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WO-01337788 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

📍 Western Digital Technologies Inc — 5601 Great Oaks Pkwy, SAN JOSE CA, 09519

Jan 14, 2026 → Jan 21, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 16, 2026
✗ SLA Missed (2 biz days late)
Active: 4 biz days
🕐 Clock stopped: Completed (Jan 21, 2026)
▶ Clock Running
Status: Created
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 14 → Jan 14, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Reschedule
Jan 14 → Jan 15, 2026
1 business day (counted)
Running total: 1 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 15 → Jan 21, 2026
3 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 21 → Jan 21, 2026
0 business days (counted)
Running total: 4 of ? biz days used
Created: Jan 14, 2026 Completed: Jan 21, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Jan 14 → Jan 14 Created ▶ Running 0 0
Jan 14 → Jan 14 Ready for Scheduling ▶ Running 0 0
Jan 14 → Jan 14 Assigned ▶ Running 0 0
Jan 14 → Jan 15 Reschedule ▶ Running 1 1
Jan 15 → Jan 21 Scheduled ▶ Running 3 4
Jan 21 → Jan 21 Tech On Site ▶ Running 0 4
Dispatch 0.0d
Coordinators 5.1d
Field Work 0.8d
Billing 10.8d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
5.1 days
Over SLA
Field Work
0.8 days
Billing
10.8 days
Over SLA
Created: Jan 14, 2026 Due: Jan 16, 2026 Completed: Jan 21, 2026 (4 days late)
📅
4.9 days Total Age
⏱️
10.8d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
11.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00558962
6008369330
Closed
20L SYS-LC-1290II Repair Pump Leaks B Side
Priority
High
Origin
Web
Reason
New Case
Contact
Nicholas Silaphet
Owner
Leona Coonrod
Created
Jan 14, 2026
Work Orders from this Case (1)
WO-01337788 (current) Invoiced
Repair • Larry Alberty
Created: Jan 14, 2026 • Closed: Jan 21, 2026
Completed with significant delays
Invoiced • 49 days old
🚨
Primary Delay 10.8 days stuck in "Ready to Bill"
⏱️
Total Delay 11.4 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
0.7d / 0.5d SLA
Reschedule
1.2d / 2.0d SLA
Scheduled
3.2d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
10.8d / 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 25 miles. Zone 1
🔧 Work Performed
Performed LC Repair.
⚠️ Problem Description
20L SYS-LC-1290II Repair Pump Leaks B Side
📄 Description
1290 Infinity II High Speed Pump
📞 Call Description
Jan 2026 LC REPAIR

Timeline

📞
▶
4 Case Linked Jan 14, 11:42 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01337788
Type: Repair
Priority: PC
📅
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: Larry Alberty
👷
Technician Assigned by Michael Burris Jan 14, 12:46 PM
Technician: Larry Alberty
🔄
Status: Reschedule by Larry Alberty Jan 14, 5:11 PM
From: Assigned
To: Reschedule
Duration in Previous: 5h 26m
⏳ 1.9 business days
🗓️
▶
2 Status: Scheduled Jan 15, 5:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Larry Alberty
Scheduled For: 2026-01-21T14:00:00.000+0000
⏳ 3.8 business days
🔧
Status: Tech On Site by Larry Alberty Jan 21, 10:47 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 17h
⏱️
▶
2 5x Labor Added Jan 21, 5:22 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Larry Alberty
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6h 34m, 0m
📄
Status: Ready to Bill by Hannah Shaw Jan 22, 12:25 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 2m
🚨 11.0 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: 5.4 business hours (threshold: 4.0 business hours)
Exceeded by 1.4 business hours
Scheduled
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.6 business hours
Ready to Bill
Duration: 10.8 business days (threshold: 1.0 business days)
Exceeded by 9.8 business days

🔗 Related Artifacts

📞
Case 00558962
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Larry Alberty
Scheduled
Jan 21, 9:00 AM
Created
Jan 14, 11:44 AM
Invoice #
SM-253062

Work Details (5)

Name Type Status Qty Amount Date
WL-03073894 Labor Open 1 $0.00 Jan 21, 5:22 PM
WL-03073895 Labor Open 4 $456.00 Jan 21, 5:22 PM
WL-03073896 Labor Open 1 $0.00 Jan 21, 5:22 PM
WL-03073897 Travel Open 25 $180.00 Jan 21, 5:22 PM
WL-03073898 Travel Open 25 $0.00 Jan 21, 5:22 PM

Details