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← WO Overview

WO-01312948 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Nov 4, 2025 → Nov 21, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (12 biz days early)
Active: 3 biz days
🕐 Clock stopped: Tech Off Site (Nov 7, 2025)
▶ 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
1d
▶ Clock Running
Status: Assigned
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 1 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Nov 5 → Nov 6, 2025
1 business day (counted)
Running total: 2 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Nov 6 → Nov 7, 2025
1 business day (counted)
Running total: 3 of ? biz days used
Created: Nov 4, 2025 Tech Off Site: Nov 7, 2025
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 5 Assigned ▶ Running 1 1
Nov 5 → Nov 6 Scheduled ▶ Running 1 2
Nov 6 → Nov 7 Tech On Site ▶ Running 1 3
Dispatch 0.0d
Coordinators 3.5d
Field Work 12.0d
Billing 1.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
3.5 days
Over SLA
Field Work
12.0 days
Over SLA
Billing
1.9 days
Over SLA
Created: Nov 4, 2025 Due: Nov 30, 2025 Completed: Nov 21, 2025 (9 days early)
📅
12.9 days Total Age
⏱️
9.9d in Tech Off Site Longest Stage
🔄
9 transitions Status Changes
⚠️
11.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00540797
6008007252
Closed
28R SYS-GM-5977T Contract ends 07/31/2026 repair included PM 3540A US2107A005 Agilent 8890 GC System Custom G7077-80057 MY2104S014 New-24V IDP3 scroll pump with valve G7077B US2109M040 5977B Inert Plus MSD Turbo EI Mainframe G4514A RO21037050 7693A Tray, 150 Vial G4513A RO21045060 7693A Autoinjector G3397B JBDR Ion Gauge Controller kit for 5977
Priority
High
Origin
Web
Reason
New Case
Contact
Jesika Patel
Owner
Leona Coonrod
Created
Nov 4, 2025
Work Orders from this Case (1)
WO-01312948 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Nov 4, 2025 • Closed: Nov 21, 2025
Completed with significant delays
Invoiced • 120 days old
🚨
Primary Delay 9.9 days stuck in "Tech Off Site"
⏱️
Total Delay 11.2 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
1.9d / 0.5d SLA
Scheduled
1.6d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
9.9d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
0.2d / 1.0d SLA
Ready to Bill
1.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/21 Up to today SO can't be added in SM. WO will be closed without part



<D

11/08 An email was sent to add parts in SM. MD



11/06 Google map was used to calculate zone 2. MD


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

🔧 Work Performed
11/10/2025 After following up customer stated "Yes, just did it this morning and it looks great. All good". 11/07/2025 After following up customer stated "QC doesn't look good, there is no drug towards the end" Working on the phone with Jesika, to check the column in the MSD side and that likely the length of the column with extraction source and white tip is know for this behavior in toxicologic labs. Explained here step by step how to re-do it. She will try on 11/10 11/06/2025 GCMS was tuned and vented. Ion source and dry pump were cleaned. GC parts were replaced. Per costumer request Column was replaced, system was pumped down and stabilized for sometime until H2O and N2 were below the limit. Customer's method was loaded and stabilized and customer ran a negative sample and looked OK, still customer will run a sequence to test QC samples.
🔍 Technician Findings
11/21 Up to today SO can't be added in SM. WO will be closed without part
⚠️ Problem Description
28R SYS-GM-5977T Contract ends 07/31/2026 repair included PM 3540A US2107A005 Agilent 8890 GC System Custom G7077-80057 MY2104S014 New-24V IDP3 scroll pump with valve G7077B US2109M040 5977B Inert Plus MSD Turbo EI Mainframe G4514A RO21037050 7693A Tray, 150 Vial G4513A RO21045060 7693A Autoinjector G3397B JBDR Ion Gauge Controller kit for 5977
📄 Description
Agilent - 8890 GC System Custom

Timeline

📞
▶
4 Case Linked Nov 4, 11:49 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01312948
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
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 5, 1:58 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-11-06T16:00:00.000+0000
🔧
Status: Tech On Site by Maria Davis Nov 6, 9:33 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19h 35m
⏳ 2.0 business days
🚗
Status: Tech Off Site by Maria Davis Nov 7, 11:41 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1d 2h
⏱️
9x Labor Added Nov 7, 9:00 PM
Type: Labor, Travel, Parts
Status: Open
Qty: 3, 6, 63, 62, 1
⏳ 1.4 business days
🔩
2x Parts Added Nov 11, 12:05 AM
Type: Parts
Status: Open
Qty: 1
⚠️ 8.0 business days
✔️
Status: Completed by Maria Davis Nov 21, 9:28 AM
From: Tech Off Site
To: Completed
Duration in Previous: 13d 21h
🏁
Status: Closed by Maria Davis Nov 21, 10:08 AM
From: Completed
To: Closed
Duration in Previous: 39m
🔩
▶
2 Parts Added Nov 21, 11:24 AM
Parts Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 1h 20m
⏳ 2.0 business days
📨
▶
2 Status: Invoice Pending Nov 24, 6:01 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 8.7 business days
🧾
Invoice Created Dec 8, 5:14 PM
Invoice Number: 247473

Bottlenecks

Assigned
Duration: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Tech Off Site
Duration: 9.9 business days (threshold: 2.0 business days)
Exceeded by 7.9 business days
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.5 business hours

🔗 Related Artifacts

📞
Case 00540797
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Nov 6, 11:00 AM
Created
Nov 4, 11:52 AM
Invoice #
247473

Work Details (12)

Name Type Status Qty Amount Date
WL-03000802 Labor Open 3 $0.00 Nov 7, 9:00 PM
WL-03000803 Labor Open 6 $570.00 Nov 7, 9:00 PM
WL-03000804 Labor Open 3 $0.00 Nov 7, 9:00 PM
WL-03000805 Travel Open 63 $359.00 Nov 7, 9:00 PM
WL-03000806 Travel Open 62 $0.00 Nov 7, 9:00 PM
WL-03000807 Parts Open 1 $0.00 Nov 7, 9:00 PM
WL-03000808 Parts Open 1 $0.00 Nov 7, 9:00 PM
WL-03000809 Parts Open 1 $0.00 Nov 7, 9:00 PM
WL-03000810 Parts Open 1 $0.00 Nov 7, 9:00 PM
WL-03002892 Parts Open 1 $0.00 Nov 11, 12:05 AM
WL-03002893 Parts Open 1 $0.00 Nov 11, 12:05 AM
WL-03016247 Parts Open 1 $0.00 Nov 21, 11:24 AM

Details