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WO-01315503 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Cain Food Industries Inc — 8401 Sovereign Row, Dallas TX, 75247

Nov 17, 2025 → Feb 11, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✗ SLA Missed (9 biz days late)
Active: 58 biz days
🕐 Clock stopped: Completed (Feb 12, 2026)
▶ Clock Running
Status: Created
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
17d
▶ Clock Running
Status: Assigned
Nov 17 → Dec 12, 2025
17 business days (counted)
Running total: 17 of ? biz days used
23d
▶ Clock Running
Status: Scheduled
Dec 12 → Jan 19, 2026
23 business days (counted)
Running total: 40 of ? biz days used
11d
▶ Clock Running
Status: Reschedule
Jan 19 → Feb 3, 2026
11 business days (counted)
Running total: 51 of ? biz days used
6d
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 11, 2026
6 business days (counted)
Running total: 57 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 11 → Feb 12, 2026
1 business day (counted)
Running total: 58 of ? biz days used
Created: Nov 17, 2025 Completed: Feb 12, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Nov 17 → Nov 17 Created ▶ Running 0 0
Nov 17 → Nov 17 Ready for Scheduling ▶ Running 0 0
Nov 17 → Dec 12 Assigned ▶ Running 17 17
Dec 12 → Jan 19 Scheduled ▶ Running 23 40
Jan 19 → Feb 3 Reschedule ▶ Running 11 51
Feb 3 → Feb 11 Scheduled ▶ Running 6 57
Feb 11 → Feb 12 Tech On Site ▶ Running 1 58
Dispatch 0.0d
Coordinators 58.5d
Field Work 1.5d
Billing 12.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
58.5 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
12.5 days
Over SLA
Created: Nov 17, 2025 Due: Jan 31, 2026 Completed: Feb 12, 2026 (11 days late)
📅
58.5 days Total Age
⏱️
24.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
61.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Maria Davis — scheduling delays attributed to technician, not coordinators
Visit 1 Feb 10, 2026
Visit 2 Feb 11, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544326
6008155788
Closed
20L SYS-LC-1260II Contract ends 10/08/2026 repair included PM G7114A DEACX19974 1260 Infinity II VW Detector G7129A DEAEQ36660 1260 Infinity II Vialsampler G7110B DEAGK01497 1260 Infinity II Isocratic Pump G7130A DEBA705590 Integrated Column Compartment
Priority
High
Origin
Web
Reason
New Case
Contact
Sara Villarreal
Owner
Leona Coonrod
Created
Nov 17, 2025
Work Orders from this Case (1)
WO-01315503 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Nov 17, 2025 • Closed: Feb 11, 2026
Completed with significant delays
Invoiced • 107 days old
🚨
Primary Delay 24.0 days stuck in "Scheduled"
⏱️
Total Delay 61.9 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
17.5d / 0.5d SLA
Scheduled
30.4d / 2.0d SLA
Reschedule
10.6d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
3.5d / 2.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2.12.26 hshaw - moved WO to BR, waiting for mService to close. TBA $816.00

02/11 Google map was used to calculate zone. MD


02/10 @nd call of today. Travel, mileage and zone are on WO-01317583. MD


Please assign to Maria Davis ARP to site is 58 miles. Zone 2

🔧 Work Performed
02/11/2026 LC Infinity II PM was completed per Agilent. All parts were replaced. System was flushed with IPA, leak test failed, after few try still failed, pump was check and piston insulators were replaced, likes from damper to outlet valve and pump house were re-sit, likely has been overtight, system was flushed with IPA, leak/pressure Tests passed. ICC test passed. Intensity Test failed, customer provided lamp and it was replaced, system was flushed with H2O and all tests passed. 02/10/2026 LC PM started.
⚠️ Problem Description
20L SYS-LC-1260II Contract ends 10/08/2026 repair included PM PM only - customer supplies the UV lamp PM only - customer supplies the UV lamp G7114A DEACX19974 1260 Infinity II VW Detector G7129A DEAEQ36660 1260 Infinity II Vialsampler G7110B DEAGK01497 1260 Infinity II Isocratic Pump G7130A DEBA705590 Integrated Column Compartment
📄 Description
1260 Infinity II Isocratic Pump
📞 Call Description
JAN 225 LC PM

Timeline

📞
▶
4 Case Linked Nov 17, 8:35 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01315503
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: Maria Davis
🚨 17.0 business days
🗓️
▶
2 Status: Scheduled Dec 11, 11:05 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-01-19T16:00:00.000+0000
🚨 24.1 business days
🔄
Status: Reschedule by Maria Davis Jan 19, 2:31 PM
From: Scheduled
To: Reschedule
Duration in Previous: 38d 15h
🚨 10.0 business days
🗓️
▶
2 Status: Scheduled Feb 2, 11:45 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-02-10T16:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Maria Davis Feb 10, 10:00 AM
Scheduled For: 2026-02-11T16:00:00.000+0000
🔧
▶
2 Status: Tech On Site Feb 10, 10:06 PM
Status: Tech On Site → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🔩
5x Parts Added Feb 10, 10:15 PM
Type: Parts
Status: Open
Qty: 1, 2
⏱️
6x Labor Added Feb 11, 9:53 PM
Type: Labor, Travel
Status: Open
Qty: 2, 3, 56, 55
✔️
Status: Completed by Maria Davis Feb 11, 10:12 PM
From: Tech On Site
To: Completed
Duration in Previous: 1d 0h
🏁
Status: Closed by Maria Davis Feb 11, 10:38 PM
From: Completed
To: Closed
Duration in Previous: 25m
💵
Status: Billing Review by Hannah Shaw Feb 12, 8:59 AM
From: Closed
To: Billing Review
Duration in Previous: 10h 21m
⏳ 3.0 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 17, 11:17 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 5d 14h
⚠️ 8.9 business days
📨
▶
3 Status: Invoice Pending Mar 2, 6:40 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255302
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m

Bottlenecks

Assigned
Duration: 17.5 business days (threshold: 4.0 business hours)
Exceeded by 17.0 business days
Scheduled
Duration: 24.0 business days (threshold: 2.0 business days)
Exceeded by 22.0 business days
Reschedule
Duration: 10.6 business days (threshold: 2.0 business days)
Exceeded by 8.6 business days
Scheduled
Duration: 6.4 business days (threshold: 2.0 business days)
Exceeded by 4.4 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Billing Review
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00544326
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Feb 11, 11:00 AM
Created
Nov 17, 8:35 AM
Invoice #
SM-255302

Work Details (12)

Name Type Status Qty Amount Date
WL-03100393 Expenses Open 1 $0.00 Feb 10, 10:09 PM
WL-03100394 Parts Open 1 $0.00 Feb 10, 10:15 PM
WL-03100395 Parts Open 1 $0.00 Feb 10, 10:15 PM
WL-03100396 Parts Open 2 $0.00 Feb 10, 10:15 PM
WL-03100397 Parts Open 1 $0.00 Feb 10, 10:15 PM
WL-03100398 Parts Open 1 $0.00 Feb 10, 10:15 PM
WL-03102217 Labor Open 2 $0.00 Feb 11, 9:53 PM
WL-03102218 Labor Open 3 $456.00 Feb 11, 9:53 PM
WL-03102219 Labor Open 2 $0.00 Feb 11, 9:53 PM
WL-03102220 Labor Open 2 $0.00 Feb 11, 9:53 PM
WL-03102221 Travel Open 56 $359.00 Feb 11, 9:53 PM
WL-03102222 Travel Open 55 $0.00 Feb 11, 9:53 PM

Details