Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01310699 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Overhaul • PC

📍 Vacuum Process Engineering Inc — 150 Commerce Cir, Sacramento CA, 95815

Oct 22, 2025 → Nov 21, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 20, 2025
✓ SLA Met
Active: 9 biz days
Paused: 11 biz days
🕐 Clock stopped: Tech Off Site (Nov 20, 2025)
▶ Clock Running
Status: Created
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Oct 22 → Oct 24, 2025
2 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
▶ Clock Running
Status: Assigned
Oct 27 → Oct 27, 2025
0 business days (counted)
Running total: 1 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Oct 27 → Oct 30, 2025
3 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 4 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 30 → Oct 30, 2025
0 business days (not counted)
▶ Clock Running
Status: Entered
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 4 of ? biz days used
⏸9d
⏸ Clock Paused
Status: Awaiting Parts - Customer
Oct 30 → Nov 13, 2025
9 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 4 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 13 → Nov 19, 2025
4 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 9 of ? biz days used
Created: Oct 22, 2025 Tech Off Site: Nov 20, 2025
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Oct 22 → Oct 22 Created ▶ Running 0 0
Oct 22 → Oct 24 Awaiting Parts ⏸ Paused 2 —
Oct 24 → Oct 27 Ready for Scheduling ▶ Running 1 1
Oct 27 → Oct 27 Assigned ▶ Running 0 1
Oct 27 → Oct 30 Scheduled ▶ Running 3 4
Oct 30 → Oct 30 Tech On Site ▶ Running 0 4
Oct 30 → Oct 30 Awaiting Parts - Customer ⏸ Paused 0 —
Oct 30 → Oct 30 Entered ▶ Running 0 4
Oct 30 → Oct 30 Assigned ▶ Running 0 4
Oct 30 → Nov 13 Awaiting Parts - Customer ⏸ Paused 9 —
Nov 13 → Nov 13 Ready for Scheduling ▶ Running 0 4
Nov 13 → Nov 19 Scheduled ▶ Running 4 8
Nov 19 → Nov 19 Tech On Site ▶ Running 0 8
Nov 19 → Nov 19 Scheduled ▶ Running 0 8
Nov 19 → Nov 20 Tech On Site ▶ Running 1 9
Dispatch 0.0d
Material Management 13.0d
Coordinators 10.5d
Field Work 4.3d
Billing 1.9d
✓ SLA Met
Dispatch
0.0 days
Material Management
13.0 days
Coordinators
10.5 days
Over SLA
Field Work
4.3 days
Over SLA
Billing
1.9 days
Created: Oct 22, 2025 Due: Nov 20, 2025 Completed: Nov 21, 2025 (on time)
📅
21.8 days Total Age
⏱️
10.0d in Awaiting Parts - Customer Longest Stage
🔄
19 transitions Status Changes
⚠️
5.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
37 lines Work Details
🚩
6 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
6 On-Site Visits
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 Oct 29, 2025
Visit 2 Oct 30, 2025
Visit 3 Oct 31, 2025
Visit 4 Nov 18, 2025
Visit 5 Nov 19, 2025
Visit 6 Nov 20, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537153
Service Order#: 6008161378
Closed
Note 10/22/2025 07:50:33 RUTIWARI 10/22/2025 - rutiwari - 4104751497 - item 1010 - 670029096 Description "CLEANING KIT FOR VACUUM + SPEC TUBE" Qty-1 DID NOT ship as expected 10/21 and was reported by the warehouse as a missed shipment, the reason for missed shipment will be investigated and an updated will be provided as soon as more information is available, no ETA at this time. ____________________ Parts Prediction 10/22/2025 07:50:33 WF-BATCH Agent: PIERCEB Timestamp: 2025-10-17 12:36:51 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP X3815-67000 G8610-69008 ____________________ Note 10/17/2025 13:36:59 WF-BATCH Agent: PIERCEB Timestamp: 2025-10-17 12:36:51 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760. Turbo not coming up to speed
Priority
Standard
Origin
Email
Reason
New Case
Contact
Bob Hayes
Owner
Leona Coonrod
Created
Oct 21, 2025
Work Orders from this Case (1)
WO-01310699 (current) Invoiced
Overhaul • Kwame Cobb
Created: Oct 22, 2025 • Closed: Nov 21, 2025
Completed with minor delays
Invoiced • 133 days old
🚨
Primary Delay 10.0 days stuck in "Awaiting Parts - Customer"
⏱️
Total Delay 5.4 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
3.0d / 3.0d SLA
Ready for Scheduling
2.1d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
8.3d / 2.0d SLA
Tech On Site
2.2d / 1.0d SLA
Awaiting Parts - Customer
10.0d
Tech Off Site
1.0d / 2.0d SLA
Completed
1.1d / 1.0d SLA
Closed
1.6d / 1.0d SLA
WO Correction Needed
1.4d
Ready to Bill
0.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-13 Mburris email from POC to set

11-13 Mburris email sent to POC to set

11/13/25 lcoonrod

Per email from Joann, We have received the Turbo-V70LP for Leak detect. And physically have it next to the leak detector. Please include me on the emails. joannt@vpei.com


