Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01317562 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

📍 PETNET Solutions — 1350 Manufacturing St Ste 1, Dallas TX, 75207

Dec 1, 2025 → Dec 6, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 2, 2025
✗ SLA Missed (3 biz days late)
Active: 4 biz days
🕐 Clock stopped: Tech Off Site (Dec 5, 2025)
▶ Clock Running
Status: Created
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Assigned
Dec 1 → Dec 1, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Dec 1 → Dec 5, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 4 of ? biz days used
Created: Dec 1, 2025 Tech Off Site: Dec 5, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 1 → Dec 1 Created ▶ Running 0 0
Dec 1 → Dec 1 Ready for Scheduling ▶ Running 0 0
Dec 1 → Dec 1 Assigned ▶ Running 0 0
Dec 1 → Dec 5 Scheduled ▶ Running 4 4
Dec 5 → Dec 5 Tech On Site ▶ Running 0 4
Dispatch 0.0d
Coordinators 4.4d
Field Work 1.0d
Billing 10.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
4.4 days
Over SLA
Field Work
1.0 days
Billing
10.6 days
Over SLA
Created: Dec 1, 2025 Due: Dec 2, 2025 Completed: Dec 6, 2025 (3 days late)
📅
5.0 days Total Age
⏱️
10.6d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
11.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00547550
6008249465
Closed
28R SYS-LC-1200 Repair Switch on/off button doesn’t stay.
Priority
High
Origin
Web
Reason
New Case
Contact
Pinkey Rahman
Owner
Leona Coonrod
Created
Dec 1, 2025
Work Orders from this Case (1)
WO-01317562 (current) Invoiced
Repair • Maria Davis
Created: Dec 1, 2025 • Closed: Dec 6, 2025
Completed with significant delays
Invoiced • 93 days old
🚨
Primary Delay 10.6 days stuck in "Ready to Bill"
⏱️
Total Delay 11.5 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
1.0d / 0.5d SLA
Scheduled
3.4d / 2.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
10.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12/06/2025 Following, customer support. No travel, mileage and zone or labor. MD


Parts still can't be added in SM



12/04 An email was sent to add parts in SM. MD


12/01 Agilent open SO 11/26 at 07:47 am. MD



Please assign to Maria Davis ARP to site is 53 miles. Zone 2

🔧 Work Performed
12/06/2025 After following up Pinkey states "Everything good" 12/04/2025 system disassembled, column compartment power supply and roads were replaced. Module was assembled back. LC modules were installed back, and all are powered on. Solvent lines were connected and flushed with customers, while doing this column compartment went offline, it had to reset for this system stem will be monitored for few days. Customer will run PQ.
⚠️ Problem Description
28R SYS-LC-1200 Repair Switch on/off button doesn’t stay.
📄 Description
1260 Quaternary Pump
📞 Call Description
DEC 2025 LC REPAIR

Timeline

📞
▶
4 Case Linked Dec 1, 8:59 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01317562
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: Maria Davis
🗓️
▶
2 Status: Scheduled Dec 1, 5:34 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2025-12-03T17:00:00.000+0000
⏳ 3.8 business days
📅
Dispatch Scheduled by Maria Davis Dec 4, 8:47 AM
Scheduled For: 2025-12-04T17:00:00.000+0000
🔧
Status: Tech On Site by Maria Davis Dec 4, 8:23 PM
From: Scheduled, Tech On Site
To: Tech On Site, Tech Off Site
Duration in Previous: 3d 2h, 0m
⏱️
6x Labor Added Dec 4, 8:31 PM
Type: Labor, Travel, Parts
Status: Open
Qty: 2.5, 4, 52, 1
⏳ 1.4 business days
✔️
▶
2 Status: Completed Dec 6, 5:19 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Maria Davis
From: Completed
To: Closed
Duration in Previous: 4m
⏳ 1.0 business days
🔩
Parts Added Dec 8, 9:20 AM
Type: Parts
Status: Open
Qty: 1
🔩
▶
2 2x Parts Added Dec 8, 2:08 PM
2x Parts Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 1d 20h
🚨 11.0 business days
📨
▶
2 Status: Invoice Pending Dec 22, 1:38 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🚨 14.0 business days
🧾
Invoice Created Jan 12, 3:14 PM
Invoice Number: SM-249754

Bottlenecks

Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Scheduled
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days
Ready to Bill
Duration: 10.6 business days (threshold: 1.0 business days)
Exceeded by 9.6 business days

🔗 Related Artifacts

📞
Case 00547550
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Maria Davis
Scheduled
Dec 4, 12:00 PM
Created
Dec 1, 9:00 AM
Invoice #
SM-249754

Work Details (9)

Name Type Status Qty Amount Date
WL-03027264 Labor Open 2.5 $0.00 Dec 4, 8:31 PM
WL-03027265 Labor Open 4 $456.00 Dec 4, 8:31 PM
WL-03027266 Labor Open 2.5 $0.00 Dec 4, 8:31 PM
WL-03027267 Travel Open 52 $359.00 Dec 4, 8:31 PM
WL-03027268 Travel Open 52 $0.00 Dec 4, 8:31 PM
WL-03027269 Parts Open 1 $0.00 Dec 4, 8:31 PM
WL-03029895 Parts Open 1 $0.00 Dec 8, 9:20 AM
WL-03030167 Parts Open 1 $0.00 Dec 8, 2:08 PM
WL-03030168 Parts Open 1 $0.00 Dec 8, 2:08 PM

Details