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WO-01327311 ↗ ServiceMax

AGILENT TECHNOLOGIES (VPD-FIELD) • Overhaul • PSM

📍 Atomic Machines Inc — 1537 63rd St, EMERYVILLE CA, 94608

Dec 18, 2025 → Jan 25, 2026

✅ Completed
PSM
SLA Clock
Last business day of December 2025 · Target: Dec 31, 2025
✗ SLA Missed
Active: 8 biz days
Paused: 13 biz days
🕐 Clock stopped: Tech Off Site (Jan 21, 2026)
▶ Clock Running
Status: Created
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
⏸13d
⏸ Clock Paused
Status: Awaiting Parts
Dec 18 → Jan 8, 2026
13 business days (not counted)
▶ Clock Running
Status: Ready for Scheduling
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 0 of ? biz days used
7d
▶ Clock Running
Status: Scheduled
Jan 8 → Jan 20, 2026
7 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 20 → Jan 21, 2026
1 business day (counted)
Running total: 8 of ? biz days used
Created: Dec 18, 2025 Tech Off Site: Jan 21, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 18 → Dec 18 Created ▶ Running 0 0
Dec 18 → Jan 8 Awaiting Parts ⏸ Paused 13 —
Jan 8 → Jan 8 Ready for Scheduling ▶ Running 0 0
Jan 8 → Jan 8 Assigned ▶ Running 0 0
Jan 8 → Jan 20 Scheduled ▶ Running 7 7
Jan 20 → Jan 21 Tech On Site ▶ Running 1 8
Dispatch 0.0d
Material Management 13.3d
Coordinators 8.2d
Field Work 5.2d
Billing 4.9d
✗ SLA Missed
Dispatch
0.0 days
Material Management
13.3 days
Over SLA
Coordinators
8.2 days
Over SLA
Field Work
5.2 days
Over SLA
Billing
4.9 days
Over SLA
Created: Dec 18, 2025 Due: Jan 15, 2026 Completed: Jan 26, 2026 (10 days late)
📅
23.5 days Total Age
⏱️
13.3d in Awaiting Parts Longest Stage
🔄
11 transitions Status Changes
⚠️
19.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
22 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 19, 2026
Visit 2 Jan 20, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552881
6008303715
Closed
Note 12/18/2025 15:52:10 MOHPANDE [12-18-2025 ATI RM TEAM Mohit Pandey] Part 643100634 Qty- 1 is on Backorder in 2810. Nothing is in transit and WW. Expedited with the Controller via email to improve the date. Part controllers are expected to respond within 24 hours and we will update as soon as we receive a response. Email sent to FSE and Controller. Part EX8699367 Qty 1 is on Backorder in 2810. Part is in transit from IT10 Plant to 2810 with an ETA of 12/19 under PO 2352163689 with AWB BE26252. Once stock is received at 2810 shipment will be made. ____________________ Parts Prediction 12/18/2025 13:36:13 WF-BATCH Agent: PIERCEB Timestamp: 2025-12-18 12:36:05 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP IDP3TS 643100634 EX8699367 ____________________ Note 12/18/2025 13:36:12 WF-BATCH Agent: PIERCEB Timestamp: 2025-12-18 12:36:05 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760. Turbo defective reading 6000rpm
Priority
Standard
Origin
Web
Reason
New Case
Contact
Maria Schriver
Owner
Leona Coonrod
Created
Dec 18, 2025
Work Orders from this Case (1)
WO-01327311 (current) Invoiced
Overhaul • Kwame Cobb
Created: Dec 18, 2025 • Closed: Jan 25, 2026
Completed with significant delays
Invoiced • 76 days old
🚨
Primary Delay 13.3 days stuck in "Awaiting Parts"
⏱️
Total Delay 19.7 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
13.3d / 3.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.4d / 0.5d SLA
Scheduled
7.7d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
3.2d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Billing Review
1.2d / 2.0d SLA
Ready to Bill
0.3d / 1.0d SLA
Invoice Pending
3.4d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-8 Mburris email from POC to set tech is traveling in different area and will miss sla

