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WO-01317583 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Cain Food Industries Inc — 8401 Sovereign Row, Dallas TX, 75247

Dec 1, 2025 → Feb 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✗ SLA Missed (8 biz days late)
Active: 49 biz days
🕐 Clock stopped: Completed (Feb 11, 2026)
▶ 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
9d
▶ Clock Running
Status: Assigned
Dec 1 → Dec 12, 2025
9 business days (counted)
Running total: 9 of ? biz days used
23d
▶ Clock Running
Status: Scheduled
Dec 12 → Jan 19, 2026
23 business days (counted)
Running total: 32 of ? biz days used
11d
▶ Clock Running
Status: Reschedule
Jan 19 → Feb 3, 2026
11 business days (counted)
Running total: 43 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 10, 2026
5 business days (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 49 of ? biz days used
Created: Dec 1, 2025 Completed: Feb 11, 2026
Show SLA Clock Detail (7 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 12 Assigned ▶ Running 9 9
Dec 12 → Jan 19 Scheduled ▶ Running 23 32
Jan 19 → Feb 3 Reschedule ▶ Running 11 43
Feb 3 → Feb 10 Scheduled ▶ Running 5 48
Feb 10 → Feb 11 Tech On Site ▶ Running 1 49
Dispatch 0.0d
Coordinators 50.1d
Field Work 1.5d
Billing 12.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
50.1 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
12.0 days
Over SLA
Created: Dec 1, 2025 Due: Jan 31, 2026 Completed: Feb 11, 2026 (10 days late)
📅
49.5 days Total Age
⏱️
24.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
56.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547553
6008249865
Closed
20L SYS-LC-1260IIE Contract ends 10/08/2026 repair included PM G1310A-A DE11103874 1100 Isocratic Pump 1314A JP11615250 1100 VWD G1316A-A DE11122467 1100 Thermostatted Column Compartment G7129AR DEAEQ06803 Agil Cert Pre-own 1260 Inf. II V Sampler G7110B DEAGK02251 1260 Infinity II Isocratic Pump
Priority
High
Origin
Phone
Reason
New Case
Contact
Denise Tran
Owner
Leona Coonrod
Created
Dec 1, 2025
Work Orders from this Case (1)
WO-01317583 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Dec 1, 2025 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 93 days old
🚨
Primary Delay 24.0 days stuck in "Scheduled"
⏱️
Total Delay 56.0 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
9.5d / 0.5d SLA
Scheduled
30.0d / 2.0d SLA
Reschedule
10.6d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
12.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/10 Google map was used to calculate zone. MD


Please assign to Maria Davis ARP to site is 58 miles. Zone 2

🔧 Work Performed
02/10/2026 LC PM was completed per Agilent. Pump seals were and flush thoroughly with IPA due to leak tests failed, after some time leak test, pressure test at pump and CC passed. System was flushed with Water and all VWD tests passed. Customer’s method was loaded and stabilized for some, customer ran a sequence and while injecting sample the needle bent, in was replaced. Sequence finished and results as expected.
⚠️ Problem Description
20L SYS-LC-1260IIE Contract ends 10/08/2026 repair included PM G1310A-A DE11103874 1100 Isocratic Pump 1314A JP11615250 1100 VWD G1316A-A DE11122467 1100 Thermostatted Column Compartment G7129AR DEAEQ06803 Agil Cert Pre-own 1260 Inf. II V Sampler G7110B DEAGK02251 1260 Infinity II Isocratic Pump
📄 Description
1100 Isocratic Pump
📞 Call Description
JAN 2026 LC PM

Timeline

📞
Case Linked Dec 1, 9:05 AM
Case Number: 00547553
Subject: 6008249865
Status: Closed
📋
▶
3 Work Order Created Dec 1, 9:43 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
⚠️ 9.0 business days
🗓️
▶
2 Status: Scheduled Dec 11, 11:06 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-01-20T16:00:00.000+0000
🚨 24.1 business days
🔄
Status: Reschedule by Maria Davis Jan 19, 2:32 PM
From: Scheduled
To: Reschedule
Duration in Previous: 38d 15h
🚨 10.0 business days
🗓️
▶
2 Status: Scheduled Feb 2, 11:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-02-11T16:00:00.000+0000
⚠️ 6.0 business days
🔧
Status: Tech On Site by Maria Davis Feb 10, 10:22 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 10h
🚗
6x Travel Added Feb 10, 9:56 PM
Type: Travel, Parts
Status: Open
Qty: 56, 55, 1
⏱️
3x Labor Added Feb 10, 10:02 PM
Type: Labor
Status: Open
Qty: 2.5
✔️
Status: Completed by Maria Davis Feb 10, 10:21 PM
From: Tech On Site
To: Completed
Duration in Previous: 11h 58m
🏁
Status: Closed by Maria Davis Feb 10, 10:38 PM
From: Completed
To: Closed
Duration in Previous: 16m
⏳ 2.2 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 12, 8:38 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 10h
🚨 11.8 business days
📨
▶
3 Status: Invoice Pending Mar 2, 6:40 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255302
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m

Bottlenecks

Assigned
Duration: 9.5 business days (threshold: 4.0 business hours)
Exceeded by 9.0 business days
Scheduled
Duration: 24.0 business days (threshold: 2.0 business days)
Exceeded by 22.0 business days
Reschedule
Duration: 10.6 business days (threshold: 2.0 business days)
Exceeded by 8.6 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days

🔗 Related Artifacts

📞
Case 00547553
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Feb 11, 11:00 AM
Created
Dec 1, 9:43 AM
Invoice #
SM-255302

Work Details (9)

Name Type Status Qty Amount Date
WL-03100376 Travel Open 56 $359.00 Feb 10, 9:56 PM
WL-03100377 Travel Open 55 $0.00 Feb 10, 9:56 PM
WL-03100378 Parts Open 1 $0.00 Feb 10, 9:56 PM
WL-03100379 Parts Open 1 $0.00 Feb 10, 9:56 PM
WL-03100380 Parts Open 1 $0.00 Feb 10, 9:56 PM
WL-03100381 Parts Open 1 $0.00 Feb 10, 9:56 PM
WL-03100389 Labor Open 2.5 $0.00 Feb 10, 10:02 PM
WL-03100390 Labor Open 5 $513.00 Feb 10, 10:02 PM
WL-03100391 Labor Open 2.5 $0.00 Feb 10, 10:02 PM

Details