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WO-01314992 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Exelixis Inc — 1851 Harbor Bay Pkwy, Alameda CA, 94502

Nov 12, 2025 → Jan 14, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (11 biz days early)
Active: 41 biz days
🕐 Clock stopped: Completed (Jan 14, 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
34d
▶ Clock Running
Status: Scheduled
Nov 21 → Jan 14, 2026
34 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 41 of ? biz days used
Created: Nov 12, 2025 Completed: Jan 14, 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 14 Scheduled ▶ Running 34 41
Jan 14 → Jan 14 Tech On Site ▶ Running 0 41
Dispatch 0.0d
Coordinators 42.4d
Field Work 0.8d
Billing 8.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
42.4 days
Over SLA
Field Work
0.8 days
Billing
8.3 days
Over SLA
Created: Nov 12, 2025 Due: Jan 31, 2026 Completed: Jan 14, 2026 (17 days early)
📅
41.5 days Total Age
⏱️
34.9d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
47.4d 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 #00543401
6008109139
Closed
38R SYS-LC-1260II Contract ends 10/08/2026 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. 7112B DEAGO08759 1260 Infinity II Binary Pump G7129A DEAEQ62904 1260 Infinity II Vialsampler G7116A DEAEM13360 1260 Infinity II Multicolumn Thermostat G4761A DEBDS01821 Upgrade InfinityLab Sample Thermostat G7117C DEAEK13234 1260 Infinity II Diode Array Detector HS G4231A 000000000033014603 2pos/6port Valve head, 800 bar
Priority
High
Origin
Web
Reason
New Case
Contact
Srikanth Somarouthu
Owner
Leona Coonrod
Created
Nov 12, 2025
Work Orders from this Case (1)
WO-01314992 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Nov 12, 2025 • Closed: Jan 14, 2026
Completed with significant delays
Invoiced • 112 days old
🚨
Primary Delay 34.9 days stuck in "Scheduled"
⏱️
Total Delay 47.4 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
Assigned
7.5d / 0.5d SLA
Scheduled
34.9d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
8.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

20 Nov 2025 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 25 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
38R SYS-LC-1260II Contract ends 10/08/2026 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. 7112B DEAGO08759 1260 Infinity II Binary Pump G7129A DEAEQ62904 1260 Infinity II Vialsampler G7116A DEAEM13360 1260 Infinity II Multicolumn Thermostat G4761A DEBDS01821 Upgrade InfinityLab Sample Thermostat G7117C DEAEK13234 1260 Infinity II Diode Array Detector HS G4231A 000000000033014603 2pos/6port Valve head, 800 bar
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
JAN 2026 LC PMPLUS

Timeline

📞
▶
4 Case Linked Nov 12, 3:20 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01314992
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: Larry Alberty
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Nov 21, 11:30 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-01-14T14:00:00.000+0000
🚨 35.0 business days
🔧
▶
2 Status: Tech On Site Jan 14, 11:02 AM
Status: Tech On Site → 5x Travel Added
🚗
5x Travel Added
Type: Travel, Parts
Status: Open
Qty: 25, 1
⏱️
▶
3 3x Labor Added Jan 14, 5:03 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 6h 1m
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 4m
📄
Status: Ready to Bill by Hannah Shaw Jan 15, 4:24 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 15m
⚠️ 8.9 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: 7.5 business days (threshold: 4.0 business hours)
Exceeded by 7.0 business days
Scheduled
Duration: 34.9 business days (threshold: 2.0 business days)
Exceeded by 32.9 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.9 business hours
Ready to Bill
Duration: 8.3 business days (threshold: 1.0 business days)
Exceeded by 7.3 business days

🔗 Related Artifacts

📞
Case 00543401
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Jan 14, 9:00 AM
Created
Nov 12, 3:21 PM
Invoice #
SM-252436

Work Details (8)

Name Type Status Qty Amount Date
WL-03064523 Travel Open 25 $180.00 Jan 14, 11:06 AM
WL-03064524 Travel Open 25 $0.00 Jan 14, 11:06 AM
WL-03064525 Parts Open 1 $0.00 Jan 14, 11:06 AM
WL-03064526 Parts Open 1 $0.00 Jan 14, 11:06 AM
WL-03064527 Parts Open 1 $0.00 Jan 14, 11:06 AM
WL-03065185 Labor Open 1 $0.00 Jan 14, 5:03 PM
WL-03065186 Labor Open 5 $456.00 Jan 14, 5:03 PM
WL-03065187 Labor Open 1 $0.00 Jan 14, 5:03 PM

Details