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WO-01313605 ↗ ServiceMax

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

📍 Chroma Ate Inc — 20071 Soulsbyville Rd, SOULSBYVILLE CA, 95372

Nov 7, 2025 → Nov 21, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✓ SLA Met (5 biz days early)
Active: 6 biz days
Paused: 1 biz days
🕐 Clock stopped: Tech Off Site (Nov 19, 2025)
▶ Clock Running
Status: Created
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸1d
⏸ Clock Paused
Status: Awaiting Parts
Nov 7 → Nov 11, 2025
1 business day (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Nov 11 → Nov 18, 2025
5 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 18 → Nov 19, 2025
1 business day (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 6 of ? biz days used
Created: Nov 7, 2025 Tech Off Site: Nov 19, 2025
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 7 → Nov 7 Created ▶ Running 0 0
Nov 7 → Nov 11 Awaiting Parts ⏸ Paused 1 —
Nov 11 → Nov 11 Ready for Scheduling ▶ Running 0 0
Nov 11 → Nov 11 Assigned ▶ Running 0 0
Nov 11 → Nov 18 Scheduled ▶ Running 5 5
Nov 18 → Nov 19 Tech On Site ▶ Running 1 6
Nov 19 → Nov 19 Tech Off Site ▶ Running 0 6
Nov 19 → Nov 19 Scheduled ▶ Running 0 6
Dispatch 0.0d
Material Management 2.0d
Coordinators 5.0d
Field Work 5.1d
Billing 0.9d
✓ SLA Met
Dispatch
0.0 days
Material Management
2.0 days
Coordinators
5.0 days
Over SLA
Field Work
5.1 days
Over SLA
Billing
0.9 days
Created: Nov 7, 2025 Due: Dec 12, 2025 Completed: Nov 21, 2025 (21 days early)
📅
9.8 days Total Age
⏱️
5.0d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
4.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
28 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 17, 2025
Visit 2 Nov 18, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00541873
6008200640 FW: Agilent Service Order Confirmation - Chroma Ate Inc 8106498413
Closed
20071 Soulsbyville Rd / SOULSBYVILLE CA 95372
Priority
Standard
Origin
Email
Reason
New Case
Contact
Chad Caspary
Owner
Leona Coonrod
Created
Nov 6, 2025
Work Orders from this Case (1)
WO-01313605 (current) Invoiced
Repair/PM • Kwame Cobb
Created: Nov 7, 2025 • Closed: Nov 21, 2025
Completed with minor delays
Invoiced • 117 days old
🚨
Primary Delay 5.0 days stuck in "Scheduled"
⏱️
Total Delay 4.4 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
2.0d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Tech Off Site
2.7d / 2.0d SLA
Completed
1.1d / 1.0d SLA
Closed
2.0d / 1.0d SLA
WO Correction Needed
0.0d
Ready to Bill
0.9d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11.21.25 hshaw - chat tech to confirm expense lodging, no receipt attached.

11-11 Mburris called POC and set appt Chad can be reached @ 209-486-1653.

11/11/2025 JRolston - Received call from Chad / POC, advising parts have been received and that he's ready to schedule. Message ASC Mike Burris on teams. Advised him Chad can be reached @ 209-486-1653.


11/11/25 lcoonrod

Per attached case, they have received parts and would like ASAP.

11/7/25 lcoonrod Sent email to confirm delivery

all parts have delivered

way bill 395073572956 DELIVERY DATE Friday Estimated between 9:00 AM - 1:00 PM

way bill 395076021814 DELIVERY DATE Friday Estimated between 9:00 AM - 1:00 PM

way bill 395075541375 DELIVERY DATE Friday Estimated between 9:00 AM - 1:00 PM

🔧 Work Performed
Completed Service Tasks: Inspection and Cleaning Performed a comprehensive inspection and cleaning of: Spectrometer Valve block Manifold Component Replacement: Replaced ion source and filaments Installed new O-rings and seals where required System Verification: Verified integrity of the vacuum system Performed helium sensitivity check Completed full system calibration Calibrated Leak Maintenance: Replaced the calibrated leak Supplied ISO traceable certificate for the new calibrated leak
🔍 Technician Findings
As found: Unit in workshop.
⚠️ Problem Description
20071 Soulsbyville Rd / SOULSBYVILLE CA 95372
📄 Description
HLD BD15 Dry Helium Leak
📞 Call Description
VPD Field Repair Trade

