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WO-01315911 ↗ ServiceMax

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

📍 Abbott Laboratories — 6035 Stoneridge Dr, Pleasanton CA, 94588

Nov 18, 2025 → Dec 14, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (1 biz days late)
Active: 8 biz days
Paused: 8 biz days
🕐 Clock stopped: Tech Off Site (Dec 12, 2025)
▶ Clock Running
Status: Created
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸8d
⏸ Clock Paused
Status: Awaiting Parts
Nov 18 → Dec 2, 2025
8 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 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Dec 2 → Dec 11, 2025
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 11 → Dec 12, 2025
1 business day (counted)
Running total: 8 of ? biz days used
Created: Nov 18, 2025 Tech Off Site: Dec 12, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Nov 18 → Nov 18 Created ▶ Running 0 0
Nov 18 → Dec 2 Awaiting Parts ⏸ Paused 8
Dec 2 → Dec 2 Ready for Scheduling ▶ Running 0 0
Dec 2 → Dec 2 Assigned ▶ Running 0 0
Dec 2 → Dec 11 Scheduled ▶ Running 7 7
Dec 11 → Dec 12 Tech On Site ▶ Running 1 8
Dispatch 0.0d
Material Management 9.0d
Coordinators 7.6d
Field Work 3.5d
Billing 5.5d
✗ SLA Missed
Dispatch
0.0 days
Material Management
9.0 days
Over SLA
Coordinators
7.6 days
Over SLA
Field Work
3.5 days
Over SLA
Billing
5.5 days
Over SLA
Created: Nov 18, 2025 Due: Dec 30, 2025 Completed: Dec 15, 2025 (15 days early)
📅
17.5 days Total Age
⏱️
9.0d in Awaiting Parts Longest Stage
🔄
13 transitions Status Changes
⚠️
12.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
30 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 10, 2025
Visit 2 Dec 11, 2025
Visit 3 Dec 12, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00544336
6007927419
Closed
Note 11/17/2025 12:37:24 MOHPANDE [11-17-2025 ATI RM TEAM Mohit Pandey] This is related to part VSFLDDP qty 1 ordered on SO 6007927419 under STO 4104782978, as the part is 0 stock in Memphis and will have to be backordered. Kindly confirm, how soon do you need the part because part needs to be hotline/procure from Germany warehouse. If it is not urgent, we will follow the process and expedite it to get it sooner from elsewhere. Hello Eng-Siang, Please advise the best ETA to the LC for normal supplied material. ____________________ Note 11/17/2025 09:10:47 WIGEORGE field pm ____________________ Note 10/29/2025 09:49:53 CHIR Customer issued PO for work to be delivered in 2026. Setting to Deliver Solution with due by December 2026. We expect customer to contact us when they want the PM. ____________________ Note 07/08/2025 11:03:58 WF-BATCH Agent: WIGEORGE Timestamp: 2025-07-08 11:03:47 trade services; not a real quotation; this is an estimate to be used for their 2026 budget 07/14/2025 Shubham Srivastava QOF/HCPO/FSP PO Received on : 07/14/2025 PO# 4100068303 NTE Amount: USD 3,195.05 Response/Terms: STD / Net 90 Days Tax Status: Taxable Invoicing Address : St Jude Medical Cardiology Division Inc 100 Abbott Park Rd ABBOTT PARK IL 60064-3502 USA Please see attachment for details/ PO attached at SR/SO level—Routed to WLA. PO Acknowledgement sent.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Dan Watnick
Owner
Leona Coonrod
Created
Nov 17, 2025
Work Orders from this Case (1)
WO-01315911 (current) Invoiced
Preventive Maintenance • Kwame Cobb
Created: Nov 18, 2025 • Closed: Dec 14, 2025
Completed with significant delays
Invoiced • 106 days old
🚨
Primary Delay 9.0 days stuck in "Awaiting Parts"
⏱️
Total Delay 12.8 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
9.0d / 3.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Scheduled
7.5d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
1.5d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
0.7d / 1.0d SLA
Invoice Pending
2.3d / 2.0d SLA
Invoiced
1.3d
Billing Review
0.1d / 2.0d SLA
WO Correction Needed
1.2d

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12.18.25 hshaw - removed from SM-249149 and will rebill.

