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← WO Overview

WO-01314674 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Overhaul • PSM

📍 Raytheon Co — 19859 Hwy 80, Forest MS, 39074

Nov 11, 2025 → Dec 13, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (1 biz days late)
Active: 12 biz days
Paused: 9 biz days
🕐 Clock stopped: Completed (Dec 14, 2025)
▶ Clock Running
Status: Created
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸7d
⏸ Clock Paused
Status: Awaiting Parts
Nov 11 → Nov 20, 2025
7 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 21, 2025
1 business day (counted)
Running total: 1 of ? biz days used
1d
▶ Clock Running
Status: Assigned
Nov 21 → Nov 24, 2025
1 business day (counted)
Running total: 2 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Nov 24 → Dec 2, 2025
4 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 2 → Dec 3, 2025
1 business day (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 7 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 3 → Dec 5, 2025
2 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 7 of ? biz days used
3d
▶ Clock Running
Status: Assigned
Dec 5 → Dec 10, 2025
3 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Entered
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 11 → Dec 12, 2025
1 business day (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 12 → Dec 14, 2025
0 business days (counted)
Running total: 12 of ? biz days used
Created: Nov 11, 2025 Completed: Dec 14, 2025
Show SLA Clock Detail (17 periods)
Period Status Clock Biz Days Running Total
Nov 11 → Nov 11 Created ▶ Running 0 0
Nov 11 → Nov 20 Awaiting Parts ⏸ Paused 7 —
Nov 20 → Nov 21 Ready for Scheduling ▶ Running 1 1
Nov 21 → Nov 24 Assigned ▶ Running 1 2
Nov 24 → Dec 2 Scheduled ▶ Running 4 6
Dec 2 → Dec 3 Tech On Site ▶ Running 1 7
Dec 3 → Dec 3 Tech Off Site ▶ Running 0 7
Dec 3 → Dec 3 Tech On Site ▶ Running 0 7
Dec 3 → Dec 3 Scheduled ▶ Running 0 7
Dec 3 → Dec 5 Awaiting Parts ⏸ Paused 2 —
Dec 5 → Dec 5 Ready for Scheduling ▶ Running 0 7
Dec 5 → Dec 10 Assigned ▶ Running 3 10
Dec 10 → Dec 11 Scheduled ▶ Running 1 11
Dec 11 → Dec 11 Entered ▶ Running 0 11
Dec 11 → Dec 11 Assigned ▶ Running 0 11
Dec 11 → Dec 12 Scheduled ▶ Running 1 12
Dec 12 → Dec 14 Tech On Site ▶ Running 0 12
Material Management 9.6d
Coordinators 16.1d
Field Work 3.0d
Billing 3.0d
✗ SLA Missed
Material Management
9.6 days
Over SLA
Coordinators
16.1 days
Over SLA
Field Work
3.0 days
Billing
3.0 days
Over SLA
Created: Nov 11, 2025 Due: Jan 1, 2026 Completed: Dec 14, 2025 (18 days early)
📅
21.0 days Total Age
⏱️
7.0d in Awaiting Parts Longest Stage
🔄
20 transitions Status Changes
⚠️
12.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
28 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Curtis Sprague — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 2, 2025
Visit 2 Dec 3, 2025
Visit 3 Dec 12, 2025
Visit 4 Dec 13, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542525
6008206281
Closed
Parts Prediction 10/23/2025 11:37:18 WF-BATCH Agent: PIERCEB Timestamp: 2025-10-23 10:37:10 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 EX8699367 ____________________ Note 10/23/2025 11:37:17 WF-BATCH Agent: PIERCEB Timestamp: 2025-10-23 10:37:10 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Matsua Garcia-Mendez; matsua.garcia-mendez@agilent.com; Mobile: 408-553-7642 Turbo is defective.
Priority
Standard
Origin
Web
Reason
New Case
Contact
David Torrence
Owner
Leona Coonrod
Created
Nov 10, 2025
Work Orders from this Case (1)
WO-01314674 (current) Invoiced
Overhaul • Curtis Sprague
Created: Nov 11, 2025 • Closed: Dec 13, 2025
Completed with significant delays
Invoiced • 113 days old
🚨
Primary Delay 7.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 12.0 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
9.6d / 3.0d SLA
Ready for Scheduling
1.8d / 1.0d SLA
Assigned
5.7d / 0.5d SLA
Scheduled
8.6d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Closed
1.5d / 1.0d SLA
WO Correction Needed
0.1d
Ready to Bill
0.7d / 1.0d SLA
Invoice Pending
2.3d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/10 KKelch scheduled per logged email from Terry

12/9 MOwens David replied back that he has received the part. I sent a reply offering Friday 12/19 as the first available for the repair visit.

