Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324485 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 University of Texas — 5901 Forest Park Rd, Dallas TX, 75390

Dec 9, 2025 → Feb 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (17 biz days early)
Active: 37 biz days
🕐 Clock stopped: Completed (Feb 3, 2026)
▶ Clock Running
Status: Created
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 9 → Dec 13, 2025
3 business days (counted)
Running total: 3 of ? biz days used
30d
▶ Clock Running
Status: Scheduled
Dec 13 → Jan 28, 2026
30 business days (counted)
Running total: 33 of ? biz days used
3d
▶ Clock Running
Status: Reschedule
Jan 28 → Feb 2, 2026
3 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 2 → Feb 3, 2026
1 business day (counted)
Running total: 37 of ? biz days used
Created: Dec 9, 2025 Completed: Feb 3, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 9 → Dec 9 Created ▶ Running 0 0
Dec 9 → Dec 9 Ready for Scheduling ▶ Running 0 0
Dec 9 → Dec 13 Assigned ▶ Running 3 3
Dec 13 → Jan 28 Scheduled ▶ Running 30 33
Jan 28 → Feb 2 Reschedule ▶ Running 3 36
Feb 2 → Feb 2 Scheduled ▶ Running 0 36
Feb 2 → Feb 3 Tech On Site ▶ Running 1 37
Dispatch 0.0d
Coordinators 38.6d
Field Work 1.4d
Billing 19.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
38.6 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
19.0 days
Over SLA
Created: Dec 9, 2025 Due: Feb 28, 2026 Completed: Feb 3, 2026 (25 days early)
📅
37.6 days Total Age
⏱️
30.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
51.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00550128
6008180455
Closed
28R SYS-GC-7820 Contract ends 12/12/2026 repair included PM G4567A CN18350029 7650 ALS G4350A CN19072010 Agilent 7820A GC System
Priority
High
Origin
Web
Reason
New Case
Contact
Paulina Gonzalez
Owner
Leona Coonrod
Created
Dec 9, 2025
Work Orders from this Case (1)
WO-01324485 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Dec 9, 2025 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 85 days old
🚨
Primary Delay 30.0 days stuck in "Scheduled"
⏱️
Total Delay 51.8 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
Assigned
4.0d / 0.5d SLA
Scheduled
30.7d / 2.0d SLA
Reschedule
4.0d / 2.0d SLA
Tech On Site
1.3d / 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 Google map was used to calculate zone. MD


01/28 Winter storm cause delays and need to re-schedule. MD


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 G4567A CN18350029 7650 ALS G4350A CN19072010 Agilent 7820A GC System
📄 Description
Agilent 7820A GC System
📞 Call Description
FEB 2025 GC PM

Timeline

📞
Case Linked Dec 9, 10:49 AM
Case Number: 00550128
Subject: 6008180455
Status: Closed
📋
▶
3 Work Order Created Dec 9, 10:56 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: a0hF00000028i6gIAA, Maria Davis
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Dec 13, 11:08 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-01-28T20:00:00.000+0000
🚨 30.0 business days
🔄
Status: Reschedule by Maria Davis Jan 28, 11:09 AM
From: Scheduled
To: Reschedule
Duration in Previous: 46d 0h
⏳ 3.9 business days
📅
▶
2 Dispatch Scheduled Feb 2, 7:28 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Maria Davis
From: Reschedule
To: Scheduled
Duration in Previous: 4d 20h
🔧
Status: Tech On Site by Maria Davis Feb 2, 12:45 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5h 16m
⏱️
7x Labor Added Feb 2, 11:13 PM
Type: Labor, Travel, Parts
Status: Open
Qty: 2.5, 3, 53, 52
✔️
Status: Completed by Maria Davis Feb 2, 11:26 PM
From: Tech On Site
To: Completed
Duration in Previous: 10h 41m
🏁
Status: Closed by Maria Davis Feb 2, 11:36 PM
From: Completed
To: Closed
Duration in Previous: 9m
📄
Status: Ready to Bill by Hannah Shaw Feb 3, 9:58 AM
From: Closed
To: Ready to Bill
Duration in Previous: 10h 22m
🚨 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: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 30.0 business days (threshold: 2.0 business days)
Exceeded by 28.0 business days
Reschedule
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Ready to Bill
Duration: 19.0 business days (threshold: 1.0 business days)
Exceeded by 18.0 business days

🔗 Related Artifacts

📞
Case 00550128
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Feb 2, 11:00 AM
Created
Dec 9, 10:56 AM
Invoice #
SM-255302

Work Details (7)

Name Type Status Qty Amount Date
WL-03089016 Labor Open 2.5 $0.00 Feb 2, 11:13 PM
WL-03089017 Labor Open 3 $285.00 Feb 2, 11:13 PM
WL-03089018 Labor Open 2.5 $0.00 Feb 2, 11:13 PM
WL-03089019 Travel Open 53 $359.00 Feb 2, 11:13 PM
WL-03089020 Travel Open 52 $0.00 Feb 2, 11:13 PM
WL-03089021 Parts Open 2 $0.00 Feb 2, 11:13 PM
WL-03089022 Parts Open 2 $0.00 Feb 2, 11:13 PM

Details