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← WO Overview

WO-01311675 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD) • Overhaul • PSM

📍 Keysight Technologies Inc — 1900 Garden of the Gods Rd, Colorado Springs CO, 80907-3423

Oct 28, 2025 → Nov 18, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (13 biz days late)
Active: 17 biz days
🕐 Clock stopped: Completed (Nov 21, 2025)
▶ Clock Running
Status: Created
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
12d
▶ Clock Running
Status: Assigned
Oct 28 → Nov 14, 2025
12 business days (counted)
Running total: 12 of ? biz days used
5d
▶ Clock Running
Status: Tech On Site
Nov 14 → Nov 21, 2025
5 business days (counted)
Running total: 17 of ? biz days used
Created: Oct 28, 2025 Completed: Nov 21, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Oct 28 → Oct 28 Created ▶ Running 0 0
Oct 28 → Nov 14 Assigned ▶ Running 12 12
Nov 14 → Nov 21 Tech On Site ▶ Running 5 17
Dispatch 0.0d
Coordinators 13.0d
Field Work 6.0d
Billing 1.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
13.0 days
Over SLA
Field Work
6.0 days
Over SLA
Billing
1.9 days
Over SLA
Created: Oct 28, 2025 Due: Nov 28, 2025 Completed: Nov 18, 2025 (10 days early)
📅
15.0 days Total Age
⏱️
13.0d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
18.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Nov 14, 2025
Visit 2 Nov 18, 2025

AI Analysis

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Completed with significant delays
Invoiced • 127 days old
🚨
Primary Delay 13.0 days stuck in "Assigned"
⏱️
Total Delay 18.4 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
Assigned
13.0d / 0.5d SLA
Tech On Site
6.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.6d / 1.0d SLA
Ready to Bill
1.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11.21.25 hshaw - Labor 11/18 should have been Repair/PM not Overhaul.

🔧 Work Performed
11/14/2025 Started unit. TC bargraph flashing red on and off. Replaced motherboard and restarted for evaluation. Cleaned vacuum system, replaced helium leak, cleaned spectube and replaced filaments. 11/18/2025 Retested. 11/18/2025 Perform fine test procedure, record parameter, chart record MDL/Helium Stability. Unit leak check ok shut off unit, pack it up, ship unit back to customer.
🔍 Technician Findings
BAD MOTHER BOARD.
⚠️ Problem Description
Note 24.10.2025 15:58:07 WIGEORGE No Charge Domestic 6395378 has been saved for box ____________________ Note 24.10.2025 15:34:51 WIGEORGE see notes ____________________ Note 24.10.2025 15:06:01 WF-BATCH Agent: WIGEORGE Timestamp: 2025-10-24 15:05:22 warr bench repair; upon unpacking, unit will not operate (power does come on), no tptc reading; no temp reading for cal leak.
📄 Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞 Call Description
VPD Bench Repair Warranty

Timeline

📋
▶
3 Work Order Created Oct 28, 11:40 AM
Work Order Created → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kim Pearson
Technician: Minh Huynh
👷
Status: Assigned by Kim Pearson
From: Entered
To: Assigned
Duration in Previous: 2m
🚨 13.0 business days
🔧
Status: Tech On Site by Charles Sellon Nov 14, 11:19 AM
From: Assigned
To: Tech On Site
Duration in Previous: 17d 0h
⏱️
5x Labor Added Nov 14, 1:12 PM
Type: Labor, Parts
Status: Open
Qty: 4, 1
⏳ 3.0 business days
⏱️
Labor Added Nov 18, 12:22 PM
Type: Labor
Status: Open
Qty: 2
⏳ 3.9 business days
✔️
▶
2 Status: Completed Nov 21, 6:56 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Minh Huynh
From: Completed
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Hannah Shaw Nov 21, 11:44 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4h 46m
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Nov 24, 4:23 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
⚠️ 8.9 business days
🧾
Invoice Created Dec 8, 5:14 PM
Invoice Number: 247467

Bottlenecks

Assigned
Duration: 13.0 business days (threshold: 4.0 business hours)
Exceeded by 12.5 business days
Tech On Site
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.3 business hours

🔗 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 28, 11:40 AM
Invoice #
247467

Work Details (6)

Name Type Status Qty Amount Date
WL-03007669 Labor Open 4 $0.00 Nov 14, 1:12 PM
WL-03007670 Parts Open 1 $0.00 Nov 14, 1:12 PM
WL-03007671 Parts Open 1 $0.00 Nov 14, 1:12 PM
WL-03007672 Parts Open 1 $0.00 Nov 14, 1:12 PM
WL-03007673 Parts Open 1 $0.00 Nov 14, 1:12 PM
WL-03011128 Labor Open 2 $960.00 Nov 18, 12:22 PM

Details