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Detailed work order timeline, KPIs, and analysis

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WO-01309398 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Overhaul • PC

📍 Corning Inc — 310 N College Rd, WILMINGTON NC, 28405

Oct 14, 2025 → Nov 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 12, 2025
✓ SLA Met
Active: 12 biz days
Paused: 8 biz days
🕐 Clock stopped: Completed (Nov 12, 2025)
▶ Clock Running
Status: Created
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸8d
⏸ Clock Paused
Status: Awaiting Parts
Oct 14 → Oct 24, 2025
8 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Oct 24 → Oct 27, 2025
1 business day (counted)
Running total: 1 of ? biz days used
9d
▶ Clock Running
Status: Assigned
Oct 27 → Nov 7, 2025
9 business days (counted)
Running total: 10 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 7 → Nov 10, 2025
1 business day (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 10 → Nov 12, 2025
1 business day (counted)
Running total: 12 of ? biz days used
Created: Oct 14, 2025 Completed: Nov 12, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 14 → Oct 14 Created ▶ Running 0 0
Oct 14 → Oct 24 Awaiting Parts ⏸ Paused 8 —
Oct 24 → Oct 27 Ready for Scheduling ▶ Running 1 1
Oct 27 → Nov 7 Assigned ▶ Running 9 10
Nov 7 → Nov 10 Scheduled ▶ Running 1 11
Nov 10 → Nov 12 Tech On Site ▶ Running 1 12
Dispatch 0.0d
Material Management 8.4d
Coordinators 14.0d
Field Work 0.7d
Billing 2.6d
✓ SLA Met
Dispatch
0.0 days
Material Management
8.4 days
Over SLA
Coordinators
14.0 days
Over SLA
Field Work
0.7 days
Billing
2.6 days
Over SLA
Created: Oct 14, 2025 Due: Nov 12, 2025 Completed: Nov 12, 2025 (on time)
📅
20.0 days Total Age
⏱️
10.0d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
18.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 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 Rozier Cole — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 10, 2025
Visit 2 Nov 11, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535453
Service Order#: 6008140077
Closed
Parts Prediction 07/30/2025 08:15:46 WF-BATCH Agent: PIERCEB Timestamp: 2025-07-30 07:15:40 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 EX8699367 ____________________ Note 07/30/2025 08:15:45 WF-BATCH Agent: PIERCEB Timestamp: 2025-07-30 07:15:40 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Mike Wyant; mike.wyant@agilent.com; Mobile: 919-753-8802 Needs Service
Priority
Standard
Origin
Email
Reason
New Case
Contact
Coulter Matthew
Owner
Leona Coonrod
Created
Oct 14, 2025
Work Orders from this Case (1)
WO-01309398 (current) Invoiced
Overhaul • Rozier Cole
Created: Oct 14, 2025 • Closed: Nov 11, 2025
Completed with significant delays
Invoiced • 141 days old
🚨
Primary Delay 10.0 days stuck in "Assigned"
⏱️
Total Delay 18.3 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
8.4d / 3.0d SLA
Ready for Scheduling
2.0d / 1.0d SLA
Assigned
10.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.1d / 1.0d SLA
WO Correction Needed
0.3d
Ready to Bill
2.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11.13.25 hshaw - missing expense hotel 11/10 & 11/11.

11/7 MOwens Chris Mohn called and said Rozier is cleared to go onsite for the repair work. Scheduled the visit starting on 11/10 thru 11/11. Chris said that works for him.

10/30 MOwens Sent email back to Matthew Coulter to confirm once the tech is approved by security to go onsite.

10/27 MOwens Called to speak to Coulter Matthew but had to leave a vm for him to call back to verifiy the part arrival.

10/24/25 lcoonrod no response to emails. Left VM. moving to RFS

10/20/25 lcoonrod sent email to confirm parts delivery

670029096 CLEANING KIT FOR VACUUM + SPEC TUBE

VSFLDHIS HOT ION SOURCE KIT

VSFLDCL VS SERIES CALIBRATED LEAK REPLACEMENT

VSFLDOV VS SERIES, VALVE BLOCK O-RING KIT

695409005 OIL MECH.VACUUM PUMP 1 LITER CONTAINER

EX8699367 EXCHANGE TURBO-V70LP FOR VS LEAK DETECT


Way bill 394259300990 Delivered Wednesday, 10/15/25 at 9:50 AM Signed for by: K.Brown

Way bill 394307041347 Delivered Thursday, 10/16/25 at 9:34 AM Signed for by: T.Hokks

Way bill 394267307890 Delivered Wednesday, 10/15/25 at 9:50 AM Signed for by: K.Brown



