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← WO Overview

WO-01314525 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Natrol LLC dba Vytalogy Wellness — 504 Westport Pkwy, HASLET TX, 76177

Nov 11, 2025 → Nov 24, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 26, 2025
✓ SLA Met (1 biz days early)
Active: 10 biz days
🕐 Clock stopped: Tech Off Site (Nov 25, 2025)
▶ Clock Running
Status: Created
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Assigned
Nov 11 → Nov 16, 2025
3 business days (counted)
Running total: 3 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Nov 16 → Nov 24, 2025
6 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 24 → Nov 25, 2025
1 business day (counted)
Running total: 10 of ? biz days used
Created: Nov 11, 2025 Tech Off Site: Nov 25, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 11 → Nov 11 Created ▶ Running 0 0
Nov 11 → Nov 11 Ready for Scheduling ▶ Running 0 0
Nov 11 → Nov 16 Assigned ▶ Running 3 3
Nov 16 → Nov 24 Scheduled ▶ Running 6 9
Nov 24 → Nov 25 Tech On Site ▶ Running 1 10
Coordinators 9.0d
Field Work 1.2d
Billing 16.7d
✓ SLA Met
Coordinators
9.0 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
16.7 days
Over SLA
Created: Nov 11, 2025 Due: Nov 26, 2025 Completed: Nov 25, 2025 (1 days early)
📅
9.4 days Total Age
⏱️
14.3d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
20.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542862
6008198034
Closed
38R SYS-LC-1260II Contract ends 09/30/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G7111B DEAEW18165 1260 Infinity II Quaternary Pump G7116A DEAED49812 1260 Infinity II Multicolumn Thermostat G4761A DEBDS14533 Upgrade InfinityLab Sample Thermostat G7129A DEAEQ72773 1260 Infinity II Vialsampler G7115A DEAC628052 1260 Infinity II Diode Array Detector WR
Priority
High
Origin
Phone
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Nov 11, 2025
Work Orders from this Case (1)
WO-01314525 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Nov 11, 2025 • Closed: Nov 24, 2025
Completed with significant delays
Invoiced • 113 days old
🚨
Primary Delay 14.3 days stuck in "Ready to Bill"
⏱️
Total Delay 20.5 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
3.0d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Closed
2.2d / 1.0d SLA
Billing Review
2.4d / 2.0d SLA
Ready to Bill
14.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/1 lamp was shipped

MService is close

2 system that they dont talk need to duplicate the work SM and mService, unproductive. MD


12.1.25 hshaw - chat tech to revisit mService

11.25.25 hshaw - moved WO to BR waiting for mService to close. TBA $815.00

Please assign to Maria Davis ARP to site is 88 miles. Zone 2

🔧 Work Performed
11/24/2025 LC PM plus perform was performed per Agilent. Parts were replaced. All tests passed. System was flushed with customer’s solvent. Customer ran a blank.
🔍 Technician Findings
12/1 lamp qas shipped MService is close. Lamp was shipped 2 system that they dont talk need to duplicate the work SM and mService, unproductive. MD
⚠️ Problem Description
PM
📞 Call Description
NOV 2025 LC PMPLUS SYS-LC-1260II

Timeline

📞
▶
4 Case Linked Nov 11, 11:03 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01314525
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
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Nov 15, 8:38 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-11-24T18:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Maria Davis Nov 24, 12:37 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 15h
🚗
Status: Tech Off Site by Maria Davis Nov 24, 9:47 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 9h 10m
🔩
6x Parts Added Nov 24, 10:09 PM
Type: Parts, Labor, Travel
Status: Open
Qty: 1, 3.5, 87, 89
⏱️
▶
3 Labor Added Nov 24, 10:15 PM
Labor Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 4.5
✔️
Status: Completed by Maria Davis
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 31m, 0m
💵
Status: Billing Review by Hannah Shaw Nov 25, 4:11 PM
From: Closed
To: Billing Review
Duration in Previous: 17h 51m
⏳ 3.0 business days
🏁
Status: Closed by Maria Davis Dec 1, 5:21 PM
From: Billing Review
To: Closed
Duration in Previous: 6d 1h
📄
Status: Ready to Bill by Hannah Shaw Dec 2, 4:39 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 17m
🚨 14.9 business days
📨
▶
3 Status: Invoice Pending Dec 22, 1:38 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-249754
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Billing Review
Duration: 2.4 business days (threshold: 2.0 business days)
Exceeded by 2.8 business hours
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours
Ready to Bill
Duration: 14.3 business days (threshold: 1.0 business days)
Exceeded by 13.3 business days

🔗 Related Artifacts

📞
Case 00542862
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Nov 24, 1:00 PM
Created
Nov 11, 11:03 AM
Invoice #
SM-249754

Work Details (8)

Name Type Status Qty Amount Date
WL-03019292 Parts Open 1 $0.00 Nov 24, 10:09 PM
WL-03019287 Labor Open 3.5 $0.00 Nov 24, 10:09 PM
WL-03019288 Travel Open 87 $359.00 Nov 24, 10:09 PM
WL-03019289 Travel Open 89 $0.00 Nov 24, 10:09 PM
WL-03019290 Parts Open 1 $0.00 Nov 24, 10:09 PM
WL-03019291 Parts Open 1 $0.00 Nov 24, 10:09 PM
WL-03019297 Labor Open 3 $0.00 Nov 24, 10:15 PM
WL-03019298 Labor Open 4.5 $456.00 Nov 24, 10:17 PM

Details