12/5 MOwens Sent email to David Torrence about scheduling the repair visit.

12/5/25 AJinerson - Confirmed w/ tech sup and ASC that this will be going to RCole to cover once RFS.


12/5/25 lcoonrod sending email to confirm delivery

way bill 396192142865 DELIVERY DATE Friday Estimated between 8:45 AM - 12:45 PM


12/4/25 AJinerson - No parts eta yet as of 12/4 2PM EST.


12/4/25 lcoonrod

Part EXR2040301 added and shipped on way bill 396192142865. Delivery details We'll add a delivery date as soon as we get your package.


12/3/25 AJinerson - Received email notice from tech sup and tech that this needs to be added on calendar scheduled thru 12/3 so tech can log travel time on way home today, 12/3.


11/24/25 AJinerson - Received email back from POC Greta Ficklin confirming tech visit for Tuesday, 12/2 with eta between 12pm-1pm.

Sent email back to Greta confirming tech visit for 12/2 between 12pm-1pm.

Asking for onsite contact info for this visit, along with parts location, arrival instructions and any additional specific requirements needed for this visit.


11/24/25 AJinerson - Sent follow up email to POC David along with all additional POCs per David's request. Offering tech visit on Tuesday, 12/2 with arrival between 12pm-1pm. Awaiting confirmation still.


11/21/25 AJinerson - FSE available to travel on Tues. 12/2. Sent email to POC David and all additional contacts per David's request offering tech visit on Tuesday, 12/2 with arrival between 12pm-1pm (CST).

Awaiting confirmation.

Asking for site hours/additional information that may be needed for visit.


11/21/25 AJinerson - Assigned to FSE JCunningham, discussed w/ FSE who is checking to confirm when he is available to travel to cover this first week of Dec. Will follow up to schedule asap once dates confirmed w/ tech.


11/20/25 lcoonrod

Per David T, "I will be out here and there in the next coming weeks. Can you please copy the following emails for setting up scheduling just in case I’m out." david.1.edwards@rtx.com; ndubuisi.okoli@rtx.com; greta.e.ficklin@rtx.com


11/20/25 lcoonrod

Per David T, he has all parts.


11/20/25 lcoonrod per David T, they have everything but the EX8699367 Turbo

It is showing shipped on way bill 395457162227

Delivered Tuesday, 11/18/25 at 10:59 AM Signed for by: L.Wash



11/17/25 lcoonrod sent email to confirm parts have delivered.

way bill 395181369690SCHEDULED DELIVERY DATE Wednesday By end of dayway bill 395193601480Delivered Tuesday, 11/11/25 at 11:07 AM Signed for by: L.Washway bill 395457162227DELIVERY DATE Today Estimated between 8:45 AM - 12:45 PM


11/12/25 lcoonrod one part not shipped EX8699367 exp delv date 12/8/25

way bill 395181369690SCHEDULED DELIVERY DATE Wednesday By end of dayway bill 395193601480Delivered Tuesday, 11/11/25 at 11:07 AM Signed for by: L.Wash


11/11/25 lcoonrod one part not shipped EX8699367 exp delivery date 12/8/25 all other parts have shipped