1/8/26 lcoonrod

670029096 CLEANING KIT FOR VACUUM + SPEC TUBE

VSFLDHIS HOT ION SOURCE KIT

VSFLDCL VS SERIES CALIBRATED LEAK REPLACEMENT

VSFLDOV VS SERIES, VALVE BLOCK O-RING KIT

VSFLDDP Diaphragm Pump Maintenance Kit

IDP3TS IDP3 SOLID TIP SEAL KIT

643100634 VALVE 2 -WAY CLIPPARD ETN-2M-24

EX8699367 EXCHANGE TURBO-V70LP FOR VS LEAK DET


way bill 887243941886 Delivered Friday, 12/19/25 at 10:15 AM Signed for by: D.Dylan

way bill 887249157241 Delivered Friday, 12/19/25 at 10:15 AM Signed for by: D.Dylan

way bill 887495078080 Delivered Tuesday, 12/30/25 at 10:02 AM Signed for by: X.Sasphan

way bill 887358684636 Delivered Tuesday, 12/23/25 at 11:32 AM Signed for by: D.Dylan




12/18/25 lcoonrod parts have not shipped.

🔧 Work Performed
Completed Service Tasks: Inspection and Cleaning Performed a comprehensive inspection and cleaning of: Spectrometer Valve block Manifold Component Replacement: Replaced turbo pump 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 Calibrated Leak Maintenance: Replaced the calibrated leak Supplied ISO traceable certificate for the new calibrated leak
🔍 Technician Findings
As found: Unit in work lab.
⚠️ Problem Description
Note 12/18/2025 15:52:10 MOHPANDE [12-18-2025 ATI RM TEAM Mohit Pandey] Part 643100634 Qty- 1 is on Backorder in 2810. Nothing is in transit and WW. Expedited with the Controller via email to improve the date. Part controllers are expected to respond within 24 hours and we will update as soon as we receive a response. Email sent to FSE and Controller. Part EX8699367 Qty 1 is on Backorder in 2810. Part is in transit from IT10 Plant to 2810 with an ETA of 12/19 under PO 2352163689 with AWB BE26252. Once stock is received at 2810 shipment will be made. ____________________ Parts Prediction 12/18/2025 13:36:13 WF-BATCH Agent: PIERCEB Timestamp: 2025-12-18 12:36:05 670029096 VSFLDHIS VSFLDCL VSFLDOV VSFLDDP IDP3TS 643100634 EX8699367 ____________________ Note 12/18/2025 13:36:12 WF-BATCH Agent: PIERCEB Timestamp: 2025-12-18 12:36:05 Once the quotation has been accepted, please create a service order and assign it to the service employee group 98004236. Salesperson - Brian Kaemmer; brian.kaemmer@agilent.com; Mobile: 707-251-9760. Turbo defective reading 6000rpm
📄 Description
Helium Leak Detector, PD03 configuration
📞 Call Description
VPD Field Overhaul Trade

