Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01328127 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Houston Methodist Research Institute — 6670 Bertner Ave, Houston TX, 77030

Dec 26, 2025 → Jan 19, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 30, 2026
✓ SLA Met (9 biz days early)
Active: 14 biz days
🕐 Clock stopped: Completed (Jan 19, 2026)
▶ Clock Running
Status: Created
Dec 26 → Dec 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 26 → Dec 26, 2025
0 business days (counted)
Running total: 0 of ? biz days used
14d
▶ Clock Running
Status: Assigned
Dec 26 → Jan 19, 2026
14 business days (counted)
Running total: 14 of ? biz days used
Created: Dec 26, 2025 Completed: Jan 19, 2026
Show SLA Clock Detail (3 periods)
Period Status Clock Biz Days Running Total
Dec 26 → Dec 26 Created ▶ Running 0 0
Dec 26 → Dec 26 Ready for Scheduling ▶ Running 0 0
Dec 26 → Jan 19 Assigned ▶ Running 14 14
Dispatch 0.0d
Coordinators 15.0d
Billing 13.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
15.0 days
Over SLA
Billing
13.3 days
Over SLA
Created: Dec 26, 2025 Due: Jan 30, 2026 Completed: Jan 19, 2026 (11 days early)
📅
15.0 days Total Age
⏱️
15.0d in Assigned Longest Stage
🔄
7 transitions Status Changes
⚠️
25.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
📋
Coordinator Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
Visit 1 Dec 22, 2025
Visit 2 Dec 23, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00553215
6008093704 - waiting on product to be built
Closed
28R SYS-TS-4150 Contract ends 06/05/2028 repair included PM G2992A DEDAB04566 4150 TapeStation Instrument
Priority
High
Origin
Web
Reason
New Case
Contact
Chiara Mancino
Owner
Leona Coonrod
Created
Dec 19, 2025
Work Orders from this Case (1)
WO-01328127 (current) Invoiced
Preventive Maintenance • Jose Gutierrez
Created: Dec 26, 2025 • Closed: Jan 19, 2026
Completed with significant delays
Invoiced • 68 days old
🚨
Primary Delay 15.0 days stuck in "Assigned"
⏱️
Total Delay 25.8 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
15.0d / 0.5d SLA
Closed
0.0d / 1.0d SLA
Ready to Bill
13.3d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jose Gutierrez ARP to site is 202 miles. Zone 5
🔧 Work Performed
TapeStation mentoring session with FSE Jose Melendez.
⚠️ Problem Description
28R SYS-TS-4150 Contract ends 06/05/2028 repair included PM G2992A DEDAB04566 4150 TapeStation Instrument
📄 Description
Agilent - G2992A - 4150 TapeStation Instrument
📞 Call Description
JAN 2026 TS PM

Timeline

📞
Case Linked Dec 19, 1:57 PM
Case Number: 00553215
Subject: 6008093704 - waiting on product to be built
Status: Closed
⚠️ 5.0 business days
📋
▶
3 Work Order Created Dec 26, 9:49 AM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
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: Jose Gutierrez
⏱️
▶
2 4x Labor Added Dec 26, 10:21 AM
4x Labor Added → 3x Travel Added
🚗
3x Travel Added
Type: Travel, Expenses
Status: Open
Qty: 208, 206, 1
🚨 15.0 business days
✔️
Status: Completed by Jose Gutierrez Jan 19, 3:23 PM
From: Assigned, Completed
To: Completed, Closed
Duration in Previous: 24d 5h, 0m
📄
Status: Ready to Bill by Hannah Shaw Jan 19, 4:54 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 31m
🚨 11.0 business days
💵
▶
2 Status: Billing Review Feb 3, 4:48 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
⏳ 2.9 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: 15.0 business days (threshold: 4.0 business hours)
Exceeded by 14.5 business days
Ready to Bill
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days
Ready to Bill
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00553215
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jose Gutierrez
Scheduled
N/A
Created
Dec 26, 9:49 AM
Invoice #
SM-253062

Work Details (7)

Name Type Status Qty Amount Date
WL-03047817 Labor Open 2 $228.00 Dec 26, 10:21 AM
WL-03047818 Labor Open 3.5 $0.00 Dec 26, 10:21 AM
WL-03047819 Labor Open 4 $0.00 Dec 26, 10:21 AM
WL-03047820 Labor Open 0.083333333333333 $0.00 Dec 26, 10:21 AM
WL-03047828 Travel Open 208 $1,077.00 Dec 26, 10:22 AM
WL-03047829 Travel Open 206 $0.00 Dec 26, 10:22 AM
WL-03047827 Expenses Open 1 $0.00 Dec 26, 10:22 AM

Details