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WO-01312206 ↗ ServiceMax

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

📍 Burkert USA Corp — 11425 Mount Holly Hntrsvlle Rd, HUNTERSVILLE NC, 28078-7763

Oct 30, 2025 → Nov 5, 2025

✅ Completed
PSM
SLA Clock
Last business day of October 2025 · Target: Oct 31, 2025
✗ SLA Missed (1 biz days late)
Active: 3 biz days
Paused: 2 biz days
🕐 Clock stopped: Completed (Nov 6, 2025)
▶ Clock Running
Status: Created
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸2d
⏸ Clock Paused
Status: Awaiting Parts
Oct 30 → Nov 3, 2025
2 business days (not counted)
1d
▶ Clock Running
Status: Ready for Scheduling
Nov 3 → Nov 4, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 1 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 5 → Nov 6, 2025
1 business day (counted)
Running total: 3 of ? biz days used
Created: Oct 30, 2025 Completed: Nov 6, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 30 → Oct 30 Created ▶ Running 0 0
Oct 30 → Nov 3 Awaiting Parts ⏸ Paused 2 —
Nov 3 → Nov 4 Ready for Scheduling ▶ Running 1 1
Nov 4 → Nov 4 Assigned ▶ Running 0 1
Nov 4 → Nov 5 Scheduled ▶ Running 1 2
Nov 5 → Nov 6 Tech On Site ▶ Running 1 3
Dispatch 0.0d
Material Management 2.3d
Coordinators 3.3d
Field Work 1.0d
Billing 1.0d
✗ SLA Missed
Dispatch
0.0 days
Material Management
2.3 days
Coordinators
3.3 days
Over SLA
Field Work
1.0 days
Over SLA
Billing
1.0 days
Created: Oct 30, 2025 Due: Nov 10, 2025 Completed: Nov 6, 2025 (4 days early)
📅
4.7 days Total Age
⏱️
2.3d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
1.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539739
6008183153
Closed
Approval Note 10/30/2025 14:12:02 PIERCEB Brian Mess Approves ____________________ Parts Prediction 10/30/2025 14:12:02 WF-BATCH Agent: PIERCEB Timestamp: 2025-10-30 13:06:51 670029096 VSFLDHIS ____________________ Note 10/30/2025 14:06:59 WF-BATCH Agent: PIERCEB Timestamp: 2025-10-30 13:06:51 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Mike Wyant; mike.wyant@agilent.com; Mobile: 919-753-8802. Unit had a PM completed in July (6007835754) and now the Filaments are defective and need to be replaced.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Graham Willis
Owner
Leona Coonrod
Created
Oct 30, 2025
Work Orders from this Case (1)
WO-01312206 (current) Invoiced
Repair/PM • Rozier Cole
Created: Oct 30, 2025 • Closed: Nov 5, 2025
Completed with minor delays
Invoiced • 125 days old
🚨
Primary Delay 2.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 1.3 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
2.3d / 3.0d SLA
Ready for Scheduling
1.3d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/4 MOwens Called and spoke to Graham and scheduled the visit for 11/5 from 10am-5pm.

11/3/25 lcoonrod email sent to confirm delivery

way bill 394828553633 Delivered Monday, 11/3/25 at 8:45 AM Signed for by: M.Roberts

way bill 394834604508 Delivered Friday, 10/31/25 at 9:56 AM Signed for by: F.Reddrick



10/30/25 lcoonrod Parts have not shipped yet.

🔧 Work Performed
verified system issue - swapped filaments - calibrated - leak down tested - verified with cx
🔍 Technician Findings
found unit needing repair - filament no emission 1 & 2
⚠️ Problem Description
Approval Note 10/30/2025 14:12:02 PIERCEB Brian Mess Approves ____________________ Parts Prediction 10/30/2025 14:12:02 WF-BATCH Agent: PIERCEB Timestamp: 2025-10-30 13:06:51 670029096 VSFLDHIS ____________________ Note 10/30/2025 14:06:59 WF-BATCH Agent: PIERCEB Timestamp: 2025-10-30 13:06:51 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Mike Wyant; mike.wyant@agilent.com; Mobile: 919-753-8802. Unit had a PM completed in July (6007835754) and now the Filaments are defective and need to be replaced.
📄 Description
VS PD03 Portable Leak Detector
📞 Call Description
VPD Field Repair Trade

Timeline

📞
Case Linked Oct 30, 2:16 PM
Case Number: 00539739
Subject: 6008183153
Status: Closed
📋
▶
2 Work Order Created Oct 30, 5:24 PM
Work Order Created → Status: Awaiting Parts
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⏳ 2.8 business days
📅
Status: Ready for Scheduling by Leona Coonrod Nov 3, 4:53 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 4d 0h
👷
▶
2 Technician Assigned Nov 4, 9:07 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 14m
🗓️
▶
2 Status: Scheduled Nov 4, 9:26 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-11-05T15:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Rozier Cole Nov 5, 1:42 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 4h
⏱️
▶
2 4x Labor Added Nov 5, 9:41 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Rozier Cole
From: Tech On Site
To: Completed
Duration in Previous: 8h 1m
🏁
Status: Closed by Rozier Cole Nov 5, 9:56 PM
From: Completed
To: Closed
Duration in Previous: 12m
⏳ 2.3 business days
🔩
2x Parts Added Nov 9, 10:54 AM
Type: Parts
Status: Open
Qty: 1
📄
Status: Ready to Bill by MICHAEL MCNAMARA Nov 9, 11:11 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 13h
⏳ 1.0 business days
📨
▶
2 Status: Invoice Pending Nov 11, 2:30 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created Nov 12, 12:07 PM
Invoice Number: SM-246226

Bottlenecks

Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.0 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00539739
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Repair/PM
Branch
ERLA - PROD
Technician
Rozier Cole
Scheduled
Nov 5, 10:00 AM
Created
Oct 30, 5:24 PM
Invoice #
SM-246226

Work Details (6)

Name Type Status Qty Amount Date
WL-02997938 Labor Open 2 $0.00 Nov 5, 9:41 PM
WL-02997939 Labor Open 4 $541.00 Nov 5, 9:41 PM
WL-02997940 Labor Open 2.5 $0.00 Nov 5, 9:41 PM
WL-02997941 Travel Open 93 $300.00 Nov 5, 9:41 PM
WL-03001406 Parts Open 1 $0.00 Nov 9, 10:54 AM
WL-03001407 Parts Open 1 $0.00 Nov 9, 10:54 AM

Details