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WO-01310284 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Polymer Technology Systems Inc — 510 Oakmead Pkwy, Sunnyvale CA, 94085

Oct 20, 2025 → Nov 18, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 1, 2025
✓ SLA Met (7 biz days early)
Active: 20 biz days
🕐 Clock stopped: Completed (Nov 18, 2025)
▶ Clock Running
Status: Created
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 20 → Oct 21, 2025
1 business day (counted)
Running total: 1 of ? biz days used
19d
▶ Clock Running
Status: Scheduled
Oct 21 → Nov 18, 2025
19 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 20 of ? biz days used
Created: Oct 20, 2025 Completed: Nov 18, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 20 → Oct 20 Created ▶ Running 0 0
Oct 20 → Oct 20 Ready for Scheduling ▶ Running 0 0
Oct 20 → Oct 21 Assigned ▶ Running 1 1
Oct 21 → Nov 18 Scheduled ▶ Running 19 20
Nov 18 → Nov 18 Tech On Site ▶ Running 0 20
Dispatch 0.0d
Coordinators 22.0d
Field Work 0.0d
Billing 12.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
22.0 days
Over SLA
Field Work
0.0 days
Billing
12.4 days
Over SLA
Created: Oct 20, 2025 Due: Dec 1, 2025 Completed: Nov 18, 2025 (13 days early)
📅
21.0 days Total Age
⏱️
20.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
30.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00536739
6008146522
Closed
28R SYS-UV-300-M PIPM CARY-100 UV1107M055 Model CARY-100
Priority
High
Origin
Web
Reason
New Case
Contact
Katya Oliva
Owner
Leona Coonrod
Created
Oct 20, 2025
Work Orders from this Case (1)
WO-01310284 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Oct 20, 2025 • Closed: Nov 18, 2025
Completed with significant delays
Invoiced • 135 days old
🚨
Primary Delay 20.0 days stuck in "Scheduled"
⏱️
Total Delay 30.9 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
2.0d / 0.5d SLA
Scheduled
20.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Closed
0.2d / 1.0d SLA
Ready to Bill
12.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

20 Oct 2025 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 15 miles. Zone 1

🔧 Work Performed
Completed UV-Vis PM.
⚠️ Problem Description
28R SYS-UV-300-M PIPM CARY-100 UV1107M055 Model CARY-100
📄 Description
UV-VIS Cary 100/300 Spectrometer
📞 Call Description
NOV 2025 UV PIPM

Timeline

📞
▶
4 Case Linked Oct 20, 10:29 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01310284
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: Larry Alberty
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Oct 21, 10:39 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2025-11-18T14:00:00.000+0000
🚨 20.0 business days
🚗
4x Travel Added Nov 18, 10:28 AM
Type: Travel, Parts
Status: Open
Qty: 15
🔧
Status: Tech On Site by Larry Alberty Nov 18, 1:49 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 28d 4h
⏱️
▶
2 3x Labor Added Nov 18, 2:08 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 21m, 0m
📄
Status: Ready to Bill by Hannah Shaw Nov 18, 4:00 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 48m
🚨 13.0 business days
📨
▶
3 Status: Invoice Pending Dec 8, 3:42 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-248486

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 20.0 business days (threshold: 2.0 business days)
Exceeded by 18.0 business days
Ready to Bill
Duration: 12.4 business days (threshold: 1.0 business days)
Exceeded by 11.4 business days

🔗 Related Artifacts

📞
Case 00536739
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Nov 18, 9:00 AM
Created
Oct 20, 10:31 AM
Invoice #
SM-248486

Work Details (7)

Name Type Status Qty Amount Date
WL-03010971 Travel Open 15 $180.00 Nov 18, 10:28 AM
WL-03010972 Travel Open 15 $0.00 Nov 18, 10:28 AM
WL-03010973 Parts Open 1 $0.00 Nov 18, 10:28 AM
WL-03010974 Parts Open 1 $0.00 Nov 18, 10:28 AM
WL-03011391 Labor Open 1 $0.00 Nov 18, 2:08 PM
WL-03011392 Labor Open 2 $285.00 Nov 18, 2:08 PM
WL-03011393 Labor Open 1 $0.00 Nov 18, 2:08 PM

Details