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WO-01326554 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 IDEAYA Biosciences Inc — 7000 Shoreline Ct Ste 350, SOUTH SAN FRANCISCO CA, 94080

Dec 15, 2025 → Feb 4, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✗ SLA Missed (4 biz days late)
Active: 35 biz days
🕐 Clock stopped: Completed (Feb 5, 2026)
▶ Clock Running
Status: Created
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
14d
▶ Clock Running
Status: Assigned
Dec 15 → Jan 6, 2026
14 business days (counted)
Running total: 14 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Jan 6 → Jan 30, 2026
17 business days (counted)
Running total: 31 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 31 of ? biz days used
4d
▶ Clock Running
Status: Reschedule
Jan 30 → Feb 5, 2026
4 business days (counted)
Running total: 35 of ? biz days used
Created: Dec 15, 2025 Completed: Feb 5, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 15 → Dec 15 Created ▶ Running 0 0
Dec 15 → Dec 15 Ready for Scheduling ▶ Running 0 0
Dec 15 → Jan 6 Assigned ▶ Running 14 14
Jan 6 → Jan 30 Scheduled ▶ Running 17 31
Jan 30 → Jan 30 Tech On Site ▶ Running 0 31
Jan 30 → Feb 5 Reschedule ▶ Running 4 35
Dispatch 0.0d
Coordinators 36.2d
Field Work 0.7d
Billing 16.3d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
36.2 days
Over SLA
Field Work
0.7 days
Billing
16.3 days
Over SLA
Created: Dec 15, 2025 Due: Jan 31, 2026 Completed: Feb 5, 2026 (4 days late)
📅
35.1 days Total Age
⏱️
17.8d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
47.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Larry Alberty — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 30, 2026
Visit 2 Feb 4, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00551671
6008165243
Closed
38R SYS-LC-1290II Contract ends 10/17/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G7104A DEBAX04261 1290 Infinity II Flexible Pump. G7115A DEAC618826 1260 Infinity II Diode Array Detector WR G7167B DEBAQ05877 1290 Infinity II Multisampler G7116B DEBA409237 1290 Infinity II Multicolumn Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Vanessa Jennings
Owner
Leona Coonrod
Created
Dec 15, 2025
Work Orders from this Case (1)
WO-01326554 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Dec 15, 2025 • Closed: Feb 4, 2026
Completed with significant delays
Invoiced • 79 days old
🚨
Primary Delay 17.8 days stuck in "Scheduled"
⏱️
Total Delay 47.0 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
15.0d / 0.5d SLA
Scheduled
17.8d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Reschedule
3.5d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
16.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4 Feb 2026 Larry Alberty

Travel on WO-01341074


30 Jan 2026 Stopped PM for repair parts. Parts on back order. Agilent repair SO on the way for return onsite.


5 Jan 2026 Larry Alberty

Agilent scheduling advised to try Chris Stuart again.

waiting for reply from Chris Stuart.


19 DEC 2025 Larry Alberty

Hello Scheduling,

 Please provide a alternate contact for scheduling the PM service.

These are a list of contacts that are not responding to emails or phone messages. 

Vanessa Jennings

Jeffrey Shives

Chris Stuart

 

15 DEC 2025 Larry Alberty

Reached out for scheduling


Please assign to Larry Alberty ARP to site is 40 miles. Zone 1

🔧 Work Performed
30 Jan 2026 Stopped PM for parts. Parts on back order. Agilent repair SO on the way for return onsite. 4 Feb 2026 Completed LC PM.
⚠️ Problem Description
38R SYS-LC-1290II Contract ends 10/17/2026 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G7104A DEBAX04261 1290 Infinity II Flexible Pump. G7115A DEAC618826 1260 Infinity II Diode Array Detector WR G7167B DEBAQ05877 1290 Infinity II Multisampler G7116B DEBA409237 1290 Infinity II Multicolumn Thermostat
📄 Description
Agilent - G7104A 1290 Infinity III Flexible Pump
📞 Call Description
JAN 2026 LC PMPLUS

Timeline

📞
▶
4 Case Linked Dec 15, 11:07 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01326554
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: a0hF0000001pE6KIAU, Larry Alberty
🚨 15.0 business days
🗓️
▶
2 Status: Scheduled Jan 6, 12:56 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-01-30T14:00:00.000+0000
🚨 18.0 business days
🔧
Status: Tech On Site by Larry Alberty Jan 30, 10:43 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 23d 21h
🔄
Status: Reschedule by Larry Alberty Jan 30, 4:21 PM
From: Tech On Site
To: Reschedule
Duration in Previous: 5h 37m
⏱️
9x Labor Added Jan 30, 4:27 PM
Type: Labor, Travel, Parts
Status: Open
Qty: 1, 3, 30
⏳ 3.9 business days
⏱️
▶
2 Labor Added Feb 4, 7:57 PM
Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Reschedule
To: Completed
Duration in Previous: 5d 3h
🏁
Status: Closed by Larry Alberty Feb 4, 8:09 PM
From: Completed
To: Closed
Duration in Previous: 11m
📄
Status: Ready to Bill by Hannah Shaw Feb 5, 4:49 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 39m
🚨 16.7 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: 15.0 business days (threshold: 4.0 business hours)
Exceeded by 14.5 business days
Scheduled
Duration: 17.8 business days (threshold: 2.0 business days)
Exceeded by 15.8 business days
Reschedule
Duration: 3.5 business days (threshold: 2.0 business days)
Exceeded by 1.5 business days
Ready to Bill
Duration: 16.3 business days (threshold: 1.0 business days)
Exceeded by 15.3 business days

🔗 Related Artifacts

📞
Case 00551671
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
N/A
Created
Dec 15, 11:09 AM
Invoice #
SM-255302

Work Details (10)

Name Type Status Qty Amount Date
WL-03085557 Labor Open 1 $0.00 Jan 30, 4:27 PM
WL-03085558 Labor Open 3 $456.00 Jan 30, 4:27 PM
WL-03085559 Labor Open 1 $0.00 Jan 30, 4:27 PM
WL-03085560 Travel Open 30 $180.00 Jan 30, 4:27 PM
WL-03085561 Travel Open 30 $0.00 Jan 30, 4:27 PM
WL-03085562 Parts Open 1 $0.00 Jan 30, 4:27 PM
WL-03085563 Parts Open 1 $0.00 Jan 30, 4:27 PM
WL-03085564 Parts Open 1 $0.00 Jan 30, 4:27 PM
WL-03085565 Parts Open 1 $0.00 Jan 30, 4:27 PM
WL-03092149 Labor Open 1 $0.00 Feb 4, 7:57 PM

Details