Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01308578 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Training • PC

📍 US-Ankeny-Site — 2450 SE Oak Tree Ct. IA 50021, Ankeny IA, 50021

Oct 9, 2025 → Oct 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 25, 2025
✗ SLA Missed
Active: 10 biz days
🕐 Clock stopped: Completed (Oct 26, 2025)
▶ Clock Running
Status: Created
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
10d
▶ Clock Running
Status: Assigned
Oct 9 → Oct 26, 2025
10 business days (counted)
Running total: 10 of ? biz days used
Created: Oct 9, 2025 Completed: Oct 26, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Oct 9 → Oct 9 Created ▶ Running 0 0
Oct 9 → Oct 9 Ready for Scheduling ▶ Running 0 0
Oct 9 → Oct 26 Assigned ▶ Running 10 10
Dispatch 0.0d
Coordinators 10.8d
Billing 4.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
10.8 days
Over SLA
Billing
4.2 days
Over SLA
Created: Oct 9, 2025 Due: Oct 25, 2025 Completed: Oct 26, 2025 (on time)
📅
10.8 days Total Age
⏱️
10.8d in Assigned Longest Stage
🔄
5 transitions Status Changes
⚠️
11.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
46 lines Work Details
🚩
6 visits On-Site Trips
📋
Coordinator Scheduling
🚨
6 On-Site Visits
6 on-site visits — critical red flag: repeated failure to resolve
Visit 1 Oct 19, 2025
Visit 2 Oct 20, 2025
Visit 3 Oct 21, 2025
Visit 4 Oct 22, 2025
Visit 5 Oct 23, 2025
Visit 6 Oct 24, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534329
Closed
needing a training wo for Jose Gutierrez. Training is scheduled for the week of Oct 20th. Training ID 61129 Training Title AN-AE-MF-2-051-A: Agilent TapeStation and Bioanalyzer System Support, Application and Service Training Course Schedule Summary Duration: 10/20/2025 - 10/24/2025 Course Schedule: 08:30 AM - 04:30 PM America/Chicago Primary Location: Instructor: Kline, Christopher
Priority
Standard
Origin
Email
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Oct 9, 2025
Work Orders from this Case (1)
WO-01308578 (current) Invoiced
Training • Jose Gutierrez
Created: Oct 9, 2025 • Closed: Oct 26, 2025
Completed with significant delays
Invoiced • 146 days old
🚨
Primary Delay 10.8 days stuck in "Assigned"
⏱️
Total Delay 11.5 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
10.8d / 0.5d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
1.3d / 1.0d SLA
Invoice Pending
2.9d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez
🔧 Work Performed
10/20/2025 - 10/24/2025 Attended the Bioanalyzer and TapeStation training class for Agilent Technologies in Ankeny, Iowa.
⚠️ Problem Description
needing a training wo for Jose Gutierrez. Training is scheduled for the week of Oct 20th. Training ID 61129 Training Title AN-AE-MF-2-051-A: Agilent TapeStation and Bioanalyzer System Support, Application and Service Training Course Schedule Summary Duration: 10/20/2025 - 10/24/2025 Course Schedule: 08:30 AM - 04:30 PM America/Chicago Primary Location: Instructor: Kline, Christopher
📞 Call Description
AN-AE-MF-2-051-A: Agilent TapeStation and Bioanalyzer System Support, Application and Service Training

Timeline

📞
▶
4 Case Linked Oct 9, 1:18 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01308578
Type: Training
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: a0h8Y00000JjDuFQAV, Jose Gutierrez
💵
3x Expenses Added Oct 10, 12:29 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 6.0 business days
💵
▶
2 3x Expenses Added Oct 20, 5:56 PM
3x Expenses Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 13.75
⏱️
3x Labor Added Oct 20, 6:03 PM
Type: Labor, Travel
Status: Open
Qty: 0.083333333333333, 1
⏱️
▶
2 Labor Added Oct 21, 10:08 AM
Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.083333333333333
⏱️
3x Labor Added Oct 21, 4:23 PM
Type: Labor, Expenses
Status: Open
Qty: 3, 1
⏱️
2x Labor Added Oct 22, 12:25 PM
Type: Labor
Status: Open
Qty: 2, 3
⏱️
3x Labor Added Oct 22, 2:06 PM
Type: Labor
Status: Open
Qty: 0.083333333333333
🚗
8x Travel Added Oct 23, 1:17 PM
Type: Travel, Expenses
Status: Open
Qty: 1
⏱️
2x Labor Added Oct 23, 2:19 PM
Type: Labor
Status: Open
Qty: 0.083333333333333
⏱️
4x Labor Added Oct 23, 8:32 PM
Type: Labor
Status: Open
Qty: 3, 0.083333333333333
⏱️
4x Labor Added Oct 24, 12:01 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 0.16666666666667
💵
4x Expenses Added Oct 24, 12:08 PM
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Oct 24, 3:08 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
Labor Added Oct 24, 3:22 PM
Type: Labor
Status: Open
Qty: 3
⏳ 1.0 business days
⏱️
▶
2 2x Labor Added Oct 26, 5:51 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 17d 4h, 0m
📄
Status: Ready to Bill by Hannah Shaw Oct 27, 5:28 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 35m
📨
Status: Invoice Pending by Hannah Shaw Oct 28, 1:01 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 19h 32m
⏳ 3.0 business days
💰
Status: Invoiced by Hannah Shaw Oct 30, 10:05 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 1d 21h
⏳ 2.0 business days
🧾
Invoice Created Oct 31, 11:11 AM
Invoice Number: SM-244970

