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WO-01324560 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Preventive Maintenance • PSM

📍 Intuitive Surgical Operations Inc — 1050 Kifer Rd, SUNNYVALE CA, 94086

Dec 9, 2025 → Feb 1, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (2 biz days late)
Active: 17 biz days
Paused: 18 biz days
🕐 Clock stopped: Tech Off Site (Feb 1, 2026)
▶ Clock Running
Status: Created
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸18d
⏸ Clock Paused
Status: Awaiting Parts
Dec 9 → Jan 6, 2026
18 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
8d
▶ Clock Running
Status: Assigned
Jan 6 → Jan 16, 2026
8 business days (counted)
Running total: 8 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Jan 16 → Jan 30, 2026
9 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 30 → Feb 1, 2026
0 business days (counted)
Running total: 17 of ? biz days used
Created: Dec 9, 2025 Tech Off Site: Feb 1, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 9 → Dec 9 Created ▶ Running 0 0
Dec 9 → Jan 6 Awaiting Parts ⏸ Paused 18 —
Jan 6 → Jan 6 Ready for Scheduling ▶ Running 0 0
Jan 6 → Jan 16 Assigned ▶ Running 8 8
Jan 16 → Jan 30 Scheduled ▶ Running 9 17
Jan 30 → Feb 1 Tech On Site ▶ Running 0 17
Dispatch 0.0d
Material Management 18.6d
Coordinators 18.8d
Field Work 1.0d
Billing 18.7d
✗ SLA Missed
Dispatch
0.0 days
Material Management
18.6 days
Over SLA
Coordinators
18.8 days
Over SLA
Field Work
1.0 days
Billing
18.7 days
Over SLA
Created: Dec 9, 2025 Due: Feb 6, 2026 Completed: Feb 1, 2026 (5 days early)
📅
35.6 days Total Age
⏱️
18.6d in Awaiting Parts Longest Stage
🔄
12 transitions Status Changes
⚠️
44.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
26 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 29, 2026
Visit 2 Jan 30, 2026
Visit 3 Jan 31, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00550021
6008273821
Closed
Note 12/09/2025 11:59:37 MOHPANDE [12-09-2025 ATI RM TEAM Mohit Pandey] Part 643100634 Qty- 1 is on Backorder in 2810. Nothing is in transit and WW. Expedited with the Controller via email to improve the date. Part controllers are expected to respond within 24 hours and we will update as soon as we receive a response. Email sent to FSE and Controller. ____________________ Parts Prediction 12/03/2025 13:40:06 WF-BATCH Agent: PIERCEB Timestamp: 2025-12-03 12:39:59 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP IDP3TS 643100634 ____________________ Note 12/03/2025 13:40:06 WF-BATCH Agent: PIERCEB Timestamp: 2025-12-03 12:39:59 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760. Due for its Annual Maintenance.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Rick Baldridge
Owner
Leona Coonrod
Created
Dec 9, 2025
Work Orders from this Case (1)
WO-01324560 (current) Invoiced
Preventive Maintenance • Kwame Cobb
Created: Dec 9, 2025 • Closed: Feb 1, 2026
Completed with significant delays
Invoiced • 85 days old
🚨
Primary Delay 18.6 days stuck in "Awaiting Parts"
⏱️
Total Delay 44.2 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
Awaiting Parts
18.6d / 3.0d SLA
Ready for Scheduling
0.3d / 1.0d SLA
Assigned
8.9d / 0.5d SLA
Scheduled
9.5d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
7.7d / 1.0d SLA
Invoice Pending
11.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2.5.26 hshaw - emailed YC to remove WO from SM-252862, CRM not closed until 2/1. Will bill on next week.

2/2/2026 Sramen - Serviced date adjusted to match labor. Tech could not close due to additional travel after the serviced date.

Tech is driving to San Diego then driving back to LAX to fly to Sunnyvale, Ca and then fyling back to LAX


1-16 Mburris email from POC Rick to set 1-30 7am

12/6/26 lcoonrod

Today I received the Clippard Valve 643100634 here at Intuitive. (See below).  

I believe that is all the parts needed for the Annual Preventative Maintenance on our Leak Detector. 

PLEASE schedule the Field Service visit ASAP.

Thanks.

Rick Baldridge


12/16/25 lcoonrod 12/11/25 lcoonrod part 643100634 has not shipped at this time.


1-16 Mburris email sent to POC to set

12/11/25 lcoonrod part 643100634 has not shipped at this time.

other parts have shipped:

way bill 886903863144 Delivered Wednesday, 12/10/25 at 10:24 AM Signed for by: E.Schima

way bill 886908284446 Delivered Wednesday, 12/10/25 at 10:24 AM Signed for by: E.Schima

way bill 886908950756 cannot retrieve information



12/9/25 lcoonrod parts have not shipped at this time

🔧 Work Performed
Completed Service Tasks: Inspection and Cleaning Performed a comprehensive inspection and cleaning of: Spectrometer Valve block Manifold Component Replacement: Replaced ion source and filaments Installed new O-rings and seals where required System Verification: Verified integrity of the vacuum system Performed helium sensitivity check Completed full system calibration Calibrated Leak Maintenance: Replaced the calibrated leak Supplied ISO traceable certificate for the new calibrated leak
🔍 Technician Findings
As found: Unit in lab.
⚠️ Problem Description
Note 12/09/2025 11:59:37 MOHPANDE [12-09-2025 ATI RM TEAM Mohit Pandey] Part 643100634 Qty- 1 is on Backorder in 2810. Nothing is in transit and WW. Expedited with the Controller via email to improve the date. Part controllers are expected to respond within 24 hours and we will update as soon as we receive a response. Email sent to FSE and Controller. ____________________ Parts Prediction 12/03/2025 13:40:06 WF-BATCH Agent: PIERCEB Timestamp: 2025-12-03 12:39:59 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP IDP3TS 643100634 ____________________ Note 12/03/2025 13:40:06 WF-BATCH Agent: PIERCEB Timestamp: 2025-12-03 12:39:59 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760. Due for its Annual Maintenance.
📄 Description
Helium Leak Detector, PD03 configuration
📞 Call Description
VPD Field PM Trade

