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WO-01310198 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD) • Overhaul • PSM

📍 Envoy Medical Corp — 4875 White Bear Parkway, WHITE BEAR LAKE MN, 55110

Oct 17, 2025 → Dec 12, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (26 biz days late)
Active: 37 biz days
🕐 Clock stopped: Completed (Dec 12, 2025)
▶ Clock Running
Status: Created
Oct 17 → Oct 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
37d
▶ Clock Running
Status: Assigned
Oct 17 → Dec 12, 2025
37 business days (counted)
Running total: 37 of ? biz days used
Created: Oct 17, 2025 Completed: Dec 12, 2025
Show SLA Clock Detail (2 periods)
Period Status Clock Biz Days Running Total
Oct 17 → Oct 17 Created ▶ Running 0 0
Oct 17 → Dec 12 Assigned ▶ Running 37 37
Dispatch 0.0d
Holding 0.2d (excluded)
Coordinators 37.7d
Field Work 0.0d
Billing 12.1d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
0.2 days
Coordinators
37.7 days
Over SLA
Field Work
0.0 days
Billing
12.1 days
Over SLA
Created: Oct 17, 2025 Due: Nov 17, 2025 Completed: Dec 12, 2025 (24 days late)
📅
37.7 days Total Age
⏱️
37.7d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
45.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Completed with significant delays
Invoiced • 138 days old
🚨
Primary Delay 37.7 days stuck in "Assigned"
⏱️
Total Delay 45.7 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
37.7d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
0.4d / 1.0d SLA
Ready to Bill
1.8d / 1.0d SLA
On Hold
0.2d
Invoice Pending
10.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12/15/25 MMcNamara
Issue adding parts in Agilent CRM.  On hold
 
🔧 Work Performed
Perform Bench Overhaul warranty: Evaluated, unit covers damaged, vacuum system has a -7 range leak. 12/11/2025 Started tear down unit, clean valve block, replace all O-ring, plunger seal, internal leak valve. Cleaned in side spec-tube body, ion chamber, ion support pole, replaced new filament, metal gasket, retorque spec-tube header. reassembled vacuum system, start up unit, Perform fine test procedure, record parameter. unit leak check ok relabel both covers. shut off unit, pack it up, ship unit back to customer.
🔍 Technician Findings
UNIT DAMAGED COVER, LARGE LEAK IN VACUUM SYSTEM.
⚠️ Problem Description
Approval Note 17.10.2025 13:58:44 BRIAMESS Gratis approved. Regards, Brian ____________________ Note 17.10.2025 13:17:44 WIGEORGE bench overhaul; shipping from 6007982565 ____________________ Approval Note 17.10.2025 13:17:44 WIGEORGE brian mess ____________________ Note 17.10.2025 13:12:49 WF-BATCH Agent: WIGEORGE Timestamp: 2025-10-17 13:12:42 see attachment back from so 6007982565' shipping damage bench overhaul
📄 Description
VS MD30 Mobile Leak Detector
📞 Call Description
VPD Bench Overhaul Warranty

Timeline

📋
▶
3 Work Order Created Oct 17, 2:42 PM
Work Order Created → Status: Assigned → Technician Assigned
👷
Status: Assigned by Kim Pearson
From: Entered
To: Assigned
Duration in Previous: 0m
👷
Technician Assigned by Kim Pearson
Technician: Minh Huynh
🚨 38.0 business days
🔩
3x Parts Added Dec 12, 12:55 PM
Type: Parts
Status: Open
Qty: 1, 2
⏱️
▶
2 Labor Added Dec 12, 1:06 PM
Labor Added → Status: Completed
✔️
Status: Completed by Minh Huynh
From: Assigned
To: Completed
Duration in Previous: 55d 23h
🏁
Status: Closed by Minh Huynh Dec 12, 1:13 PM
From: Completed
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Hannah Shaw Dec 12, 4:45 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3h 31m
⏳ 1.9 business days
⏸️
Status: On Hold by MICHAEL MCNAMARA Dec 15, 11:05 AM
From: Ready to Bill
To: On Hold
Duration in Previous: 2d 18h
📄
Status: Ready to Bill by MICHAEL MCNAMARA Dec 15, 12:45 PM
From: On Hold
To: Ready to Bill
Duration in Previous: 1h 39m
📨
Status: Invoice Pending by Hannah Shaw Dec 15, 4:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3h 46m
🚨 10.9 business days
💰
▶
2 Status: Invoiced Dec 30, 1:28 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249150

Bottlenecks

Assigned
Duration: 37.7 business days (threshold: 4.0 business hours)
Exceeded by 37.2 business days
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Invoice Pending
Duration: 10.3 business days (threshold: 2.0 business days)
Exceeded by 8.3 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Overhaul
Branch
ERLA - PROD
Technician
Minh Huynh
Scheduled
N/A
Created
Oct 17, 2:42 PM
Invoice #
SM-249150

Work Details (4)

Name Type Status Qty Amount Date
WL-03035912 Parts Open 1 $0.00 Dec 12, 12:55 PM
WL-03035913 Parts Open 2 $0.00 Dec 12, 12:55 PM
WL-03035914 Parts Open 1 $0.00 Dec 12, 12:55 PM
WL-03035918 Labor Open 8 $960.00 Dec 12, 1:06 PM

Details