Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01315076 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Exelixis Inc — 1951 Harbor Bay Pkwy, ALAMEDA CA, 94502

Nov 13, 2025 → Jan 15, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (10 biz days early)
Active: 41 biz days
🕐 Clock stopped: Completed (Jan 15, 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
31d
▶ Clock Running
Status: Scheduled
Dec 1 → Jan 15, 2026
31 business days (counted)
Running total: 41 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 15 → Jan 15, 2026
0 business days (counted)
Running total: 41 of ? biz days used
Created: Nov 13, 2025 Completed: Jan 15, 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 15 Scheduled ▶ Running 31 41
Jan 15 → Jan 15 Tech On Site ▶ Running 0 41
Dispatch 0.0d
Coordinators 42.3d
Field Work 0.8d
Billing 7.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
42.3 days
Over SLA
Field Work
0.8 days
Billing
7.2 days
Over SLA
Created: Nov 13, 2025 Due: Jan 31, 2026 Completed: Jan 15, 2026 (16 days early)
📅
42.0 days Total Age
⏱️
31.3d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
46.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 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 #00543565
6008126737
Closed
38R SYS-LC-1290II Contract ends 10/18/2026 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. G4239C 000000000032267069 8pos/18port, 8-column selector, 1300 bar G7116B DEBA412245 1290 Infinity II Multicolumn Thermostat G7117B DEBAW05967 1290 Infinity II Diode Array Detector G1170A DEBAD08355 1290 Infinity Valve Drive 7167B DEBAS04705 1290 Infinity II Multisampler G7120A DEBAY05984 1290 Infinity II High Speed Pump G4761A DEBDS03604 Upgrade InfinityLab Sample Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Allie Jang
Owner
Leona Coonrod
Created
Nov 13, 2025
Work Orders from this Case (1)
WO-01315076 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Nov 13, 2025 • Closed: Jan 15, 2026
Completed with significant delays
Invoiced • 111 days old
🚨
Primary Delay 31.3 days stuck in "Scheduled"
⏱️
Total Delay 46.3 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
31.3d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
7.2d / 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 25 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
38R SYS-LC-1290II Contract ends 10/18/2026 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. G4239C 000000000032267069 8pos/18port, 8-column selector, 1300 bar G7116B DEBA412245 1290 Infinity II Multicolumn Thermostat G7117B DEBAW05967 1290 Infinity II Diode Array Detector G1170A DEBAD08355 1290 Infinity Valve Drive 7167B DEBAS04705 1290 Infinity II Multisampler G7120A DEBAY05984 1290 Infinity II High Speed Pump G4761A DEBDS03604 Upgrade InfinityLab Sample Thermostat
📄 Description
1290 Infinity II High Speed Pump
📞 Call Description
JAN 2026 LC PMPLUS

Timeline

📞
▶
4 Case Linked Nov 13, 9:31 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01315076
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, 4:56 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-01-15T15:00:00.000+0000
🚨 31.9 business days
🔧
▶
2 Status: Tech On Site Jan 15, 9:59 AM
Status: Tech On Site → 5x Travel Added
🚗
5x Travel Added
Type: Travel, Parts
Status: Open
Qty: 25, 1
⏱️
▶
3 3x Labor Added Jan 15, 4:30 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 6h 31m
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 1.9 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 16, 5:15 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
⚠️ 7.8 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: 11.0 business days (threshold: 4.0 business hours)
Exceeded by 10.5 business days
Scheduled
Duration: 31.3 business days (threshold: 2.0 business days)
Exceeded by 29.3 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours
Ready to Bill
Duration: 7.2 business days (threshold: 1.0 business days)
Exceeded by 6.2 business days

🔗 Related Artifacts

📞
Case 00543565
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Jan 15, 10:00 AM
Created
Nov 13, 9:32 AM
Invoice #
SM-252436

Work Details (8)

Name Type Status Qty Amount Date
WL-03065924 Travel Open 25 $180.00 Jan 15, 10:01 AM
WL-03065925 Travel Open 25 $0.00 Jan 15, 10:01 AM
WL-03065926 Parts Open 1 $0.00 Jan 15, 10:01 AM
WL-03065927 Parts Open 1 $0.00 Jan 15, 10:01 AM
WL-03065928 Parts Open 1 $0.00 Jan 15, 10:01 AM
WL-03066786 Labor Open 1 $0.00 Jan 15, 4:30 PM
WL-03066787 Labor Open 5 $456.00 Jan 15, 4:30 PM
WL-03066788 Labor Open 1 $0.00 Jan 15, 4:30 PM

Details