Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (44 biz days late)
Active: 48 biz days
🕐 Clock stopped: Completed (Jan 9, 2026)
▶ Clock Running
Status: Created
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
42d
▶ Clock Running
Status: Assigned
Oct 28 → Dec 31, 2025
42 business days (counted)
Running total: 42 of ? biz days used
6d
▶ Clock Running
Status: Tech On Site
Dec 31 → Jan 9, 2026
6 business days (counted)
Running total: 48 of ? biz days used
Created: Oct 28, 2025Completed: Jan 9, 2026
Show SLA Clock Detail (3 periods)
Period
Status
Clock
Biz Days
Running Total
Oct 28 → Oct 28
Created
▶ Running
0
0
Oct 28 → Dec 31
Assigned
▶ Running
42
42
Dec 31 → Jan 9
Tech On Site
▶ Running
6
48
Dispatch0.0d
Coordinators43.0d
Field Work7.0d
Billing6.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
43.0 days
Over SLA
Field Work
7.0 days
Over SLA
Billing
6.3 days
Over SLA
Created: Oct 28, 2025
Due: Nov 28, 2025
Completed: Jan 9, 2026 (41 days late)
📅
49.0 daysTotal Age
⏱️
43.0d in AssignedLongest Stage
🔄
8 transitionsStatus Changes
⚠️
50.4d overTotal Delay
📦
0 orders, 0 quotesParts & Quotes
📝
4 linesWork Details
🏠
2 visitsOn-Site Trips
📋
CoordinatorScheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1Dec 31, 2025
Visit 2Jan 5, 2026
AI Analysis
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Completed with significant delays
Invoiced • 127 days old
🚨
Primary Delay43.0 days stuck in "Assigned"
⏱️
Total Delay50.4 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
43.0d / 0.5d SLA
Tech On Site
7.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.4d / 1.0d SLA
Billing Review
1.4d / 2.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
2.9d / 2.0d SLA
💬 Activities, Notes & Communications
🔧Work Performed
1/5/2026 perform bench Repair: Evaluated, unit passed calibration, but unstable. 3th set
cleaned inside spec-tube, ion chamber, ion support pole, replace new filament, metal gasket, retorque spec-tube header. Started up unit. Perform fine test procedure, record parameter. unit leak check ok MDL/Helium Stability N/A shut off, pack it up, ship unit back to customer.
12/23/2025 Cleaned inside Spec-tube, replaced new filament, 1st set
12/31/2025 Removed spec-tube, cleaned, replaced stack and filaments. Restarted 2nd
🔍Technician Findings
Bad Filament.
⚠️Problem Description
Note
27.10.2025 15:39:40 COUROBIN
According to the notes placed the call into the correct queue (98004262)
____________________
Approval Note
27.10.2025 14:48:42 PIERCEB
Brian Mess Approval
____________________
Note
27.10.2025 14:37:37 WF-BATCH
Agent: PIERCEB Timestamp: 2025-10-27 13:37:28
Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004262.
Salesperson - Jim Primm; james.primm@agilent.com; Mobile: 516-375-4864.
This unit has been back multiple times. SO# 6007914123 & 6007800197. Customer complains that with unit capped off, leak rate starts at E-11 and quickly drifts up to E-9. It appears to be steady at that leak rate. Customer's testing process is parts being tested are attached to LD and small amount of He is sprayed around part and leaks are looked for. They have another unit that is operating normally and is able to hold the E-11 leak rate. Please test this unit for several days verify that instrument's leak rate can hold steady at the E-11 range.
📄Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞Call Description
VPD Bench Repair Warranty
Jan 9, 2026 4:04pm
@MICHAEL MCNAMARA @Kim Pearson tech entered PM as Labor line item, I changed it to Repair as the Order Type showing Repair. Please see if I did it correctly. Thank you
Timeline
📋
▶
3
Work Order Created Oct 28, 11:46 AM
Work Order Created → Technician Assigned → Status: Assigned
👷
Technician Assigned by Kim Pearson
Technician:a0hF0000002XLPBIA4, Minh Huynh
👷
Status: Assigned by Kim Pearson
From:Entered
To:Assigned
Duration in Previous:0m
🚨43.0 business days
🔧
▶
2
Status: Tech On Site Dec 31, 11:15 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type:Labor, Parts
Status:Open
Qty:2, 1
⚠️7.0 business days
🔩
Parts Added Jan 9, 12:07 PM
Type:Parts
Status:Open
Qty:2
⏱️
▶
2
Labor Added Jan 9, 12:27 PM
Labor Added → Status: Completed
✔️
Status: Completed by Minh Huynh
From:Tech On Site
To:Completed
Duration in Previous:9d 1h
🏁
Status: Closed by Minh HuynhJan 9, 12:32 PM
From:Completed
To:Closed
Duration in Previous:4m
💵
Status: Billing Review by Hannah ShawJan 9, 4:02 PM
From:Closed
To:Billing Review
Duration in Previous:3h 29m
⏳1.7 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARAJan 12, 5:54 AM
From:Billing Review
To:Ready to Bill
Duration in Previous:2d 13h
⏳2.0 business days
📨
Status: Invoice Pending by Hannah ShawJan 13, 11:52 AM
From:Ready to Bill
To:Invoice Pending
Duration in Previous:1d 5h
⏳3.0 business days
🧾
▶
2
Invoice Created Jan 15, 12:44 PM
Invoice Created → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From:Invoice Pending
To:Invoiced
Duration in Previous:2d 0h
Bottlenecks
Assigned
Duration: 43.0 business days (threshold: 4.0 business hours)
Exceeded by 42.5 business days
Tech On Site
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Invoice Pending
Duration: 2.9 business days (threshold: 2.0 business days)