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WO-01318305 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Overhaul • PSM

📍 Synrad Inc — 4600 Campus Pl, MUKILTEO WA, 98275

Dec 2, 2025 → Feb 5, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (8 biz days late)
Active: 29 biz days
Paused: 15 biz days
🕐 Clock stopped: Tech Off Site (Feb 5, 2026)
▶ Clock Running
Status: Created
Dec 2 → Dec 2, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸ Clock Paused
Status: Awaiting Parts
Dec 2 → Dec 5, 2025
3 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 5 → Dec 8, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 1 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Dec 8 → Dec 25, 2025
12 business days (counted)
Running total: 13 of ? biz days used
⏸9d
⏸ Clock Paused
Status: Awaiting Parts
Dec 25 → Jan 8, 2026
9 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 8 → Jan 13, 2026
3 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 16 of ? biz days used
⏸3d
⏸ Clock Paused
Status: Awaiting Parts
Jan 13 → Jan 19, 2026
3 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 19 → Jan 20, 2026
1 business day (counted)
Running total: 17 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Jan 20 → Feb 3, 2026
10 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Feb 4 → Feb 4, 2026
0 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 4 → Feb 5, 2026
1 business day (counted)
Running total: 29 of ? biz days used
Created: Dec 2, 2025 Tech Off Site: Feb 5, 2026
Show SLA Clock Detail (15 periods)
Period Status Clock Biz Days Running Total
Dec 2 → Dec 2 Created ▶ Running 0 0
Dec 2 → Dec 5 Awaiting Parts ⏸ Paused 3 —
Dec 5 → Dec 8 Ready for Scheduling ▶ Running 1 1
Dec 8 → Dec 8 Assigned ▶ Running 0 1
Dec 8 → Dec 25 Scheduled ▶ Running 12 13
Dec 25 → Jan 8 Awaiting Parts ⏸ Paused 9 —
Jan 8 → Jan 13 Ready for Scheduling ▶ Running 3 16
Jan 13 → Jan 13 Assigned ▶ Running 0 16
Jan 13 → Jan 13 Ready for Scheduling ▶ Running 0 16
Jan 13 → Jan 19 Awaiting Parts ⏸ Paused 3 —
Jan 19 → Jan 20 Ready for Scheduling ▶ Running 1 17
Jan 20 → Feb 3 Scheduled ▶ Running 10 27
Feb 3 → Feb 4 Tech On Site ▶ Running 1 28
Feb 4 → Feb 4 Tech Off Site ▶ Running 0 28
Feb 4 → Feb 5 Tech On Site ▶ Running 1 29
Dispatch 0.0d
Material Management 15.8d
Coordinators 31.2d
Field Work 5.5d
Billing 13.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
15.8 days
Over SLA
Coordinators
31.2 days
Over SLA
Field Work
5.5 days
Over SLA
Billing
13.7 days
Over SLA
Created: Dec 2, 2025 Due: Feb 2, 2026 Completed: Feb 6, 2026 (3 days late)
📅
45.0 days Total Age
⏱️
12.2d in Scheduled Longest Stage
🔄
20 transitions Status Changes
⚠️
40.8d over Total Delay
📦
1 orders, 0 quotes Parts & Quotes
📝
47 lines Work Details
🚩
6 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
6 On-Site Visits
6 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 16, 2025
Visit 2 Dec 17, 2025
Visit 3 Feb 2, 2026
Visit 4 Feb 3, 2026
Visit 5 Feb 4, 2026
Visit 6 Feb 5, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00547978
6008260947
Closed
Parts Prediction 12/02/2025 10:42:06 WF-BATCH Agent: PIERCEB Timestamp: 2025-12-02 09:41:53 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP X3815-67000 EX8699367 ____________________ Note 12/02/2025 10:42:06 WF-BATCH Agent: PIERCEB Timestamp: 2025-12-02 09:41:53 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Ron Neikirk; ron.neikirk@agilent.com; Mobile: 360-281-3249. Turbo pump is only reaching 6000 rpm
Priority
Standard
Origin
Email
Reason
New Case
Contact
Will Jackson
Owner
Leona Coonrod
Created
Dec 2, 2025
Work Orders from this Case (1)
WO-01318305 (current) Invoiced
Overhaul • Kwame Cobb
Created: Dec 2, 2025 • Closed: Feb 5, 2026
Completed with significant delays
Invoiced • 92 days old
🚨
Primary Delay 12.2 days stuck in "Scheduled"
⏱️
Total Delay 40.8 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
Awaiting Parts
15.8d / 3.0d SLA
Ready for Scheduling
7.7d / 1.0d SLA
Assigned
0.4d / 0.5d SLA
Scheduled
23.1d / 2.0d SLA
Tech On Site
3.4d / 1.0d SLA
Tech Off Site
2.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
1.2d / 2.0d SLA
Ready to Bill
4.5d / 1.0d SLA
Invoice Pending
8.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2.6.26 hshaw - missing receipts for all expenses in Feb

1-20 Mburris email from POC Will to set appt 2-2 7am.....That date and time works for us.