10/14/25 lcoonrod parts have not shipped yet

🔧 Work Performed
found unit needing overhaul - replaced turbo pump - pm'd unit per mfg instructions - calibrated - leak down tested - verified w/ customer
🔍 Technician Findings
fund unit needing overhauled - unit turbo pump spinning on low rpm - unit failed calibration
⚠️ Problem Description
Parts Prediction 07/30/2025 08:15:46 WF-BATCH Agent: PIERCEB Timestamp: 2025-07-30 07:15:40 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 EX8699367 ____________________ Note 07/30/2025 08:15:45 WF-BATCH Agent: PIERCEB Timestamp: 2025-07-30 07:15:40 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Mike Wyant; mike.wyant@agilent.com; Mobile: 919-753-8802 Needs Service
📄 Description
VS MR15 Mobile Leak Detector
📞 Call Description
VPD Field Overhaul Trade

Timeline

📞
Case Linked Oct 14, 2:36 PM
Case Number: 00535453
Subject: Service Order#: 6008140077
Status: Closed
📋
▶
3 Work Order Created Oct 14, 4:36 PM
Work Order Created → 6x Parts Added → Status: Awaiting Parts
🔩
6x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
⚠️ 8.9 business days
📅
Status: Ready for Scheduling by Leona Coonrod Oct 24, 9:35 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 9d 16h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Oct 27, 10:39 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 1h
🚨 10.0 business days
🗓️
▶
2 Status: Scheduled Nov 7, 10:01 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-10T17:00:00.000+0000
⏳ 2.0 business days
🔧
▶
2 Status: Tech On Site Nov 10, 5:37 PM
Status: Tech On Site → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Expenses, Travel
Status: Open
Qty: 4, 5, 0.25, 1, 232
⏳ 0.8 business days
⏱️
▶
2 3x Labor Added Nov 11, 11:11 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Rozier Cole
From: Tech On Site
To: Completed
Duration in Previous: 1d 5h
🏁
Status: Closed by Rozier Cole Nov 11, 11:24 PM
From: Completed
To: Closed
Duration in Previous: 9m
⏳ 2.0 business days
✏️
Status: WO Correction Needed by MICHAEL MCNAMARA Nov 13, 1:37 PM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 14h
💵
▶
2 Expenses Added Nov 13, 3:36 PM
Expenses Added → Status: Closed
🏁
Status: Closed by Matthew Bateman
From: WO Correction Needed
To: Closed
Duration in Previous: 2h 0m
📄
Status: Ready to Bill by Hannah Shaw Nov 13, 4:16 PM
From: Closed
To: Ready to Bill
Duration in Previous: 38m
⏳ 3.0 business days
📨
Status: Invoice Pending by Hannah Shaw Nov 17, 1:13 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 3d 20h, 0m
⏳ 2.0 business days
🧾
Invoice Created Nov 18, 7:09 PM
Invoice Number: SM-246784

Bottlenecks

Awaiting Parts
Duration: 8.4 business days (threshold: 3.0 business days)
Exceeded by 5.4 business days
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 10.0 business days (threshold: 4.0 business hours)
Exceeded by 9.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00535453
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Overhaul
Branch
ERLA - PROD
Technician
Rozier Cole
Scheduled
Nov 10, 12:00 PM
Created
Oct 14, 4:36 PM
Invoice #
SM-246784

Work Details (15)

Name Type Status Qty Amount Date
WL-02970278 Parts Open 1 $0.00 Oct 14, 4:39 PM
WL-02970279 Parts Open 1 $0.00 Oct 14, 4:39 PM
WL-02970280 Parts Open 1 $0.00 Oct 14, 4:39 PM
WL-02970281 Parts Open 1 $0.00 Oct 14, 4:39 PM
WL-02970282 Parts Open 1 $0.00 Oct 14, 4:39 PM
WL-02970283 Parts Open 1 $0.00 Oct 14, 4:39 PM
WL-03002505 Labor Open 4 $0.00 Nov 10, 5:40 PM
WL-03002506 Labor Open 5 $920.00 Nov 10, 5:40 PM
WL-03002507 Labor Open 0.25 $0.00 Nov 10, 5:40 PM
WL-03002508 Expenses Open 1 $50.00 Nov 10, 5:40 PM
WL-03002509 Travel Open 232 $800.00 Nov 10, 5:40 PM
WL-03004149 Labor Open 0.25 $0.00 Nov 11, 11:11 PM
WL-03004150 Labor Open 2 $0.00 Nov 11, 11:11 PM
WL-03004151 Travel Open 3 $150.00 Nov 11, 11:11 PM
WL-03006357 Expenses Open 1 $271.14 Nov 13, 3:36 PM

Details