11/12/25 lcoonrod sent email to confirm receipt of last part

way bill 395179397109Delivered Tuesday, 11/11/25 at 9:59 AM Signed for by: H.Henry


11/3/25 lcoonrod EX8699367 WO updated with part. Est delivery date 11/25


10/30/25 lcoonrod EX8699367 WO updated with part. Est delivery date 11/25

email from William George/Agilent, another part has been in SO. EX8699367 WO updated with part. Est delivery date 11/25


10-28 Mburris tech was on site wrong parts sent to site. Tech reached and was told parts on back order until after 11-24

10-27 Mburris email from POC to set ..........Michael,


           Oct. 30th will work for us. Please have the tech. sign in at bldg. 110 Commerce Circle and get a visitor badge. Please contact me at 916 330-0720 after signing in.


10-27 Mburris email sent to POC

10/24/25 lcoonrod parts confirmed on site. Moving to RFS

Yes, we have rec’d this kit. Bob Hayes


10/24/25 lcoonrod sent email to confirm delivery of parts

way bill 394518333935

SCHEDULED DELIVERY DATE Friday Before 10:30 AM

way bill 394508101532

Delivered Wednesday, 10/22/25 at 10:08 AM Signed for by: A.Henry



10/22/25 lcoonrod way bill 394518333935 Delivery details We'll add a delivery date as soon as we get your package. way bill 394508101532 DELIVERY DATE Wednesday Estimated between 9:00 AM - 1:00 PM

🔧 Work Performed
Unit requires replacement turbo pump. Ordered from Agilent—part on backorder until 11/24/2025. New unused spectrometer head sent back. Part not needed. 11/19/25 - KC Completed Service Tasks: Inspection and Cleaning Performed a comprehensive inspection and cleaning of: Spectrometer Valve block Manifold Component Replacement: Replaced turbo pump Replaced ion source and filaments Installed new O-rings and seals where required 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
🔍 Technician Findings
As found: Unit in workshop.
⚠️ Problem Description
Note 10/22/2025 07:50:33 RUTIWARI 10/22/2025 - rutiwari - 4104751497 - item 1010 - 670029096 Description "CLEANING KIT FOR VACUUM + SPEC TUBE" Qty-1 DID NOT ship as expected 10/21 and was reported by the warehouse as a missed shipment, the reason for missed shipment will be investigated and an updated will be provided as soon as more information is available, no ETA at this time. ____________________ Parts Prediction 10/22/2025 07:50:33 WF-BATCH Agent: PIERCEB Timestamp: 2025-10-17 12:36:51 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP X3815-67000 G8610-69008 ____________________ Note 10/17/2025 13:36:59 WF-BATCH Agent: PIERCEB Timestamp: 2025-10-17 12:36:51 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760. Turbo not coming up to speed
📄 Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞 Call Description
VPD Field Overhaul Trade

Timeline

📞
Case Linked Oct 21, 12:44 PM
Case Number: 00537153
Subject: Service Order#: 6008161378
Status: Closed
📋
▶
3 Work Order Created Oct 22, 9:10 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: 3m
⏳ 3.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Oct 24, 4:43 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 7h
⏳ 1.9 business days
👷
▶
2 Technician Assigned Oct 27, 10:28 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 17h
🗓️
▶
2 Status: Scheduled Oct 27, 11:30 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-30T14:00:00.000+0000
⏳ 2.0 business days
💵
Expenses Added Oct 28, 7:43 PM
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Oct 29, 8:50 AM
Type: Expenses
Status: Open
Qty: 1
⏱️
5x Labor Added Oct 29, 10:30 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 2, 1, 130
🔧
Status: Tech On Site by Kwame Cobb Oct 30, 10:27 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 22h
⏱️
2x Labor Added Oct 30, 11:45 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 10
👤
▶
3 Status: Awaiting Parts - Customer Oct 30, 12:00 PM
Status: Awaiting Parts - Customer → Status: Assigned → Technician Assigned
👷
Status: Assigned by Michael Burris
From: Entered, Assigned
To: Assigned, Awaiting Parts - Customer
Duration in Previous: 0m
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
🔩
Parts Added Oct 30, 4:13 PM
Type: Parts
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
▶
2 2x Labor Added Nov 2, 9:42 AM
2x Labor Added → 5x Expenses Added
💵
5x Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
▶
2 2x Expenses Added Nov 2, 9:49 AM
2x Expenses Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 8
⚠️ 8.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Nov 13, 11:02 AM
From: Awaiting Parts - Customer
To: Ready for Scheduling
Duration in Previous: 14d 0h
🗓️
▶
2 Status: Scheduled Nov 13, 4:48 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-19T14:00:00.000+0000
⏳ 1.9 business days
💵
2x Expenses Added Nov 14, 5:24 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.8 business days
🔧
▶
2 Status: Tech On Site Nov 19, 10:40 AM
Status: Tech On Site → 4x Labor Added
⏱️
4x Labor Added
Type: Labor, Travel
Status: Open
Qty: 3, 0.5, 125, 10
🗓️
Status: Scheduled by David Carvalho Nov 19, 1:50 PM
From: Tech On Site, Scheduled
To: Scheduled, Tech On Site
Duration in Previous: 3h 9m, 0m
⏱️
2x Labor Added Nov 20, 7:34 AM
Type: Labor
Status: Open
Qty: 7, 0.5
🚗
Status: Tech Off Site by Kwame Cobb Nov 20, 7:46 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 17h 54m
⏱️
▶
2 Labor Added Nov 20, 4:26 PM
Labor Added → Status: Completed
✔️
Status: Completed by Kwame Cobb
From: Tech Off Site
To: Completed
Duration in Previous: 8h 40m
🏁
Status: Closed by Kwame Cobb Nov 21, 1:05 AM
From: Completed
To: Closed
Duration in Previous: 8h 37m
✏️
Status: WO Correction Needed by MICHAEL MCNAMARA Nov 21, 5:49 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 4h 44m
⏳ 1.0 business days
🏁
Status: Closed by Kwame Cobb Nov 23, 10:02 PM
From: WO Correction Needed
To: Closed
Duration in Previous: 2d 16h
📄
Status: Ready to Bill by MICHAEL MCNAMARA Nov 24, 12:17 PM
From: Closed
To: Ready to Bill
Duration in Previous: 14h 15m
📨
▶
2 Status: Invoice Pending Nov 24, 4:24 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
🚨 43.9 business days
🧾
Invoice Created Jan 29, 6:16 PM
Invoice Number: 247468

