Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01293428 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Jul 23, 2025 → Sep 17, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (8 biz days early)
Active: 40 biz days
🕐 Clock stopped: Completed (Sep 18, 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
14d
▶ Clock Running
Status: Assigned
Jul 23 → Aug 12, 2025
14 business days (counted)
Running total: 14 of ? biz days used
25d
▶ Clock Running
Status: Scheduled
Aug 12 → Sep 17, 2025
25 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 17 → Sep 18, 2025
1 business day (counted)
Running total: 40 of ? biz days used
Created: Jul 23, 2025 Completed: Sep 18, 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 12 Assigned ▶ Running 14 14
Aug 12 → Sep 17 Scheduled ▶ Running 25 39
Sep 17 → Sep 18 Tech On Site ▶ Running 1 40
Dispatch 0.0d
Coordinators 40.8d
Field Work 1.3d
Billing 13.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
40.8 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
13.7 days
Over SLA
Created: Jul 23, 2025 Due: Sep 30, 2025 Completed: Sep 18, 2025 (12 days early)
📅
40.3 days Total Age
⏱️
25.8d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
50.2d 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 Sep 16, 2025
Visit 2 Sep 17, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00512883
6007894098
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. G1312A DE63058049 1200 Series Binary Pump G1329A DE64763047 1200 Series Standard Autosampler G1314B DE71359610 1260 Variable Wavelength Detector VL G1316A-B DE63064160 1200 Thermostatted Column Compartment G1322A-B JP62359957 1200 Vacuum Degasser
Priority
High
Origin
Web
Reason
New Case
Contact
Roderick DelRosario
Owner
Leona Coonrod
Created
Jul 23, 2025
Work Orders from this Case (2)
WO-01293426 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Jul 23, 2025 • Closed: Sep 17, 2025
WO-01293428 (current) Invoiced
EOQ • Hermilo Solano
Created: Jul 23, 2025 • Closed: Sep 17, 2025
Completed with significant delays
Invoiced • 224 days old
🚨
Primary Delay 25.8 days stuck in "Scheduled"
⏱️
Total Delay 50.2 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
15.0d / 0.5d SLA
Scheduled
25.8d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
12.5d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
09-16- "Travel to Site" is in WO-01293426, which is the PM work order of this service. Please assign to Hermilo Solano ARP to site is 46 miles. Zone 1
🔧 Work Performed
Performed annual PMOQ per customer's custom 02.64 EQP. All required PMOQ 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. G1312A DE63058049 1200 Series Binary Pump G1329A DE64763047 1200 Series Standard Autosampler G1314B DE71359610 1260 Variable Wavelength Detector VL G1316A-B DE63064160 1200 Thermostatted Column Compartment G1322A-B JP62359957 1200 Vacuum Degasser
📄 Description
LC 1200 System
📞 Call Description
SEP 2025 LC EOQ

Timeline

📞
▶
4 Case Linked Jul 23, 11:05 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01293428
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: a0hVU000000HkpeYAC, Hermilo Solano
🚨 15.0 business days
🗓️
▶
2 Status: Scheduled Aug 12, 1:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-09-17T15:00:00.000+0000
🚨 26.0 business days
🔧
Status: Tech On Site by Hermilo Solano Sep 17, 11:41 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 35d 22h
⏱️
▶
2 3x Labor Added Sep 17, 11:53 AM
3x Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 2, 46
⏱️
▶
2 3x Labor Added Sep 17, 10:25 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Hermilo Solano
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 10h 46m, 0m
📄
Status: Ready to Bill by Hannah Shaw Sep 18, 3:56 PM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 27m
🚨 13.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 18d 2h
💰
Status: Invoiced by Hannah Shaw Oct 7, 1:54 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 19h 47m
🧾
Invoice Created Oct 7, 3:32 PM
Invoice Number: SM-243053

Bottlenecks

Assigned
Duration: 15.0 business days (threshold: 4.0 business hours)
Exceeded by 14.5 business days
Scheduled
Duration: 25.8 business days (threshold: 2.0 business days)
Exceeded by 23.8 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Ready to Bill
Duration: 12.5 business days (threshold: 1.0 business days)
Exceeded by 11.5 business days

🔗 Related Artifacts

📞
Case 00512883
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Sep 17, 11:00 AM
Created
Jul 23, 11:07 AM
Invoice #
SM-243053

Work Details (8)

Name Type Status Qty Amount Date
WL-02938659 Labor Open 1.25 $0.00 Sep 17, 11:53 AM
WL-02938660 Labor Open 2 $0.00 Sep 17, 11:53 AM
WL-02938661 Travel Open 46 $0.00 Sep 17, 11:53 AM
WL-02938663 Labor Open 2 $0.00 Sep 17, 11:55 AM
WL-02938664 Travel Open 46 $180.00 Sep 17, 11:55 AM
WL-02939960 Labor Open 6.8333333333333 $798.00 Sep 17, 10:25 PM
WL-02939961 Labor Open 2 $0.00 Sep 17, 10:25 PM
WL-02939962 Travel Open 46 $0.00 Sep 17, 10:25 PM

Details