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WO-01326968 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 17, 2025 → Jan 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (9 biz days early)
Active: 20 biz days
🕐 Clock stopped: Tech Off Site (Jan 16, 2026)
▶ Clock Running
Status: Created
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 17 → Dec 18, 2025
1 business day (counted)
Running total: 1 of ? biz days used
18d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 15, 2026
18 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 15 → Jan 16, 2026
1 business day (counted)
Running total: 20 of ? biz days used
Created: Dec 17, 2025 Tech Off Site: Jan 16, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 17 → Dec 17 Created ▶ Running 0 0
Dec 17 → Dec 17 Ready for Scheduling ▶ Running 0 0
Dec 17 → Dec 18 Assigned ▶ Running 1 1
Dec 18 → Jan 15 Scheduled ▶ Running 18 19
Jan 15 → Jan 16 Tech On Site ▶ Running 1 20
Dispatch 0.0d
Coordinators 20.0d
Field Work 2.8d
Billing 13.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
20.0 days
Over SLA
Field Work
2.8 days
Over SLA
Billing
13.0 days
Over SLA
Created: Dec 17, 2025 Due: Jan 31, 2026 Completed: Jan 17, 2026 (14 days early)
📅
21.0 days Total Age
⏱️
19.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
30.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552385
6008293397
Closed
28R SYS-GM-5975T Contract ends 07/31/2026 repair included PM G4514A CN11520028 7693A Tray, 150 Vial G3440A CN12111037 Agilent 7890A Series GC Custom G3171A US12122A28 5975C inert MSD Std. turbo EI mainframe G4513A CN13050072 7693A Autoinjector
Priority
High
Origin
Web
Reason
New Case
Contact
Jesika Patel
Owner
Leona Coonrod
Created
Dec 17, 2025
Work Orders from this Case (1)
WO-01326968 (current) Invoiced
Preventive Maintenance • Maria Davis
Created: Dec 17, 2025 • Closed: Jan 16, 2026
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 19.0 days stuck in "Scheduled"
⏱️
Total Delay 30.4 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
1.0d / 0.5d SLA
Scheduled
19.0d / 2.0d SLA
Tech On Site
1.8d / 1.0d SLA
Tech Off Site
1.0d / 2.0d 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 Following up/Call support. NO travel mileage and zone. MD


01/15 Second call of today. Travel, mileage and zone are on WO-01312888. MD





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

🔧 Work Performed
01/16/2026 After following up, "Sap states that GCMS is working OK and is back in operation" 01/15/2026 At arrival customer mentioned that chromatogram wasn't showing one peak. GCMS #10 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 some time, H2O and N2 were above the limit, no air leak although. System will bake out overnight and customer will run check samples on 01/16.
⚠️ Problem Description
28R SYS-GM-5975T Contract ends 07/31/2026 repair included PM G4514A CN11520028 7693A Tray, 150 Vial G3440A CN12111037 Agilent 7890A Series GC Custom G3171A US12122A28 5975C inert MSD Std. turbo EI mainframe G4513A CN13050072 7693A Autoinjector
📄 Description
GCMS 5975 Turbo System
📞 Call Description
JAN 2026 GC PM

Timeline

📞
▶
4 Case Linked Dec 17, 10:25 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01326968
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, 7:23 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Maria Davis
Scheduled For: 2026-01-16T16:00:00.000+0000
🚨 19.6 business days
📅
Dispatch Scheduled by Maria Davis Jan 15, 10:52 AM
Scheduled For: 2026-01-26T16:00:00.000+0000
🔧
Status: Tech On Site by Maria Davis Jan 15, 12:16 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 28d 16h
🔩
6x Parts Added Jan 15, 3:29 PM
Type: Parts
Status: Open
Qty: 1, 2
🚗
Status: Tech Off Site by Maria Davis Jan 16, 7:55 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 19h 38m
⏱️
Labor Added Jan 16, 12:41 PM
Type: Labor
Status: Open
Qty: 5
💵
▶
2 Expenses Added Jan 16, 7:04 PM
Expenses Added → Status: Completed
✔️
Status: Completed by Maria Davis
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 11h 10m
⏳ 0.6 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 19, 4:34 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: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.4 business hours
Scheduled
Duration: 19.0 business days (threshold: 2.0 business days)
Exceeded by 17.0 business days
Tech On Site
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.7 business hours
Ready to Bill
Duration: 13.0 business days (threshold: 1.0 business days)
Exceeded by 12.0 business days

🔗 Related Artifacts

📞
Case 00552385
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Maria Davis
Scheduled
Jan 26, 11:00 AM
Created
Dec 17, 10:26 AM
Invoice #
SM-253062

Work Details (8)

Name Type Status Qty Amount Date
WL-03066629 Parts Open 1 $0.00 Jan 15, 3:29 PM
WL-03066630 Parts Open 1 $0.00 Jan 15, 3:29 PM
WL-03066631 Parts Open 1 $0.00 Jan 15, 3:29 PM
WL-03066632 Parts Open 1 $0.00 Jan 15, 3:29 PM
WL-03066633 Parts Open 1 $0.00 Jan 15, 3:29 PM
WL-03066634 Parts Open 2 $0.00 Jan 15, 3:29 PM
WL-03067967 Labor Open 5 $570.00 Jan 16, 12:41 PM
WL-03068751 Expenses Open 1 $0.00 Jan 16, 7:04 PM

Details