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WO-01293398 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Jul 23, 2025 → Oct 22, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (8 biz days early)
Active: 62 biz days
🕐 Clock stopped: Completed (Oct 21, 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
42d
▶ Clock Running
Status: Scheduled
Aug 19 → Oct 20, 2025
42 business days (counted)
Running total: 61 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 20 → Oct 21, 2025
1 business day (counted)
Running total: 62 of ? biz days used
Created: Jul 23, 2025 Completed: Oct 21, 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 20 Scheduled ▶ Running 42 61
Oct 20 → Oct 21 Tech On Site ▶ Running 1 62
Dispatch 0.0d
Coordinators 62.5d
Field Work 2.5d
Billing 13.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
62.5 days
Over SLA
Field Work
2.5 days
Over SLA
Billing
13.6 days
Over SLA
Created: Jul 23, 2025 Due: Oct 31, 2025 Completed: Oct 22, 2025 (9 days early)
📅
63.7 days Total Age
⏱️
42.5d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
73.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 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 Oct 20, 2025
Visit 2 Oct 21, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00512828
6007894105
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. G1329A DE64763080 1200 Series Standard Autosampler G1314B DE71359717 1260 Variable Wavelength Detector VL G1322A-B JP62359991 1200 Vacuum Degasser G1316A-B DE63064138 1200 Thermostatted Column Compartment G1312A DE63058069 1200 Series Binary Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Roderick DelRosario
Owner
Leona Coonrod
Created
Jul 23, 2025
Work Orders from this Case (2)
WO-01293396 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Jul 23, 2025 • Closed: Oct 22, 2025
WO-01293398 (current) Invoiced
EOQ • Hermilo Solano
Created: Jul 23, 2025 • Closed: Oct 22, 2025
Completed with significant delays
Invoiced • 224 days old
🚨
Primary Delay 42.5 days stuck in "Scheduled"
⏱️
Total Delay 73.1 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
42.5d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Completed
1.3d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
13.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10-20-HSolano- "Travel to Site" is in WO-01293396. Please assign to Hermilo Solano ARP to site is 46 miles. Zone 1
🔧 Work Performed
Performed annual PMOQ per BACHEM custom EQP version 02.64. All required PMOQ tests passed. The Agilent CD file was given to customer.
🔍 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. G1329A DE64763080 1200 Series Standard Autosampler G1314B DE71359717 1260 Variable Wavelength Detector VL G1322A-B JP62359991 1200 Vacuum Degasser G1316A-B DE63064138 1200 Thermostatted Column Compartment G1312A DE63058069 1200 Series Binary Pump
📄 Description
LC 1200 System
📞 Call Description
OCT 2025 LC OEQ

Timeline

📞
▶
4 Case Linked Jul 23, 9:40 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01293398
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
🚨 20.0 business days
🗓️
▶
2 Status: Scheduled Aug 19, 3:46 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-10-14T15:00:00.000+0000
🚨 39.0 business days
📅
Dispatch Scheduled by Hermilo Solano Oct 14, 9:35 PM
Scheduled For: 2025-10-20T15:00:00.000+0000
⏳ 4.3 business days
🔧
Status: Tech On Site by Hermilo Solano Oct 20, 6:18 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 62d 2h
⏱️
3x Labor Added Oct 20, 8:24 PM
Type: Labor, Travel
Status: Open
Qty: 2.25, 46
⏱️
5x Labor Added Oct 21, 3:28 PM
Type: Labor, Travel
Status: Open
Qty: 2, 3.4166666666667, 1.3333333333333, 46
✔️
Status: Completed by Hermilo Solano Oct 21, 3:35 PM
From: Tech On Site
To: Completed
Duration in Previous: 21h 16m
🏁
Status: Closed by Hermilo Solano Oct 22, 1:54 AM
From: Completed
To: Closed
Duration in Previous: 10h 19m
📄
Status: Ready to Bill by Hannah Shaw Oct 22, 3:12 PM
From: Closed
To: Ready to Bill
Duration in Previous: 13h 18m
🚨 14.0 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, 4:38 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: 42.5 business days (threshold: 2.0 business days)
Exceeded by 40.5 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Completed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business hours
Ready to Bill
Duration: 13.6 business days (threshold: 1.0 business days)
Exceeded by 12.6 business days

🔗 Related Artifacts

📞
Case 00512828
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Oct 20, 11:00 AM
Created
Jul 23, 9:41 AM
Invoice #
SM-246148

Work Details (8)

Name Type Status Qty Amount Date
WL-02977708 Labor Open 2.25 $0.00 Oct 20, 8:24 PM
WL-02977709 Labor Open 2 $0.00 Oct 20, 8:24 PM
WL-02977710 Travel Open 46 $0.00 Oct 20, 8:24 PM
WL-02978630 Labor Open 2 $0.00 Oct 21, 3:28 PM
WL-02978631 Labor Open 3.4166666666667 $798.00 Oct 21, 3:28 PM
WL-02978632 Labor Open 1.3333333333333 $0.00 Oct 21, 3:28 PM
WL-02978633 Travel Open 46 $180.00 Oct 21, 3:28 PM
WL-02978634 Travel Open 46 $0.00 Oct 21, 3:28 PM

Details