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WO-01316380 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

📍 Allergan Inc — 8301 Mars Dr, Waco TX, 76712

Nov 19, 2025 → Nov 25, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 21, 2025
✗ SLA Missed (2 biz days late)
Active: 4 biz days
🕐 Clock stopped: Tech Off Site (Nov 25, 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
2d
▶ Clock Running
Status: Assigned
Nov 19 → Nov 23, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 23 → Nov 23, 2025
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 23 → Nov 23, 2025
0 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 23 → Nov 23, 2025
0 business days (counted)
Running total: 2 of ? biz days used
2d
▶ Clock Running
Status: Tech On Site
Nov 23 → Nov 25, 2025
2 business days (counted)
Running total: 4 of ? biz days used
Created: Nov 19, 2025 Tech Off Site: Nov 25, 2025
Show SLA Clock Detail (7 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 → Nov 23 Assigned ▶ Running 2 2
Nov 23 → Nov 23 Scheduled ▶ Running 0 2
Nov 23 → Nov 23 Tech On Site ▶ Running 0 2
Nov 23 → Nov 23 Scheduled ▶ Running 0 2
Nov 23 → Nov 25 Tech On Site ▶ Running 2 4
Dispatch 0.0d
Coordinators 2.3d
Field Work 2.0d
Billing 7.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
2.3 days
Over SLA
Field Work
2.0 days
Over SLA
Billing
7.3 days
Over SLA
Created: Nov 19, 2025 Due: Nov 21, 2025 Completed: Nov 25, 2025 (3 days late)
📅
4.3 days Total Age
⏱️
7.3d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
9.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Maria Davis — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 20, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545381
6008231853
Closed
28U SYS-GC-6890N Repair OTS PN Request
Priority
High
Origin
Web
Reason
New Case
Contact
Rene Palacios
Owner
Leona Coonrod
Created
Nov 19, 2025
Work Orders from this Case (1)
WO-01316380 (current) Invoiced
Repair • Maria Davis
Created: Nov 19, 2025 • Closed: Nov 25, 2025
Completed with minor delays
Invoiced • 105 days old
🚨
Primary Delay 7.3 days stuck in "Ready to Bill"
⏱️
Total Delay 9.2 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
2.3d / 0.5d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
0.9d / 1.0d SLA
Ready to Bill
7.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

11/21 An email was sent an email telling that is a repair SO , and the duplicate SO 6008231884 when parts were ordered and will return to Agilent and SO will be complete and close. Customer will return parts. It was NO delay. MD


11/20 Travel, mileage and zone are on WO-01305709 Tech onsite on 11/20 M..D.


Please assign to Maria Davis ARP to site is 151 miles. Zone 4

🔧 Work Performed
11/20/2025 FID were cold down and assemblies were replaced the cross threaded weldments. FIDs were turned on. Tests were passed.
⚠️ Problem Description
28U SYS-GC-6890N Repair OTS PN Request
📄 Description
6890N Network GC System
📞 Call Description
NOV 2025 GC REPAIR

Timeline

📞
▶
4 Case Linked Nov 19, 4:26 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01316380
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: a0hF00000028i6gIAA, Maria Davis
⏳ 2.9 business days
🔩
2x Parts Added Nov 21, 11:05 AM
Type: Parts
Status: Open
Qty: 1
🔩
Parts Added Nov 21, 11:29 AM
Type: Parts
Status: Open
Qty: 1
⏳ 1.0 business days
🗓️
▶
4 Status: Scheduled Nov 23, 11:18 AM
Status: Scheduled → Dispatch Scheduled → Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-11-19T21:00:00.000+0000
🗓️
Status: Scheduled by Maria Davis
From: Tech On Site, Scheduled
To: Scheduled, Tech On Site
Duration in Previous: 0m
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-11-20T21:00:00.000+0000
⏱️
Labor Added Nov 23, 1:33 PM
Type: Labor
Status: Open
Qty: 3.5
⏳ 2.0 business days
🚗
Status: Tech Off Site by Maria Davis Nov 25, 8:28 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1d 21h
✔️
Status: Completed by Maria Davis Nov 25, 8:41 AM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 12m, 0m
📄
Status: Ready to Bill by Hannah Shaw Nov 25, 4:15 PM
From: Closed
To: Ready to Bill
Duration in Previous: 7h 33m
⚠️ 8.0 business days
📨
▶
3 Status: Invoice Pending Dec 8, 3:42 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-248486

Bottlenecks

Assigned
Duration: 2.3 business days (threshold: 4.0 business hours)
Exceeded by 1.8 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 7.3 business days (threshold: 1.0 business days)
Exceeded by 6.3 business days

🔗 Related Artifacts

📞
Case 00545381
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Maria Davis
Scheduled
Nov 20, 4:00 PM
Created
Nov 19, 4:26 PM
Invoice #
SM-248486

Work Details (4)

Name Type Status Qty Amount Date
WL-03016212 Parts Open 1 $0.00 Nov 21, 11:05 AM
WL-03016213 Parts Open 1 $0.00 Nov 21, 11:05 AM
WL-03016250 Parts Open 1 $0.00 Nov 21, 11:29 AM
WL-03017685 Labor Open 3.5 $399.00 Nov 23, 1:33 PM

Details