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WO-01326665 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Repair/PM • PSM

📍 VPE Thermal LLC — 161 Commerce Cir, SACRAMENTO CA, 95815

Dec 15, 2025 → Jan 12, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed
Active: 10 biz days
Paused: 8 biz days
🕐 Clock stopped: Tech Off Site (Jan 12, 2026)
▶ Clock Running
Status: Created
Dec 15 → Dec 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸8d
⏸ Clock Paused
Status: Awaiting Parts
Dec 15 → Dec 26, 2025
8 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Dec 26 → Dec 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 26 → Dec 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
9d
▶ Clock Running
Status: Scheduled
Dec 26 → Jan 9, 2026
9 business days (counted)
Running total: 9 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Jan 9 → Jan 12, 2026
1 business day (counted)
Running total: 10 of ? biz days used
Created: Dec 15, 2025 Tech Off Site: Jan 12, 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 26 Awaiting Parts ⏸ Paused 8
Dec 26 → Dec 26 Ready for Scheduling ▶ Running 0 0
Dec 26 → Dec 26 Assigned ▶ Running 0 0
Dec 26 → Jan 9 Scheduled ▶ Running 9 9
Jan 9 → Jan 12 Tech On Site ▶ Running 1 10
Dispatch 0.0d
Material Management 8.3d
Coordinators 10.1d
Field Work 2.4d
Billing 15.3d
✗ SLA Missed
Dispatch
0.0 days
Material Management
8.3 days
Over SLA
Coordinators
10.1 days
Over SLA
Field Work
2.4 days
Over SLA
Billing
15.3 days
Over SLA
Created: Dec 15, 2025 Due: Dec 22, 2025 Completed: Jan 12, 2026 (20 days late)
📅
18.3 days Total Age
⏱️
9.7d in Scheduled Longest Stage
🔄
18 transitions Status Changes
⚠️
19.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
22 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 8, 2026
Visit 2 Jan 9, 2026
Visit 3 Jan 10, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00551661
Service Order: 6008289836, warr field repair
Closed
Note 12/15/2025 10:41:40 WIGEORGE warr field repair; background ____________________ Note 12/15/2025 10:26:39 WF-BATCH Agent: WIGEORGE Timestamp: 2025-12-15 10:26:25 warranty field repair; high background.
Priority
Standard
Origin
Email
Reason
New Case
Contact
Lynn Marler
Owner
Leona Coonrod
Created
Dec 15, 2025
Work Orders from this Case (1)
WO-01326665 (current) Invoiced
Repair/PM • Kwame Cobb
Created: Dec 15, 2025 • Closed: Jan 12, 2026
Completed with significant delays
Invoiced • 79 days old
🚨
Primary Delay 9.7 days stuck in "Scheduled"
⏱️
Total Delay 19.2 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
8.3d / 3.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
9.7d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Tech Off Site
0.2d / 2.0d SLA
Completed
1.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Billing Review
6.7d / 2.0d SLA
WO Correction Needed
0.7d
Ready to Bill
6.0d / 1.0d SLA
Invoice Pending
1.9d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12-26 Mburris email from POC Lynn to set appt

12-26 Mburris email sent to POC

12/16/25 lcoonrod parts shipped

way bill 887105255798 SCHEDULED DELIVERY DATE Friday 12/19/25 by end of day Estimated between 10:15 AM - 2:15 PM



12/15/25 lcoonrod all parts shipped way bill 887105255798 Delivery details We'll add a delivery date as soon as we get your package.

🔧 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
🔍 Technician Findings
As found: Unit in work shop.
⚠️ Problem Description
Note 12/15/2025 10:41:40 WIGEORGE warr field repair; background ____________________ Note 12/15/2025 10:26:39 WF-BATCH Agent: WIGEORGE Timestamp: 2025-12-15 10:26:25 warranty field repair; high background.
📄 Description
Helium Leak Detector, MD15, Dry Scroll IPD-15
📞 Call Description
VPD Field Repair Trade

