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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01324904 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD) • Repair/PM • PSM

📍 INCOM INC — 294 Southbridge Rd, Charlton MA, 01507

Dec 10, 2025 → Jan 16, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed (10 biz days late)
Active: 25 biz days
🕐 Clock stopped: Completed (Jan 16, 2026)
▶ Clock Running
Status: Created
Dec 10 → Dec 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
13d
▶ Clock Running
Status: Assigned
Dec 10 → Dec 30, 2025
13 business days (counted)
Running total: 13 of ? biz days used
12d
▶ Clock Running
Status: Tech On Site
Dec 30 → Jan 16, 2026
12 business days (counted)
Running total: 25 of ? biz days used
Created: Dec 10, 2025 Completed: Jan 16, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Dec 10 → Dec 10 Created ▶ Running 0 0
Dec 10 → Dec 30 Assigned ▶ Running 13 13
Dec 30 → Jan 16 Tech On Site ▶ Running 12 25
Dispatch 0.0d
Coordinators 13.4d
Field Work 13.0d
Billing 2.9d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
13.4 days
Over SLA
Field Work
13.0 days
Over SLA
Billing
2.9 days
Created: Dec 10, 2025 Due: Jan 10, 2026 Completed: Jan 16, 2026 (5 days late)
📅
25.4 days Total Age
⏱️
13.4d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
24.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Dec 29, 2025
Visit 2 Dec 31, 2025

AI Analysis

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Completed with significant delays
Invoiced • 84 days old
🚨
Primary Delay 13.4 days stuck in "Assigned"
⏱️
Total Delay 24.9 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
13.4d / 0.5d SLA
Tech On Site
13.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.9d / 1.0d SLA
Billing Review
0.2d / 2.0d SLA
Ready to Bill
1.0d / 1.0d SLA
Invoice Pending
1.7d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
12/29/2025 Evaluated for repair. Fil 1 out, fil 2 gain too high. cleaned valve block, cleaned spec-tube, replaced stack and filaments. Tested spec-tube on test unit. 12/31/2025 Installed vacuum system in LD and started. Calibrated and leak checked. 1/13/2026 unit sensitivity unstable, recleaned inside spec-tube body, ion chamber, ion support pole, replaced new filament, metal gasket, retorque spec-tube header. Started up unit, perform fine test procedure, record parameter, MDL/helium Stability N/A unit leak check ok shut off uniy, pack it up, ship it back to customer.
🔍 Technician Findings
Unit has a gain Too High.
⚠️ Problem Description
Approval Note 09.12.2025 09:31:59 PIERCEB Brian Mess approval ____________________ Note 09.12.2025 09:22:26 WF-BATCH Agent: PIERCEB Timestamp: 2025-12-09 08:22:14 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004262. Sales Person - Bill Trotter Gain to High, Filaments Bad. Repaired before SO#6008002461.
📄 Description
VS PR02 Portable Leak Detector
📞 Call Description
VPD Bench Repair Warranty

Timeline

📋
▶
3 Work Order Created Dec 10, 3:28 PM
Work Order Created → Status: Assigned → Technician Assigned
👷
Status: Assigned by Kim Pearson
From: Entered
To: Assigned
Duration in Previous: 2m
👷
Technician Assigned by Kim Pearson
Technician: Minh Huynh
🚨 14.0 business days
🔧
Status: Tech On Site by Charles Sellon Dec 30, 8:31 AM
From: Assigned
To: Tech On Site
Duration in Previous: 19d 17h
⏱️
5x Labor Added Dec 30, 8:42 AM
Type: Labor, Parts
Status: Open
Qty: 4, 2, 1
⏳ 2.0 business days
⏱️
Labor Added Dec 31, 11:09 AM
Type: Labor
Status: Open
Qty: 2
🚨 12.0 business days
🔩
Parts Added Jan 16, 9:12 AM
Type: Parts
Status: Open
Qty: 2
✔️
▶
2 Status: Completed Jan 16, 9:35 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Minh Huynh
From: Completed
To: Closed
Duration in Previous: 2m
💵
Status: Billing Review by Hannah Shaw Jan 16, 5:06 PM
From: Closed
To: Billing Review
Duration in Previous: 7h 28m
⏳ 0.9 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Jan 18, 11:50 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 1d 18h
⏳ 1.0 business days
📨
Status: Invoice Pending by Hannah Shaw Jan 20, 1:44 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2d 1h
💰
▶
2 Status: Invoiced Jan 21, 10:33 AM
Status: Invoiced → Invoice Created
🧾
Invoice Created
Invoice Number: SM-251735

Bottlenecks

Assigned
Duration: 13.4 business days (threshold: 4.0 business hours)
Exceeded by 12.9 business days
Tech On Site
Duration: 13.0 business days (threshold: 1.0 business days)
Exceeded by 12.0 business days

🔗 Related Artifacts

No related artifacts

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Repair/PM
Branch
ERLA - PROD
Technician
Minh Huynh
Scheduled
N/A
Created
Dec 10, 3:28 PM
Invoice #
SM-251735

Work Details (7)

Name Type Status Qty Amount Date
WL-03049564 Labor Open 4 $582.00 Dec 30, 8:42 AM
WL-03049565 Parts Open 2 $0.00 Dec 30, 8:42 AM
WL-03049566 Parts Open 1 $0.00 Dec 30, 8:42 AM
WL-03049567 Parts Open 1 $0.00 Dec 30, 8:42 AM
WL-03049568 Parts Open 1 $0.00 Dec 30, 8:42 AM
WL-03051452 Labor Open 2 $0.00 Dec 31, 11:09 AM
WL-03067616 Parts Open 2 $0.00 Jan 16, 9:12 AM

Details