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WO-01316481 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD) • Overhaul • PSM

📍 BRAZONICS — 94 Tide Mill Rd, Hampton NH, 03842

Nov 20, 2025 → Dec 9, 2025

✅ Completed
PSM
SLA Clock
Last business day of November 2025 · Target: Nov 28, 2025
✗ SLA Missed (7 biz days late)
Active: 12 biz days
🕐 Clock stopped: Completed (Dec 10, 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
9d
▶ Clock Running
Status: Assigned
Nov 20 → Dec 5, 2025
9 business days (counted)
Running total: 9 of ? biz days used
3d
▶ Clock Running
Status: Tech On Site
Dec 5 → Dec 10, 2025
3 business days (counted)
Running total: 12 of ? biz days used
Created: Nov 20, 2025 Completed: Dec 10, 2025
Show SLA Clock Detail (4 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 5 Assigned ▶ Running 9 9
Dec 5 → Dec 10 Tech On Site ▶ Running 3 12
Dispatch 0.0d
Holding 4.9d (excluded)
Coordinators 10.1d
Field Work 3.9d
Billing 17.6d
✗ SLA Missed
Dispatch
0.0 days
Holding (excluded from total)
4.9 days
Coordinators
10.1 days
Over SLA
Field Work
3.9 days
Over SLA
Billing
17.6 days
Over SLA
Created: Nov 20, 2025 Due: Dec 4, 2025 Completed: Dec 9, 2025 (4 days late)
📅
12.0 days Total Age
⏱️
10.0d in Assigned Longest Stage
🔄
16 transitions Status Changes
⚠️
23.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
📋
Coordinator Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545364
6008231907
Closed
Billerica will take this call Parts Prediction 11/19/2025 11:25:03 WF-BATCH Agent: WIGEORGE Timestamp: 2025-11-19 11:24:42 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 ____________________ Note 11/19/2025 11:25:03 WF-BATCH Agent: WIGEORGE Timestamp: 2025-11-19 11:24:42 sales Tim Matthias tim.matthias@agilent.com mobile: 413-362-4556 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 field repair; not going into test mode
Priority
Standard
Origin
Email
Reason
New Case
Contact
Sean Therrien
Owner
Leona Coonrod
Created
Nov 19, 2025
Work Orders from this Case (1)
WO-01316481 (current) Invoiced
Overhaul • Minh Huynh
Created: Nov 20, 2025 • Closed: Dec 9, 2025
Completed with significant delays
Invoiced • 104 days old
🚨
Primary Delay 10.0 days stuck in "Assigned"
⏱️
Total Delay 23.3 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
0.1d / 1.0d SLA
Assigned
10.0d / 0.5d SLA
Tech On Site
3.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.9d / 1.0d SLA
Billing Review
5.3d / 2.0d SLA
On Hold
4.9d
Ready to Bill
6.2d / 1.0d SLA
Invoice Pending
6.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12.31.25 hshaw - removed WO from SM-249819 as CRM not closed

12/19/25 lcoonrod

Hannah changed account from AGILENT TECHNOLOGIES (VPD-LEAK) to AGILENT TECHNOLOGIES (VPD) causing it to show on the location not correct report. The location is built for VPD-Leak, account was changed to VPD without location being built for VPD.


12/16/25 MMcNamara SO changed from 6008231907 to  6008289817 for this WO.(Customer Case Number) 


12/11/25 MMcNamara Moved this WO to Hold. Agilent will need to create another SO for us to invoice this WO. I have also changed the order type to Overhaul. 


12.10.25 hshaw - moved WO to BR, chat mMcnamara to clarify Labor item.

Billerica will take this call 

 

11/20/25 lcoonrod all parts have shipped

🔧 Work Performed
Evaluated by Minh. filament#2 passed calibration gain at 7.0 filament#1 burnt out. DS302 Mechanical pump is bad.( At 50 millitorr) 12/5/2025 Cleaned valve block, replaced O-ring and valve pads. Cleaned spec-tube, replaced stack, replaced DS302 Mechanical pump. Installed vacuum system and started. 12/9/2025 Perform fine test procedure, record parameter. Unit leak check ok shut off unit, drained oil from pump, pack up unit, ship it back to customer.
🔍 Technician Findings
FILAMENT, BAD DS302 MECHANICAL PUMP.
⚠️ Problem Description
Billerica will take this call Parts Prediction 11/19/2025 11:25:03 WF-BATCH Agent: WIGEORGE Timestamp: 2025-11-19 11:24:42 670029096 VSFLDHIS VSFLDCL VSFLDOV 695409005 G8603-60002 ____________________ Note 11/19/2025 11:25:03 WF-BATCH Agent: WIGEORGE Timestamp: 2025-11-19 11:24:42 sales Tim Matthias tim.matthias@agilent.com mobile: 413-362-4556 Once the quotation has been accepted, please create a service order, and assign it to the service employee group 98004236 field repair; not going into test mode
📄 Description
Wet, Helium LD MR15
📞 Call Description
VPD Field Repair Trade

