Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01312192 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Part Order • PC

📍 State of Oklahoma Office of the Chief Medical Examiner — 921 NE 23rd St, Oklahoma City OK, 73105

Oct 30, 2025 → Nov 12, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 3, 2025
✗ SLA Missed (6 biz days late)
Active: 8 biz days
🕐 Clock stopped: Completed (Nov 12, 2025)
▶ Clock Running
Status: Created
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Assigned
Oct 30 → Nov 2, 2025
1 business day (counted)
Running total: 1 of ? biz days used
7d
▶ Clock Running
Status: Reschedule
Nov 2 → Nov 12, 2025
7 business days (counted)
Running total: 8 of ? biz days used
Created: Oct 30, 2025 Completed: Nov 12, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Oct 30 → Oct 30 Created ▶ Running 0 0
Oct 30 → Oct 30 Ready for Scheduling ▶ Running 0 0
Oct 30 → Nov 2 Assigned ▶ Running 1 1
Nov 2 → Nov 12 Reschedule ▶ Running 7 8
Dispatch 0.0d
Coordinators 8.5d
Billing 3.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
8.5 days
Over SLA
Billing
3.2 days
Over SLA
Created: Oct 30, 2025 Due: Nov 3, 2025 Completed: Nov 12, 2025 (8 days late)
📅
8.5 days Total Age
⏱️
7.0d in Reschedule Longest Stage
🔄
6 transitions Status Changes
⚠️
8.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539777
6008182916
Closed
28R SYS-GM-5977T Repair Cross Threaded
Priority
High
Origin
Web
Reason
New Case
Contact
Lauren Kerian
Owner
Leona Coonrod
Created
Oct 30, 2025
Work Orders from this Case (1)
WO-01312192 (current) Invoiced
Part Order • Maria Davis
Created: Oct 30, 2025 • Closed: Nov 12, 2025
Completed with minor delays
Invoiced • 125 days old
🚨
Primary Delay 7.0 days stuck in "Reschedule"
⏱️
Total Delay 8.2 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
1.5d / 0.5d SLA
Reschedule
7.0d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
3.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10/31 This is parts on.ly. NO labor, travel, zone or mileage. LSCA and David are always copy in the emails sent to Agilent.




Please assign to Maria Davis ARP to site is 220 miles. Zone 5

🔧 Work Performed
11/07/2025 FSG group responded, parts were ordered. 10/31/2025 Looking for part in different site and contacting GCMS FSG group
🔍 Technician Findings
11/07/2025 FSG group responded, parts were ordered. 10/31/2025 Looking for part in different site and contacting GCMS FSG group
⚠️ Problem Description
28R SYS-GM-5977T Repair Cross Threaded
📄 Description
Agilent - 8890 GC System Custom
📞 Call Description
NOV 2025 GC PARTS ORDER

Timeline

📞
▶
4 Case Linked Oct 30, 4:03 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01312192
Type: Part Order
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: Maria Davis
⏳ 2.0 business days
🔄
Status: Reschedule by Maria Davis Nov 2, 10:58 AM
From: Assigned
To: Reschedule
Duration in Previous: 2d 19h
⚠️ 7.0 business days
🔩
▶
2 Parts Added Nov 12, 7:55 AM
Parts Added → Status: Completed
✔️
Status: Completed by Maria Davis
From: Reschedule, Completed
To: Completed, Closed
Duration in Previous: 9d 21h, 0m
📄
Status: Ready to Bill by Hannah Shaw Nov 12, 5:38 PM
From: Closed
To: Ready to Bill
Duration in Previous: 9h 38m
⏳ 3.8 business days
📨
▶
2 Status: Invoice Pending Nov 17, 12:09 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Nov 18, 7:07 PM
Invoice Number: SM-246763

Bottlenecks

Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 7.9 business hours
Reschedule
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Ready to Bill
Duration: 3.2 business days (threshold: 1.0 business days)
Exceeded by 2.2 business days

🔗 Related Artifacts

📞
Case 00539777
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Part Order
Branch
N/A
Technician
Maria Davis
Scheduled
N/A
Created
Oct 30, 4:03 PM
Invoice #
SM-246763

Work Details (1)

Name Type Status Qty Amount Date
WL-03004206 Parts Open 2 $0.00 Nov 12, 7:55 AM

Details