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WO-01317165 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Quest Diagnostics Incorporated — 4770 Regent Blvd, Irving TX, 75063

Nov 25, 2025 → Dec 17, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (9 biz days early)
Active: 14 biz days
🕐 Clock stopped: Tech Off Site (Dec 17, 2025)
▶ Clock Running
Status: Created
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
6d
▶ Clock Running
Status: Assigned
Nov 25 → Dec 6, 2025
6 business days (counted)
Running total: 6 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Dec 6 → Dec 16, 2025
7 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 16 → Dec 17, 2025
1 business day (counted)
Running total: 14 of ? biz days used
Created: Nov 25, 2025 Tech Off Site: Dec 17, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 25 → Nov 25 Created ▶ Running 0 0
Nov 25 → Nov 25 Ready for Scheduling ▶ Running 0 0
Nov 25 → Dec 6 Assigned ▶ Running 6 6
Dec 6 → Dec 16 Scheduled ▶ Running 7 13
Dec 16 → Dec 17 Tech On Site ▶ Running 1 14
Dispatch 0.0d
Coordinators 13.9d
Field Work 2.6d
Billing 11.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
13.9 days
Over SLA
Field Work
2.6 days
Over SLA
Billing
11.6 days
Over SLA
Created: Nov 25, 2025 Due: Dec 31, 2025 Completed: Dec 17, 2025 (14 days early)
📅
14.9 days Total Age
⏱️
11.6d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
22.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 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 Dec 16, 2025
Visit 2 Dec 17, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546702
6008242893
Closed
28R SYS-GM-5975T Contract ends 07/31/2026 repair included PM G3171A US62724348 5975C inert MSD Std. turbo EI mainframe G2614A CN72244177 7683 Autosampler tray module G1530N CN10642080 6890N Network GC System G2913A CN63735599 7683B Autoinjector Module
Priority
High
Origin
Web
Reason
New Case
Contact
Jesika Patel
Owner
Leona Coonrod
Created
Nov 25, 2025
Work Orders from this Case (1)
WO-01317165 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Nov 25, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 99 days old
🚨
Primary Delay 11.6 days stuck in "Ready to Bill"
⏱️
Total Delay 22.8 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
Assigned
6.9d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
1.6d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
11.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/17 Google map was used to calculate zone. MD


12/16 GCMS6. 2nd call of today. Travel, mileage and zone are on WO-01317167. GCMS#6. MD



Please assign to Maria Davis ARP to site is 65 miles. Zone 2

🔧 Work Performed
12/17/2025 GCMS PM completed per Agilent Ion source was cleaned. GC parts were replaced. Rough pump oil was replaced. System was pumping down and stabilized for some time Autotune and Tune Evaluation OK. 12/16/2025 GCMS PM started.
⚠️ Problem Description
28R SYS-GM-5975T Contract ends 07/31/2026 repair included PM G3171A US62724348 5975C inert MSD Std. turbo EI mainframe G2614A CN72244177 7683 Autosampler tray module G1530N CN10642080 6890N Network GC System G2913A CN63735599 7683B Autoinjector Module
📄 Description
6890N Network GC System
📞 Call Description
DEC 2025 GC PM

Timeline

📞
▶
4 Case Linked Nov 25, 12:02 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01317165
Type: Preventive Maintenance
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
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Dec 6, 5:52 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-12-16T16:00:00.000+0000
⚠️ 6.0 business days
🔩
4x Parts Added Dec 15, 1:15 PM
Type: Parts
Status: Open
Qty: 1
🔧
Status: Tech On Site by Maria Davis Dec 16, 10:16 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 16h
⏱️
2x Labor Added Dec 16, 11:33 PM
Type: Labor, Expenses
Status: Open
Qty: 2, 1
🚗
Status: Tech Off Site by Maria Davis Dec 17, 12:05 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 13h 48m
🚗
Travel Added Dec 17, 11:36 AM
Type: Travel
Status: Open
Qty: 63
⏱️
▶
2 3x Labor Added Dec 17, 5:46 PM
3x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3.5
✔️
Status: Completed by Maria Davis Dec 17, 5:52 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 17h 47m, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 18, 2:01 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 7m
🚨 12.0 business days
📨
▶
3 Status: Invoice Pending Jan 6, 4:26 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-250617
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 6.9 business days (threshold: 4.0 business hours)
Exceeded by 6.4 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Tech On Site
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 5.1 business hours
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Ready to Bill
Duration: 11.6 business days (threshold: 1.0 business days)
Exceeded by 10.6 business days

🔗 Related Artifacts

📞
Case 00546702
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Dec 16, 11:00 AM
Created
Nov 25, 12:02 PM
Invoice #
SM-250617

Work Details (11)

Name Type Status Qty Amount Date
WL-03037994 Parts Open 1 $0.00 Dec 15, 1:15 PM
WL-03037995 Parts Open 1 $0.00 Dec 15, 1:15 PM
WL-03037996 Parts Open 1 $0.00 Dec 15, 1:15 PM
WL-03037997 Parts Open 1 $0.00 Dec 15, 1:15 PM
WL-03040259 Labor Open 2 $0.00 Dec 16, 11:33 PM
WL-03040260 Expenses Open 1 $0.00 Dec 16, 11:33 PM
WL-03040481 Travel Open 63 $359.00 Dec 17, 11:36 AM
WL-03041074 Labor Open 3 $0.00 Dec 17, 5:46 PM
WL-03041075 Labor Open 2 $0.00 Dec 17, 5:46 PM
WL-03041076 Travel Open 64 $0.00 Dec 17, 5:46 PM
WL-03041093 Labor Open 3.5 $570.00 Dec 17, 5:49 PM

Details