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WO-01317167 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Nov 25, 2025 → Dec 16, 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 13.8d
Field Work 1.6d
Billing 12.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
13.8 days
Over SLA
Field Work
1.6 days
Over SLA
Billing
12.3 days
Over SLA
Created: Nov 25, 2025 Due: Dec 31, 2025 Completed: Dec 17, 2025 (14 days early)
📅
14.4 days Total Age
⏱️
12.3d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
23.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 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 15, 2025
Visit 2 Dec 16, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546706
6008242894
Closed
28R SYS-GM-5975T Contract ends 07/31/2026 repair included PM G2913A CN63735600 7683B Autoinjector Module G2614A CN61739584 7683 Autosampler tray module G1530N CN10642081 6890N Network GC System 3171A US63224340 5975C inert MSD Std. turbo EI mainframe
Priority
High
Origin
Web
Reason
New Case
Contact
Jesika Patel
Owner
Leona Coonrod
Created
Nov 25, 2025
Work Orders from this Case (1)
WO-01317167 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Nov 25, 2025 • Closed: Dec 16, 2025
Completed with significant delays
Invoiced • 99 days old
🚨
Primary Delay 12.3 days stuck in "Ready to Bill"
⏱️
Total Delay 23.1 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
6.8d / 0.5d SLA
Scheduled
7.0d / 2.0d SLA
Tech On Site
1.5d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
12.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/16 Google map was used to calculate zone. 1st call of today. GCMS#5 MD


12/15 2nd call of today. Travel, mileage and zone are on WO-01315889.

1st Tech onsite. Missed to click it on SM. working 2 system besides the actual physical job is unpractical. Distract a lot, speakig for myself.


MD



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

🔧 Work Performed
12/16/2025 Ion source was cleaned; GC parts were replaced. Mechanical pump's oil was replaced . System was pumped down and stabilized for some time. No air leak, H2O and N2 little above the limit. MS will be backed overnight. 12/15/2025 GCMS PM started. MS was tuned and vented.
⚠️ Problem Description
28R SYS-GM-5975T Contract ends 07/31/2026 repair included PM G2913A CN63735600 7683B Autoinjector Module G2614A CN61739584 7683 Autosampler tray module G1530N CN10642081 6890N Network GC System 3171A US63224340 5975C inert MSD Std. turbo EI mainframe
📄 Description
6890N Network GC System
📞 Call Description
DEC 2025 GC PM

Timeline

📞
▶
4 Case Linked Nov 25, 12:17 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01317167
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: Maria Davis
⚠️ 7.0 business days
🗓️
▶
2 Status: Scheduled Dec 6, 5:53 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-12-17T16:00:00.000+0000
⚠️ 6.0 business days
🔩
7x Parts Added Dec 15, 1:24 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 Labor Added Dec 15, 10:11 PM
Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🔧
Status: Tech On Site by Maria Davis Dec 16, 10:17 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 16h
🚗
Status: Tech Off Site by Maria Davis Dec 16, 11:02 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 12h 44m
⏱️
5x Labor Added Dec 16, 11:11 PM
Type: Labor, Travel
Status: Open
Qty: 3, 3.5, 64, 63
✔️
Status: Completed by Maria Davis Dec 16, 11:27 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 25m, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 17, 4:51 PM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 22m
🚨 12.9 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: 6.8 business days (threshold: 4.0 business hours)
Exceeded by 6.3 business days
Scheduled
Duration: 7.0 business days (threshold: 2.0 business days)
Exceeded by 5.0 business days
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours
Ready to Bill
Duration: 12.3 business days (threshold: 1.0 business days)
Exceeded by 11.3 business days

🔗 Related Artifacts

📞
Case 00546706
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Dec 17, 11:00 AM
Created
Nov 25, 12:17 PM
Invoice #
SM-250617

Work Details (14)

Name Type Status Qty Amount Date
WL-03038014 Parts Open 1 $0.00 Dec 15, 1:24 PM
WL-03038015 Parts Open 1 $0.00 Dec 15, 1:24 PM
WL-03038016 Parts Open 1 $0.00 Dec 15, 1:24 PM
WL-03038017 Parts Open 1 $0.00 Dec 15, 1:24 PM
WL-03038018 Parts Open 1 $0.00 Dec 15, 1:24 PM
WL-03038019 Parts Open 1 $0.00 Dec 15, 1:24 PM
WL-03038020 Parts Open 1 $0.00 Dec 15, 1:24 PM
WL-03038727 Labor Open 2 $0.00 Dec 15, 10:11 PM
WL-03038728 Expenses Open 1 $0.00 Dec 15, 10:12 PM
WL-03040230 Labor Open 3 $0.00 Dec 16, 11:11 PM
WL-03040231 Labor Open 3.5 $570.00 Dec 16, 11:11 PM
WL-03040232 Labor Open 3 $0.00 Dec 16, 11:11 PM
WL-03040233 Travel Open 64 $359.00 Dec 16, 11:11 PM
WL-03040234 Travel Open 63 $0.00 Dec 16, 11:11 PM

Details