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WO-01326573 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 State of Texas - Dept of State Health Services — 1100 W 49th St, Austin TX, 78756

Dec 15, 2025 → Feb 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (18 biz days early)
Active: 32 biz days
🕐 Clock stopped: Completed (Feb 2, 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
28d
▶ Clock Running
Status: Assigned
Dec 15 → Jan 27, 2026
28 business days (counted)
Running total: 28 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Jan 27 → Feb 2, 2026
4 business days (counted)
Running total: 32 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 32 of ? biz days used
Created: Dec 15, 2025 Completed: Feb 2, 2026
Show SLA Clock Detail (5 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 27 Assigned ▶ Running 28 28
Jan 27 → Feb 2 Scheduled ▶ Running 4 32
Feb 2 → Feb 2 Tech On Site ▶ Running 0 32
Dispatch 0.2d
Coordinators 33.7d
Field Work 1.0d
Billing 19.0d
✓ SLA Met
Dispatch
0.2 days
Coordinators
33.7 days
Over SLA
Field Work
1.0 days
Billing
19.0 days
Over SLA
Created: Dec 15, 2025 Due: Feb 28, 2026 Completed: Feb 2, 2026 (26 days early)
📅
32.9 days Total Age
⏱️
28.7d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
49.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00551690
6008218538
Closed
28R SYS-GC-7890A Contract ends 08/31/2026 repair included PM G3440A US13231008 Agilent 7890A Series GC Custom G4513A CN13200084 7693A Autoinjector G4513A CN13200086 7693A Autoinjector G4514A CN13200094 7693A Tray, 150 Vial
Priority
High
Origin
Web
Reason
New Case
Contact
Anna Miller
Owner
Leona Coonrod
Created
Dec 15, 2025
Work Orders from this Case (2)
WO-01326573 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 15, 2025 • Closed: Feb 2, 2026
WO-01326574 Canceled
Preventive Maintenance
Created: Dec 15, 2025
Completed with significant delays
Invoiced • 79 days old
🚨
Primary Delay 28.7 days stuck in "Assigned"
⏱️
Total Delay 49.3 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
Entered
0.2d / 0.5d SLA
Assigned
28.7d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
19.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez ARP to site is 87 miles. Zone 32
🔧 Work Performed
Performed GC preventive maintenance per 7890 PM checklist. All diagnostic tests passed. Conducted purge and bake-out of system after PM.
⚠️ Problem Description
28R SYS-GC-7890A Contract ends 08/31/2026 repair included PM G3440A US13231008 Agilent 7890A Series GC Custom G4513A CN13200084 7693A Autoinjector G4513A CN13200086 7693A Autoinjector G4514A CN13200094 7693A Tray, 150 Vial
📄 Description
Agilent 7890A Series GC
📞 Call Description
FEB 2026 GC PM

Timeline

📞
▶
2 Case Linked Dec 15, 11:53 AM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01326573
Type: Preventive Maintenance
Priority: PC
📅
▶
2 Status: Ready for Scheduling Dec 15, 1:11 PM
Status: Ready for Scheduling → Technician Assigned
👷
Technician Assigned by Leona Coonrod
Technician: Jose Gutierrez
🚨 29.0 business days
🗓️
▶
2 Status: Scheduled Jan 27, 11:07 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-02-02T15:00:00.000+0000
⚠️ 5.0 business days
🔧
Status: Tech On Site by Jose Gutierrez Feb 2, 10:23 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 23h
⏱️
▶
3 5x Labor Added Feb 2, 6:17 PM
5x Labor Added → 2x Parts Added → Status: Completed
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 2, 1
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 7h 55m, 0m
📄
Status: Ready to Bill by Hannah Shaw Feb 3, 9:53 AM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 33m
🚨 18.8 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: 28.7 business days (threshold: 4.0 business hours)
Exceeded by 28.2 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours
Ready to Bill
Duration: 19.0 business days (threshold: 1.0 business days)
Exceeded by 18.0 business days

🔗 Related Artifacts

📞
Case 00551690
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Feb 2, 10:00 AM
Created
Dec 15, 11:56 AM
Invoice #
SM-255302

Work Details (7)

Name Type Status Qty Amount Date
WL-03088562 Labor Open 2.5 $285.00 Feb 2, 6:17 PM
WL-03088561 Labor Open 2 $0.00 Feb 2, 6:17 PM
WL-03088563 Labor Open 2 $0.00 Feb 2, 6:17 PM
WL-03088565 Travel Open 87 $0.00 Feb 2, 6:18 PM
WL-03088564 Travel Open 87 $359.00 Feb 2, 6:18 PM
WL-03088566 Parts Open 2 $0.00 Feb 2, 6:18 PM
WL-03088567 Parts Open 1 $0.00 Feb 2, 6:18 PM

Details