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WO-01317595 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 University of Texas — 6000 Harry Hines Blvd., Dallas TX, 75235

Dec 1, 2025 → Feb 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (17 biz days early)
Active: 43 biz days
🕐 Clock stopped: Completed (Feb 3, 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 13, 2025
9 business days (counted)
Running total: 9 of ? biz days used
33d
▶ Clock Running
Status: Scheduled
Dec 13 → Feb 2, 2026
33 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 2 → Feb 3, 2026
1 business day (counted)
Running total: 43 of ? biz days used
Created: Dec 1, 2025 Completed: Feb 3, 2026
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 13 Assigned ▶ Running 9 9
Dec 13 → Feb 2 Scheduled ▶ Running 33 42
Feb 2 → Feb 3 Tech On Site ▶ Running 1 43
Dispatch 0.0d
Coordinators 43.0d
Field Work 1.2d
Billing 19.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
43.0 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
19.0 days
Over SLA
Created: Dec 1, 2025 Due: Feb 28, 2026 Completed: Feb 3, 2026 (25 days early)
📅
43.6 days Total Age
⏱️
33.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
58.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547572
6008180330
Closed
28R SYS-GC-7820 Contract ends 12/12/2026 repair included PM G4350A CN13472022 Agilent 7820A GC System G4567A CN15110017 7650 ALS
Priority
High
Origin
Web
Reason
New Case
Contact
Paulina Gonzalez
Owner
Leona Coonrod
Created
Dec 1, 2025
Work Orders from this Case (1)
WO-01317595 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Dec 1, 2025 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 93 days old
🚨
Primary Delay 33.0 days stuck in "Scheduled"
⏱️
Total Delay 58.7 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
10.0d / 0.5d SLA
Scheduled
33.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
19.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/02 2nd call of today, travel, mileage and zone are on WO-01324485



Please assign to Maria Davis

ARP to site is 56 miles. Zone 2

🔧 Work Performed
02/02/2026 GC PM was completed per Agilent. Parts replaced, All tests passed. Method was loaded and stabilized. Customer ran a sample.
⚠️ Problem Description
28R SYS-GC-7820 Contract ends 12/12/2026 repair included PM G4350A CN13472022 Agilent 7820A GC System G4567A CN15110017 7650 ALS
📄 Description
Agilent 7820A GC System
📞 Call Description
FEB 2026 GC PM

Timeline

📞
Case Linked Dec 1, 9:55 AM
Case Number: 00547572
Subject: 6008180330
Status: Closed
📋
▶
3 Work Order Created Dec 1, 10:15 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
🚨 10.0 business days
🗓️
▶
2 Status: Scheduled Dec 13, 11:03 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-01-30T14:00:00.000+0000
🚨 32.9 business days
📅
Dispatch Scheduled by Maria Davis Feb 2, 7:30 AM
Scheduled For: 2026-02-02T19:00:00.000+0000
🔧
Status: Tech On Site by Maria Davis Feb 2, 2:19 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 51d 3h
⏱️
3x Labor Added Feb 2, 11:31 PM
Type: Labor, Parts
Status: Open
Qty: 3, 2
✔️
▶
2 Status: Completed Feb 2, 11:38 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Maria Davis
From: Completed
To: Closed
Duration in Previous: 3m
📄
Status: Ready to Bill by Hannah Shaw Feb 3, 9:57 AM
From: Closed
To: Ready to Bill
Duration in Previous: 10h 15m
🚨 18.8 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: 10.0 business days (threshold: 4.0 business hours)
Exceeded by 9.5 business days
Scheduled
Duration: 33.0 business days (threshold: 2.0 business days)
Exceeded by 31.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.3 business hours
Ready to Bill
Duration: 19.0 business days (threshold: 1.0 business days)
Exceeded by 18.0 business days

🔗 Related Artifacts

📞
Case 00547572
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Feb 2, 2:00 PM
Created
Dec 1, 10:15 AM
Invoice #
SM-255302

Work Details (3)

Name Type Status Qty Amount Date
WL-03089029 Labor Open 3 $285.00 Feb 2, 11:31 PM
WL-03089030 Parts Open 2 $0.00 Feb 2, 11:31 PM
WL-03089031 Parts Open 2 $0.00 Feb 2, 11:31 PM

Details