Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01314866 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Sofie Co — 5900B Obata Way, GILROY CA, 95020

Nov 12, 2025 → Jan 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (18 biz days early)
Active: 34 biz days
🕐 Clock stopped: Completed (Jan 5, 2026)
▶ Clock Running
Status: Created
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 12 → Nov 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Nov 12 → Nov 21, 2025
7 business days (counted)
Running total: 7 of ? biz days used
27d
▶ Clock Running
Status: Scheduled
Nov 21 → Jan 5, 2026
27 business days (counted)
Running total: 34 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 5 → Jan 5, 2026
0 business days (counted)
Running total: 34 of ? biz days used
Created: Nov 12, 2025 Completed: Jan 5, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 12 → Nov 12 Created ▶ Running 0 0
Nov 12 → Nov 12 Ready for Scheduling ▶ Running 0 0
Nov 12 → Nov 21 Assigned ▶ Running 7 7
Nov 21 → Jan 5 Scheduled ▶ Running 27 34
Jan 5 → Jan 5 Tech On Site ▶ Running 0 34
Dispatch 0.0d
Coordinators 35.2d
Field Work 0.8d
Billing 15.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
35.2 days
Over SLA
Field Work
0.8 days
Billing
15.0 days
Over SLA
Created: Nov 12, 2025 Due: Jan 31, 2026 Completed: Jan 5, 2026 (26 days early)
📅
34.6 days Total Age
⏱️
27.6d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
48.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00543339
6008091394
Closed
28R SYS-LC-1260II Contract ends 05/31/2026 repair included PM PM only - customer supplies the UV lamp G7116A DEAEM10524 1260 Infinity II Multicolumn Thermostat G7114A DEACX28722 1260 Infinity II VW Detector G7111B DEAEW10806 1260 Infinity II Quaternary Pump G7129A DEAEQ50948 1260 Infinity II Vialsampler
Priority
High
Origin
Web
Reason
New Case
Contact
Arthur Hernandez
Owner
Leona Coonrod
Created
Nov 12, 2025
Work Orders from this Case (1)
WO-01314866 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Nov 12, 2025 • Closed: Jan 5, 2026
Completed with significant delays
Invoiced • 112 days old
🚨
Primary Delay 27.6 days stuck in "Scheduled"
⏱️
Total Delay 48.0 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
Assigned
7.6d / 0.5d SLA
Scheduled
27.6d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Ready to Bill
15.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

21 Nov 2025 Larry Alberty

Second attempt to schedule - Reached out again to location with proposed onsite visit time frame.


18 Nov 2025 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 47 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
28R SYS-LC-1260II Contract ends 05/31/2026 repair included PM PM only - customer supplies the UV lamp G7116A DEAEM10524 1260 Infinity II Multicolumn Thermostat G7114A DEACX28722 1260 Infinity II VW Detector G7111B DEAEW10806 1260 Infinity II Quaternary Pump G7129A DEAEQ50948 1260 Infinity II Vialsampler
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
JAN 2026 LC PM

Timeline

📞
▶
4 Case Linked Nov 12, 1:53 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01314866
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: a0hF0000001pE6KIAU, Larry Alberty
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Nov 21, 2:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-01-05T13:00:00.000+0000
🚨 28.0 business days
🚗
▶
2 4x Travel Added Jan 5, 10:05 AM
4x Travel Added → Status: Tech On Site
🔧
Status: Tech On Site by Larry Alberty
From: Scheduled
To: Tech On Site
Duration in Previous: 44d 19h
⏱️
▶
3 3x Labor Added Jan 5, 4:45 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 6h 39m
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 2.9 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 7, 10:58 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 18h
🚨 15.0 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: 7.6 business days (threshold: 4.0 business hours)
Exceeded by 7.1 business days
Scheduled
Duration: 27.6 business days (threshold: 2.0 business days)
Exceeded by 25.6 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 15.0 business days (threshold: 1.0 business days)
Exceeded by 14.0 business days

🔗 Related Artifacts

📞
Case 00543339
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Jan 5, 8:00 AM
Created
Nov 12, 1:54 PM
Invoice #
SM-252436

Work Details (7)

Name Type Status Qty Amount Date
WL-03053464 Travel Open 45 $180.00 Jan 5, 10:05 AM
WL-03053465 Travel Open 45 $0.00 Jan 5, 10:05 AM
WL-03053466 Parts Open 1 $0.00 Jan 5, 10:05 AM
WL-03053467 Parts Open 1 $0.00 Jan 5, 10:05 AM
WL-03053884 Labor Open 1 $0.00 Jan 5, 4:45 PM
WL-03053885 Labor Open 4 $456.00 Jan 5, 4:45 PM
WL-03053886 Labor Open 1 $0.00 Jan 5, 4:45 PM

Details