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WO-01324228 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 8, 2025 → Feb 1, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✗ SLA Missed (1 biz days late)
Active: 37 biz days
🕐 Clock stopped: Completed (Feb 2, 2026)
▶ Clock Running
Status: Created
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Dec 8 → Dec 13, 2025
4 business days (counted)
Running total: 4 of ? biz days used
31d
▶ Clock Running
Status: Scheduled
Dec 13 → Jan 29, 2026
31 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 29 → Feb 2, 2026
2 business days (counted)
Running total: 37 of ? biz days used
Created: Dec 8, 2025 Completed: Feb 2, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 8 → Dec 8 Created ▶ Running 0 0
Dec 8 → Dec 8 Ready for Scheduling ▶ Running 0 0
Dec 8 → Dec 13 Assigned ▶ Running 4 4
Dec 13 → Jan 29 Scheduled ▶ Running 31 35
Jan 29 → Feb 2 Tech On Site ▶ Running 2 37
Dispatch 0.0d
Coordinators 36.0d
Field Work 1.4d
Billing 19.7d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
36.0 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
19.7 days
Over SLA
Created: Dec 8, 2025 Due: Jan 31, 2026 Completed: Feb 2, 2026 (1 days late)
📅
37.3 days Total Age
⏱️
31.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
50.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00549618
6008156959
Closed
28R SYS-LC-1260II Contract ends 05/31/2026 repair included PM PM only - customer supplies the UV lamp G7114A DEACX31512 1260 Infinity II VW Detector G3592A CN22330015 Dual-channel A/D interface box G7116A DEAEM11105 1260 Infinity II Multicolumn Thermostat G7111B DEAEW12352 1260 Infinity II Quaternary Pump G7129A DEAEQ56216 1260 Infinity II Vialsampler
Priority
High
Origin
Web
Reason
New Case
Contact
Pinkey Rahman
Owner
Leona Coonrod
Created
Dec 8, 2025
Work Orders from this Case (1)
WO-01324228 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Dec 8, 2025 • Closed: Feb 1, 2026
Completed with significant delays
Invoiced • 86 days old
🚨
Primary Delay 31.0 days stuck in "Scheduled"
⏱️
Total Delay 50.7 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
5.0d / 0.5d SLA
Scheduled
31.0d / 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
9.8d / 1.0d SLA
Billing Review
9.9d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2.3.26 hshaw - moved WO to BR, waiting for mService to close

01/29 Google map was used to calculate zone. 1st call of today. Per dime 12 hr. work, 25.00, that I miss to add in WO 01317588. An email was sent to add part on 01/31




MD


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

🔧 Work Performed
01/29/2026 LC 1260 Infinity II was performed per Agilent. LC cleaned with H2O. PM was completed per Agilent. System was flushed and when running conditioning sample autosampler 's needle got jammed, needle was vented and needed to be replaced. System was flushed with mobile phase and run a conditioning sample.
⚠️ Problem Description
28R SYS-LC-1260II Contract ends 05/31/2026 repair included PM PM only - customer supplies the UV lamp G7114A DEACX31512 1260 Infinity II VW Detector G3592A CN22330015 Dual-channel A/D interface box G7116A DEAEM11105 1260 Infinity II Multicolumn Thermostat G7111B DEAEW12352 1260 Infinity II Quaternary Pump G7129A DEAEQ56216 1260 Infinity II Vialsampler
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
JAN 2026 LC PM

Timeline

📞
▶
4 Case Linked Dec 8, 8:35 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01324228
Type: Preventive Maintenance
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
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Dec 13, 11:01 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-01-26T17:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Maria Davis Dec 17, 7:18 PM
Scheduled For: 2026-01-21T17:00:00.000+0000
🚨 28.6 business days
📅
▶
2 Dispatch Scheduled Jan 29, 6:07 PM
Dispatch Scheduled → Status: Tech On Site
🔧
Status: Tech On Site by Maria Davis
From: Scheduled
To: Tech On Site
Duration in Previous: 47d 7h
🚗
6x Travel Added Jan 30, 11:25 AM
Type: Travel, Parts
Status: Open
Qty: 53, 52, 1
⏳ 1.0 business days
💵
▶
3 Expenses Added Feb 1, 8:04 PM
Expenses Added → Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2.5
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 4.5
⏱️
Labor Added Feb 1, 8:09 PM
Type: Labor
Status: Open
Qty: 2.5
🔩
Parts Added Feb 1, 8:24 PM
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Maria Davis Feb 1, 9:19 PM
From: Tech On Site
To: Completed
Duration in Previous: 3d 3h
🏁
Status: Closed by Maria Davis Feb 1, 9:27 PM
From: Completed
To: Closed
Duration in Previous: 7m
⏳ 2.0 business days
🔩
▶
2 Parts Added Feb 3, 9:37 AM
Parts Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 1d 12h
💵
Status: Billing Review by Hannah Shaw Feb 3, 4:26 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 6h 47m
⚠️ 9.9 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 17, 11:16 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 14d 6h
⚠️ 8.9 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: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 31.0 business days (threshold: 2.0 business days)
Exceeded by 29.0 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Billing Review
Duration: 9.9 business days (threshold: 2.0 business days)
Exceeded by 7.9 business days
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00549618
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Jan 29, 12:00 PM
Created
Dec 8, 8:39 AM
Invoice #
SM-255302

Work Details (12)

Name Type Status Qty Amount Date
WL-03084873 Travel Open 53 $359.00 Jan 30, 11:25 AM
WL-03084874 Travel Open 52 $0.00 Jan 30, 11:25 AM
WL-03084875 Parts Open 1 $0.00 Jan 30, 11:25 AM
WL-03084876 Parts Open 1 $0.00 Jan 30, 11:25 AM
WL-03084877 Parts Open 1 $0.00 Jan 30, 11:25 AM
WL-03084878 Parts Open 1 $0.00 Jan 30, 11:25 AM
WL-03087248 Expenses Open 1 $0.00 Feb 1, 8:04 PM
WL-03087249 Labor Open 2.5 $0.00 Feb 1, 8:06 PM
WL-03087250 Labor Open 4.5 $456.00 Feb 1, 8:08 PM
WL-03087252 Labor Open 2.5 $0.00 Feb 1, 8:09 PM
WL-03087269 Parts Open 1 $0.00 Feb 1, 8:24 PM
WL-03089169 Parts Open 1 $0.00 Feb 3, 9:37 AM

Details