Timeline

📞
Case Linked Nov 6, 4:36 PM
Case Number: 00541873
Subject: 6008200640 FW: Agilent Service Order Confirmation - Chroma Ate Inc 8106498413
Status: Closed
📋
▶
2 Work Order Created Nov 7, 8:11 AM
Work Order Created → 7x Parts Added
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod Nov 7, 8:21 AM
From: Entered
To: Awaiting Parts
Duration in Previous: 9m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Nov 11, 11:30 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 4d 3h
👷
▶
2 Technician Assigned Nov 11, 12:00 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 29m
📅
▶
2 Dispatch Scheduled Nov 11, 12:06 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Michael Burris
From: Assigned
To: Scheduled
Duration in Previous: 5m
⏳ 3.0 business days
💵
3x Expenses Added Nov 16, 11:53 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
5x Labor Added Nov 18, 8:27 AM
Type: Labor, Expenses, Travel
Status: Open
Qty: 8, 1, 302, 60
🔧
Status: Tech On Site by Kwame Cobb Nov 18, 9:52 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 21h
⏱️
2x Labor Added Nov 18, 8:43 PM
Type: Labor
Status: Open
Qty: 1.5, 5.5
🚗
Status: Tech Off Site by Kwame Cobb Nov 18, 9:36 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 11h 43m
🗓️
Status: Scheduled by David Carvalho Nov 19, 1:46 PM
From: Tech Off Site, Scheduled
To: Scheduled, Tech Off Site
Duration in Previous: 16h 9m, 0m
💵
5x Expenses Added Nov 20, 7:38 AM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Kwame Cobb Nov 20, 4:27 PM
From: Tech Off Site
To: Completed
Duration in Previous: 1d 2h
💵
3x Expenses Added Nov 21, 12:55 AM
Type: Expenses
Status: Open
Qty: 1
💵
▶
2 3x Expenses Added Nov 21, 1:03 AM
3x Expenses Added → Status: Closed
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 8h 36m
⏳ 2.0 business days
✏️
▶
2 Status: WO Correction Needed Nov 24, 9:06 AM
Status: WO Correction Needed → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: WO Correction Needed
To: Ready to Bill
Duration in Previous: 1m
📨
▶
2 Status: Invoice Pending Nov 24, 4:24 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
⚠️ 8.9 business days
🧾
Invoice Created Dec 8, 5:14 PM
Invoice Number: 247468

Bottlenecks

Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours
Completed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00541873
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Repair/PM
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Nov 18, 10:00 AM
Created
Nov 7, 8:11 AM
Invoice #
247468

Work Details (28)

Name Type Status Qty Amount Date
WL-02999481 Parts Open 1 $0.00 Nov 7, 8:14 AM
WL-02999482 Parts Open 1 $0.00 Nov 7, 8:14 AM
WL-02999483 Parts Open 1 $0.00 Nov 7, 8:14 AM
WL-02999484 Parts Open 1 $0.00 Nov 7, 8:14 AM
WL-02999485 Parts Open 1 $0.00 Nov 7, 8:14 AM
WL-02999486 Parts Open 1 $0.00 Nov 7, 8:14 AM
WL-02999487 Parts Open 1 $0.00 Nov 7, 8:14 AM
WL-03009393 Expenses Open 1 $40.00 Nov 16, 11:53 PM
WL-03009394 Expenses Open 1 $35.99 Nov 16, 11:53 PM
WL-03009395 Expenses Open 1 $53.05 Nov 16, 11:53 PM
WL-03010862 Labor Open 8 $0.00 Nov 18, 8:27 AM
WL-03010863 Expenses Open 1 $85.01 Nov 18, 8:27 AM
WL-03010864 Expenses Open 1 $50.00 Nov 18, 8:27 AM
WL-03010865 Travel Open 302 $800.00 Nov 18, 8:27 AM
WL-03010866 Travel Open 60 $300.00 Nov 18, 8:27 AM
WL-03012186 Labor Open 1.5 $0.00 Nov 18, 8:43 PM
WL-03012187 Labor Open 5.5 $541.00 Nov 18, 8:43 PM
WL-03014238 Expenses Open 1 $85.01 Nov 20, 7:38 AM
WL-03014239 Expenses Open 1 $49.65 Nov 20, 7:38 AM
WL-03014240 Expenses Open 1 $50.00 Nov 20, 7:38 AM
WL-03014241 Expenses Open 1 $50.00 Nov 20, 7:38 AM
WL-03014242 Expenses Open 1 $25.00 Nov 20, 7:38 AM
WL-03015858 Expenses Open 1 $75.00 Nov 21, 12:55 AM
WL-03015859 Expenses Open 1 $36.21 Nov 21, 12:55 AM
WL-03015860 Expenses Open 1 $44.12 Nov 21, 12:55 AM
WL-03015861 Expenses Open 1 $298.96 Nov 21, 1:03 AM
WL-03015862 Expenses Open 1 $179.04 Nov 21, 1:03 AM
WL-03015863 Expenses Open 1 $547.44 Nov 21, 1:03 AM

Details