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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01312888 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Quest Diagnostics Incorporated — 4770 Regent Blvd, Irving TX, 75063

Nov 4, 2025 → Jan 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (9 biz days early)
Active: 48 biz days
🕐 Clock stopped: Tech Off Site (Jan 16, 2026)
▶ Clock Running
Status: Created
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Nov 4 → Nov 12, 2025
5 business days (counted)
Running total: 5 of ? biz days used
42d
▶ Clock Running
Status: Scheduled
Nov 12 → Jan 15, 2026
42 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 15 → Jan 16, 2026
1 business day (counted)
Running total: 48 of ? biz days used
Created: Nov 4, 2025 Tech Off Site: Jan 16, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 4 → Nov 4 Created ▶ Running 0 0
Nov 4 → Nov 4 Ready for Scheduling ▶ Running 0 0
Nov 4 → Nov 12 Assigned ▶ Running 5 5
Nov 12 → Jan 15 Scheduled ▶ Running 42 47
Jan 15 → Jan 16 Tech On Site ▶ Running 1 48
Dispatch 0.0d
Coordinators 49.0d
Field Work 2.3d
Billing 7.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
49.0 days
Over SLA
Field Work
2.3 days
Over SLA
Billing
7.2 days
Over SLA
Created: Nov 4, 2025 Due: Jan 31, 2026 Completed: Jan 16, 2026 (15 days early)
📅
49.0 days Total Age
⏱️
43.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
53.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540694
6008087677
Closed
28R SYS-GM-5977T Contract ends 07/31/2026 repair included PM G4514A CN16140033 7693A Tray, 150 Vial G7077B US1642M020 5977B Inert Plus MSD Turbo EI Mainframe G4513A CN16330186 7693A Autoinjector G3442B CN16393079 Agilent 7890B GC for MS with SSL inlet
Priority
High
Origin
Web
Reason
New Case
Contact
Jesika Patel
Owner
Leona Coonrod
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01312888 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Nov 4, 2025 • Closed: Jan 16, 2026
Completed with significant delays
Invoiced • 120 days old
🚨
Primary Delay 43.0 days stuck in "Scheduled"
⏱️
Total Delay 53.7 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
6.0d / 0.5d SLA
Scheduled
43.0d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
0.3d / 2.0d SLA
Closed
0.9d / 1.0d SLA
Ready to Bill
7.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/15 System is GCMS #10/ Google was used to calculate zon3. 1st cal of Today. Maria



Please assign to Maria Davis ARP to site is 65 miles. Zone 2

🔧 Work Performed
01/15/2026 GCMS #10 PM was completed per Agilent. MS was tuned and vented. Ion source was cleaned, rough pump oil, GC parts and gas filter were replaced. System was pump down and stabilize for some time. After Tune and Tune evaluation passed.
⚠️ Problem Description
28R SYS-GM-5977T Contract ends 07/31/2026 repair included PM G4514A CN16140033 7693A Tray, 150 Vial G7077B US1642M020 5977B Inert Plus MSD Turbo EI Mainframe G4513A CN16330186 7693A Autoinjector G3442B CN16393079 Agilent 7890B GC for MS with SSL inlet
📄 Description
Agilent 7890B GC for MS with SSL inlet
📞 Call Description
JAN 2025 GC PM

Timeline

📞
▶
4 Case Linked Nov 4, 9:00 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01312888
Type: Preventive Maintenance
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
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Nov 12, 8:04 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-01-16T16:00:00.000+0000
🚨 30.0 business days
📅
Dispatch Scheduled by Maria Davis Dec 28, 8:53 AM
Scheduled For: 2026-01-26T16:00:00.000+0000
🚨 13.0 business days
🔧
Status: Tech On Site by Maria Davis Jan 15, 10:51 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 64d 2h
⏱️
7x Labor Added Jan 15, 2:49 PM
Type: Labor, Travel, Parts
Status: Open
Qty: 2.5, 65, 1
🔩
Parts Added Jan 15, 3:23 PM
Type: Parts
Status: Open
Qty: 1
🚗
Status: Tech Off Site by Maria Davis Jan 16, 7:53 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 21h 1m
⏱️
3x Labor Added Jan 16, 8:04 AM
Type: Labor, Travel
Status: Open
Qty: 5, 3, 66
✔️
Status: Completed by Maria Davis Jan 16, 9:53 AM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 2h 0m
📄
Status: Ready to Bill by Hannah Shaw Jan 16, 5:21 PM
From: Closed
To: Ready to Bill
Duration in Previous: 7h 26m
⚠️ 7.8 business days
📨
▶
3 Status: Invoice Pending Jan 28, 1:41 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-252436
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 43.0 business days (threshold: 2.0 business days)
Exceeded by 41.0 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 7.2 business days (threshold: 1.0 business days)
Exceeded by 6.2 business days

🔗 Related Artifacts

📞
Case 00540694
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Jan 26, 11:00 AM
Created
Nov 4, 9:01 AM
Invoice #
SM-252436

Work Details (11)

Name Type Status Qty Amount Date
WL-03066551 Labor Open 2.5 $0.00 Jan 15, 2:49 PM
WL-03066552 Travel Open 65 $359.00 Jan 15, 2:49 PM
WL-03066553 Parts Open 1 $0.00 Jan 15, 2:49 PM
WL-03066554 Parts Open 1 $0.00 Jan 15, 2:49 PM
WL-03066555 Parts Open 1 $0.00 Jan 15, 2:49 PM
WL-03066556 Parts Open 1 $0.00 Jan 15, 2:49 PM
WL-03066557 Parts Open 1 $0.00 Jan 15, 2:49 PM
WL-03066613 Parts Open 1 $0.00 Jan 15, 3:23 PM
WL-03067567 Labor Open 5 $570.00 Jan 16, 8:04 AM
WL-03067568 Labor Open 3 $0.00 Jan 16, 8:04 AM
WL-03067569 Travel Open 66 $0.00 Jan 16, 8:04 AM

Details