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WO-01293438 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Jul 23, 2025 → Oct 1, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met
Active: 48 biz days
🕐 Clock stopped: Completed (Sep 30, 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
33d
▶ Clock Running
Status: Scheduled
Aug 12 → Sep 29, 2025
33 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Sep 29 → Sep 30, 2025
1 business day (counted)
Running total: 48 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 48 of ? biz days used
Created: Jul 23, 2025 Completed: Sep 30, 2025
Show SLA Clock Detail (7 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 29 Scheduled ▶ Running 33 47
Sep 29 → Sep 29 Tech On Site ▶ Running 0 47
Sep 29 → Sep 30 Tech Off Site ▶ Running 1 48
Sep 30 → Sep 30 Tech On Site ▶ Running 0 48
Dispatch 0.0d
Coordinators 48.8d
Field Work 3.1d
Billing 4.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
48.8 days
Over SLA
Field Work
3.1 days
Over SLA
Billing
4.8 days
Over SLA
Created: Jul 23, 2025 Due: Sep 30, 2025 Completed: Oct 1, 2025 (on time)
📅
49.8 days Total Age
⏱️
33.8d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
49.0d 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 29, 2025
Visit 2 Sep 30, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00512888
6007894082
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. G1314B DE60556004 1260 Variable Wavelength Detector VL G1312A DE60555717 1200 Series Binary Pump G1316A-B DE60556821 1200 Thermostatted Column Compartment G1322A JP62353704 1260 Standard Degasser G1329A DE60556202 1200 Series Standard Autosampler
Priority
High
Origin
Web
Reason
New Case
Contact
Roderick DelRosario
Owner
Leona Coonrod
Created
Jul 23, 2025
Work Orders from this Case (2)
WO-01293435 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Jul 23, 2025 • Closed: Oct 1, 2025
WO-01293438 (current) Invoiced
EOQ • Hermilo Solano
Created: Jul 23, 2025 • Closed: Oct 1, 2025
Completed with significant delays
Invoiced • 224 days old
🚨
Primary Delay 33.8 days stuck in "Scheduled"
⏱️
Total Delay 49.0 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
33.8d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
1.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
3.5d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
09-29-Hsolano- "Travel to Site" is in WO-01293435. Please assign to Hermilo Solano ARP to site is 46 miles. Zone 1
🔧 Work Performed
Performed annual PMOQ per BACHEM custom EQP. All required PMOQ tests passed. Agilent's file CD 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. G1314B DE60556004 1260 Variable Wavelength Detector VL G1312A DE60555717 1200 Series Binary Pump G1316A-B DE60556821 1200 Thermostatted Column Compartment G1322A JP62353704 1260 Standard Degasser G1329A DE60556202 1200 Series Standard Autosampler
📄 Description
LC 1200 System
📞 Call Description
SEP 2025 LC EOQ

Timeline

📞
▶
4 Case Linked Jul 23, 11:12 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01293438
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, 1:14 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-09-29T15:00:00.000+0000
🚨 34.0 business days
🔧
Status: Tech On Site by Hermilo Solano Sep 29, 4:15 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 48d 3h
🚗
Status: Tech Off Site by Hermilo Solano Sep 29, 7:52 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 36m
⏱️
3x Labor Added Sep 30, 10:50 AM
Type: Labor, Travel
Status: Open
Qty: 1.5, 1.6666666666667, 46
🔧
Status: Tech On Site by Hermilo Solano Sep 30, 1:10 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 17h 18m
⏱️
5x Labor Added Sep 30, 5:30 PM
Type: Labor, Travel
Status: Open
Qty: 2, 4.75, 46
✔️
Status: Completed by Hermilo Solano Sep 30, 5:42 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 32m
🏁
Status: Closed by Hermilo Solano Oct 1, 2:13 AM
From: Completed
To: Closed
Duration in Previous: 8h 30m
📄
Status: Ready to Bill by Hannah Shaw Oct 1, 3:38 PM
From: Closed
To: Ready to Bill
Duration in Previous: 13h 24m
⏳ 4.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 5d 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: 33.8 business days (threshold: 2.0 business days)
Exceeded by 31.8 business days
Completed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.5 business hours
Ready to Bill
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00512888
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Sep 29, 11:00 AM
Created
Jul 23, 11:14 AM
Invoice #
SM-243053

Work Details (8)

Name Type Status Qty Amount Date
WL-02954217 Labor Open 1.5 $0.00 Sep 30, 10:50 AM
WL-02954218 Labor Open 1.6666666666667 $0.00 Sep 30, 10:50 AM
WL-02954219 Travel Open 46 $0.00 Sep 30, 10:50 AM
WL-02954871 Labor Open 2 $0.00 Sep 30, 5:30 PM
WL-02954872 Labor Open 4.75 $798.00 Sep 30, 5:30 PM
WL-02954873 Labor Open 2 $0.00 Sep 30, 5:30 PM
WL-02954874 Travel Open 46 $180.00 Sep 30, 5:30 PM
WL-02954875 Travel Open 46 $0.00 Sep 30, 5:30 PM

Details