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WO-01308839 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 State of Texas - Dept of State Health Services — 1100 W 49th St, Austin TX, 78756

Oct 10, 2025 → Nov 18, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (5 biz days early)
Active: 26 biz days
🕐 Clock stopped: Tech Off Site (Nov 19, 2025)
▶ Clock Running
Status: Created
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Oct 10 → Oct 15, 2025
2 business days (counted)
Running total: 2 of ? biz days used
23d
▶ Clock Running
Status: Scheduled
Oct 15 → Nov 18, 2025
23 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 18 → Nov 19, 2025
1 business day (counted)
Running total: 26 of ? biz days used
Created: Oct 10, 2025 Tech Off Site: Nov 19, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 10 → Oct 10 Created ▶ Running 0 0
Oct 10 → Oct 10 Ready for Scheduling ▶ Running 0 0
Oct 10 → Oct 15 Assigned ▶ Running 2 2
Oct 15 → Nov 18 Scheduled ▶ Running 23 25
Nov 18 → Nov 19 Tech On Site ▶ Running 1 26
Dispatch 0.0d
Coordinators 26.6d
Field Work 1.3d
Billing 11.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
26.6 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
11.4 days
Over SLA
Created: Oct 10, 2025 Due: Nov 30, 2025 Completed: Nov 19, 2025 (11 days early)
📅
26.1 days Total Age
⏱️
23.8d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
34.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534652
6007960482
Closed
28R SYS-LC-1260 Contract ends 08/31/2026 includes Repair PM PM only - customer supplies the UV lamp G1316A DEACN36708 1260 Thermostatted Column Compartment M8555A USH3436485 Agilent Lab Advisor Basic Software G1322A JPAAL84958 1260 Standard Degasser G1329B DEAAC34929 1260 Standard Autosampler
Priority
High
Origin
Web
Reason
New Case
Contact
Jocelyn Jeansonne
Owner
Leona Coonrod
Created
Oct 10, 2025
Work Orders from this Case (1)
WO-01308839 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Oct 10, 2025 • Closed: Nov 18, 2025
Completed with significant delays
Invoiced • 145 days old
🚨
Primary Delay 23.8 days stuck in "Scheduled"
⏱️
Total Delay 34.5 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
2.8d / 0.5d SLA
Scheduled
23.8d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Tech Off Site
0.2d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
11.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez ARP to site is 86 miles. Zone 2
🔧 Work Performed
Performed HPLC maintenance per PM checklist. Replaced pump seals, film washers, seal cap assembly, and purge valve frit. Replaced ALS needle, seat, rotor, and analytical head seal. Performed column thermostat test. All PM tests passed. Test results were saved in a folder on customer desktop. Left system filled with IPA in the lines per customer request.
⚠️ Problem Description
28R SYS-LC-1260 Contract ends 08/31/2026 includes Repair PM PM only - customer supplies the UV lamp G1316A DEACN36708 1260 Thermostatted Column Compartment M8555A USH3436485 Agilent Lab Advisor Basic Software G1322A JPAAL84958 1260 Standard Degasser G1329B DEAAC34929 1260 Standard Autosampler
📄 Description
1260 Binary Pump
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
4 Case Linked Oct 10, 1:41 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01308839
Type: Preventive Maintenance
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: Jose Gutierrez
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 15, 1:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2025-11-18T15:00:00.000+0000
🚨 24.0 business days
🔧
Status: Tech On Site by Jose Gutierrez Nov 18, 10:10 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 33d 21h
🚗
▶
2 Status: Tech Off Site Nov 18, 7:34 PM
Status: Tech Off Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 2.5
⏱️
▶
3 3x Labor Added Nov 18, 9:17 PM
3x Labor Added → 3x Parts Added → Status: Completed
🔩
3x Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Jose Gutierrez
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1h 46m, 0m
📄
Status: Ready to Bill by Hannah Shaw Nov 19, 3:44 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 22m
🚨 12.0 business days
📨
▶
3 Status: Invoice Pending Dec 8, 3:42 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-248486
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 2.8 business days (threshold: 4.0 business hours)
Exceeded by 2.3 business days
Scheduled
Duration: 23.8 business days (threshold: 2.0 business days)
Exceeded by 21.8 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours
Ready to Bill
Duration: 11.4 business days (threshold: 1.0 business days)
Exceeded by 10.4 business days

🔗 Related Artifacts

📞
Case 00534652
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Nov 18, 10:00 AM
Created
Oct 10, 1:41 PM
Invoice #
SM-248486

Work Details (8)

Name Type Status Qty Amount Date
WL-03012080 Labor Open 2.5 $0.00 Nov 18, 7:35 PM
WL-03012081 Labor Open 5 $456.00 Nov 18, 7:36 PM
WL-03012212 Labor Open 2.5 $0.00 Nov 18, 9:17 PM
WL-03012214 Travel Open 92 $359.00 Nov 18, 9:17 PM
WL-03012215 Travel Open 92 $0.00 Nov 18, 9:17 PM
WL-03012216 Parts Open 1 $0.00 Nov 18, 9:21 PM
WL-03012217 Parts Open 1 $0.00 Nov 18, 9:21 PM
WL-03012218 Parts Open 1 $0.00 Nov 18, 9:21 PM

Details