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WO-01324490 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 9, 2025 → Feb 3, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (16 biz days early)
Active: 38 biz days
🕐 Clock stopped: Completed (Feb 4, 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
6d
▶ Clock Running
Status: Assigned
Dec 9 → Dec 17, 2025
6 business days (counted)
Running total: 6 of ? biz days used
27d
▶ Clock Running
Status: Scheduled
Dec 17 → Jan 28, 2026
27 business days (counted)
Running total: 33 of ? biz days used
4d
▶ Clock Running
Status: Reschedule
Jan 28 → Feb 3, 2026
4 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Scheduled
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 3 → Feb 4, 2026
1 business day (counted)
Running total: 38 of ? biz days used
Created: Dec 9, 2025 Completed: Feb 4, 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 17 Assigned ▶ Running 6 6
Dec 17 → Jan 28 Scheduled ▶ Running 27 33
Jan 28 → Feb 3 Reschedule ▶ Running 4 37
Feb 3 → Feb 3 Scheduled ▶ Running 0 37
Feb 3 → Feb 4 Tech On Site ▶ Running 1 38
Dispatch 0.0d
Coordinators 40.2d
Field Work 1.3d
Billing 17.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
40.2 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
17.3 days
Over SLA
Created: Dec 9, 2025 Due: Feb 28, 2026 Completed: Feb 4, 2026 (24 days early)
📅
38.5 days Total Age
⏱️
28.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
51.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550133
6008180420
Closed
28R SYS-LC-1260II Contract ends 12/12/2026 repair included PM PM only - customer supplies the UV lamp G7129A DEAEQ26626 1260 Infinity II Vialsampler G1390B DEABU01692 1200 Infinity Universal Interface Box II G7115A DEAC608279 1260 Infinity II Diode Array Detector WR G7111B DEAET02223 1260 Infinity II Quaternary Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Goulet Meghen
Owner
Leona Coonrod
Created
Dec 9, 2025
Work Orders from this Case (1)
WO-01324490 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Dec 9, 2025 • Closed: Feb 3, 2026
Completed with significant delays
Invoiced • 85 days old
🚨
Primary Delay 28.0 days stuck in "Scheduled"
⏱️
Total Delay 51.2 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
6.6d / 0.5d SLA
Scheduled
29.0d / 2.0d SLA
Reschedule
4.6d / 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
17.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

02/03 2nd call of today. Travel, mileage and zone are on WO-01324479. 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
02/03/2026 LC Infinity II PM was completer per Agilent. LC parts were replaced. System was flushed with IPA, all tests passed. System was flushed with mobile phase, column was installed and while stabilizing system overpressure, after troubleshooting one line was found clogged, it was removed, system was flushed and stabilized for some time. Customer was sample, LC is back in operation.
⚠️ Problem Description
28R SYS-LC-1260II Contract ends 12/12/2026 repair included PM PM only - customer supplies the UV lamp G7129A DEAEQ26626 1260 Infinity II Vialsampler G1390B DEABU01692 1200 Infinity Universal Interface Box II G7115A DEAC608279 1260 Infinity II Diode Array Detector WR G7111B DEAET02223 1260 Infinity II Quaternary Pump
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
FEB 2028 LC PM

Timeline

📞
▶
4 Case Linked Dec 9, 11:04 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01324490
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
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Dec 17, 12:03 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-01-29T16:00:00.000+0000
🚨 28.0 business days
🔄
Status: Reschedule by Maria Davis Jan 28, 11:10 AM
From: Scheduled
To: Reschedule
Duration in Previous: 42d 11h
⏳ 4.0 business days
📅
▶
2 Dispatch Scheduled Feb 2, 11:49 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Maria Davis
From: Reschedule
To: Scheduled
Duration in Previous: 5d 12h
🔧
Status: Tech On Site by Maria Davis Feb 3, 12:58 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 13h 8m
⏱️
4x Labor Added Feb 3, 10:08 PM
Type: Labor, Expenses, Parts
Status: Open
Qty: 4.5, 1
✔️
▶
2 Status: Completed Feb 3, 11:03 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Maria Davis
From: Completed
To: Closed
Duration in Previous: 4m
📄
Status: Ready to Bill by Hannah Shaw Feb 4, 4:52 PM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 44m
🚨 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: 6.6 business days (threshold: 4.0 business hours)
Exceeded by 6.1 business days
Scheduled
Duration: 28.0 business days (threshold: 2.0 business days)
Exceeded by 26.0 business days
Reschedule
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours
Ready to Bill
Duration: 17.3 business days (threshold: 1.0 business days)
Exceeded by 16.3 business days

🔗 Related Artifacts

📞
Case 00550133
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Feb 3, 11:00 AM
Created
Dec 9, 11:08 AM
Invoice #
SM-255302

Work Details (4)

Name Type Status Qty Amount Date
WL-03090599 Labor Open 4.5 $456.00 Feb 3, 10:08 PM
WL-03090600 Expenses Open 1 $0.00 Feb 3, 10:08 PM
WL-03090601 Parts Open 1 $0.00 Feb 3, 10:08 PM
WL-03090602 Parts Open 1 $0.00 Feb 3, 10:08 PM

Details