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WO-01311261 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 State of Texas - Dept of State Health Services — 1100 W 49th St, Austin TX, 78756

Oct 24, 2025 → Jan 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (17 biz days early)
Active: 47 biz days
🕐 Clock stopped: Completed (Jan 6, 2026)
▶ Clock Running
Status: Created
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
26d
▶ Clock Running
Status: Assigned
Oct 24 → Dec 4, 2025
26 business days (counted)
Running total: 26 of ? biz days used
20d
▶ Clock Running
Status: Scheduled
Dec 4 → Jan 5, 2026
20 business days (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 5 → Jan 6, 2026
1 business day (counted)
Running total: 47 of ? biz days used
Created: Oct 24, 2025 Completed: Jan 6, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 24 → Oct 24 Created ▶ Running 0 0
Oct 24 → Oct 24 Ready for Scheduling ▶ Running 0 0
Oct 24 → Dec 4 Assigned ▶ Running 26 26
Dec 4 → Jan 5 Scheduled ▶ Running 20 46
Jan 5 → Jan 6 Tech On Site ▶ Running 1 47
Dispatch 0.0d
Coordinators 46.9d
Field Work 1.3d
Billing 15.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
46.9 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
15.0 days
Over SLA
Created: Oct 24, 2025 Due: Jan 31, 2026 Completed: Jan 6, 2026 (25 days early)
📅
47.1 days Total Age
⏱️
26.8d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
59.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538198
6008084233
Closed
28R SYS-GC-7890A Contract ends 08/31/2026 repair included PM G3440A CN11351118 Agilent 7890A Series GC Custom G4513A CN11280028 7693A Autoinjector G4514A CN11230013 7693A Tray, 150 Vial G4513A CN11530096 7693A Autoinjector
Priority
High
Origin
Web
Reason
New Case
Contact
Anna Miller
Owner
Leona Coonrod
Created
Oct 24, 2025
Work Orders from this Case (1)
WO-01311261 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Oct 24, 2025 • Closed: Jan 5, 2026
Completed with significant delays
Invoiced • 131 days old
🚨
Primary Delay 26.8 days stuck in "Assigned"
⏱️
Total Delay 59.7 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
26.8d / 0.5d SLA
Scheduled
20.1d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
15.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez ARP to site is 87 miles. Zone 2
🔧 Work Performed
Performed annual GC preventive maintenance per 7890 PM checklist. All tests passed. Replaced front uECD mixing liner.
⚠️ Problem Description
G3440A CN11351117 Agilent 7890A Series GC Custom G4513A CN11280040 7693A Autoinjector G4514A CN11290051 7693A Tray, 150 Vial G4513A CN11210021 7693A Autoinjector
📄 Description
Agilent 7890A Series GC
📞 Call Description
JAN 2026 GC PM

Timeline

📞
▶
4 Case Linked Oct 24, 1:25 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01311261
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: Jose Gutierrez
🚨 27.0 business days
🗓️
▶
2 Status: Scheduled Dec 4, 6:00 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-01-05T15:00:00.000+0000
🚨 20.7 business days
🔧
Status: Tech On Site by Jose Gutierrez Jan 5, 9:54 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 31d 15h
⏱️
▶
2 8x Labor Added Jan 5, 9:06 PM
8x Labor Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site
To: Completed
Duration in Previous: 11h 17m
🏁
Status: Closed by Jose Gutierrez Jan 5, 9:34 PM
From: Completed
To: Closed
Duration in Previous: 23m
⏳ 2.3 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 7, 10:48 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 13h
🚨 15.0 business days
📨
▶
3 Status: Invoice Pending Jan 28, 1:41 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-252436
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 26.8 business days (threshold: 4.0 business hours)
Exceeded by 26.3 business days
Scheduled
Duration: 20.1 business days (threshold: 2.0 business days)
Exceeded by 18.1 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days

🔗 Related Artifacts

📞
Case 00538198
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Jan 5, 10:00 AM
Created
Oct 24, 1:27 PM
Invoice #
SM-252436

Work Details (8)

Name Type Status Qty Amount Date
WL-03054325 Labor Open 2 $0.00 Jan 5, 9:06 PM
WL-03054326 Labor Open 2 $285.00 Jan 5, 9:06 PM
WL-03054327 Labor Open 2 $0.00 Jan 5, 9:06 PM
WL-03054328 Travel Open 87 $359.00 Jan 5, 9:06 PM
WL-03054329 Travel Open 87 $0.00 Jan 5, 9:06 PM
WL-03054330 Parts Open 2 $0.00 Jan 5, 9:06 PM
WL-03054331 Parts Open 1 $0.00 Jan 5, 9:06 PM
WL-03054332 Parts Open 1 $0.00 Jan 5, 9:06 PM

Details