $0.00 Oct 3, 2:02 PM
WL-02959155 Travel Open 7 $0.00 Oct 3, 2:02 PM
WL-02960362 Labor Open 7 $0.00 Oct 5, 12:26 PM
WL-02960374 Expenses Open 1 $0.00 Oct 5, 12:33 PM
WL-02960375 Expenses Open 1 $0.00 Oct 5, 12:33 PM

Details