12.18.25 Hshaw - zone 6 is missing

12-2 Mburris emailed back to POC Dan that that date and time is still good

12/2/25 lcoonrod

Per Daniel: Yea we got the parts. Can we get the tech scheduled on the calendar? We had 12/11 tentatively penciled in, does that still work by any chance?


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

11/18/25 lcoonrod part VSFLDDP has not shipped yet.

🔧 Work Performed
Completed Service Tasks: Inspection and Cleaning Performed a comprehensive inspection and cleaning of: Spectrometer Valve block Manifold Component Replacement: Replaced ion source and filaments Installed new O-rings and seals where required System Verification: Verified integrity of the vacuum system Performed helium sensitivity check Completed full system calibration Calibrated Leak Maintenance: Replaced the calibrated leak Supplied ISO traceable certificate for the new calibrated leak
🔍 Technician Findings
As found: Unit in work lab
⚠️ Problem Description
Note 11/17/2025 12:37:24 MOHPANDE [11-17-2025 ATI RM TEAM Mohit Pandey] This is related to part VSFLDDP qty 1 ordered on SO 6007927419 under STO 4104782978, as the part is 0 stock in Memphis and will have to be backordered. Kindly confirm, how soon do you need the part because part needs to be hotline/procure from Germany warehouse. If it is not urgent, we will follow the process and expedite it to get it sooner from elsewhere. Hello Eng-Siang, Please advise the best ETA to the LC for normal supplied material. ____________________ Note 11/17/2025 09:10:47 WIGEORGE field pm ____________________ Note 10/29/2025 09:49:53 CHIR Customer issued PO for work to be delivered in 2026. Setting to Deliver Solution with due by December 2026. We expect customer to contact us when they want the PM. ____________________ Note 07/08/2025 11:03:58 WF-BATCH Agent: WIGEORGE Timestamp: 2025-07-08 11:03:47 trade services; not a real quotation; this is an estimate to be used for their 2026 budget 07/14/2025 Shubham Srivastava QOF/HCPO/FSP PO Received on : 07/14/2025 PO# 4100068303 NTE Amount: USD 3,195.05 Response/Terms: STD / Net 90 Days Tax Status: Taxable Invoicing Address : St Jude Medical Cardiology Division Inc 100 Abbott Park Rd ABBOTT PARK IL 60064-3502 USA Please see attachment for details/ PO attached at SR/SO level—Routed to WLA. PO Acknowledgement sent.
📄 Description
VS PD03 Portable Leak Detector
📞 Call Description
VPD Field PMTrade

Timeline

📞
Case Linked Nov 17, 9:14 AM
Case Number: 00544336
Subject: 6007927419
Status: Closed
2.0 business days
📋
3 Work Order Created Nov 18, 11:18 AM
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
⚠️ 9.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Dec 2, 2:19 PM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 14d 2h
👷
3 Technician Assigned Dec 2, 3:00 PM
Technician Assigned → Status: Assigned → Dispatch Scheduled
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling, Assigned
To: Assigned, Scheduled
Duration in Previous: 41m, 0m
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-11T15:00:00.000+0000
2.0 business days
💵
2x Expenses Added Dec 3, 5:19 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 5.8 business days
⏱️
6x Labor Added Dec 10, 10:02 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 1, 10
🔧
Status: Tech On Site by Kwame Cobb Dec 11, 10:34 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 8d 19h
⏱️
2x Labor Added Dec 11, 11:28 AM
Type: Labor, Travel
Status: Open
Qty: 1, 10
⏱️
2 2x Labor Added Dec 12, 3:16 AM
2x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Kwame Cobb
From: Tech On Site
To: Tech Off Site
Duration in Previous: 16h 43m
1.0 business days
⏱️
Labor Added Dec 14, 8:15 PM
Type: Labor
Status: Open
Qty: 8
💵
2 8x Expenses Added Dec 14, 8:26 PM
8x Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Kwame Cobb Dec 14, 10:56 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 2d 19h, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 15, 11:14 AM
From: Closed
To: Ready to Bill
Duration in Previous: 12h 17m
📨
Status: Invoice Pending by Hannah Shaw Dec 15, 4:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 5h 16m
2.9 business days
💰
Status: Invoiced by Hannah Shaw Dec 17, 4:53 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 2d 0h
1.9 business days
💵
Status: Billing Review by Yecenia Campos Dec 18, 5:09 PM
From: Invoiced
To: Billing Review
Duration in Previous: 1d 0h
✏️
Status: WO Correction Needed by Hannah Shaw Dec 18, 5:36 PM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 26m
🚗
Travel Added Dec 19, 10:09 AM
Type: Travel
Status: Open
Qty: 330
📄
Status: Ready to Bill by Hannah Shaw Dec 19, 10:56 AM
From: WO Correction Needed
To: Ready to Bill
Duration in Previous: 17h 19m
💰
Status: Invoiced by Hannah Shaw Dec 19, 11:04 AM
From: Ready to Bill
To: Invoiced
Duration in Previous: 7m
2.0 business days
🧾
Invoice Created Dec 22, 10:19 AM
Invoice Number: SM-249149