 

For my contact information, could you use the number (206) 714-3252 instead.

 

Best regards,

 

Will Jackson

Manufacturing Engineer

Novanta, Synrad

4600 Campus Pl, Mukilteo, WA 98275

1-20 Mburris email set to POC

1/19/26 lcoonrod

All the parts you listed have arrived. The parts are staged with the leak detector in a work area set up for the technician.

Will Jackson


1/16/26 lcoonrod sent email to location to confirm all parts have been received.

way bill 396132055672Delivered Wednesday, 12/3/25 at 11:17 AM Signed for by: L.Gambelway bill 396144996464Delivered Wednesday, 12/3/25 at 11:17 AM Signed for by: L.Gambelway bill 396144996464Delivered Wednesday, 12/3/25 at 11:17 AM Signed for by: L.Gambelway bill 396145170388Delivered Wednesday, 12/3/25 at 11:17 AM Signed for by: L.Gambelway bill 887210099094Delivered Thursday, 12/18/25 at 1:11 PM Signed for by: L.Gambel


670029096CLEANING KIT FOR VACUUM + SPEC TUBEVSFLDHISHOT ION SOURCE KITVSFLDCLVS SERIES CALIBRATED LEAK REPLACEMENTVSFLDOVVS SERIES, VALVE BLOCK O-RING KITVSFLDDPDiaphragm Pump Maintenance KitX3815-67000IDP-15 Tip Seal Replacement KitEX8699367EXCHANGE TURBO-V70LP FOR VS LEAK DETECT.VPISOL1205060SOLENOID, VPI, 115/120V 50/60HZG8610-69008EXCH-Spectrometer Assembly



1/13/26 RBerry- Placing WO back into awaiting parts status. We have not received tracking information for additional parts order by technician.


1/13/26 RBerry- Chattered: @Leona Coonrod​ I see that you moved this WO from awaiting parts to RFS but I do not see an update on the additional parts that the tech had ordered from Agilent. Per the tech notes these parts were on backorder until 1/8/26. Can you please follow up with Agilent on the parts. I am placing this WO back into awaiting parts until you receive customer confirmation on the additional parts needed. Thank you!@Michael Burris​  @Stephanie Ramen​ 


1/8/26 lcoornod

I do not see that any additional parts have been ordered or sent.

way bill 396132055672 Delivered Wednesday, 12/3/25 at 11:17 AM Signed for by: L.Gambel

way bill 396144996464 Delivered Wednesday, 12/3/25 at 11:17 AM Signed for by: L.Gambel

way bill 396145170388 Delivered Wednesday, 12/3/25 at 11:17 AM Signed for by: L.Gambel



12/26/25 lcoonrod per chatter from Michael, Additional parts are needed.


12/26/25 lcoonrod

WO moved back to awaiting parts. sent chatter to M Burris to see if more parts are being ordered.

12-8 Mburris email from POC Will Jackson to set appt tech is out of town on another VDP WO

12-8 Mb urris email sent to POC

12/5/25 lcoonrod

We just received the Agilent parts yesterday. Please let me know when you'd like to schedule the service visit.

Best regards,

 Will Jackson


WO-01318305

12/3/25 lcoonrod

396132055672 DELIVERY DATE Wednesday Estimated between 8:00 AM - 12:00 PM

396144996464 Your package is still on the way and we’re actively working to get you a new delivery date.

396145170388 DELIVERY DATE Wednesday Estimated between 8:00 AM - 12:00 PM


12/2/25 lcoonrod parts have not shipped yet.

🔧 Work Performed
Service Findings and Actions: The turbo molecular pump was not achieving nominal operating speed and was limited to approximately 6000 RPM. The turbo pump was replaced. During installation of new filaments, mechanical damage was identified on the filament coupler. Further inspection determined that the spec-tube assembly is compromised and requires replacement. Agilent Technical Support was contacted to initiate procurement of the replacement spec-tube assembly. The component is currently on backorder with an estimated availability of 01/08/2026. The customer has been informed that system repair is pending receipt of the required part.
🔍 Technician Findings
As found: Unit in work lab.
⚠️ Problem Description
Parts Prediction 12/02/2025 10:42:06 WF-BATCH Agent: PIERCEB Timestamp: 2025-12-02 09:41:53 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP X3815-67000 EX8699367 ____________________ Note 12/02/2025 10:42:06 WF-BATCH Agent: PIERCEB Timestamp: 2025-12-02 09:41:53 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Ron Neikirk; ron.neikirk@agilent.com; Mobile: 360-281-3249. Turbo pump is only reaching 6000 rpm
📄 Description
HLD BD15 Dry Helium Leak
📞 Call Description
VPD Field Overhaul Trade

