Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01326804 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Quest Diagnostics Incorporated — 4770 Regent Blvd, Irving TX, 75063

Dec 16, 2025 → Jan 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (9 biz days early)
Active: 21 biz days
🕐 Clock stopped: Tech Off Site (Jan 17, 2026)
▶ Clock Running
Status: Created
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 16 → Dec 17, 2025
1 business day (counted)
Running total: 1 of ? biz days used
20d
▶ Clock Running
Status: Scheduled
Dec 17 → Jan 16, 2026
20 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 16 → Jan 17, 2026
0 business days (counted)
Running total: 21 of ? biz days used
Created: Dec 16, 2025 Tech Off Site: Jan 17, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 16 → Dec 16 Created ▶ Running 0 0
Dec 16 → Dec 16 Ready for Scheduling ▶ Running 0 0
Dec 16 → Dec 17 Assigned ▶ Running 1 1
Dec 17 → Jan 16 Scheduled ▶ Running 20 21
Jan 16 → Jan 17 Tech On Site ▶ Running 0 21
Dispatch 0.0d
Coordinators 22.3d
Field Work 0.9d
Billing 13.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
22.3 days
Over SLA
Field Work
0.9 days
Billing
13.0 days
Over SLA
Created: Dec 16, 2025 Due: Jan 31, 2026 Completed: Jan 17, 2026 (14 days early)
📅
21.6 days Total Age
⏱️
21.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
31.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00552177
6008293149
Closed
28R SYS-GM-5975T Contract ends 07/31/2026 repair included PM / EOQ G4513A CN10310152 7693A Autoinjector G4514A CN10300048 7693A Tray, 150 Vial G3440A CN10361160 Agilent 7890A Series GC Custom G3171A US10382618 5975C inert MSD Std. turbo EI mainframe
Priority
High
Origin
Web
Reason
New Case
Contact
Jesika Patel
Owner
Leona Coonrod
Created
Dec 16, 2025
Work Orders from this Case (1)
WO-01326804 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Dec 16, 2025 • Closed: Jan 16, 2026
Completed with significant delays
Invoiced • 78 days old
🚨
Primary Delay 21.0 days stuck in "Scheduled"
⏱️
Total Delay 31.8 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
1.3d / 0.5d SLA
Scheduled
21.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.0d / 1.0d SLA
Ready to Bill
13.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

01/16 Google map was used to calculate zone. MD


Please assign to Maria Davis ARP to site is 65 miles. Zone 2

🔧 Work Performed
01/16/2026 GCMS #7 PM was completed per Agilent. MS was tuned and vented. Ion source was cleaned, rough pump oil, GC parts and gas filter were replaced. System was pump down and stabilize for some time. After Tune and Tune evaluation passed. No stat sample to run, customer GCMS next week.
⚠️ Problem Description
28R SYS-GM-5975T Contract ends 07/31/2026 repair included PM / EOQ G4513A CN10310152 7693A Autoinjector G4514A CN10300048 7693A Tray, 150 Vial G3440A CN10361160 Agilent 7890A Series GC Custom G3171A US10382618 5975C inert MSD Std. turbo EI mainframe
📄 Description
GCMS 5975 Turbo System
📞 Call Description
JAN 2026 GC PM

Timeline

📞
▶
4 Case Linked Dec 16, 2:02 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01326804
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: Maria Davis
🗓️
▶
2 Status: Scheduled Dec 17, 12:07 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-01-23T15:00:00.000+0000
🚨 21.0 business days
🔧
Status: Tech On Site by Maria Davis Jan 16, 12:01 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 30d 11h
⏱️
Labor Added Jan 16, 12:19 PM
Type: Labor
Status: Open
Qty: 2
🚗
Status: Tech Off Site by Maria Davis Jan 16, 7:08 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 7m
⏱️
8x Labor Added Jan 16, 7:15 PM
Type: Labor, Travel, Parts
Status: Open
Qty: 5, 2, 64, 65, 1
✔️
▶
2 Status: Completed Jan 16, 7:21 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Maria Davis
From: Completed
To: Closed
Duration in Previous: 1m
⏳ 0.6 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 19, 4:36 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 21h
🚨 13.0 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: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.0 business hours
Scheduled
Duration: 21.0 business days (threshold: 2.0 business days)
Exceeded by 19.0 business days
Ready to Bill
Duration: 13.0 business days (threshold: 1.0 business days)
Exceeded by 12.0 business days

🔗 Related Artifacts

📞
Case 00552177
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Jan 23, 10:00 AM
Created
Dec 16, 2:05 PM
Invoice #
SM-253062

Work Details (9)

Name Type Status Qty Amount Date
WL-03067944 Labor Open 2 $0.00 Jan 16, 12:19 PM
WL-03068780 Labor Open 5 $570.00 Jan 16, 7:15 PM
WL-03068781 Labor Open 2 $0.00 Jan 16, 7:15 PM
WL-03068782 Travel Open 64 $359.00 Jan 16, 7:15 PM
WL-03068783 Travel Open 65 $0.00 Jan 16, 7:15 PM
WL-03068784 Parts Open 1 $0.00 Jan 16, 7:15 PM
WL-03068785 Parts Open 1 $0.00 Jan 16, 7:15 PM
WL-03068786 Parts Open 1 $0.00 Jan 16, 7:15 PM
WL-03068787 Parts Open 1 $0.00 Jan 16, 7:15 PM

Details