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WO-01278494 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Westwood Laboratories Inc — 710 S Ayon Ave, Azusa CA, 91702

Jun 10, 2025 → Sep 10, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (14 biz days early)
Active: 63 biz days
🕐 Clock stopped: Completed (Sep 10, 2025)
▶ Clock Running
Status: Created
Jun 10 → Jun 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jun 10 → Jun 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
38d
▶ Clock Running
Status: Assigned
Jun 10 → Aug 5, 2025
38 business days (counted)
Running total: 38 of ? biz days used
23d
▶ Clock Running
Status: Scheduled
Aug 5 → Sep 8, 2025
23 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 8 → Sep 9, 2025
1 business day (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 62 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 9 → Sep 10, 2025
1 business day (counted)
Running total: 63 of ? biz days used
Created: Jun 10, 2025 Completed: Sep 10, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Jun 10 → Jun 10 Created ▶ Running 0 0
Jun 10 → Jun 10 Ready for Scheduling ▶ Running 0 0
Jun 10 → Aug 5 Assigned ▶ Running 38 38
Aug 5 → Sep 8 Scheduled ▶ Running 23 61
Sep 8 → Sep 9 Tech On Site ▶ Running 1 62
Sep 9 → Sep 9 Tech Off Site ▶ Running 0 62
Sep 9 → Sep 10 Tech On Site ▶ Running 1 63
Dispatch 0.0d
Coordinators 62.4d
Field Work 3.7d
Billing 9.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
62.4 days
Over SLA
Field Work
3.7 days
Over SLA
Billing
9.5 days
Over SLA
Created: Jun 10, 2025 Due: Sep 30, 2025 Completed: Sep 10, 2025 (20 days early)
📅
63.2 days Total Age
⏱️
38.7d in Assigned Longest Stage
🔄
9 transitions Status Changes
⚠️
69.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 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 Hermilo Solano — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 8, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00500614
6007844162
Closed
20L SYS-LC-1100 Contract ends 05/11/2026 repair included PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G1314A JP73706257 1100 VWD G1313AR US54000685 Agilent Cert. Pre-owned 1100 Autosampler G1322AR JP73020222 Agilent Cert. Pre-owned Degasser G1311AR DE11112776 Certified Pre-owned 1200 Quat. Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Rebecca Fleurent
Owner
Leona Coonrod
Created
Jun 10, 2025
Work Orders from this Case (2)
WO-01278494 (current) Invoiced
Preventive Maintenance • Hermilo Solano
Created: Jun 10, 2025 • Closed: Sep 10, 2025
WO-01278495 Invoiced
EOQ • Hermilo Solano
Created: Jun 10, 2025 • Closed: Sep 10, 2025
Completed with significant delays
Invoiced • 267 days old
🚨
Primary Delay 38.7 days stuck in "Assigned"
⏱️
Total Delay 69.4 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
38.7d / 0.5d SLA
Scheduled
23.7d / 2.0d SLA
Tech On Site
2.9d / 1.0d SLA
Tech Off Site
0.9d / 2.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
9.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
09-09- HSolano- Update: The purge valve was replaced and PM completed. 09-08- HSolano-Purge valve generated a crack while tightening the capillary fitting going from the purge valve to the Autosampler. The PM is not complete yet. The purge valve was ordered and will be replaced once received. Expected to arrive 09 Sept. 2025. 09-08- Part #5183-2078 (Red Screw Caps) is not found in the search bar. Please assign to Hermilo Solano ARP to site is 6 miles. Zone 1
🔧 Work Performed
Performed annual Preventative Maintenance. All required PM parts were replaced. All suggested PM tests passed.
🔍 Technician Findings
N/A
⚠️ Problem Description
20L SYS-LC-1100 Contract ends 05/11/2026 repair included PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G1314A JP73706257 1100 VWD G1313AR US54000685 Agilent Cert. Pre-owned 1100 Autosampler G1322AR JP73020222 Agilent Cert. Pre-owned Degasser G1311AR DE11112776 Certified Pre-owned 1200 Quat. Pump
📄 Description
Refurb. 1100/1200 quaternary pump
📞 Call Description
SEP 2025 LC PM

Timeline

📞
▶
4 Case Linked Jun 10, 2:28 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01278494
Type: Preventive Maintenance
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: Hermilo Solano
🚨 39.0 business days
🗓️
▶
2 Status: Scheduled Aug 5, 2:23 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-09-08T15:00:00.000+0000
🚨 24.0 business days
🔧
Status: Tech On Site by Hermilo Solano Sep 8, 11:34 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 33d 21h
🚗
Status: Tech Off Site by Hermilo Solano Sep 9, 10:18 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 22h 43m
⏱️
9x Labor Added Sep 9, 10:31 AM
Type: Labor, Travel, Parts
Status: Open
Qty: 0.33333333333333, 5, 0.41666666666667
🔧
Status: Tech On Site by Hermilo Solano Sep 9, 5:19 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 7h 1m
✔️
Status: Completed by Hermilo Solano Sep 10, 12:09 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6h 50m
🔩
▶
2 Parts Added Sep 10, 3:44 PM
Parts Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 15h 35m
🚨 10.0 business days
📨
Status: Invoice Pending by Hannah Shaw Sep 23, 9:21 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 12d 17h
💰
Status: Invoiced by Hannah Shaw Sep 23, 9:26 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
⏳ 2.0 business days
🧾
Invoice Created Sep 24, 10:39 AM
Invoice Number: SM-241753

Bottlenecks

Assigned
Duration: 38.7 business days (threshold: 4.0 business hours)
Exceeded by 38.2 business days
Scheduled
Duration: 23.7 business days (threshold: 2.0 business days)
Exceeded by 21.7 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 9.5 business days (threshold: 1.0 business days)
Exceeded by 8.5 business days

🔗 Related Artifacts

📞
Case 00500614
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Hermilo Solano
Scheduled
Sep 8, 11:00 AM
Created
Jun 10, 2:28 PM
Invoice #
SM-241753

Work Details (10)

Name Type Status Qty Amount Date
WL-02929542 Labor Open 0.33333333333333 $0.00 Sep 9, 10:31 AM
WL-02929543 Labor Open 5 $456.00 Sep 9, 10:31 AM
WL-02929544 Labor Open 0.41666666666667 $0.00 Sep 9, 10:31 AM
WL-02929545 Travel Open 4 $180.00 Sep 9, 10:31 AM
WL-02929546 Travel Open 4 $0.00 Sep 9, 10:31 AM
WL-02929547 Parts Open 1 $0.00 Sep 9, 10:31 AM
WL-02929548 Parts Open 1 $0.00 Sep 9, 10:31 AM
WL-02929549 Parts Open 1 $0.00 Sep 9, 10:31 AM
WL-02929550 Parts Open 1 $0.00 Sep 9, 10:31 AM
WL-02931377 Parts Open 1 $0.00 Sep 10, 3:44 PM

Details