Timeline

📞
Case Linked Nov 19, 3:56 PM
Case Number: 00545364
Subject: 6008231907
Status: Closed
📋
▶
2 Work Order Created Nov 20, 9:48 AM
Work Order Created → Status: Ready for Scheduling
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 2m
👷
▶
2 Technician Assigned Nov 20, 10:23 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Kim Pearson
From: Ready for Scheduling
To: Assigned
Duration in Previous: 32m
🚨 10.0 business days
🔧
▶
2 Status: Tech On Site Dec 5, 12:11 PM
Status: Tech On Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 6
🔩
Parts Added Dec 5, 1:49 PM
Type: Parts
Status: Open
Qty: 1
🔩
▶
2 6x Parts Added Dec 5, 2:13 PM
6x Parts Added → Parts Added
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
⏳ 4.0 business days
✔️
▶
2 Status: Completed Dec 10, 9:05 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Minh Huynh
From: Completed
To: Closed
Duration in Previous: 4m
💵
Status: Billing Review by Hannah Shaw Dec 10, 4:25 PM
From: Closed
To: Billing Review
Duration in Previous: 7h 15m
⏸️
Status: On Hold by MICHAEL MCNAMARA Dec 11, 6:43 AM
From: Billing Review
To: On Hold
Duration in Previous: 14h 17m
⏳ 2.0 business days
💵
▶
2 Status: Billing Review Dec 12, 11:31 AM
Status: Billing Review → Status: Billing Review
💵
Status: Billing Review by MICHAEL MCNAMARA
From: On Hold
To: Billing Review
Duration in Previous: 2m
⏸️
Status: On Hold by MICHAEL MCNAMARA Dec 12, 11:36 AM
From: Billing Review
To: On Hold
Duration in Previous: 2m
⏳ 2.9 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Dec 16, 6:59 AM
From: On Hold
To: Ready to Bill
Duration in Previous: 3d 19h
⚠️ 6.0 business days
📨
Status: Invoice Pending by Hannah Shaw Dec 23, 11:19 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 4h
⚠️ 6.0 business days
💵
Status: Billing Review by Yecenia Campos Dec 31, 10:55 AM
From: Invoice Pending
To: Billing Review
Duration in Previous: 7d 23h
⏳ 4.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Jan 6, 8:56 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 5d 22h
📨
Status: Invoice Pending by Hannah Shaw Jan 6, 10:18 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1h 22m
💰
▶
2 Status: Invoiced Jan 6, 11:32 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-250550

Bottlenecks

Assigned
Duration: 10.0 business days (threshold: 4.0 business hours)
Exceeded by 9.5 business days
Tech On Site
Duration: 3.9 business days (threshold: 1.0 business days)
Exceeded by 2.9 business days
Ready to Bill
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days
Invoice Pending
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Billing Review
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00545364
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Overhaul
Branch
ERLA - PROD
Technician
Minh Huynh
Scheduled
N/A
Created
Nov 20, 9:48 AM
Invoice #
SM-250550

Work Details (9)

Name Type Status Qty Amount Date
WL-03027900 Labor Open 6 $960.00 Dec 5, 12:12 PM
WL-03028080 Parts Open 1 $0.00 Dec 5, 1:49 PM
WL-03028121 Parts Open 1 $0.00 Dec 5, 2:13 PM
WL-03028122 Parts Open 1 $0.00 Dec 5, 2:13 PM
WL-03028123 Parts Open 1 $0.00 Dec 5, 2:13 PM
WL-03028124 Parts Open 1 $0.00 Dec 5, 2:13 PM
WL-03028125 Parts Open 1 $0.00 Dec 5, 2:13 PM
WL-03028126 Parts Open 1 $0.00 Dec 5, 2:13 PM
WL-03028127 Parts Open 1 $0.00 Dec 5, 2:16 PM

Details