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WO-01308976 ↗ ServiceMax

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

📍 REC Advanced Silicon Materials LLC — 119140 Rick Jones Way, Silver Bow MT, 59750

Oct 13, 2025 → Dec 7, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (16 biz days late)
Active: 31 biz days
Paused: 5 biz days
🕐 Clock stopped: Tech Off Site (Dec 5, 2025)
▶ Clock Running
Status: Created
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Oct 13 → Oct 20, 2025
5 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Oct 20 → Oct 21, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 21 → Oct 23, 2025
2 business days (counted)
Running total: 3 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Oct 23 → Nov 12, 2025
13 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 17 of ? biz days used
4d
▶ Clock Running
Status: Tech Off Site
Nov 13 → Nov 19, 2025
4 business days (counted)
Running total: 21 of ? biz days used
5d
▶ Clock Running
Status: Reschedule
Nov 19 → Nov 26, 2025
5 business days (counted)
Running total: 26 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 26 → Dec 4, 2025
4 business days (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 4 → Dec 5, 2025
1 business day (counted)
Running total: 31 of ? biz days used
Created: Oct 13, 2025 Tech Off Site: Dec 5, 2025
Show SLA Clock Detail (10 periods)
Period Status Clock Biz Days Running Total
Oct 13 → Oct 13 Created ▶ Running 0 0
Oct 13 → Oct 20 Awaiting Parts ⏸ Paused 5 —
Oct 20 → Oct 21 Ready for Scheduling ▶ Running 1 1
Oct 21 → Oct 23 Assigned ▶ Running 2 3
Oct 23 → Nov 12 Scheduled ▶ Running 13 16
Nov 12 → Nov 13 Tech On Site ▶ Running 1 17
Nov 13 → Nov 19 Tech Off Site ▶ Running 4 21
Nov 19 → Nov 26 Reschedule ▶ Running 5 26
Nov 26 → Dec 4 Scheduled ▶ Running 4 30
Dec 4 → Dec 5 Tech On Site ▶ Running 1 31
Material Management 5.0d
Holding 0.0d (excluded)
Coordinators 28.2d
Field Work 10.5d
Billing 6.7d
✗ SLA Missed
Material Management
5.0 days
Over SLA
Holding (excluded from total)
0.0 days
Coordinators
28.2 days
Over SLA
Field Work
10.5 days
Over SLA
Billing
6.7 days
Over SLA
Created: Oct 13, 2025 Due: Dec 4, 2025 Completed: Dec 8, 2025 (3 days late)
📅
36.5 days Total Age
⏱️
14.0d in Scheduled Longest Stage
🔄
16 transitions Status Changes
⚠️
32.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
45 lines Work Details
🚩
6 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
6 On-Site Visits (1 reschedule)
6 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 11, 2025
Visit 2 Nov 12, 2025
Visit 3 Nov 13, 2025
Visit 4 Dec 3, 2025
Visit 5 Dec 4, 2025
Visit 6 Dec 5, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534675
Waiting on response - Scheduled SO: 6007768055, MAY25,VAC-FIELDPM-LD,SYS-LD-VPD
Closed
Note 10/10/2025 15:36:23 ROKHATTR [10-10-2025 ATI RM TEAM Roshan Khattry] Part # VSFLDHIS Qty 1 is on Backorder in 2810. Part is in transit from MY30 Plant to 2810 with an ETA of 10/17/2025 under PO # 2400000305 with AWB # 394023350359 . Once stock is received at 2810 shipment will be made. ____________________ Note 10/10/2025 14:13:16 WIGEORGE entitled pm MY2151HD13
Priority
Standard
Origin
Email
Reason
New Case
Contact
Mike Kallas
Owner
Leona Coonrod
Created
Oct 10, 2025
Work Orders from this Case (1)
WO-01308976 (current) Invoiced
Preventive Maintenance • Kwame Cobb
Created: Oct 13, 2025 • Closed: Dec 7, 2025
Completed with significant delays
Invoiced • 142 days old
🚨
Primary Delay 14.0 days stuck in "Scheduled"
⏱️
Total Delay 32.1 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
5.0d / 3.0d SLA
Ready for Scheduling
1.4d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
18.2d / 2.0d SLA
Tech On Site
4.0d / 1.0d SLA
Tech Off Site
6.5d / 2.0d SLA
Reschedule
5.7d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.3d / 1.0d SLA
On Hold
0.0d
Invoice Pending
6.4d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-26 Mburris email from POC to set ......Hi Michael,

 

I’ve added some comments below in green. 12/4 works for us, we’ll see you then.

 

Also, we’ll provide FR smock, safety glasses and a hard hat. Please have the tech bring their own steel-toed shoes.

 

Thank you!

 

Mike

 

 

Mike Kallas | Specialty Gas Unit Manager | REC Silicon Inc.

119140 Rick Jones Way | Silver Bow, MT 59750 USA

Phone 406-496-9715 | Cell phone 406-490-0082

mike.kallas@recsilicon.com

11-26 Mburris email sent to POC

10-23 Mburris email from POC to set appt.........Hi Michael,

 

Apologies I’ve been out of the office the last couple days. Can you check availability for the 11/12 and 11/13?