Bottlenecks

Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Tech On Site
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.1 business hours
Completed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours

🔗 Related Artifacts

📞
Case 00537153
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Overhaul
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Nov 19, 9:00 AM
Created
Oct 22, 9:10 AM
Invoice #
247468

Work Details (37)

Name Type Status Qty Amount Date
WL-02979549 Parts Open 1 $0.00 Oct 22, 9:13 AM
WL-02979550 Parts Open 1 $0.00 Oct 22, 9:13 AM
WL-02979551 Parts Open 1 $0.00 Oct 22, 9:13 AM
WL-02979552 Parts Open 1 $0.00 Oct 22, 9:13 AM
WL-02979553 Parts Open 1 $0.00 Oct 22, 9:13 AM
WL-02979554 Parts Open 1 $0.00 Oct 22, 9:13 AM
WL-02979555 Parts Open 1 $0.00 Oct 22, 9:13 AM
WL-02987248 Expenses Open 1 $431.59 Oct 28, 7:43 PM
WL-02987555 Expenses Open 1 $433.86 Oct 29, 8:50 AM
WL-02987556 Expenses Open 1 $5.00 Oct 29, 8:50 AM
WL-02989243 Labor Open 2 $0.00 Oct 29, 10:30 PM
WL-02989244 Expenses Open 1 $50.00 Oct 29, 10:30 PM
WL-02989245 Expenses Open 1 $50.00 Oct 29, 10:30 PM
WL-02989246 Expenses Open 1 $25.00 Oct 29, 10:30 PM
WL-02989247 Travel Open 130 $450.00 Oct 29, 10:30 PM
WL-02989726 Labor Open 0.5 $0.00 Oct 30, 11:45 AM
WL-02989727 Travel Open 10 $150.00 Oct 30, 11:45 AM
WL-02990224 Parts Open 1 $0.00 Oct 30, 4:13 PM
WL-02993140 Labor Open 3 $920.00 Nov 2, 9:42 AM
WL-02993141 Labor Open 0.5 $0.00 Nov 2, 9:42 AM
WL-02993144 Expenses Open 1 $44.07 Nov 2, 9:45 AM
WL-02993142 Expenses Open 1 $6.00 Nov 2, 9:45 AM
WL-02993143 Expenses Open 1 $70.75 Nov 2, 9:45 AM
WL-02993145 Expenses Open 1 $21.00 Nov 2, 9:45 AM
WL-02993146 Expenses Open 1 $19.41 Nov 2, 9:46 AM
WL-02993147 Expenses Open 1 $3.00 Nov 2, 9:49 AM
WL-02993148 Expenses Open 1 $8.72 Nov 2, 9:49 AM
WL-02993149 Labor Open 8 $0.00 Nov 2, 9:52 AM
WL-03008090 Expenses Open 1 $5.00 Nov 14, 5:24 PM
WL-03008091 Expenses Open 1 $0.01 Nov 14, 5:24 PM
WL-03012912 Labor Open 3 $0.00 Nov 19, 10:45 AM
WL-03012913 Labor Open 0.5 $0.00 Nov 19, 10:45 AM
WL-03012914 Travel Open 125 $450.00 Nov 19, 10:45 AM
WL-03012915 Travel Open 10 $150.00 Nov 19, 10:45 AM
WL-03014236 Labor Open 7 $630.00 Nov 20, 7:34 AM
WL-03014237 Labor Open 0.5 $0.00 Nov 20, 7:34 AM
WL-03015157 Labor Open 8 $0.00 Nov 20, 4:26 PM

Details