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WO-01308780 ↗ ServiceMax

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

📍 Intuitive Surgical Operations Inc — 950 Kifer Rd, SUNNYVALE CA, 94086

Oct 10, 2025 → Oct 29, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✓ SLA Met (1 biz days early)
Active: 6 biz days
Paused: 7 biz days
🕐 Clock stopped: Tech Off Site (Oct 30, 2025)
▶ Clock Running
Status: Created
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Oct 10 → Oct 22, 2025
7 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 22 → Oct 23, 2025
1 business day (counted)
Running total: 1 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Oct 23 → Oct 27, 2025
2 business days (counted)
Running total: 3 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Oct 27 → Oct 29, 2025
2 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 29 → Oct 30, 2025
1 business day (counted)
Running total: 6 of ? biz days used
Created: Oct 10, 2025 Tech Off Site: Oct 30, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 10 → Oct 10 Created ▶ Running 0 0
Oct 10 → Oct 22 Awaiting Parts ⏸ Paused 7 —
Oct 22 → Oct 23 Ready for Scheduling ▶ Running 1 1
Oct 23 → Oct 27 Assigned ▶ Running 2 3
Oct 27 → Oct 29 Scheduled ▶ Running 2 5
Oct 29 → Oct 30 Tech On Site ▶ Running 1 6
Dispatch 0.0d
Material Management 8.0d
Coordinators 7.4d
Field Work 1.2d
Billing 1.0d
✓ SLA Met
Dispatch
0.0 days
Material Management
8.0 days
Over SLA
Coordinators
7.4 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
1.0 days
Created: Oct 10, 2025 Due: Nov 21, 2025 Completed: Oct 30, 2025 (22 days early)
📅
13.3 days Total Age
⏱️
8.0d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
10.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534301
6008131151 FW: Agilent Service Order Confirmation - Intuitive Surgical Operations Inc 8106443144
Closed
Note 10/09/2025 13:29:25 MOHPANDE [10-09-2025 ATI RM TEAM Mohit Pandey] Part VSFLDHIS Qty 1: may be available in 2810 Location. Email sent to LCA to review the stock. ____________________ Parts Prediction 09/30/2025 10:23:01 WF-BATCH Agent: WIGEORGE Timestamp: 2025-09-30 10:22:51 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP IDP3TS G8603-60002 ____________________ Note 09/30/2025 10:23:01 WF-BATCH Agent: WIGEORGE Timestamp: 2025-09-30 10:22:51 sales Brian Kaemmer brian.kaemmer@agilent.com mobile: 707-251-9760 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 fiel dpm
Priority
Standard
Origin
Email
Reason
New Case
Contact
Ashley Tran
Owner
Leona Coonrod
Created
Oct 9, 2025
Work Orders from this Case (1)
WO-01308780 (current) Invoiced
Preventive Maintenance • Kwame Cobb
Created: Oct 10, 2025 • Closed: Oct 29, 2025
Completed with significant delays
Invoiced • 145 days old
🚨
Primary Delay 8.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 10.1 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
Awaiting Parts
8.0d / 3.0d SLA
Ready for Scheduling
1.4d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d 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

🔒 Internal CSA Notes

10-23 Mburris email sent to POC looking for 10-29

10/22/25 lcoonrod

no response to emails trying to confirm delivery. Waybills show parts delivered.. moving to RFS


10/20/25 lcoonrod No response to emails. No phone # to call. sent another email.


10/13/25 lcoonrod all parts have delivered. sending confirmation email.

way bill 394105107004Delivered Friday, 10/10/25 at 10:22 AM Signed for by: A.Draaway bill 394106918926Delivered Friday, 10/10/25 at 10:22 AM Signed for by: A.Draaway bill 394107579463Delivered Friday, 10/10/25 at 10:22 AM Signed for by: A.Draaway bill 394137733985Delivered Monday, 10/13/25 at 9:26 AM Signed for by: W.PIZARO


10/10/25 lcoonrod VSFLDDP has not shipped yet.