Bottlenecks

Awaiting Parts
Duration: 9.0 business days (threshold: 3.0 business days)
Exceeded by 6.0 business days
Scheduled
Duration: 7.5 business days (threshold: 2.0 business days)
Exceeded by 5.5 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Invoice Pending
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00544336
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Dec 11, 10:00 AM
Created
Nov 18, 11:18 AM
Invoice #
SM-249149

Work Details (30)

Name Type Status Qty Amount Date
WL-03011041 Parts Open 1 $0.00 Nov 18, 11:21 AM
WL-03011042 Parts Open 1 $0.00 Nov 18, 11:21 AM
WL-03011043 Parts Open 1 $0.00 Nov 18, 11:21 AM
WL-03011044 Parts Open 1 $0.00 Nov 18, 11:21 AM
WL-03011045 Parts Open 1 $0.00 Nov 18, 11:21 AM
WL-03011046 Parts Open 1 $0.00 Nov 18, 11:21 AM
WL-03011047 Parts Open 1 $0.00 Nov 18, 11:21 AM
WL-03025435 Expenses Open 1 $6.00 Dec 3, 5:19 PM
WL-03025436 Expenses Open 1 $345.98 Dec 3, 5:19 PM
WL-03033630 Labor Open 1 $0.00 Dec 10, 10:02 PM
WL-03033631 Expenses Open 1 $436.98 Dec 10, 10:02 PM
WL-03033632 Expenses Open 1 $50.00 Dec 10, 10:02 PM
WL-03033633 Expenses Open 1 $50.00 Dec 10, 10:02 PM
WL-03033634 Expenses Open 1 $25.00 Dec 10, 10:02 PM
WL-03033635 Travel Open 10 $150.00 Dec 10, 10:02 PM
WL-03034009 Labor Open 1 $0.00 Dec 11, 11:28 AM
WL-03034010 Travel Open 10 $150.00 Dec 11, 11:28 AM
WL-03035478 Labor Open 6.5 $541.00 Dec 12, 3:16 AM
WL-03035479 Labor Open 0.5 $0.00 Dec 12, 3:16 AM
WL-03037462 Labor Open 8 $0.00 Dec 14, 8:15 PM
WL-03037467 Expenses Open 1 $29.95 Dec 14, 8:26 PM
WL-03037468 Expenses Open 1 $21.99 Dec 14, 8:26 PM
WL-03037470 Expenses Open 1 $91.36 Dec 14, 8:26 PM
WL-03037471 Expenses Open 1 $119.00 Dec 14, 8:26 PM
WL-03037472 Expenses Open 1 $50.00 Dec 14, 8:26 PM
WL-03037469 Expenses Open 1 $29.99 Dec 14, 8:26 PM
WL-03037465 Expenses Open 1 $30.96 Dec 14, 8:26 PM
WL-03037466 Expenses Open 1 $50.96 Dec 14, 8:26 PM
WL-03037473 Expenses Open 1 $6.98 Dec 14, 8:28 PM
WL-03043151 Travel Open 330 $800.00 Dec 19, 10:09 AM

Details