Timeline

📞
Case Linked Dec 15, 10:45 AM
Case Number: 00551661
Subject: Service Order: 6008289836, warr field repair
Status: Closed
📋
3 Work Order Created Dec 15, 4:50 PM
Work Order Created → 3x Parts Added → Status: Awaiting Parts
🔩
3x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 1m
⚠️ 8.9 business days
📅
Status: Ready for Scheduling by Leona Coonrod Dec 26, 9:55 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 10d 17h
👷
2 Technician Assigned Dec 26, 11:30 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 34m
🗓️
2 Status: Scheduled Dec 26, 1:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-09T15:00:00.000+0000
⚠️ 8.0 business days
💵
3x Expenses Added Jan 7, 5:35 PM
Type: Expenses
Status: Open
Qty: 1
2.8 business days
🔧
Status: Tech On Site by Kwame Cobb Jan 9, 11:13 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 21h
💵
3x Expenses Added Jan 9, 4:13 PM
Type: Expenses, Labor
Status: Open
Qty: 1
1.0 business days
🚗
Status: Tech Off Site by Kwame Cobb Jan 11, 8:42 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2d 9h
💵
2 Expenses Added Jan 11, 8:54 PM
Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
5x Expenses Added Jan 11, 9:08 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
2 3x Labor Added Jan 11, 10:06 PM
3x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 9
✔️
Status: Completed by Kwame Cobb Jan 11, 10:11 PM
From: Tech Off Site
To: Completed
Duration in Previous: 1h 29m
🏁
Status: Closed by Kwame Cobb Jan 12, 11:46 AM
From: Completed
To: Closed
Duration in Previous: 13h 35m
💵
Status: Billing Review by Hannah Shaw Jan 12, 4:24 PM
From: Closed
To: Billing Review
Duration in Previous: 4h 37m
✏️
Status: WO Correction Needed by MICHAEL MCNAMARA Jan 13, 5:41 AM
From: Billing Review
To: WO Correction Needed
Duration in Previous: 13h 16m
🚗
2 2x Travel Added Jan 13, 11:36 AM
2x Travel Added → Status: Closed
🏁
Status: Closed by Kwame Cobb
From: WO Correction Needed
To: Closed
Duration in Previous: 5h 55m
💵
Status: Billing Review by Hannah Shaw Jan 13, 3:55 PM
From: Closed
To: Billing Review
Duration in Previous: 4h 18m
📄
Status: Ready to Bill by MICHAEL MCNAMARA Jan 14, 6:20 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 14h 25m
4.0 business days
📨
Status: Invoice Pending by Hannah Shaw Jan 20, 1:43 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 6d 7h
💵
Status: Billing Review by Hannah Shaw Jan 21, 10:39 AM
From: Invoice Pending
To: Billing Review
Duration in Previous: 20h 56m
4.0 business days
📄
Status: Ready to Bill by MICHAEL MCNAMARA Jan 26, 8:32 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 4d 21h
2.0 business days
📨
Status: Invoice Pending by Hannah Shaw Jan 27, 3:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1d 6h
💰
Status: Invoiced by Hannah Shaw Jan 27, 5:11 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 1h 40m
3.9 business days
🧾
Invoice Created Jan 30, 5:43 PM
Invoice Number: SM-252372

Bottlenecks

Awaiting Parts
Duration: 8.3 business days (threshold: 3.0 business days)
Exceeded by 5.3 business days
Scheduled
Duration: 9.7 business days (threshold: 2.0 business days)
Exceeded by 7.7 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.5 business hours
Ready to Bill
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Billing Review
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00551661
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Repair/PM
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Jan 9, 10:00 AM
Created
Dec 15, 4:50 PM
Invoice #
SM-252372

Work Details (22)

Name Type Status Qty Amount Date
WL-03038300 Parts Open 1 $0.00 Dec 15, 4:52 PM
WL-03038302 Parts Open 1 $0.00 Dec 15, 4:52 PM
WL-03038301 Parts Open 1 $0.00 Dec 15, 4:52 PM
WL-03056684 Expenses Open 1 $120.14 Jan 7, 5:35 PM
WL-03056683 Expenses Open 1 $371.50 Jan 7, 5:35 PM
WL-03056685 Expenses Open 1 $386.42 Jan 7, 5:35 PM
WL-03060047 Expenses Open 1 $50.00 Jan 9, 4:13 PM
WL-03060046 Labor Open 1 $0.00 Jan 9, 4:13 PM
WL-03060048 Expenses Open 1 $50.00 Jan 9, 4:13 PM
WL-03061151 Expenses Open 1 $351.48 Jan 11, 8:54 PM
WL-03061152 Expenses Open 1 $25.00 Jan 11, 8:56 PM
WL-03061158 Expenses Open 1 $35.00 Jan 11, 9:08 PM
WL-03061157 Expenses Open 1 $45.00 Jan 11, 9:08 PM
WL-03061159 Expenses Open 1 $45.00 Jan 11, 9:08 PM
WL-03061160 Expenses Open 1 $35.00 Jan 11, 9:08 PM
WL-03061161 Expenses Open 1 $25.00 Jan 11, 9:09 PM
WL-03061197 Labor Open 6.5 $541.00 Jan 11, 10:06 PM
WL-03061198 Labor Open 0.5 $0.00 Jan 11, 10:06 PM
WL-03061199 Labor Open 8 $0.00 Jan 11, 10:06 PM
WL-03061203 Labor Open 9 $0.00 Jan 11, 10:08 PM
WL-03063007 Travel Open 600 $800.00 Jan 13, 11:36 AM
WL-03063008 Travel Open 15 $150.00 Jan 13, 11:36 AM

Details