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WO-01325158 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Denali Therapeutics Inc — 161 Oyster Point Blvd, South San Francisco CA, 94080

Dec 11, 2025 → Jan 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✗ SLA Missed (11 biz days late)
Active: 24 biz days
🕐 Clock stopped: Completed (Jan 16, 2026)
▶ Clock Running
Status: Created
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
17d
▶ Clock Running
Status: Assigned
Dec 11 → Jan 7, 2026
17 business days (counted)
Running total: 17 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Jan 7 → Jan 16, 2026
7 business days (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 16 → Jan 16, 2026
0 business days (counted)
Running total: 24 of ? biz days used
Created: Dec 11, 2025 Completed: Jan 16, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 11 → Dec 11 Created ▶ Running 0 0
Dec 11 → Dec 11 Ready for Scheduling ▶ Running 0 0
Dec 11 → Jan 7 Assigned ▶ Running 17 17
Jan 7 → Jan 16 Scheduled ▶ Running 7 24
Jan 16 → Jan 16 Tech On Site ▶ Running 0 24
Dispatch 0.0d
Coordinators 24.4d
Field Work 0.0d
Billing 13.5d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
24.4 days
Over SLA
Field Work
0.0 days
Billing
13.5 days
Over SLA
Created: Dec 11, 2025 Due: Dec 31, 2025 Completed: Jan 16, 2026 (15 days late)
📅
24.4 days Total Age
⏱️
16.4d in Assigned Longest Stage
🔄
10 transitions Status Changes
⚠️
33.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

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🎫
Case #00551063
6008075749
Closed
38R SYS-ZZ-OTHER Contract ends 09/11/2026 repair included PMPLUS G4260B GB19410001 Agilent 1260 Infinity II ELSD G7129B DEBA904980 1290 Infinity II Vialsampler G7116B DEBA409305 1290 Infinity II Multicolumn Thermostat G7120A DEBAY04608 1290 Infinity II High Speed Pump G7165A DEAC802341 1260 Infinity II MW Detector G4761A DEBBP41327 Upgrade InfinityLab Sample Thermostat G7121A DEAE305444 1260 Infinity II Fluorescence Detector
Priority
High
Origin
Web
Reason
New Case
Contact
Hoonsan Ong
Owner
Leona Coonrod
Created
Dec 11, 2025
Work Orders from this Case (1)
WO-01325158 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Dec 11, 2025 • Closed: Jan 16, 2026
Completed with significant delays
Invoiced • 83 days old
🚨
Primary Delay 16.4 days stuck in "Assigned"
⏱️
Total Delay 33.4 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
16.4d / 0.5d SLA
Scheduled
8.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.1d / 1.0d SLA
Ready to Bill
13.4d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

5 Jan 2026 Larry Alberty

Reached out to location for scheduling.


19 DEC 2025 Larry Alberty

Reached out to location for scheduling


Please assign to Larry Alberty ARP to site is 37 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
38R SYS-ZZ-OTHER Contract ends 09/11/2026 repair included PMPLUS G4260B GB19410001 Agilent 1260 Infinity II ELSD G7129B DEBA904980 1290 Infinity II Vialsampler G7116B DEBA409305 1290 Infinity II Multicolumn Thermostat G7120A DEBAY04608 1290 Infinity II High Speed Pump G7165A DEAC802341 1260 Infinity II MW Detector G4761A DEBBP41327 Upgrade InfinityLab Sample Thermostat G7121A DEAE305444 1260 Infinity II Fluorescence Detector
📞 Call Description
JAN 2026 ZZ PMPLUS

Timeline

📞
Case Linked Dec 11, 2:57 PM
Case Number: 00551063
Subject: 6008075749
Status: Closed
📋
▶
3 Work Order Created Dec 11, 3:39 PM
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: Larry Alberty
🚨 12.0 business days
👷
Technician Assigned by Michael Burris Dec 29, 1:57 PM
Technician: Larry Alberty
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Jan 6, 7:11 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-01-16T14:00:00.000+0000
⚠️ 8.6 business days
🚗
6x Travel Added Jan 16, 9:35 AM
Type: Travel, Parts
Status: Open
Qty: 40, 1
🔧
Status: Tech On Site by Larry Alberty Jan 16, 3:52 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 9d 20h
⏱️
▶
2 3x Labor Added Jan 16, 4:05 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 13m
🏁
Status: Closed by Larry Alberty Jan 16, 4:12 PM
From: Completed
To: Closed
Duration in Previous: 6m
📄
Status: Ready to Bill by Hannah Shaw Jan 16, 5:23 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 10m
🚨 11.8 business days
💵
▶
2 Status: Billing Review Feb 3, 5:04 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
⏳ 2.9 business days
📨
▶
3 Status: Invoice Pending Feb 5, 1:11 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-253062
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m

Bottlenecks

Assigned
Duration: 16.4 business days (threshold: 4.0 business hours)
Exceeded by 15.9 business days
Scheduled
Duration: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Ready to Bill
Duration: 11.2 business days (threshold: 1.0 business days)
Exceeded by 10.2 business days
Ready to Bill
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00551063
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Jan 16, 9:00 AM
Created
Dec 11, 3:39 PM
Invoice #
SM-253062

Work Details (9)

Name Type Status Qty Amount Date
WL-03067660 Travel Open 40 $180.00 Jan 16, 9:35 AM
WL-03067661 Travel Open 40 $0.00 Jan 16, 9:35 AM
WL-03067662 Parts Open 1 $0.00 Jan 16, 9:35 AM
WL-03067663 Parts Open 1 $0.00 Jan 16, 9:35 AM
WL-03067664 Parts Open 1 $0.00 Jan 16, 9:35 AM
WL-03067665 Parts Open 1 $0.00 Jan 16, 9:35 AM
WL-03068486 Labor Open 1 $0.00 Jan 16, 4:05 PM
WL-03068487 Labor Open 1 $0.00 Jan 16, 4:05 PM
WL-03068488 Labor Open 5 $570.00 Jan 16, 4:05 PM

Details