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WO-01328938 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Eyconis Inc — 1200 Bridge Pkwy, Redwood City CA, 94065

Jan 2, 2026 → Feb 12, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (10 biz days early)
Active: 28 biz days
🕐 Clock stopped: Completed (Feb 12, 2026)
▶ Clock Running
Status: Created
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Jan 2 → Jan 9, 2026
5 business days (counted)
Running total: 5 of ? biz days used
23d
▶ Clock Running
Status: Scheduled
Jan 9 → Feb 12, 2026
23 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 28 of ? biz days used
Created: Jan 2, 2026 Completed: Feb 12, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 2 → Jan 2 Created ▶ Running 0 0
Jan 2 → Jan 2 Ready for Scheduling ▶ Running 0 0
Jan 2 → Jan 9 Assigned ▶ Running 5 5
Jan 9 → Feb 12 Scheduled ▶ Running 23 28
Feb 12 → Feb 12 Tech On Site ▶ Running 0 28
Dispatch 0.0d
Coordinators 29.3d
Field Work 0.8d
Billing 11.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
29.3 days
Over SLA
Field Work
0.8 days
Billing
11.0 days
Over SLA
Created: Jan 2, 2026 Due: Feb 28, 2026 Completed: Feb 12, 2026 (16 days early)
📅
28.3 days Total Age
⏱️
24.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
37.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00555687
6008278293
Closed
28R SYS-LC-1290II Contract ends 01/31/2027 repair included PM PM only - customer supplies the UV lamp G7117B DEBAW04906 1290 Infinity II Diode Array Detector G7116B DEBA409508 1290 Infinity II Multicolumn Thermostat G7129B DEBA906395 1290 Infinity II Vialsampler G7120A DEBAY04792 1290 Infinity II High Speed Pump G4761A DEBBP42662 Upgrade InfinityLab Sample Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Kathy Bang
Owner
Leona Coonrod
Created
Jan 2, 2026
Work Orders from this Case (1)
WO-01328938 (current) Invoiced
Preventive Maintenance • Larry Alberty
Created: Jan 2, 2026 • Closed: Feb 12, 2026
Completed with significant delays
Invoiced • 61 days old
🚨
Primary Delay 24.0 days stuck in "Scheduled"
⏱️
Total Delay 37.2 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
Assigned
5.3d / 0.5d SLA
Scheduled
24.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
11.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

8 Jan 2026 Larry Alberty

Reached out again 2nd attempt.


6 Jan 2026 Larry Alberty

Reached out to location with proposed onsite visit time frame.


Please assign to Larry Alberty ARP to site is 25 miles. Zone 1

🔧 Work Performed
Completed LC PM.
⚠️ Problem Description
28R SYS-LC-1290II Contract ends 01/31/2027 repair included PM PM only - customer supplies the UV lamp G7117B DEBAW04906 1290 Infinity II Diode Array Detector G7116B DEBA409508 1290 Infinity II Multicolumn Thermostat G7129B DEBA906395 1290 Infinity II Vialsampler G7120A DEBAY04792 1290 Infinity II High Speed Pump G4761A DEBBP42662 Upgrade InfinityLab Sample Thermostat
📄 Description
1290 Infinity II High Speed Pump
📞 Call Description
FEB 2026 LC PM

Timeline

📞
Case Linked Jan 2, 4:14 PM
Case Number: 00555687
Subject: 6008278293
Status: Closed
📋
▶
3 Work Order Created Jan 2, 4:20 PM
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: a0hF0000001pE6KIAU, Larry Alberty
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Jan 9, 9:35 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-02-12T14:00:00.000+0000
🚨 24.0 business days
🔧
▶
2 Status: Tech On Site Feb 12, 9:37 AM
Status: Tech On Site → 4x Travel Added
🚗
4x Travel Added
Type: Travel, Parts
Status: Open
Qty: 30, 1
⏱️
▶
2 3x Labor Added Feb 12, 3:40 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6h 5m, 0m
📄
Status: Ready to Bill by Hannah Shaw Feb 13, 10:49 AM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 5m
🚨 10.8 business days
📨
▶
3 Status: Invoice Pending Mar 2, 6:40 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255302
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m

Bottlenecks

Assigned
Duration: 5.3 business days (threshold: 4.0 business hours)
Exceeded by 4.8 business days
Scheduled
Duration: 24.0 business days (threshold: 2.0 business days)
Exceeded by 22.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours
Ready to Bill
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days

🔗 Related Artifacts

📞
Case 00555687
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Larry Alberty
Scheduled
Feb 12, 9:00 AM
Created
Jan 2, 4:20 PM
Invoice #
SM-255302

Work Details (7)

Name Type Status Qty Amount Date
WL-03102659 Travel Open 30 $180.00 Feb 12, 9:41 AM
WL-03102660 Travel Open 30 $0.00 Feb 12, 9:41 AM
WL-03102661 Parts Open 1 $0.00 Feb 12, 9:41 AM
WL-03102662 Parts Open 1 $0.00 Feb 12, 9:41 AM
WL-03103294 Labor Open 1 $0.00 Feb 12, 3:40 PM
WL-03103295 Labor Open 4 $456.00 Feb 12, 3:40 PM
WL-03103296 Labor Open 1 $0.00 Feb 12, 3:40 PM

Details