🔧 Work Performed
12/2 Jason - Repair Incompete - Traveled from my house in Houma, LA to the customer's site in Forest, MS. Once on site, met with site contact David who showed me to the parts and unit in question. The machine appeared to be mid test ,based on the display, even though the machine was giving a 6000 RPM error for the turbo. Replaced the turbo and performed all other aspects of the PM required. Powered the unit on and verified that the turbo got up to speed. I got to where the system was supposed to go into system ready and then kept going back into the system stabilization wait test and flashing spec tube on the screen. There was nobody working at Agilent at the time I finished for the day so I will need to return in the morning. Drove from the customer's site back to the hotel in Forest, MS. 12/3 Jason - Repair Incomplete - Drove from the hotel in Forest, MS back to the customer's site in Forest, MS. Met again with site contact David and explained the situation. Powered the unit on, but this time it got to the system ready screen, but the offsets were depicting an electronic error with the spec tube. Contacted George from Agilent and went through my findings. He agreed that the spec tube needs to be replaced. One was ordered and being sent to the customer. There was nothing else I could do until that part arrives. Drove back to my house in Houma, LA. 12/3/25 MFranks - Agilent is sending more parts. 12/11/2025 Curtis Sprague: Arrived onsite, met with POC and was escorted by Dan to location of leak detector. He handed me a new spec tube assy. Unit was running when I showed up. It was giving errors messages with spec tube and filaments. It was also constantly calibrating with being directed to do so. Removed covers and noticed a heavy burn odor. Removed and inspected inside spec tube. There was a heavy burn mark in bottom like an electrical arc caused burn and smell. Reassembled unit. Received same codes, but the turbo would only spool to 25,000 RPM. Also, when I powered on unit, there was a constant stream of smoke billowing out of oil sealed pump. This was not happening when I had arrived when the unit was running. I shut down unit and removed flex line going into valve block. There was oil inside valve block, as well as turbo and all interior components. Spoke with George from Agilent and he agreed the unit needed to be sent to depot for bench overhaul due to leak detector components all being contaminated by pump oil. George will be reaching out to customer on next steps to have the unit shipped out.
🔍 Technician Findings
See work performed
⚠️ Problem Description
Parts Prediction 10/23/2025 11:37:18 WF-BATCH Agent: PIERCEB Timestamp: 2025-10-23 10:37:10 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 EX8699367 ____________________ Note 10/23/2025 11:37:17 WF-BATCH Agent: PIERCEB Timestamp: 2025-10-23 10:37:10 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Matsua Garcia-Mendez; matsua.garcia-mendez@agilent.com; Mobile: 408-553-7642 Turbo is defective.
📄 Description
VS MR15 Mobile Leak Detector
📞 Call Description
VPD Field Overhaul Trade

Timeline

📞
Case Linked Nov 10, 1:06 PM
Case Number: 00542525
Subject: 6008206281
Status: Closed
⏳ 1.0 business days
📋
▶
3 Work Order Created Nov 11, 4:57 PM
Work Order Created → 6x Parts Added → Status: Awaiting Parts
🔩
6x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 4m
⚠️ 7.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Nov 20, 3:58 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 8d 22h
👷
▶
2 Technician Assigned Nov 21, 8:53 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 55m
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Nov 24, 1:42 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Ben Saur
From: Assigned
To: Scheduled
Duration in Previous: 3d 4h
💵
Expenses Added Nov 24, 5:13 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.8 business days
🔧
Status: Tech On Site by Jason Cunningham Dec 2, 2:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 0h
🚗
Status: Tech Off Site by Jason Cunningham Dec 2, 9:00 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 6h 28m
🔧
Status: Tech On Site by Jason Cunningham Dec 3, 8:10 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 11h 9m
🗓️
Status: Scheduled by Abby Jinerson Dec 3, 9:20 AM
From: Tech On Site
To: Scheduled
Duration in Previous: 1h 10m
📦
Status: Awaiting Parts by Mark Franks Dec 3, 2:18 PM
From: Scheduled
To: Awaiting Parts
Duration in Previous: 4h 58m
⏱️
11x Labor Added Dec 3, 3:45 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 5.5, 6.5, 0.25, 1.75, 5.25, 263
🔩
Parts Added Dec 4, 8:33 AM
Type: Parts
Status: Open
Qty: 1
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Dec 5, 9:59 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 1d 19h
👷
▶
2 Technician Assigned Dec 5, 1:35 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Abby Jinerson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3h 35m
⏳ 4.0 business days
👷
▶
3 Technician Assigned Dec 10, 1:30 PM
Technician Assigned → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Kaitlyn Kelch
From: Assigned
To: Scheduled
Duration in Previous: 4d 23h
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-12T15:00:00.000+0000
💵
2x Expenses Added Dec 10, 2:33 PM
Type: Expenses
Status: Open
Qty: 1
🆕
▶
3 Status: Entered Dec 11, 2:01 PM
Status: Entered → Technician Assigned → Dispatch Scheduled
👷
Technician Assigned by Kaitlyn Kelch
Technician: a0h8Y00000HSDTyQAP, Curtis Sprague
📅
Dispatch Scheduled by Kaitlyn Kelch
Scheduled For: 2025-12-12T15:00:00.000+0000
🔧
Status: Tech On Site by Curtis Sprague Dec 12, 10:42 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 20h 40m
⏳ 1.0 business days
⏱️
7x Labor Added Dec 13, 11:15 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 3, 9, 1, 180
✔️
Status: Completed by Curtis Sprague Dec 13, 11:37 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1d 12h, 0m
⏳ 0.8 business days
✏️
Status: WO Correction Needed by MICHAEL MCNAMARA Dec 15, 6:40 AM
From: Closed
To: WO Correction Needed
Duration in Previous: 1d 7h
🏁
Status: Closed by Curtis Sprague Dec 15, 7:16 AM
From: WO Correction Needed
To: Closed
Duration in Previous: 36m
📄
Status: Ready to Bill by Hannah Shaw Dec 15, 11:17 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4h 0m
📨
Status: Invoice Pending by Hannah Shaw Dec 15, 4:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 5h 13m
⏳ 2.9 business days
💰
Status: Invoiced by Hannah Shaw Dec 17, 4:53 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 2d 0h
⏳ 2.9 business days
🧾
Invoice Created Dec 19, 11:04 AM
Invoice Number: SM-249149

