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Detailed work order timeline, KPIs, and analysis

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WO-01337460 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

📍 Pickering Laboratories Inc — 1280 Space Park Way, Mountain View CA, 94043

Jan 13, 2026 → Jan 22, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 15, 2026
✗ SLA Missed (4 biz days late)
Active: 6 biz days
🕐 Clock stopped: Completed (Jan 22, 2026)
▶ Clock Running
Status: Created
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Reschedule
Jan 13 → Jan 19, 2026
3 business days (counted)
Running total: 3 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 19 → Jan 22, 2026
3 business days (counted)
Running total: 6 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 6 of ? biz days used
Created: Jan 13, 2026 Completed: Jan 22, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 13 → Jan 13 Created ▶ Running 0 0
Jan 13 → Jan 13 Ready for Scheduling ▶ Running 0 0
Jan 13 → Jan 13 Assigned ▶ Running 0 0
Jan 13 → Jan 19 Reschedule ▶ Running 3 3
Jan 19 → Jan 22 Scheduled ▶ Running 3 6
Jan 22 → Jan 22 Tech On Site ▶ Running 0 6
Dispatch 0.0d
Coordinators 7.2d
Field Work 0.7d
Billing 9.2d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
7.2 days
Over SLA
Field Work
0.7 days
Billing
9.2 days
Over SLA
Created: Jan 13, 2026 Due: Jan 15, 2026 Completed: Jan 22, 2026 (6 days late)
📅
7.0 days Total Age
⏱️
9.2d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
11.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00558401
6008363246
Closed
28R SYS-LC-1290II Repair Autosampler leaking
Priority
High
Origin
Web
Reason
New Case
Contact
Luca Nardin
Owner
Leona Coonrod
Created
Jan 13, 2026
Work Orders from this Case (1)
WO-01337460 (current) Invoiced
Repair • Larry Alberty
Created: Jan 13, 2026 • Closed: Jan 22, 2026
Completed with significant delays
Invoiced • 50 days old
🚨
Primary Delay 9.2 days stuck in "Ready to Bill"
⏱️
Total Delay 11.6 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
0.2d / 0.5d SLA
Reschedule
4.0d / 2.0d SLA
Scheduled
3.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
9.2d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Larry Alberty ARP to site is 18 miles. Zone 1
🔧 Work Performed
Completed LC Repair.
⚠️ Problem Description
28R SYS-LC-1290II Repair Autosampler leaking
📄 Description
1100 Autosampler
📞 Call Description
Jan 2026 LC REPAIR

Timeline

📞
Case Linked Jan 13, 9:29 AM
Case Number: 00558401
Subject: 6008363246
Status: Closed
📋
▶
3 Work Order Created Jan 13, 9:35 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: a0hF0000001pE6KIAU, Larry Alberty
👷
Technician Assigned by Michael Burris Jan 13, 10:37 AM
Technician: Larry Alberty
🔄
Status: Reschedule by Larry Alberty Jan 13, 10:50 AM
From: Assigned
To: Reschedule
Duration in Previous: 1h 14m
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Jan 19, 11:21 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-01-22T14:00:00.000+0000
⏳ 3.0 business days
🔧
▶
2 Status: Tech On Site Jan 22, 10:23 AM
Status: Tech On Site → 3x Travel Added
🚗
3x Travel Added
Type: Travel, Parts
Status: Open
Qty: 20, 1
⏱️
▶
3 3x Labor Added Jan 22, 4:07 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Larry Alberty
From: Tech On Site
To: Completed
Duration in Previous: 5h 45m
🏁
Status: Closed by Larry Alberty
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 23, 5:12 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
⚠️ 9.8 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

Reschedule
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Scheduled
Duration: 3.0 business days (threshold: 2.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.8 business hours
Ready to Bill
Duration: 9.2 business days (threshold: 1.0 business days)
Exceeded by 8.2 business days

🔗 Related Artifacts

📞
Case 00558401
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Larry Alberty
Scheduled
Jan 22, 9:00 AM
Created
Jan 13, 9:35 AM
Invoice #
SM-253062

Work Details (6)

Name Type Status Qty Amount Date
WL-03074807 Travel Open 20 $180.00 Jan 22, 10:25 AM
WL-03074808 Travel Open 20 $0.00 Jan 22, 10:25 AM
WL-03074809 Parts Open 1 $0.00 Jan 22, 10:25 AM
WL-03075459 Labor Open 1 $0.00 Jan 22, 4:07 PM
WL-03075460 Labor Open 2 $228.00 Jan 22, 4:07 PM
WL-03075461 Labor Open 1 $0.00 Jan 22, 4:07 PM

Details