Work Order 360 View

Detailed work order timeline, KPIs, and analysis

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WO-01311691 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Repair/PM • PSM

📍 FEI Co — 5350 NE Dawson Creek Dr, Hillsboro OR, 97124

Oct 28, 2025 → Nov 9, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed
Active: 2 biz days
Paused: 5 biz days
🕐 Clock stopped: Tech Off Site (Nov 6, 2025)
▶ Clock Running
Status: Created
Oct 28 → Oct 28, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸5d
⏸ Clock Paused
Status: Awaiting Parts
Oct 28 → Nov 4, 2025
5 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Nov 4 → Nov 6, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 2 of ? biz days used
Created: Oct 28, 2025 Tech Off Site: Nov 6, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 28 → Oct 28 Created ▶ Running 0 0
Oct 28 → Nov 4 Awaiting Parts ⏸ Paused 5 —
Nov 4 → Nov 4 Ready for Scheduling ▶ Running 0 0
Nov 4 → Nov 4 Assigned ▶ Running 0 0
Nov 4 → Nov 6 Scheduled ▶ Running 2 2
Nov 6 → Nov 6 Tech On Site ▶ Running 0 2
Dispatch 0.0d
Material Management 5.9d
Coordinators 2.9d
Field Work 2.9d
Billing 2.8d
✗ SLA Missed
Dispatch
0.0 days
Material Management
5.9 days
Over SLA
Coordinators
2.9 days
Over SLA
Field Work
2.9 days
Over SLA
Billing
2.8 days
Over SLA
Created: Oct 28, 2025 Due: Nov 11, 2025 Completed: Nov 10, 2025 (1 days early)
📅
9.2 days Total Age
⏱️
5.9d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
7.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
23 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 5, 2025
Visit 2 Nov 6, 2025
Visit 3 Nov 8, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00538713
Service Order: 6008173623, field repair
Closed
Note 10/27/2025 15:51:41 WF-BATCH Agent: WIGEORGE Timestamp: 2025-10-27 15:51:34 slaes Ron Neikirk ron.neikirk@agilent.com mobile: 360-281-3249 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 warranty repair; rep leak, and customer says diaphragm pump is noisy
Priority
Standard
Origin
Web
Reason
New Case
Contact
Ian MacLeod
Owner
Leona Coonrod
Created
Oct 27, 2025
Work Orders from this Case (1)
WO-01311691 (current) Invoiced
Repair/PM • Kwame Cobb
Created: Oct 28, 2025 • Closed: Nov 9, 2025
Completed with minor delays
Invoiced • 127 days old
🚨
Primary Delay 5.9 days stuck in "Awaiting Parts"
⏱️
Total Delay 7.9 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
Awaiting Parts
5.9d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Scheduled
2.8d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Tech Off Site
0.7d / 2.0d SLA
Closed
4.0d / 1.0d SLA
Completed
1.3d / 1.0d SLA
Ready to Bill
2.8d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11-4 Mburris called site spoke with POC Ian and set appt 

11/4/25 lcoonrod

Ian advised that he does have the parts. Wants to know how soon a tech can be there.


11/3/25 lcoonrod email sent to confirm delivery

394712030832 SCHEDULED DELIVERY DATE Today By end of day

 




10/29/25 lcoonrod delivery ETA 11/3/25\Parts shipped on way bill 394712030832. SCHEDULED DELIVERY DATE Monday 11/3/25 by end of day Estimated between 10:30 AM - 2:30 PM


10/28/25 lcoonrod parts shipped on way bill 394712030832 Delivery details: We'll add a delivery date as soon as we get your package.

🔧 Work Performed
The following items were completed. # Complete inspection and cleaning of spectrometer, valve block and manifold # Installed diaphram pump maintenance kit # Verification of vacuum system integrity, helium sensitivity and system calibration # Replacement of calibrated leak # Provide ISO traceable certificate for calibrated leak.
🔍 Technician Findings
As found: Unit in work shop.
⚠️ Problem Description
Note 10/27/2025 15:51:41 WF-BATCH Agent: WIGEORGE Timestamp: 2025-10-27 15:51:34 slaes Ron Neikirk ron.neikirk@agilent.com mobile: 360-281-3249 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 warranty repair; rep leak, and customer says diaphragm pump is noisy
📄 Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞 Call Description
VPD Field Repair Trade

