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WO-01293392 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Bachem Inc — 3132 Kashiwa St, Torrance CA, 90505

Jul 23, 2025 → Oct 16, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (11 biz days early)
Active: 59 biz days
🕐 Clock stopped: Tech Off Site (Oct 16, 2025)
▶ Clock Running
Status: Created
Jul 23 → Jul 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jul 23 → Jul 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
19d
▶ Clock Running
Status: Assigned
Jul 23 → Aug 19, 2025
19 business days (counted)
Running total: 19 of ? biz days used
39d
▶ Clock Running
Status: Scheduled
Aug 19 → Oct 15, 2025
39 business days (counted)
Running total: 58 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 15 → Oct 16, 2025
1 business day (counted)
Running total: 59 of ? biz days used
Created: Jul 23, 2025 Tech Off Site: Oct 16, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jul 23 → Jul 23 Created ▶ Running 0 0
Jul 23 → Jul 23 Ready for Scheduling ▶ Running 0 0
Jul 23 → Aug 19 Assigned ▶ Running 19 19
Aug 19 → Oct 15 Scheduled ▶ Running 39 58
Oct 15 → Oct 16 Tech On Site ▶ Running 1 59
Dispatch 0.0d
Coordinators 59.4d
Field Work 2.5d
Billing 16.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
59.4 days
Over SLA
Field Work
2.5 days
Billing
16.6 days
Over SLA
Created: Jul 23, 2025 Due: Oct 31, 2025 Completed: Oct 17, 2025 (14 days early)
📅
60.3 days Total Age
⏱️
39.4d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
72.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00512822
6007894095
Closed
15L SYS-LC-1200 Contract ends 06/30/2026 repair included PMPLUS / EOQ PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G1330B-B DE60560843 1200 Cooled Thermostatted ALS G1316A-B DE63064435 1200 Thermostatted Column Compartment G1314B DE71359747 1260 Variable Wavelength Detector VL G1322A-B JP62359257 1200 Vacuum Degasser G1311A-B DE62962107 1200 Series Quaternary Pump G1329A DE64763319 1200 Series Standard Autosampler
Priority
High
Origin
Web
Reason
New Case
Contact
Ralph Epstein
Owner
Leona Coonrod
Created
Jul 23, 2025
Work Orders from this Case (2)
WO-01293392 (current) Invoiced
Preventive Maintenance • Hermilo Solano
Created: Jul 23, 2025 • Closed: Oct 16, 2025
WO-01293393 Invoiced
EOQ • Hermilo Solano
Created: Jul 23, 2025 • Closed: Oct 16, 2025
Completed with significant delays
Invoiced • 224 days old
🚨
Primary Delay 39.4 days stuck in "Scheduled"
⏱️
Total Delay 72.5 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
20.0d / 0.5d SLA
Scheduled
39.4d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.5d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
16.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10-15-HSolano- Travel "From Site" is in WO-01293393. Please assign to Hermilo Solano ARP to site is 46 miles. Zone 1
🔧 Work Performed
Performed annual Preventative Maintenance. All required PM parts were replaced. All recommended PM tests passed.
🔍 Technician Findings
N/A
⚠️ Problem Description
15L SYS-LC-1200 Contract ends 06/30/2026 repair included PMPLUS / EOQ PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G1330B-B DE60560843 1200 Cooled Thermostatted ALS G1316A-B DE63064435 1200 Thermostatted Column Compartment G1314B DE71359747 1260 Variable Wavelength Detector VL G1322A-B JP62359257 1200 Vacuum Degasser G1311A-B DE62962107 1200 Series Quaternary Pump G1329A DE64763319 1200 Series Standard Autosampler
📄 Description
LC 1200 System
📞 Call Description
OCT 2025 LC PMPLUS

Timeline

📞
▶
4 Case Linked Jul 23, 9:30 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01293392
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: a0hVU000000HkpeYAC, Hermilo Solano
🚨 20.0 business days
🗓️
▶
2 Status: Scheduled Aug 19, 4:52 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-10-16T15:00:00.000+0000
🚨 39.9 business days
🔧
Status: Tech On Site by Hermilo Solano Oct 15, 2:48 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 56d 21h
⏱️
8x Labor Added Oct 15, 9:32 PM
Type: Labor, Travel, Parts
Status: Open
Qty: 1.5, 4, 46
🚗
Status: Tech Off Site by Hermilo Solano Oct 15, 10:38 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 49m
✔️
Status: Completed by Hermilo Solano Oct 16, 6:30 PM
From: Tech Off Site
To: Completed
Duration in Previous: 19h 52m
🏁
Status: Closed by Hermilo Solano Oct 16, 10:27 PM
From: Completed
To: Closed
Duration in Previous: 3h 56m
📄
Status: Ready to Bill by Hannah Shaw Oct 17, 3:18 PM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 51m
🚨 17.0 business days
📨
▶
2 Status: Invoice Pending Nov 10, 3:46 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Nov 10, 4:39 PM
Invoice Number: SM-246148

Bottlenecks

Assigned
Duration: 20.0 business days (threshold: 4.0 business hours)
Exceeded by 19.5 business days
Scheduled
Duration: 39.4 business days (threshold: 2.0 business days)
Exceeded by 37.4 business days
Ready to Bill
Duration: 16.6 business days (threshold: 1.0 business days)
Exceeded by 15.6 business days

🔗 Related Artifacts

📞
Case 00512822
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Hermilo Solano
Scheduled
Oct 16, 11:00 AM
Created
Jul 23, 9:31 AM
Invoice #
SM-246148

Work Details (8)

Name Type Status Qty Amount Date
WL-02972484 Labor Open 1.5 $0.00 Oct 15, 9:32 PM
WL-02972485 Labor Open 4 $456.00 Oct 15, 9:32 PM
WL-02972486 Travel Open 46 $180.00 Oct 15, 9:32 PM
WL-02972487 Parts Open 1 $0.00 Oct 15, 9:32 PM
WL-02972488 Parts Open 1 $0.00 Oct 15, 9:32 PM
WL-02972489 Parts Open 1 $0.00 Oct 15, 9:32 PM
WL-02972490 Parts Open 1 $0.00 Oct 15, 9:32 PM
WL-02972491 Parts Open 1 $0.00 Oct 15, 9:32 PM

Details