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WO-01318097 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Cerilliant Corp — 811 Paloma Dr Ste A, Round Rock TX, 78665

Dec 2, 2025 → Feb 3, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (16 biz days early)
Active: 43 biz days
🕐 Clock stopped: Completed (Feb 4, 2026)
▶ Clock Running
Status: Created
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
30d
▶ Clock Running
Status: Assigned
Dec 2 → Jan 15, 2026
30 business days (counted)
Running total: 30 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Jan 15 → Feb 3, 2026
12 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 43 of ? biz days used
Created: Dec 2, 2025 Completed: Feb 4, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 2 → Dec 2 Created ▶ Running 0 0
Dec 2 → Dec 2 Ready for Scheduling ▶ Running 0 0
Dec 2 → Jan 15 Assigned ▶ Running 30 30
Jan 15 → Feb 3 Scheduled ▶ Running 12 42
Feb 3 → Feb 4 Tech On Site ▶ Running 1 43
Dispatch 0.0d
Coordinators 43.3d
Field Work 1.3d
Billing 17.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
43.3 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
17.3 days
Over SLA
Created: Dec 2, 2025 Due: Feb 28, 2026 Completed: Feb 4, 2026 (24 days early)
📅
43.3 days Total Age
⏱️
30.3d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
57.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547920
6008152891
Closed
28R SYS-LC-1200 Contract ends 08/31/2026 repair included PM G1329A DE64767135 1200 Series Standard Autosampler G1314B DE71361752 1260 Variable Wavelength Detector VL G1311A-B DE62965335 1200 Series Quaternary Pump G1316A-B DE63068814 1200 Thermostatted Column Compartment G1330B-B DE60563430 1200 Cooled Thermostatted ALS G1322AR JP73012198 Agilent Cert. Pre-owned Degasser
Priority
High
Origin
Web
Reason
New Case
Contact
Zoe Ruan
Owner
Leona Coonrod
Created
Dec 2, 2025
Work Orders from this Case (1)
WO-01318097 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 2, 2025 • Closed: Feb 3, 2026
Completed with significant delays
Invoiced • 92 days old
🚨
Primary Delay 30.3 days stuck in "Assigned"
⏱️
Total Delay 57.4 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
30.3d / 0.5d SLA
Scheduled
13.0d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
17.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez ARP to site is 101 miles. Zone 3
🔧 Work Performed
Performed annual LC maintenance per PM checklist. Lamp intensity test failed. Sample thermostat was not functioning properly. Swapped thermostat with another unit with the same model number. The SN of the new thermostat is DEBAK00169. Verified functionality of new thermostat.
⚠️ Problem Description
28R SYS-LC-1200 Contract ends 08/31/2026 repair included PM G1329A DE64767135 1200 Series Standard Autosampler G1314B DE71361752 1260 Variable Wavelength Detector VL G1311A-B DE62965335 1200 Series Quaternary Pump G1316A-B DE63068814 1200 Thermostatted Column Compartment G1330B-B DE60563430 1200 Cooled Thermostatted ALS G1322AR JP73012198 Agilent Cert. Pre-owned Degasser
📄 Description
LC 1200 System
📞 Call Description
FEB 2025 LC PM

Timeline

📞
▶
2 Case Linked Dec 2, 8:38 AM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01318097
Type: Preventive Maintenance
Priority: PC
📅
▶
2 Status: Ready for Scheduling Dec 2, 8:43 AM
Status: Ready for Scheduling → Technician Assigned
👷
Technician Assigned by Leona Coonrod
Technician: Jose Gutierrez
🚨 30.0 business days
🗓️
▶
2 Status: Scheduled Jan 14, 9:31 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-02-03T15:00:00.000+0000
🚨 13.3 business days
🔧
Status: Tech On Site by Jose Gutierrez Feb 3, 10:53 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 13h
⏱️
▶
3 5x Labor Added Feb 3, 9:29 PM
5x Labor Added → 3x Parts Added → Status: Completed
🔩
3x Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 10h 39m, 0m
📄
Status: Ready to Bill by Hannah Shaw Feb 4, 4:44 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 11m
🚨 17.7 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: 30.3 business days (threshold: 4.0 business hours)
Exceeded by 29.8 business days
Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Ready to Bill
Duration: 17.3 business days (threshold: 1.0 business days)
Exceeded by 16.3 business days

🔗 Related Artifacts

📞
Case 00547920
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Feb 3, 10:00 AM
Created
Dec 2, 8:43 AM
Invoice #
SM-255302

Work Details (8)

Name Type Status Qty Amount Date
WL-03090517 Labor Open 2.5 $0.00 Feb 3, 9:29 PM
WL-03090515 Labor Open 2.5 $0.00 Feb 3, 9:29 PM
WL-03090516 Labor Open 4.5 $456.00 Feb 3, 9:29 PM
WL-03090519 Travel Open 115 $0.00 Feb 3, 9:30 PM
WL-03090518 Travel Open 115 $539.00 Feb 3, 9:30 PM
WL-03090520 Parts Open 1 $0.00 Feb 3, 9:31 PM
WL-03090522 Parts Open 1 $0.00 Feb 3, 9:31 PM
WL-03090521 Parts Open 1 $0.00 Feb 3, 9:31 PM

Details