Timeline

📞
Case Linked Oct 27, 4:03 PM
Case Number: 00538713
Subject: Service Order: 6008173623, field repair
Status: Closed
📋
▶
3 Work Order Created Oct 28, 1:01 PM
Work Order Created → 4x Parts Added → Status: Awaiting Parts
🔩
4x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
⚠️ 6.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Nov 4, 12:01 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 6d 23h
👷
▶
3 Technician Assigned Nov 4, 12:13 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 12m, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-11-06T15:00:00.000+0000
💵
3x Expenses Added Nov 4, 1:12 PM
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Nov 5, 8:09 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Kwame Cobb Nov 6, 10:17 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 22h
🚗
▶
2 Status: Tech Off Site Nov 6, 4:50 PM
Status: Tech Off Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1, 6
🚗
2x Travel Added Nov 6, 4:56 PM
Type: Travel
Status: Open
Qty: 1000
✔️
Status: Completed by Kwame Cobb Nov 6, 10:42 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 5h 51m, 0m
✔️
Status: Completed by David Carvalho Nov 7, 9:46 AM
From: Closed
To: Completed
Duration in Previous: 11h 3m
⏱️
2x Labor Added Nov 7, 9:28 PM
Type: Labor, Expenses
Status: Open
Qty: 8, 1
⏳ 0.3 business days
⏱️
▶
3 Labor Added Nov 9, 8:36 PM
Labor Added → 3x Expenses Added → 3x Expenses Added
💵
3x Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
3x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Kwame Cobb Nov 9, 9:34 PM
From: Completed
To: Closed
Duration in Previous: 2d 11h
⏳ 3.0 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 13, 12:14 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 14h
⏳ 3.0 business days
📨
Status: Invoice Pending by Hannah Shaw Nov 17, 1:13 PM
From: Ready to Bill, Invoice Pending
To: Invoice Pending, Invoiced
Duration in Previous: 4d 0h, 0m
⚠️ 6.0 business days
🧾
Invoice Created Nov 24, 2:27 PM
Invoice Number: SM-246784

Bottlenecks

Awaiting Parts
Duration: 5.9 business days (threshold: 3.0 business days)
Exceeded by 2.9 business days
Scheduled
Duration: 2.8 business days (threshold: 2.0 business days)
Exceeded by 6.8 business hours
Completed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

📞
Case 00538713
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Repair/PM
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Nov 6, 10:00 AM
Created
Oct 28, 1:01 PM
Invoice #
SM-246784

Work Details (23)

Name Type Status Qty Amount Date
WL-02986507 Parts Open 1 $0.00 Oct 28, 1:03 PM
WL-02986508 Parts Open 1 $0.00 Oct 28, 1:03 PM
WL-02986506 Parts Open 1 $0.00 Oct 28, 1:03 PM
WL-02986509 Parts Open 1 $0.00 Oct 28, 1:03 PM
WL-02995642 Expenses Open 1 $342.55 Nov 4, 1:12 PM
WL-02995643 Expenses Open 1 $198.76 Nov 4, 1:12 PM
WL-02995644 Expenses Open 1 $352.47 Nov 4, 1:12 PM
WL-02996694 Expenses Open 1 $103.99 Nov 5, 8:09 AM
WL-02996695 Expenses Open 1 $102.13 Nov 5, 8:09 AM
WL-02998869 Labor Open 1 $0.00 Nov 6, 4:52 PM
WL-02998867 Labor Open 1 $0.00 Nov 6, 4:52 PM
WL-02998868 Labor Open 6 $541.50 Nov 6, 4:52 PM
WL-02998873 Travel Open 1000 $800.00 Nov 6, 4:56 PM
WL-02998874 Travel Open 10 $150.00 Nov 6, 4:56 PM
WL-03000855 Labor Open 8 $0.00 Nov 7, 9:28 PM
WL-03000856 Expenses Open 1 $50.00 Nov 7, 9:28 PM
WL-03001586 Labor Open 8 $0.00 Nov 9, 8:36 PM
WL-03001588 Expenses Open 1 $50.00 Nov 9, 8:37 PM
WL-03001589 Expenses Open 1 $25.00 Nov 9, 8:37 PM
WL-03001587 Expenses Open 1 $50.00 Nov 9, 8:37 PM
WL-03001591 Expenses Open 1 $58.43 Nov 9, 8:40 PM
WL-03001592 Expenses Open 1 $36.80 Nov 9, 8:40 PM
WL-03001593 Expenses Open 1 $45.00 Nov 9, 8:40 PM

Details