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← WO Overview

WO-01316457 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

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

Nov 20, 2025 → Dec 2, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 21, 2025
✗ SLA Missed (6 biz days late)
Active: 7 biz days
🕐 Clock stopped: Completed (Dec 3, 2025)
▶ Clock Running
Status: Created
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Assigned
Nov 20 → Dec 3, 2025
7 business days (counted)
Running total: 7 of ? biz days used
Created: Nov 20, 2025 Completed: Dec 3, 2025
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Nov 20 → Nov 20 Created ▶ Running 0 0
Nov 20 → Nov 20 Ready for Scheduling ▶ Running 0 0
Nov 20 → Dec 3 Assigned ▶ Running 7 7
Dispatch 0.0d
Coordinators 7.5d
Field Work 0.0d
Billing 2.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.5 days
Over SLA
Field Work
0.0 days
Billing
2.4 days
Over SLA
Created: Nov 20, 2025 Due: Nov 21, 2025 Completed: Dec 3, 2025 (11 days late)
📅
7.5 days Total Age
⏱️
7.5d in Assigned Longest Stage
🔄
6 transitions Status Changes
⚠️
8.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545490
6008231884
Closed
28U SYS-GC-6890N Repair GC FID send to Maria Davis
Priority
High
Origin
Web
Reason
New Case
Contact
Vivian Gonzalez
Owner
Leona Coonrod
Created
Nov 20, 2025
Work Orders from this Case (1)
WO-01316457 (current) Invoiced
Repair • Maria Davis
Created: Nov 20, 2025 • Closed: Dec 2, 2025
Completed with minor delays
Invoiced • 104 days old
🚨
Primary Delay 7.5 days stuck in "Assigned"
⏱️
Total Delay 8.4 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
Assigned
7.5d / 0.5d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
2.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/02 I asked with the duplicated SO to add the part on 11/21 and still can't add the part in SM.

WO will be missing the part.


12/02 Duplicated SO. Parts were; not delivered while onside. FEDEX delayed they were delivered on 11/22, Rene was out and he is the one that will help returning the parts to Agilent. I will close the SO to be returned. Attached is an email where all the curt has copied.



MD


11/25/25 RBerry- Sent teams message to DCarvalho advising this WO is not scheduled yet and due in Nov.


11/21 Duplicated SO, I ordered parts sn SO 6008231853. MD


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

🔧 Work Performed
12/01/2025 Duplicate SO, Parts were delayed by FEDEX and customer Rene Palacios will return the parts tp Agilent See email attached.
🔍 Technician Findings
SO has to be returned to Agilent. Duplicate SO
⚠️ Problem Description
28U SYS-GC-6890N Repair GC FID send to Maria Davis
📄 Description
6890N Network GC System
📞 Call Description
NOV 2025 GC REPAIR

Timeline

📞
Case Linked Nov 20, 8:23 AM
Case Number: 00545490
Subject: 6008231884
Status: Closed
📋
▶
3 Work Order Created Nov 20, 8:35 AM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
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
⚠️ 7.0 business days
🔩
Parts Added Dec 2, 10:31 PM
Type: Parts
Status: Open
Qty: 1
✔️
▶
2 Status: Completed Dec 2, 10:43 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Maria Davis
From: Completed
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Hannah Shaw Dec 3, 3:36 PM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 50m
⏳ 3.0 business days
📨
▶
3 Status: Invoice Pending Dec 5, 12:59 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
🧾
Invoice Created
Invoice Number: SM-248374

Bottlenecks

Assigned
Duration: 7.5 business days (threshold: 4.0 business hours)
Exceeded by 7.0 business days
Ready to Bill
Duration: 2.4 business days (threshold: 1.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00545490
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Maria Davis
Scheduled
N/A
Created
Nov 20, 8:35 AM
Invoice #
SM-248374

Work Details (1)

Name Type Status Qty Amount Date
WL-03024462 Parts Open 1 $0.00 Dec 2, 10:31 PM

Details