Timeline

📞
Case Linked Dec 9, 7:56 AM
Case Number: 00550021
Subject: 6008273821
Status: Closed
📋
▶
3 Work Order Created Dec 9, 2:03 PM
Work Order Created → 7x Parts Added → Status: Awaiting Parts
🔩
7x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 4m
🚨 19.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Jan 6, 9:13 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 27d 19h
👷
▶
2 Status: Assigned Jan 6, 11:58 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
⚠️ 9.0 business days
🗓️
▶
2 Status: Scheduled Jan 16, 2:38 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-30T15:00:00.000+0000
⚠️ 5.0 business days
💵
3x Expenses Added Jan 23, 4:37 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 0.9 business days
💵
4x Expenses Added Jan 25, 6:12 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 4.0 business days
⏱️
5x Labor Added Jan 29, 7:55 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 10, 500
🔧
Status: Tech On Site by Kwame Cobb Jan 30, 10:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 19h
⏱️
2x Labor Added Jan 30, 2:05 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 20
⏳ 1.0 business days
🚗
▶
2 Status: Tech Off Site Feb 1, 4:38 PM
Status: Tech Off Site → 4x Labor Added
⏱️
4x Labor Added
Type: Labor, Expenses
Status: Open
Qty: 7, 0.5, 8, 1
💵
▶
2 Expenses Added Feb 1, 5:09 PM
Expenses Added → Status: Completed
✔️
Status: Completed by Kwame Cobb
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 34m, 0m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 2, 5:49 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
📨
Status: Invoice Pending by Hannah Shaw Feb 3, 10:06 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 16h 17m
⏳ 3.0 business days
💵
Status: Billing Review by Hannah Shaw Feb 5, 9:48 AM
From: Invoice Pending, Billing Review
To: Billing Review, Ready to Bill
Duration in Previous: 1d 23h, 0m
⚠️ 6.0 business days
📨
Status: Invoice Pending by Hannah Shaw Feb 12, 11:05 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 13h
⚠️ 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: 18.6 business days (threshold: 3.0 business days)
Exceeded by 15.6 business days
Assigned
Duration: 8.9 business days (threshold: 4.0 business hours)
Exceeded by 8.4 business days
Scheduled
Duration: 9.5 business days (threshold: 2.0 business days)
Exceeded by 7.5 business days
Ready to Bill
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Invoice Pending
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 6.5 business days (threshold: 1.0 business days)
Exceeded by 5.5 business days
Invoice Pending
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days

🔗 Related Artifacts

📞
Case 00550021
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Preventive Maintenance
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Jan 30, 10:00 AM
Created
Dec 9, 2:03 PM
Invoice #
SM-253781

Work Details (26)

Name Type Status Qty Amount Date
WL-03031538 Parts Open 1 $0.00 Dec 9, 2:07 PM
WL-03031539 Parts Open 1 $0.00 Dec 9, 2:07 PM
WL-03031540 Parts Open 1 $0.00 Dec 9, 2:07 PM
WL-03031541 Parts Open 1 $0.00 Dec 9, 2:07 PM
WL-03031542 Parts Open 1 $0.00 Dec 9, 2:07 PM
WL-03031543 Parts Open 1 $0.00 Dec 9, 2:07 PM
WL-03031544 Parts Open 1 $0.00 Dec 9, 2:07 PM
WL-03077118 Expenses Open 1 $393.21 Jan 23, 4:37 PM
WL-03077119 Expenses Open 1 $157.45 Jan 23, 4:37 PM
WL-03077120 Expenses Open 1 $436.92 Jan 23, 4:37 PM
WL-03078382 Expenses Open 1 $59.00 Jan 25, 6:12 PM
WL-03078383 Expenses Open 1 $59.00 Jan 25, 6:12 PM
WL-03078384 Expenses Open 1 $96.98 Jan 25, 6:12 PM
WL-03078385 Expenses Open 1 $121.97 Jan 25, 6:12 PM
WL-03084128 Labor Open 10 $0.00 Jan 29, 7:55 PM
WL-03084129 Expenses Open 1 $50.00 Jan 29, 7:55 PM
WL-03084130 Expenses Open 1 $50.00 Jan 29, 7:55 PM
WL-03084131 Expenses Open 1 $25.00 Jan 29, 7:55 PM
WL-03084132 Travel Open 500 $800.00 Jan 29, 7:55 PM
WL-03085229 Labor Open 0.5 $0.00 Jan 30, 2:05 PM
WL-03085230 Travel Open 20 $150.00 Jan 30, 2:05 PM
WL-03087157 Labor Open 7 $541.00 Feb 1, 4:42 PM
WL-03087158 Labor Open 0.5 $0.00 Feb 1, 4:42 PM
WL-03087159 Labor Open 8 $0.00 Feb 1, 4:42 PM
WL-03087160 Expenses Open 1 $47.10 Feb 1, 4:42 PM
WL-03087174 Expenses Open 1 $102.99 Feb 1, 5:09 PM

Details