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WO-01315236 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Preventive Maintenance • PSM

📍 Pacesetter Inc — 253 Financial Blvd, Liberty SC, 29657

Nov 13, 2025 → Dec 17, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (2 biz days late)
Active: 12 biz days
Paused: 11 biz days
🕐 Clock stopped: Completed (Dec 18, 2025)
▶ Clock Running
Status: Created
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸11d
⏸ Clock Paused
Status: Awaiting Parts
Nov 13 → Dec 2, 2025
11 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 2 → Dec 4, 2025
2 business days (counted)
Running total: 2 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Dec 4 → Dec 18, 2025
10 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 12 of ? biz days used
Created: Nov 13, 2025 Completed: Dec 18, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 13 → Nov 13 Created ▶ Running 0 0
Nov 13 → Dec 2 Awaiting Parts ⏸ Paused 11 —
Dec 2 → Dec 2 Ready for Scheduling ▶ Running 0 0
Dec 2 → Dec 4 Assigned ▶ Running 2 2
Dec 4 → Dec 18 Scheduled ▶ Running 10 12
Dec 18 → Dec 18 Tech On Site ▶ Running 0 12
Dispatch 0.0d
Material Management 11.3d
Coordinators 13.2d
Field Work 0.0d
Billing 9.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
11.3 days
Over SLA
Coordinators
13.2 days
Over SLA
Field Work
0.0 days
Billing
9.7 days
Over SLA
Created: Nov 13, 2025 Due: Dec 30, 2025 Completed: Dec 18, 2025 (12 days early)
📅
22.9 days Total Age
⏱️
11.3d in Awaiting Parts Longest Stage
🔄
10 transitions Status Changes
⚠️
25.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543761
6008214559
Closed
Note 11/13/2025 14:20:51 WIGEORGE entitled field pm
Priority
Standard
Origin
Email
Reason
New Case
Contact
William George
Owner
Leona Coonrod
Created
Nov 13, 2025
Work Orders from this Case (1)
WO-01315236 (current) Invoiced
Preventive Maintenance • Rozier Cole
Created: Nov 13, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 111 days old
🚨
Primary Delay 11.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 25.6 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
11.3d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
2.5d / 0.5d SLA
Scheduled
10.6d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
3.7d / 1.0d SLA
Invoice Pending
6.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12.18.25 Hshaw - tol expenses should have been on WO-1315243, along with travel

12/4 MOwens Justin replied back that scheduling during the 15-17th is the best time for him. Replied back to confirm the schedule for 12/16 thru 12/17

12/3 MOwens Sent email to Justin to schedule the PMs after 12/15.


12/2/25 lcoonrod

Per email from Justin: Yes we received shipments.


12/1/25 lcoonrod email sent to confirm receipt of parts


11/17/25 lcoonrod 2 parts have not shipped yet.


11/13/25 lcoonrod parts have not shipped yet.

🔧 Work Performed
Pm'd unit per mfg instructions - leak down tested - calibrated - verified w/ cx
🔍 Technician Findings
found unit needing pm - unit filaments failed - failed cal
⚠️ Problem Description
Note 11/13/2025 14:20:51 WIGEORGE entitled field pm
📄 Description
Helium Leak Detector, PD03 configuration
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Nov 13, 2:45 PM
Case Number: 00543761
Subject: 6008214559
Status: Closed
📋
▶
3 Work Order Created Nov 13, 4:43 PM
Work Order Created → 7x Parts Added → Status: Awaiting Parts
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 2m
🚨 11.9 business days
📅
Status: Ready for Scheduling by Leona Coonrod Dec 2, 2:22 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 18d 21h
👷
▶
2 Technician Assigned Dec 2, 2:39 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Melissa Owens
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 4, 8:56 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Melissa Owens
Scheduled For: 2025-12-16T15:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Rozier Cole Dec 17, 11:37 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 14h
⏱️
▶
3 6x Labor Added Dec 17, 11:56 PM
6x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Rozier Cole
From: Tech On Site
To: Completed
Duration in Previous: 20m
🏁
Status: Closed by Rozier Cole
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Hannah Shaw Dec 18, 1:06 PM
From: Closed
To: Ready to Bill
Duration in Previous: 13h 7m
⏳ 4.0 business days
📨
Status: Invoice Pending by Hannah Shaw Dec 23, 11:15 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 4d 22h
⚠️ 6.0 business days
💰
▶
2 Status: Invoiced Dec 31, 2:15 PM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-249818

Bottlenecks

Awaiting Parts
Duration: 11.3 business days (threshold: 3.0 business days)
Exceeded by 8.3 business days
Assigned
Duration: 2.5 business days (threshold: 4.0 business hours)
Exceeded by 2.0 business days
Scheduled
Duration: 10.6 business days (threshold: 2.0 business days)
Exceeded by 8.6 business days
Ready to Bill
Duration: 3.7 business days (threshold: 1.0 business days)
Exceeded by 2.7 business days
Invoice Pending
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days

🔗 Related Artifacts

📞
Case 00543761
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Rozier Cole
Scheduled
Dec 16, 10:00 AM
Created
Nov 13, 4:43 PM
Invoice #
SM-249818

Work Details (13)

Name Type Status Qty Amount Date
WL-03006510 Parts Open 1 $0.00 Nov 13, 4:45 PM
WL-03006511 Parts Open 1 $0.00 Nov 13, 4:45 PM
WL-03006512 Parts Open 1 $0.00 Nov 13, 4:45 PM
WL-03006513 Parts Open 1 $0.00 Nov 13, 4:45 PM
WL-03006514 Parts Open 1 $0.00 Nov 13, 4:45 PM
WL-03006515 Parts Open 1 $0.00 Nov 13, 4:45 PM
WL-03006516 Parts Open 1 $0.00 Nov 13, 4:45 PM
WL-03041553 Labor Open 4 $541.00 Dec 17, 11:56 PM
WL-03041554 Labor Open 2.5 $0.00 Dec 17, 11:56 PM
WL-03041555 Expenses Open 1 $2.25 Dec 17, 11:56 PM
WL-03041556 Expenses Open 1 $2.25 Dec 17, 11:56 PM
WL-03041557 Expenses Open 1 $2.25 Dec 17, 11:56 PM
WL-03041558 Expenses Open 1 $2.25 Dec 17, 11:56 PM

Details