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WO-01335222 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

📍 PharmaLogic Austin LLC — 10600 N Lamar Blvd, Austin TX, 78753

Jan 9, 2026 → Jan 19, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 7, 2026
✓ SLA Met (14 biz days early)
Active: 5 biz days
🕐 Clock stopped: Completed (Jan 19, 2026)
▶ Clock Running
Status: Created
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Assigned
Jan 9 → Jan 14, 2026
3 business days (counted)
Running total: 3 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 14 → Jan 16, 2026
2 business days (counted)
Running total: 5 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Jan 16 → Jan 17, 2026
0 business days (counted)
Running total: 5 of ? biz days used
0d
▶ Clock Running
Status: Scheduled
Jan 17 → Jan 19, 2026
0 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 5 of ? biz days used
Created: Jan 9, 2026 Completed: Jan 19, 2026
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jan 9 → Jan 9 Created ▶ Running 0 0
Jan 9 → Jan 9 Ready for Scheduling ▶ Running 0 0
Jan 9 → Jan 14 Assigned ▶ Running 3 3
Jan 14 → Jan 16 Scheduled ▶ Running 2 5
Jan 16 → Jan 17 Tech On Site ▶ Running 0 5
Jan 17 → Jan 19 Scheduled ▶ Running 0 5
Jan 19 → Jan 19 Tech On Site ▶ Running 0 5
Dispatch 0.0d
Coordinators 6.6d
Field Work 1.0d
Billing 13.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
6.6 days
Over SLA
Field Work
1.0 days
Billing
13.0 days
Over SLA
Created: Jan 9, 2026 Due: Feb 7, 2026 Completed: Jan 19, 2026 (19 days early)
📅
6.0 days Total Age
⏱️
13.0d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
16.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 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 Jose Gutierrez — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 15, 2026
Visit 2 Jan 16, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00557457
6008352199
Closed
SS SYS-GC-8890 SW IQOQ and HW OQ SN#US2339A022 Instation / Per-incident Enterprise OQ / Per-incident Enterprise IQ G4513A RO24055035 7693A Autoinjector G3540A US2339A022 Agilent 8890 GC System Custom G4513A RO23265032 7693A Autoinjector
Priority
High
Origin
Web
Reason
New Case
Contact
Vega Misael
Owner
Leona Coonrod
Created
Jan 9, 2026
Work Orders from this Case (3)
WO-01335221 Invoiced
Installation • Jose Gutierrez
Created: Jan 9, 2026 • Closed: Jan 17, 2026
WO-01335222 (current) Invoiced
EOQ • Jose Gutierrez
Created: Jan 9, 2026 • Closed: Jan 19, 2026
WO-01335223 Invoiced
IOQ • Jose Gutierrez
Created: Jan 9, 2026 • Closed: Jan 17, 2026
Completed with significant delays
Invoiced • 54 days old
🚨
Primary Delay 13.0 days stuck in "Ready to Bill"
⏱️
Total Delay 16.1 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
4.0d / 0.5d SLA
Scheduled
2.6d / 2.0d SLA
Tech On Site
1.0d / 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

TRAVEL 01/15 ON WO-01335221

Please assign to Jose Gutierrez ARP to site is 90 miles. Zone 2

🔧 Work Performed
Performed software OQ per SW.02.66 protocol. All tests passed. One deviation due to misunderstanding of ACE task list question.
⚠️ Problem Description
SS SYS-GC-8890 SW IQOQ and HW OQ SN#US2339A022 Instation / Per-incident Enterprise OQ / Per-incident Enterprise IQ G4513A RO24055035 7693A Autoinjector G3540A US2339A022 Agilent 8890 GC System Custom G4513A RO23265032 7693A Autoinjector
📄 Description
Agilent - 8890 GC System Custom
📞 Call Description
FEB 2026 GC EOQ

Timeline

📞
Case Linked Jan 9, 8:22 AM
Case Number: 00557457
Subject: 6008352199
Status: Closed
📋
▶
3 Work Order Created Jan 9, 8:29 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
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Jan 14, 2:21 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jose Gutierrez
Scheduled For: 2026-01-16T15:00:00.000+0000
⏳ 2.0 business days
⏱️
Labor Added Jan 15, 10:52 PM
Type: Labor
Status: Open
Qty: 2
🔧
Status: Tech On Site by Jose Gutierrez Jan 16, 9:46 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 19h
⏳ 1.0 business days
⏱️
▶
2 3x Labor Added Jan 17, 3:07 PM
3x Labor Added → Status: Scheduled
🗓️
Status: Scheduled by Jose Gutierrez
From: Tech On Site
To: Scheduled
Duration in Previous: 1d 5h
⏳ 0.0 business days
🔧
Status: Tech On Site by Jose Gutierrez Jan 19, 10:45 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 19h
🚗
▶
2 2x Travel Added Jan 19, 3:10 PM
2x Travel Added → Status: Completed
✔️
Status: Completed by Jose Gutierrez
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 4h 26m, 0m
📄
Status: Ready to Bill by Hannah Shaw Jan 19, 4:41 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 29m
🚨 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: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.6 business hours
Ready to Bill
Duration: 13.0 business days (threshold: 1.0 business days)
Exceeded by 12.0 business days

🔗 Related Artifacts

📞
Case 00557457
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jose Gutierrez
Scheduled
Jan 16, 10:00 AM
Created
Jan 9, 8:29 AM
Invoice #
SM-253062

Work Details (6)

Name Type Status Qty Amount Date
WL-03067465 Labor Open 2 $0.00 Jan 15, 10:52 PM
WL-03069319 Labor Open 2.5 $0.00 Jan 17, 3:07 PM
WL-03069320 Labor Open 3 $684.00 Jan 17, 3:07 PM
WL-03069321 Labor Open 2.5 $0.00 Jan 17, 3:07 PM
WL-03070627 Travel Open 90 $359.00 Jan 19, 3:10 PM
WL-03070628 Travel Open 90 $0.00 Jan 19, 3:10 PM

Details