 

I also received a note from Kwame on this so just getting everyone on the same page here.

 

Thank you,

 

Mike

 

Mike Kallas | Specialty Gas Unit Manager | REC Silicon Inc.

119140 Rick Jones Way | Silver Bow, MT 59750 USA

Phone 406-496-9715 | Cell phone 406-490-0082

10-21 Mburris email sent to POC looking for 10-24

10-21 Mburris called site and LM on Vmail


10/20/25 lcoonrod

All parts are here. Thank you, Mike


10/20/25 lcoonrod sent email to confirm parts have delivered.

way bill 394140928256Delivered Tuesday, 10/14/25 at 11:14 AM Signed for by: T.Potvinway bill 394263163580Delivered Wednesday, 10/15/25 at 11:36 AM Signed for by: T.Potvinway bill 394146593810Delivered Monday, 10/13/25 at 11:49 AM Signed for by: B.Adams


10/13/25 lcoonrod part VSFLDHIS back ordered, expected date 11/10/2025

all other parts have shipped.

way bill 394140928256 DELIVERY DATE Monday Estimated between 9:00 AM - 1:00 PM

way bill 394146593810 DELIVERY DATE Monday Estimated between 9:00 AM - 1:00 PM

🔧 Work Performed
Completed Service Tasks: Inspection and Cleaning Performed a comprehensive inspection and cleaning of: Spectrometer Valve block Manifold Component Replacement: Replaced ion source and filaments Installed new O-rings and seals where required 12/4 - KC: Replaced spectube assembly 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 During final testing signal isn't stable on filament 1. Diagnosed as needing a replacent spec-tube board nand assembly. Agilent service was closed at EOD. Will call tomorrow to order replacement part. 11/13 - KC: Part ordered and shipped customer.
🔍 Technician Findings
As found: Unit in work shop.
⚠️ Problem Description
Note 10/10/2025 15:36:23 ROKHATTR [10-10-2025 ATI RM TEAM Roshan Khattry] Part # VSFLDHIS Qty 1 is on Backorder in 2810. Part is in transit from MY30 Plant to 2810 with an ETA of 10/17/2025 under PO # 2400000305 with AWB # 394023350359 . Once stock is received at 2810 shipment will be made. ____________________ Note 10/10/2025 14:13:16 WIGEORGE entitled pm MY2151HD13
📄 Description
RECONDITIONED HLD LEAK DETECTOR
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Oct 10, 2:23 PM
Case Number: 00534675
Subject: Waiting on response - Scheduled SO: 6007768055, MAY25,VAC-FIELDPM-LD,SYS-LD-VPD
Status: Closed
⏳ 1.0 business days
📋
▶
3 Work Order Created Oct 13, 9:44 AM
Work Order Created → 7x Parts Added → Status: Awaiting Parts
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
⚠️ 5.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Oct 20, 5:05 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 7d 7h
👷
▶
2 Technician Assigned Oct 21, 12:12 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 19h 6m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 23, 9:26 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-12T14:00:00.000+0000
🚨 13.0 business days
💵
3x Expenses Added Nov 10, 1:38 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
💵
8x Expenses Added Nov 11, 10:16 PM
Type: Expenses, Travel
Status: Open
Qty: 1, 1200, 75
🔧
Status: Tech On Site by Kwame Cobb Nov 12, 9:35 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 20d 1h
⏱️
2x Labor Added Nov 12, 4:21 PM
Type: Labor
Status: Open
Qty: 10
🚗
▶
2 Status: Tech Off Site Nov 13, 6:27 AM
Status: Tech Off Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 1.5, 8.5
💵
▶
2 Expenses Added Nov 13, 6:34 AM
Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
Labor Added Nov 14, 10:15 AM
Type: Labor
Status: Open
Qty: 11
💵
3x Expenses Added Nov 14, 10:47 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔄
Status: Reschedule by Nicholas Willick Nov 19, 1:38 PM
From: Tech Off Site
To: Reschedule
Duration in Previous: 6d 7h
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Nov 26, 5:31 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-04T14:00:00.000+0000
⏳ 4.8 business days
🔧
Status: Tech On Site by Kwame Cobb Dec 4, 10:02 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 16h
🚗
Status: Tech Off Site by Kwame Cobb Dec 5, 6:49 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 20h 47m
⏱️
16x Labor Added Dec 5, 6:57 AM
Type: Labor, Expenses, Travel
Status: Open
Qty: 12, 1.5, 1200, 75
⏳ 1.0 business days
⏱️
Labor Added Dec 7, 10:43 PM
Type: Labor
Status: Open
Qty: 12
✔️
Status: Completed by Kwame Cobb Dec 7, 11:16 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 2d 16h, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 8, 1:14 PM
From: Closed
To: Ready to Bill
Duration in Previous: 13h 56m
⏸️
Status: On Hold by MICHAEL MCNAMARA Dec 8, 1:30 PM
From: Ready to Bill
To: On Hold
Duration in Previous: 16m
📄
Status: Ready to Bill by MICHAEL MCNAMARA Dec 8, 1:39 PM
From: On Hold
To: Ready to Bill
Duration in Previous: 9m
📨
Status: Invoice Pending by Hannah Shaw Dec 8, 4:00 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2h 21m
⚠️ 7.0 business days
🧾
▶
2 Invoice Created Dec 16, 1:31 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 7d 21h

