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WO-01315064 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Denali Therapeutics Inc — 131 Oyster Point Blvd Ste 600, SOUTH SAN FRANCISCO CA, 94080

Nov 13, 2025 → Jan 29, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (1 biz days early)
Active: 50 biz days
🕐 Clock stopped: Completed (Jan 29, 2026)
▶ Clock Running
Status: Created
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
10d
▶ Clock Running
Status: Assigned
Nov 13 → Dec 1, 2025
10 business days (counted)
Running total: 10 of ? biz days used
40d
▶ Clock Running
Status: Scheduled
Dec 1 → Jan 29, 2026
40 business days (counted)
Running total: 50 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 50 of ? biz days used
Created: Nov 13, 2025 Completed: Jan 29, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 13 → Nov 13 Created ▶ Running 0 0
Nov 13 → Nov 13 Ready for Scheduling ▶ Running 0 0
Nov 13 → Dec 1 Assigned ▶ Running 10 10
Dec 1 → Jan 29 Scheduled ▶ Running 40 50
Jan 29 → Jan 29 Tech On Site ▶ Running 0 50
Dispatch 0.0d
Coordinators 51.2d
Field Work 0.8d
Billing 3.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
51.2 days
Over SLA
Field Work
0.8 days
Billing
3.0 days
Over SLA
Created: Nov 13, 2025 Due: Jan 31, 2026 Completed: Jan 29, 2026 (2 days early)
📅
51.0 days Total Age
⏱️
40.2d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
53.0d 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 #00543550
6008075748
Closed
38R SYS-LC-1290IIE Contract ends 09/11/2026 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. G1364F DEAGS01696 1260 Infinity II Analytical FC G7165A DEAC802352 1260 Infinity II MW Detector G4761A DEBBP41326 Upgrade InfinityLab Sample Thermostat G7129B DEBA906333 1290 Infinity II Vialsampler G1330B DEBAK34078 1290 Thermostat G7116B DEBA409238 1290 Infinity II Multicolumn Thermostat G7120A DEBAY04648 1290 Infinity II High Speed Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Hoonsan Ong
Owner
Leona Coonrod
Created
Nov 13, 2025
Work Orders from this Case (1)
WO-01315064 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Nov 13, 2025 • Closed: Jan 29, 2026
Completed with significant delays
Invoiced • 111 days old
🚨
Primary Delay 40.2 days stuck in "Scheduled"
⏱️
Total Delay 53.0 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
11.0d / 0.5d SLA
Scheduled
40.2d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.3d / 1.0d SLA
Ready to Bill
3.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1 Dec 2025 Larry Alberty

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


20 Nov 2025 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 37 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
38R SYS-LC-1290IIE Contract ends 09/11/2026 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. G1364F DEAGS01696 1260 Infinity II Analytical FC G7165A DEAC802352 1260 Infinity II MW Detector G4761A DEBBP41326 Upgrade InfinityLab Sample Thermostat G7129B DEBA906333 1290 Infinity II Vialsampler G1330B DEBAK34078 1290 Thermostat G7116B DEBA409238 1290 Infinity II Multicolumn Thermostat G7120A DEBAY04648 1290 Infinity II High Speed Pump
📄 Description
1290 Infinity II High Speed Pump
📞 Call Description
JAN 2026 LC PMPLUS

Timeline

📞
▶
4 Case Linked Nov 13, 9:02 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01315064
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
🚨 11.0 business days
🗓️
▶
2 Status: Scheduled Dec 1, 5:05 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-01-29T14:00:00.000+0000
🚨 40.9 business days
🔧
▶
2 Status: Tech On Site Jan 29, 10:05 AM
Status: Tech On Site → 5x Travel Added
🚗
5x Travel Added
Type: Travel, Parts
Status: Open
Qty: 30, 1
✔️
▶
3 Status: Completed Jan 29, 4:35 PM
Status: Completed → 3x Labor Added → Status: Closed
⏱️
3x Labor Added
Type: Labor
Status: Open
Qty: 1, 5
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 3.9 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 3, 9:30 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 16h
⏳ 3.0 business days
📨
▶
3 Status: Invoice Pending Feb 5, 1:11 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-253062
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m

Bottlenecks

Assigned
Duration: 11.0 business days (threshold: 4.0 business hours)
Exceeded by 10.5 business days
Scheduled
Duration: 40.2 business days (threshold: 2.0 business days)
Exceeded by 38.2 business days
Closed
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00543550
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Jan 29, 9:00 AM
Created
Nov 13, 9:06 AM
Invoice #
SM-253062

Work Details (8)

Name Type Status Qty Amount Date
WL-03083061 Travel Open 30 $180.00 Jan 29, 10:10 AM
WL-03083062 Travel Open 30 $0.00 Jan 29, 10:10 AM
WL-03083063 Parts Open 1 $0.00 Jan 29, 10:10 AM
WL-03083064 Parts Open 1 $0.00 Jan 29, 10:10 AM
WL-03083065 Parts Open 1 $0.00 Jan 29, 10:10 AM
WL-03083738 Labor Open 1 $0.00 Jan 29, 4:37 PM
WL-03083739 Labor Open 5 $513.00 Jan 29, 4:37 PM
WL-03083740 Labor Open 1 $0.00 Jan 29, 4:37 PM

Details