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WO-01278495 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • 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
24d
▶ Clock Running
Status: Scheduled
Aug 5 → Sep 9, 2025
24 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 (5 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 9 Scheduled ▶ Running 24 62
Sep 9 → Sep 10 Tech On Site ▶ Running 1 63
Dispatch 0.0d
Coordinators 63.4d
Field Work 0.9d
Billing 9.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
63.4 days
Over SLA
Field Work
0.9 days
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
🔄
7 transitions Status Changes
⚠️
69.4d 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 #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 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Jun 10, 2025 • Closed: Sep 10, 2025
WO-01278495 (current) 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
24.7d / 2.0d SLA
Tech On Site
0.9d / 1.0d 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
Please assign to Hermilo Solano ARP to site is 6 miles. Zone 1
🔧 Work Performed
Performed annual PMOQ service on HPLC (QC-012) per Agilent's recommended EQP version 2.67. All PM and OQ 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 EOQ

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-01278495
Type: EOQ
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, 2:24 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-09-08T15:00:00.000+0000
🚨 25.0 business days
🔧
Status: Tech On Site by Hermilo Solano Sep 9, 5:18 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 35d 2h
⏱️
5x Labor Added Sep 9, 10:23 PM
Type: Labor, Travel
Status: Open
Qty: 0.25, 5.6666666666667, 4
✔️
Status: Completed by Hermilo Solano Sep 10, 12:12 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6h 54m, 0m
📄
Status: Ready to Bill by Hannah Shaw Sep 10, 3:46 PM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 34m
🚨 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: 24.7 business days (threshold: 2.0 business days)
Exceeded by 22.7 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
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Sep 8, 11:00 AM
Created
Jun 10, 2:29 PM
Invoice #
SM-241753

Work Details (5)

Name Type Status Qty Amount Date
WL-02930643 Labor Open 0.25 $0.00 Sep 9, 10:23 PM
WL-02930644 Labor Open 5.6666666666667 $798.00 Sep 9, 10:23 PM
WL-02930645 Labor Open 0.25 $0.00 Sep 9, 10:23 PM
WL-02930646 Travel Open 4 $180.00 Sep 9, 10:23 PM
WL-02930647 Travel Open 4 $0.00 Sep 9, 10:23 PM

Details