Bottlenecks

Assigned
Duration: 10.8 business days (threshold: 4.0 business hours)
Exceeded by 10.3 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Invoice Pending
Duration: 2.9 business days (threshold: 2.0 business days)
Exceeded by 7.0 business hours

🔗 Related Artifacts

📞
Case 00534329
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Training
Branch
N/A
Technician
Jose Gutierrez
Scheduled
N/A
Created
Oct 9, 1:22 PM
Invoice #
SM-244970

Work Details (46)

Name Type Status Qty Amount Date
WL-02966420 Expenses Open 1 $162.73 Oct 10, 12:29 PM
WL-02966421 Expenses Open 1 $112.50 Oct 10, 12:29 PM
WL-02966419 Expenses Open 1 $367.90 Oct 10, 12:29 PM
WL-02977509 Expenses Open 1 $0.00 Oct 20, 5:56 PM
WL-02977510 Expenses Open 1 $0.00 Oct 20, 5:56 PM
WL-02977511 Travel Open 12 $90.00 Oct 20, 5:56 PM
WL-02977525 Labor Open 13.75 $0.00 Oct 20, 5:59 PM
WL-02977530 Labor Open 0.083333333333333 $0.00 Oct 20, 6:03 PM
WL-02977531 Travel Open 1 $0.00 Oct 20, 6:03 PM
WL-02977532 Travel Open 1 $0.00 Oct 20, 6:03 PM
WL-02978153 Labor Open 0.083333333333333 $0.00 Oct 21, 10:08 AM
WL-02978156 Labor Open 0.083333333333333 $0.00 Oct 21, 10:09 AM
WL-02978749 Labor Open 3 $171.00 Oct 21, 4:23 PM
WL-02978750 Labor Open 3 $171.00 Oct 21, 4:23 PM
WL-02978753 Expenses Open 1 $0.00 Oct 21, 4:24 PM
WL-02979830 Labor Open 2 $114.00 Oct 22, 12:25 PM
WL-02979831 Labor Open 3 $171.00 Oct 22, 12:25 PM
WL-02980024 Labor Open 0.083333333333333 $0.00 Oct 22, 2:06 PM
WL-02980025 Labor Open 0.083333333333333 $0.00 Oct 22, 2:06 PM
WL-02980026 Labor Open 3 $171.00 Oct 22, 2:06 PM
WL-02981565 Travel Open 1 $0.00 Oct 23, 1:17 PM
WL-02981562 Expenses Open 1 $0.00 Oct 23, 1:17 PM
WL-02981563 Expenses Open 1 $0.00 Oct 23, 1:17 PM
WL-02981564 Travel Open 1 $0.00 Oct 23, 1:17 PM
WL-02981566 Travel Open 1 $0.00 Oct 23, 1:17 PM
WL-02981567 Travel Open 1 $0.00 Oct 23, 1:17 PM
WL-02981568 Travel Open 1 $0.00 Oct 23, 1:17 PM
WL-02981569 Travel Open 1 $0.00 Oct 23, 1:17 PM
WL-02981687 Labor Open 0.083333333333333 $0.00 Oct 23, 2:19 PM
WL-02981686 Labor Open 3 $171.00 Oct 23, 2:19 PM
WL-02982326 Labor Open 3 $171.00 Oct 23, 8:32 PM
WL-02982327 Labor Open 0.083333333333333 $0.00 Oct 23, 8:32 PM
WL-02982325 Labor Open 3 $171.00 Oct 23, 8:32 PM
WL-02982324 Labor Open 0.083333333333333 $0.00 Oct 23, 8:32 PM
WL-02983033 Labor Open 0.16666666666667 $0.00 Oct 24, 12:01 PM
WL-02983034 Expenses Open 1 $0.00 Oct 24, 12:01 PM
WL-02983036 Travel Open 1 $0.00 Oct 24, 12:02 PM
WL-02983035 Travel Open 1 $0.00 Oct 24, 12:02 PM
WL-02983048 Expenses Open 1 $112.50 Oct 24, 12:08 PM
WL-02983049 Expenses Open 1 $112.50 Oct 24, 12:08 PM
WL-02983050 Expenses Open 1 $112.50 Oct 24, 12:08 PM
WL-02983051 Expenses Open 1 $112.50 Oct 24, 12:08 PM
WL-02983439 Expenses Open 1 $3.35 Oct 24, 3:08 PM
WL-02983459 Labor Open 3 $171.00 Oct 24, 3:22 PM
WL-02984741 Labor Open 12 $0.00 Oct 26, 5:51 PM
WL-02984742 Travel Open 12 $0.00 Oct 26, 5:51 PM

Details