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WO-01316204 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

📍 Ecolab Inc — 2305 Sherwin St, Garland TX, 75041

Nov 19, 2025 → Dec 6, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 5, 2025
✓ SLA Met (1 biz days early)
Active: 9 biz days
🕐 Clock stopped: Tech Off Site (Dec 4, 2025)
▶ Clock Running
Status: Created
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
9d
▶ Clock Running
Status: Assigned
Nov 19 → Dec 4, 2025
9 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 9 of ? biz days used
Created: Nov 19, 2025 Tech Off Site: Dec 4, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 19 → Nov 19 Created ▶ Running 0 0
Nov 19 → Nov 19 Ready for Scheduling ▶ Running 0 0
Nov 19 → Dec 4 Assigned ▶ Running 9 9
Dec 4 → Dec 4 Scheduled ▶ Running 0 9
Dec 4 → Dec 4 Tech On Site ▶ Running 0 9
Dispatch 0.0d
Coordinators 10.0d
Field Work 2.0d
Billing 10.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
10.0 days
Over SLA
Field Work
2.0 days
Billing
10.6 days
Over SLA
Created: Nov 19, 2025 Due: Dec 5, 2025 Completed: Dec 7, 2025 (1 days late)
📅
11.0 days Total Age
⏱️
10.6d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
19.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545206
6008228293
Closed
28U SYS-LC-1260 Repair Fail gradient Test, uneven steps
Priority
High
Origin
Web
Reason
New Case
Contact
Jorge Zablah
Owner
Leona Coonrod
Created
Nov 19, 2025
Work Orders from this Case (1)
WO-01316204 (current) Invoiced
Repair • Maria Davis
Created: Nov 19, 2025 • Closed: Dec 6, 2025
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 10.6 days stuck in "Ready to Bill"
⏱️
Total Delay 19.1 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
10.0d / 0.5d SLA
Scheduled
0.0d / 2.0d SLA
Tech Off Site
2.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
10.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/06 Due date was 12/06 and service was done 12/94,still asked to set a delay code. MD


12/03 Google map was used to calculate zone. Used part-original returned to Agilent, FEDEX teal waybill 26306620650019

MD


Please assign to Maria Davis ARP to site is 45 miles. Zone 1

🔧 Work Performed
12/03/2025 MGV was replaced, system was thoroughly flushed with H2O. Channel B and D were thoroughly flushed with Acetone trace. Gradient flush and acetone trace test were performed. Tests passed. Initial system configuration was set up.
⚠️ Problem Description
28U SYS-LC-1260 Repair Fail gradient Test, uneven steps
📄 Description
1260 Quaternary Pump
📞 Call Description
DEC 2025 LC REPAIR

Timeline

📞
▶
4 Case Linked Nov 19, 11:19 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01316204
Type: Repair
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
🚨 10.0 business days
🗓️
▶
3 Status: Scheduled Dec 4, 8:50 AM
Status: Scheduled → Dispatch Scheduled → Status: Tech On Site
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-12-03T16:00:00.000+0000
🔧
Status: Tech On Site by Maria Davis
From: Scheduled, Tech On Site
To: Tech On Site, Tech Off Site
Duration in Previous: 1m, 0m
⏳ 2.0 business days
⏱️
▶
2 5x Labor Added Dec 6, 6:42 PM
5x Labor Added → 2x Parts Added
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Dec 6, 7:26 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Maria Davis
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Dec 8, 2:11 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 18h
🚨 11.0 business days
📨
▶
2 Status: Invoice Pending Dec 22, 1:38 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 14.0 business days
🧾
Invoice Created Jan 12, 3:15 PM
Invoice Number: SM-249754

Bottlenecks

Assigned
Duration: 10.0 business days (threshold: 4.0 business hours)
Exceeded by 9.5 business days
Ready to Bill
Duration: 10.6 business days (threshold: 1.0 business days)
Exceeded by 9.6 business days

🔗 Related Artifacts

📞
Case 00545206
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Maria Davis
Scheduled
Dec 3, 11:00 AM
Created
Nov 19, 11:20 AM
Invoice #
SM-249754

Work Details (7)

Name Type Status Qty Amount Date
WL-03029417 Labor Open 2.5 $0.00 Dec 6, 6:42 PM
WL-03029418 Labor Open 5 $570.00 Dec 6, 6:42 PM
WL-03029419 Labor Open 2.5 $0.00 Dec 6, 6:42 PM
WL-03029420 Travel Open 42 $180.00 Dec 6, 6:42 PM
WL-03029421 Travel Open 41 $0.00 Dec 6, 6:42 PM
WL-03029435 Parts Open 1 $0.00 Dec 6, 6:46 PM
WL-03029436 Parts Open 1 $0.00 Dec 6, 6:46 PM

Details