Other parts shipped on the below way bills:

way bill 394105107004 SCHEDULED DELIVERY DATE Friday Before 10:30 AM

way bill 394106918926 DELIVERY DATE Friday Estimated between 8:50 AM - 12:50 PM

way bill 394107579463 DELIVERY DATE Friday Estimated between 8:50 AM - 12:50 PM

way bill 394107579463 DELIVERY DATE Friday Estimated between 8:50 AM - 12:50 PM

🔧 Work Performed
Completed Service Tasks: Inspection and Cleaning Performed a comprehensive inspection and cleaning of: Spectrometer Valve block Manifold Component Replacement: Replaced pump tip seal 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 work lab.
⚠️ Problem Description
Note 10/09/2025 13:29:25 MOHPANDE [10-09-2025 ATI RM TEAM Mohit Pandey] Part VSFLDHIS Qty 1: may be available in 2810 Location. Email sent to LCA to review the stock. ____________________ Parts Prediction 09/30/2025 10:23:01 WF-BATCH Agent: WIGEORGE Timestamp: 2025-09-30 10:22:51 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP IDP3TS G8603-60002 ____________________ Note 09/30/2025 10:23:01 WF-BATCH Agent: WIGEORGE Timestamp: 2025-09-30 10:22:51 sales Brian Kaemmer brian.kaemmer@agilent.com mobile: 707-251-9760 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 fiel dpm
📄 Description
Helium Leak Detector, PD03 configuration
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Oct 9, 12:41 PM
Case Number: 00534301
Subject: 6008131151 FW: Agilent Service Order Confirmation - Intuitive Surgical Operations Inc 8106443144
Status: Closed
📋
▶
3 Work Order Created Oct 10, 9:43 AM
Work Order Created → Status: Awaiting Parts → 7x Parts Added
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: 1
⚠️ 8.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Oct 22, 4:43 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 12d 6h
👷
▶
2 Technician Assigned Oct 23, 11:58 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 15m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 27, 10:12 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-29T16:00:00.000+0000
⏳ 3.0 business days
🔧
Status: Tech On Site by Kwame Cobb Oct 29, 1:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 2h
⏱️
▶
2 3x Labor Added Oct 29, 10:19 PM
3x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Kwame Cobb
From: Tech On Site, Tech Off Site
To: Tech Off Site, Completed
Duration in Previous: 9h 13m, 0m
💵
3x Expenses Added Oct 29, 10:25 PM
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Kwame Cobb Oct 29, 10:38 PM
From: Completed
To: Closed
Duration in Previous: 17m
⏳ 2.2 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Nov 2, 6:10 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 8h
⏳ 1.0 business days
📨
Status: Invoice Pending by Hannah Shaw Nov 3, 12:33 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1d 6h
💰
Status: Invoiced by Hannah Shaw Nov 3, 12:40 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 7m
🚨 58.0 business days
🧾
Invoice Created Jan 29, 6:16 PM
Invoice Number: SM-245478

Bottlenecks

Awaiting Parts
Duration: 8.0 business days (threshold: 3.0 business days)
Exceeded by 5.0 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00534301
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Oct 29, 12:00 PM
Created
Oct 10, 9:43 AM
Invoice #
SM-245478

Work Details (13)

Name Type Status Qty Amount Date
WL-02966212 Parts Open 1 $0.00 Oct 10, 9:48 AM
WL-02966213 Parts Open 1 $0.00 Oct 10, 9:48 AM
WL-02966214 Parts Open 1 $0.00 Oct 10, 9:48 AM
WL-02966215 Parts Open 1 $0.00 Oct 10, 9:48 AM
WL-02966216 Parts Open 1 $0.00 Oct 10, 9:48 AM
WL-02966217 Parts Open 1 $0.00 Oct 10, 9:48 AM
WL-02966218 Parts Open 1 $0.00 Oct 10, 9:48 AM
WL-02989206 Labor Open 1 $0.00 Oct 29, 10:19 PM
WL-02989207 Labor Open 7 $541.00 Oct 29, 10:19 PM
WL-02989208 Travel Open 25 $150.00 Oct 29, 10:19 PM
WL-02989219 Expenses Open 1 $2.50 Oct 29, 10:25 PM
WL-02989220 Expenses Open 1 $19.79 Oct 29, 10:25 PM
WL-02989221 Expenses Open 1 $50.00 Oct 29, 10:25 PM

Details