Timeline

📞
Case Linked Dec 2, 10:55 AM
Case Number: 00547978
Subject: 6008260947
Status: Closed
📋
▶
3 Work Order Created Dec 2, 3:47 PM
Work Order Created → 8x Parts Added → Status: Awaiting Parts
🔩
8x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
⏳ 4.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Dec 5, 9:33 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 2d 17h
⏳ 2.0 business days
👷
▶
2 Technician Assigned Dec 8, 2:08 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 3d 4h
🗓️
▶
2 Status: Scheduled Dec 8, 5:40 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-12-17T15:00:00.000+0000
⚠️ 5.8 business days
💵
2x Expenses Added Dec 15, 11:22 AM
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Dec 16, 9:02 AM
Type: Expenses
Status: Open
Qty: 1
💵
Expenses Added Dec 16, 9:07 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
⏱️
4x Labor Added Dec 17, 4:47 PM
Type: Labor, Travel
Status: Open
Qty: 10, 0.5, 1200
⏱️
Labor Added Dec 17, 10:27 PM
Type: Labor
Status: Open
Qty: 5
⏳ 2.2 business days
💵
Expenses Added Dec 21, 8:45 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
📦
▶
2 Parts Requested Dec 25, 6:39 PM
Parts Requested → Status: Awaiting Parts
📦
Status: Awaiting Parts by Kwame Cobb
From: Scheduled
To: Awaiting Parts
Duration in Previous: 17d 0h
⚠️ 9.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Jan 8, 9:17 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 13d 14h
⏳ 4.0 business days
👷
▶
2 Status: Assigned Jan 13, 9:59 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
📦
▶
2 Status: Awaiting Parts Jan 13, 3:27 PM
Status: Awaiting Parts → Parts Added
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
⏳ 4.0 business days
🔩
Parts Added Jan 16, 3:31 PM
Type: Parts
Status: Open
Qty: 1
⏳ 1.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Jan 19, 8:40 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 5d 17h
⏳ 1.0 business days
🗓️
▶
2 Status: Scheduled Jan 20, 11:42 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-02T15:00:00.000+0000
⚠️ 5.0 business days
🔩
2x Parts Added Jan 26, 4:19 PM
Type: Parts, Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
💵
3x Expenses Added Jan 29, 12:46 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
🔧
Status: Tech On Site by Kwame Cobb Feb 3, 11:38 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 23h
⏱️
6x Labor Added Feb 3, 11:43 AM
Type: Labor, Expenses, Travel
Status: Open
Qty: 10, 0.5, 1150
🚗
▶
2 Status: Tech Off Site Feb 4, 11:21 AM
Status: Tech Off Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 7, 0.5
🔧
Status: Tech On Site by Kwame Cobb Feb 4, 3:06 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 3h 44m
🚗
▶
2 Status: Tech Off Site Feb 5, 10:49 AM
Status: Tech Off Site → 4x Labor Added
⏱️
4x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 1, 2.5, 30
💵
2x Expenses Added Feb 5, 10:55 AM
Type: Expenses
Status: Open
Qty: 1
💵
6x Expenses Added Feb 5, 11:06 AM
Type: Expenses
Status: Open
Qty: 1
⏱️
▶
3 2x Labor Added Feb 5, 11:53 PM
2x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Kwame Cobb
From: Tech Off Site
To: Completed
Duration in Previous: 13h 4m
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 1m
💵
Status: Billing Review by Hannah Shaw Feb 6, 5:29 PM
From: Closed
To: Billing Review
Duration in Previous: 17h 33m
⏳ 1.6 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Feb 9, 6:02 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 2d 12h
⏳ 4.0 business days
📨
Status: Invoice Pending by Hannah Shaw Feb 12, 11:05 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 3d 17h
⚠️ 8.1 business days
💰
▶
2 Status: Invoiced Feb 25, 11:08 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-253781

Bottlenecks

Awaiting Parts
Duration: 3.4 business days (threshold: 3.0 business days)
Exceeded by 3.2 business hours
Ready for Scheduling
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Scheduled
Duration: 12.2 business days (threshold: 2.0 business days)
Exceeded by 10.2 business days
Awaiting Parts
Duration: 9.0 business days (threshold: 3.0 business days)
Exceeded by 6.0 business days
Ready for Scheduling
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Awaiting Parts
Duration: 3.4 business days (threshold: 3.0 business days)
Exceeded by 3.5 business hours
Scheduled
Duration: 10.9 business days (threshold: 2.0 business days)
Exceeded by 8.9 business days
Tech On Site
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.4 business hours
Tech On Site
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.9 business hours
Ready to Bill
Duration: 4.5 business days (threshold: 1.0 business days)
Exceeded by 3.5 business days
Invoice Pending
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days