Bottlenecks

Awaiting Parts
Duration: 5.0 business days (threshold: 3.0 business days)
Exceeded by 2.0 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Tech Off Site
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Reschedule
Duration: 5.7 business days (threshold: 2.0 business days)
Exceeded by 3.7 business days
Scheduled
Duration: 4.2 business days (threshold: 2.0 business days)
Exceeded by 2.2 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Invoice Pending
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days

🔗 Related Artifacts

📞
Case 00534675
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
N/A
Created
Oct 13, 9:44 AM
Invoice #
SM-248489

Work Details (45)

Name Type Status Qty Amount Date
WL-02968398 Parts Open 1 $0.00 Oct 13, 9:46 AM
WL-02968399 Parts Open 1 $0.00 Oct 13, 9:46 AM
WL-02968400 Parts Open 1 $0.00 Oct 13, 9:46 AM
WL-02968401 Parts Open 1 $0.00 Oct 13, 9:46 AM
WL-02968402 Parts Open 1 $0.00 Oct 13, 9:46 AM
WL-02968403 Parts Open 1 $0.00 Oct 13, 9:46 AM
WL-02968404 Parts Open 1 $0.00 Oct 13, 9:46 AM
WL-03002134 Expenses Open 1 $922.16 Nov 10, 1:38 PM
WL-03002135 Expenses Open 1 $204.71 Nov 10, 1:38 PM
WL-03002136 Expenses Open 1 $233.74 Nov 10, 1:38 PM
WL-03004123 Expenses Open 1 $92.99 Nov 11, 10:16 PM
WL-03004124 Expenses Open 1 $59.13 Nov 11, 10:16 PM
WL-03004125 Expenses Open 1 $0.00 Nov 11, 10:16 PM
WL-03004126 Expenses Open 1 $50.00 Nov 11, 10:16 PM
WL-03004127 Expenses Open 1 $50.00 Nov 11, 10:16 PM
WL-03004128 Expenses Open 1 $25.00 Nov 11, 10:16 PM
WL-03004129 Travel Open 1200 $800.00 Nov 11, 10:16 PM
WL-03004130 Travel Open 75 $300.00 Nov 11, 10:16 PM
WL-03005017 Labor Open 10 $0.00 Nov 12, 4:21 PM
WL-03005018 Labor Open 1 $0.00 Nov 12, 4:21 PM
WL-03005737 Labor Open 1.5 $0.00 Nov 13, 6:29 AM
WL-03005736 Labor Open 8.5 $541.00 Nov 13, 6:29 AM
WL-03005738 Expenses Open 1 $28.34 Nov 13, 6:34 AM
WL-03005739 Expenses Open 1 $26.50 Nov 13, 6:36 AM
WL-03007291 Labor Open 11 $0.00 Nov 14, 10:15 AM
WL-03007399 Expenses Open 1 $59.13 Nov 14, 10:47 AM
WL-03007400 Expenses Open 1 $102.13 Nov 14, 10:47 AM
WL-03007401 Expenses Open 1 $28.34 Nov 14, 10:47 AM
WL-03027591 Labor Open 12 $0.00 Dec 5, 6:57 AM
WL-03027592 Labor Open 1.5 $0.00 Dec 5, 6:57 AM
WL-03027593 Labor Open 5 $400.00 Dec 5, 6:57 AM
WL-03027594 Labor Open 1.5 $0.00 Dec 5, 6:57 AM
WL-03027595 Expenses Open 1 $940.97 Dec 5, 6:57 AM
WL-03027596 Expenses Open 1 $150.50 Dec 5, 6:57 AM
WL-03027597 Expenses Open 1 $126.99 Dec 5, 6:57 AM
WL-03027598 Expenses Open 1 $233.00 Dec 5, 6:57 AM
WL-03027599 Expenses Open 1 $143.65 Dec 5, 6:57 AM
WL-03027600 Expenses Open 1 $50.00 Dec 5, 6:57 AM
WL-03027601 Expenses Open 1 $50.00 Dec 5, 6:57 AM
WL-03027602 Expenses Open 1 $25.00 Dec 5, 6:57 AM
WL-03027603 Expenses Open 1 $28.50 Dec 5, 6:57 AM
WL-03027604 Expenses Open 1 $150.50 Dec 5, 6:57 AM
WL-03027605 Travel Open 1200 $800.00 Dec 5, 6:57 AM
WL-03027606 Travel Open 75 $300.00 Dec 5, 6:57 AM
WL-03029696 Labor Open 12 $0.00 Dec 7, 10:43 PM

Details