Timeline

📞
Case Linked Dec 18, 1:46 PM
Case Number: 00552881
Subject: 6008303715
Status: Closed
📋
▶
3 Work Order Created Dec 18, 4:17 PM
Work Order Created → 8x Parts Added → Status: Awaiting Parts
🔩
8x Parts Added
Type: Parts
Status: Open
Qty: 1
📦
Status: Awaiting Parts by Leona Coonrod
From: Entered
To: Awaiting Parts
Duration in Previous: 3m
🚨 14.0 business days
📅
Status: Ready for Scheduling by Leona Coonrod Jan 8, 9:34 AM
From: Awaiting Parts
To: Ready for Scheduling
Duration in Previous: 20d 17h
👷
▶
2 Status: Assigned Jan 8, 9:54 AM
Status: Assigned → Technician Assigned
👷
Technician Assigned by Michael Burris
Technician: Kwame Cobb
🗓️
▶
2 Status: Scheduled Jan 8, 1:06 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-20T14:00:00.000+0000
⚠️ 7.0 business days
💵
3x Expenses Added Jan 16, 4:43 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 0.9 business days
💵
3x Expenses Added Jan 18, 10:36 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.0 business days
💵
3x Expenses Added Jan 20, 9:00 AM
Type: Expenses, Travel
Status: Open
Qty: 1, 380, 35
🔧
Status: Tech On Site by Kwame Cobb Jan 20, 9:54 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 20h
⏳ 2.0 business days
🚗
Status: Tech Off Site by Kwame Cobb Jan 21, 10:39 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1d 0h
⏱️
4x Labor Added Jan 21, 11:42 AM
Type: Labor
Status: Open
Qty: 10, 6
⏳ 3.0 business days
💵
Expenses Added Jan 25, 7:00 PM
Type: Expenses
Status: Open
Qty: 1
✔️
Status: Completed by Kwame Cobb Jan 25, 8:12 PM
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 4d 9h, 0m
💵
Status: Billing Review by Hannah Shaw Jan 26, 5:08 PM
From: Closed
To: Billing Review
Duration in Previous: 20h 54m
📄
Status: Ready to Bill by MICHAEL MCNAMARA Jan 27, 1:24 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 20h 16m
📨
Status: Invoice Pending by Hannah Shaw Jan 27, 3:31 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 2h 6m
⏳ 4.0 business days
💰
Status: Invoiced by Hannah Shaw Jan 30, 5:43 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 3d 2h
⚠️ 8.8 business days
🧾
Invoice Created Feb 11, 2:13 PM
Invoice Number: SM-252372

Bottlenecks

Awaiting Parts
Duration: 13.3 business days (threshold: 3.0 business days)
Exceeded by 10.3 business days
Scheduled
Duration: 7.7 business days (threshold: 2.0 business days)
Exceeded by 5.7 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Tech Off Site
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Invoice Pending
Duration: 3.4 business days (threshold: 2.0 business days)
Exceeded by 1.4 business days

🔗 Related Artifacts

📞
Case 00552881
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PSM
Type
Overhaul
Branch
ERLA - PROD
Technician
Kwame Cobb
Scheduled
Jan 20, 9:00 AM
Created
Dec 18, 4:17 PM
Invoice #
SM-252372

Work Details (22)

Name Type Status Qty Amount Date
WL-03042265 Parts Open 1 $0.00 Dec 18, 4:20 PM
WL-03042266 Parts Open 1 $0.00 Dec 18, 4:20 PM
WL-03042267 Parts Open 1 $0.00 Dec 18, 4:20 PM
WL-03042268 Parts Open 1 $0.00 Dec 18, 4:20 PM
WL-03042269 Parts Open 1 $0.00 Dec 18, 4:20 PM
WL-03042270 Parts Open 1 $0.00 Dec 18, 4:20 PM
WL-03042271 Parts Open 1 $0.00 Dec 18, 4:20 PM
WL-03042272 Parts Open 1 $0.00 Dec 18, 4:20 PM
WL-03068559 Expenses Open 1 $579.90 Jan 16, 4:43 PM
WL-03068560 Expenses Open 1 $223.10 Jan 16, 4:43 PM
WL-03068561 Expenses Open 1 $661.13 Jan 16, 4:43 PM
WL-03069782 Expenses Open 1 $59.00 Jan 18, 10:36 PM
WL-03069783 Expenses Open 1 $60.07 Jan 18, 10:36 PM
WL-03069784 Expenses Open 1 $110.99 Jan 18, 10:36 PM
WL-03071367 Expenses Open 1 $50.00 Jan 20, 9:00 AM
WL-03071368 Travel Open 380 $800.00 Jan 20, 9:00 AM
WL-03071369 Travel Open 35 $150.00 Jan 20, 9:00 AM
WL-03073200 Labor Open 10 $0.00 Jan 21, 11:42 AM
WL-03073201 Labor Open 1 $0.00 Jan 21, 11:42 AM
WL-03073202 Labor Open 6 $920.00 Jan 21, 11:42 AM
WL-03073203 Labor Open 1 $0.00 Jan 21, 11:42 AM
WL-03078408 Expenses Open 1 $50.00 Jan 25, 7:00 PM

Details