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WO-01315889 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Quest Diagnostics Incorporated — 4770 Regent Blvd, Irving TX, 75063

Nov 18, 2025 → Dec 15, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (10 biz days early)
Active: 18 biz days
🕐 Clock stopped: Completed (Dec 16, 2025)
▶ Clock Running
Status: Created
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Nov 18 → Nov 25, 2025
5 business days (counted)
Running total: 5 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Nov 25 → Dec 15, 2025
12 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 15 → Dec 16, 2025
1 business day (counted)
Running total: 18 of ? biz days used
Created: Nov 18, 2025 Completed: Dec 16, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 18 → Nov 18 Created ▶ Running 0 0
Nov 18 → Nov 18 Ready for Scheduling ▶ Running 0 0
Nov 18 → Nov 25 Assigned ▶ Running 5 5
Nov 25 → Dec 15 Scheduled ▶ Running 12 17
Dec 15 → Dec 16 Tech On Site ▶ Running 1 18
Dispatch 0.0d
Coordinators 19.0d
Field Work 1.2d
Billing 4.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
19.0 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
4.7 days
Over SLA
Created: Nov 18, 2025 Due: Dec 31, 2025 Completed: Dec 16, 2025 (15 days early)
📅
18.4 days Total Age
⏱️
13.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
20.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544657
6008087293
Closed
28R SYS-GM-5973T Contract ends 07/31/2026 repair included PM G2613A US33421582 7683 Autoinjector module G2578A US21854024 5973 Inert MSD Standard-Turbo EI Mainfrm G1530N US10242088 6890N Network GC System G2614A CN24222083 7683 Autosampler tray module
Priority
High
Origin
Phone
Reason
New Case
Contact
N/A
Owner
Leona Coonrod
Created
Nov 18, 2025
Work Orders from this Case (1)
WO-01315889 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Nov 18, 2025 • Closed: Dec 15, 2025
Completed with significant delays
Invoiced • 106 days old
🚨
Primary Delay 13.0 days stuck in "Scheduled"
⏱️
Total Delay 20.4 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
6.0d / 0.5d SLA
Scheduled
13.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
4.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/15 Google map was used to calculate zone. MD


Please assign to Maria Davis ARP to site is 65 miles. Zone 2

🔧 Work Performed
12/15/2025 GCMS PM completed per Agilent. MS was tune and vented. Ion source was cleaned. GC parts were replaced. Ion source was cleaned. Mechanical mump oil was replaced. System was pump down and stabilized for some time. Air and water is high, after stabilizing more, Autotune sent an error acquiring peaks N2 and O2 is high, system is known for this, side door was vent at arrival, MS was vented and door was re-sit and source was re-assembly. System pump down and stabilized, issues with tune, tune from ms setup was loaded in tune files, MS tunes now and Autotune looks ok. N2 is reduced around 11%
⚠️ Problem Description
28R SYS-GM-5973T Contract ends 07/31/2026 repair included PM G2613A US33421582 7683 Autoinjector module G2578A US21854024 5973 Inert MSD Standard-Turbo EI Mainfrm G1530N US10242088 6890N Network GC System G2614A CN24222083 7683 Autosampler tray module
📄 Description
6890N Network GC System
📞 Call Description
DEC 2025 GC PM

Timeline

📞
▶
5 Case Linked Nov 18, 9:13 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Status: Assigned → Technician Assigned
📋
Work Order Created
Work Order: WO-01315889
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
Status: Assigned by Kaitlyn Kelch
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
👷
Technician Assigned by Kaitlyn Kelch
Technician: Maria Davis
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Nov 25, 9:00 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-12-15T15:00:00.000+0000
🚨 13.0 business days
🔧
▶
2 Status: Tech On Site Dec 15, 12:56 PM
Status: Tech On Site → 5x Parts Added
🔩
5x Parts Added
Type: Parts
Status: Open
Qty: 1
⏱️
5x Labor Added Dec 15, 10:05 PM
Type: Labor, Travel
Status: Open
Qty: 2.5, 6, 63
✔️
Status: Completed by Maria Davis Dec 15, 10:27 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 9h 31m, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 16, 1:14 PM
From: Closed
To: Ready to Bill
Duration in Previous: 14h 46m
⚠️ 5.0 business days
📨
▶
3 Status: Invoice Pending Dec 22, 1:38 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-249754
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 6.0 business days (threshold: 4.0 business hours)
Exceeded by 5.5 business days
Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Ready to Bill
Duration: 4.7 business days (threshold: 1.0 business days)
Exceeded by 3.7 business days

🔗 Related Artifacts

📞
Case 00544657
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Dec 15, 10:00 AM
Created
Nov 18, 9:13 AM
Invoice #
SM-249754

Work Details (10)

Name Type Status Qty Amount Date
WL-03037965 Parts Open 1 $0.00 Dec 15, 1:00 PM
WL-03037966 Parts Open 1 $0.00 Dec 15, 1:00 PM
WL-03037967 Parts Open 1 $0.00 Dec 15, 1:00 PM
WL-03037968 Parts Open 1 $0.00 Dec 15, 1:00 PM
WL-03037969 Parts Open 1 $0.00 Dec 15, 1:00 PM
WL-03038722 Labor Open 2.5 $0.00 Dec 15, 10:05 PM
WL-03038723 Labor Open 2.5 $0.00 Dec 15, 10:05 PM
WL-03038724 Labor Open 6 $570.00 Dec 15, 10:05 PM
WL-03038725 Travel Open 63 $359.00 Dec 15, 10:05 PM
WL-03038726 Travel Open 63 $0.00 Dec 15, 10:05 PM

Details