Bottlenecks

Awaiting Parts
Duration: 7.0 business days (threshold: 3.0 business days)
Exceeded by 4.0 business days
Ready for Scheduling
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.0 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 4.7 business days (threshold: 2.0 business days)
Exceeded by 2.7 business days
Assigned
Duration: 3.7 business days (threshold: 4.0 business hours)
Exceeded by 3.2 business days
Invoice Pending
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00542525
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Overhaul
Branch
ERLA - PROD
Technician
Curtis Sprague
Scheduled
Dec 12, 10:00 AM
Created
Nov 11, 4:57 PM
Invoice #
SM-249149

Work Details (28)

Name Type Status Qty Amount Date
WL-03003725 Parts Open 1 $0.00 Nov 11, 5:01 PM
WL-03003726 Parts Open 1 $0.00 Nov 11, 5:01 PM
WL-03003727 Parts Open 1 $0.00 Nov 11, 5:01 PM
WL-03003728 Parts Open 1 $0.00 Nov 11, 5:01 PM
WL-03003729 Parts Open 1 $0.00 Nov 11, 5:01 PM
WL-03003730 Parts Open 1 $0.00 Nov 11, 5:01 PM
WL-03018986 Expenses Open 1 $5.00 Nov 24, 5:13 PM
WL-03025233 Labor Open 5.5 $0.00 Dec 3, 3:45 PM
WL-03025234 Labor Open 6.5 $920.00 Dec 3, 3:45 PM
WL-03025235 Labor Open 0.25 $0.00 Dec 3, 3:45 PM
WL-03025236 Labor Open 0.25 $0.00 Dec 3, 3:45 PM
WL-03025237 Labor Open 1.75 $0.00 Dec 3, 3:45 PM
WL-03025238 Labor Open 5.25 $0.00 Dec 3, 3:45 PM
WL-03025239 Expenses Open 1 $126.05 Dec 3, 3:45 PM
WL-03025240 Expenses Open 1 $50.00 Dec 3, 3:45 PM
WL-03025241 Expenses Open 1 $25.00 Dec 3, 3:45 PM
WL-03025242 Travel Open 263 $800.00 Dec 3, 3:45 PM
WL-03025243 Travel Open 7 $150.00 Dec 3, 3:45 PM
WL-03025983 Parts Open 1 $0.00 Dec 4, 8:33 AM
WL-03033038 Expenses Open 1 $5.00 Dec 10, 2:33 PM
WL-03033039 Expenses Open 1 $380.44 Dec 10, 2:33 PM
WL-03037138 Labor Open 3 $0.00 Dec 13, 11:15 PM
WL-03037139 Labor Open 3 $0.00 Dec 13, 11:15 PM
WL-03037140 Labor Open 3 $0.00 Dec 13, 11:15 PM
WL-03037141 Labor Open 9 $0.00 Dec 13, 11:15 PM
WL-03037142 Expenses Open 1 $50.00 Dec 13, 11:15 PM
WL-03037143 Expenses Open 1 $50.00 Dec 13, 11:15 PM
WL-03037144 Travel Open 180 $600.00 Dec 13, 11:15 PM

Details