🔗 Related Artifacts

📞
Case 00547978
Closed
📦
Parts Order 00087325
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Overhaul
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Feb 2, 10:00 AM
Created
Dec 2, 3:47 PM
Invoice #
SM-253781

Work Details (47)

Name Type Status Qty Amount Date
WL-03023823 Parts Open 1 $0.00 Dec 2, 3:50 PM
WL-03023822 Parts Open 1 $0.00 Dec 2, 3:50 PM
WL-03023824 Parts Open 1 $0.00 Dec 2, 3:50 PM
WL-03023825 Parts Open 1 $0.00 Dec 2, 3:50 PM
WL-03023826 Parts Open 1 $0.00 Dec 2, 3:50 PM
WL-03023827 Parts Open 1 $0.00 Dec 2, 3:50 PM
WL-03023828 Parts Open 1 $0.00 Dec 2, 3:50 PM
WL-03023829 Parts Open 1 $0.00 Dec 2, 3:50 PM
WL-03037843 Expenses Open 1 $687.42 Dec 15, 11:22 AM
WL-03037845 Expenses Open 1 $325.06 Dec 15, 11:22 AM
WL-03038922 Expenses Open 1 $144.99 Dec 16, 9:02 AM
WL-03038929 Expenses Open 1 $50.00 Dec 16, 9:07 AM
WL-03040953 Labor Open 10 $0.00 Dec 17, 4:47 PM
WL-03040954 Labor Open 0.5 $0.00 Dec 17, 4:47 PM
WL-03040955 Travel Open 1200 $800.00 Dec 17, 4:47 PM
WL-03040956 Travel Open 10 $150.00 Dec 17, 4:47 PM
WL-03041424 Labor Open 5 $920.00 Dec 17, 10:27 PM
WL-03044762 Expenses Open 1 $182.75 Dec 21, 8:45 PM
WL-03063400 Parts Open 1 $0.00 Jan 13, 3:31 PM
WL-03068382 Parts Open 1 $0.00 Jan 16, 3:31 PM
WL-03079249 Parts Open 1 $0.00 Jan 26, 4:19 PM
WL-03079250 Expenses Open 1 $0.00 Jan 26, 4:19 PM
WL-03083326 Expenses Open 1 $231.70 Jan 29, 12:46 PM
WL-03083325 Expenses Open 1 $674.17 Jan 29, 12:46 PM
WL-03083327 Expenses Open 1 $540.14 Jan 29, 12:46 PM
WL-03089316 Labor Open 10 $0.00 Feb 3, 11:43 AM
WL-03089317 Labor Open 0.5 $0.00 Feb 3, 11:43 AM
WL-03089318 Expenses Open 1 $50.00 Feb 3, 11:43 AM
WL-03089319 Expenses Open 1 $50.00 Feb 3, 11:43 AM
WL-03089321 Travel Open 1150 $800.00 Feb 3, 11:43 AM
WL-03089322 Travel Open 10 $150.00 Feb 3, 11:43 AM
WL-03091098 Labor Open 7 $630.00 Feb 4, 11:23 AM
WL-03091099 Labor Open 0.5 $0.00 Feb 4, 11:23 AM
WL-03092844 Labor Open 0.5 $0.00 Feb 5, 10:53 AM
WL-03092842 Labor Open 1 $0.00 Feb 5, 10:53 AM
WL-03092843 Labor Open 2.5 $225.00 Feb 5, 10:53 AM
WL-03092854 Travel Open 30 $150.00 Feb 5, 10:53 AM
WL-03092857 Expenses Open 1 $50.00 Feb 5, 10:55 AM
WL-03092858 Expenses Open 1 $25.00 Feb 5, 10:55 AM
WL-03092895 Expenses Open 1 $17.99 Feb 5, 11:06 AM
WL-03092896 Expenses Open 1 $25.50 Feb 5, 11:06 AM
WL-03092897 Expenses Open 1 $45.00 Feb 5, 11:06 AM
WL-03092898 Expenses Open 1 $45.00 Feb 5, 11:06 AM
WL-03092899 Expenses Open 1 $45.00 Feb 5, 11:06 AM
WL-03092900 Expenses Open 1 $52.55 Feb 5, 11:06 AM
WL-03094743 Labor Open 8 $0.00 Feb 5, 11:53 PM
WL-03094744 Expenses Open 1 $390.61 Feb 5, 11:53 PM

Details