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WO-01293444 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Jul 23, 2025 → Sep 24, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (4 biz days early)
Active: 44 biz days
🕐 Clock stopped: Completed (Sep 24, 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
29d
▶ Clock Running
Status: Scheduled
Aug 12 → Sep 23, 2025
29 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 23 → Sep 24, 2025
1 business day (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 44 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 44 of ? biz days used
Created: Jul 23, 2025 Completed: Sep 24, 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 23 Scheduled ▶ Running 29 43
Sep 23 → Sep 24 Tech On Site ▶ Running 1 44
Sep 24 → Sep 24 Tech Off Site ▶ Running 0 44
Sep 24 → Sep 24 Tech On Site ▶ Running 0 44
Dispatch 0.0d
Coordinators 44.8d
Field Work 2.3d
Billing 8.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
44.8 days
Over SLA
Field Work
2.3 days
Billing
8.8 days
Over SLA
Created: Jul 23, 2025 Due: Sep 30, 2025 Completed: Sep 25, 2025 (5 days early)
📅
45.1 days Total Age
⏱️
29.8d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
48.9d 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 23, 2025
Visit 2 Sep 24, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00512892
6007894108
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 DE64767283 1200 Series Standard Autosampler G1312A DE63059405 1200 Series Binary Pump G1322A-B JP73063862 1200 Vacuum Degasser G1316A-B DE63068978 1200 Thermostatted Column Compartment G1314B DE71361902 1260 Variable Wavelength Detector VL G1330BR DEBAK03712 Certified Pre-owned Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Roderick DelRosario
Owner
Leona Coonrod
Created
Jul 23, 2025
Work Orders from this Case (2)
WO-01293442 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Jul 23, 2025 • Closed: Sep 24, 2025
WO-01293444 (current) Invoiced
EOQ • Hermilo Solano
Created: Jul 23, 2025 • Closed: Sep 24, 2025
Completed with significant delays
Invoiced • 224 days old
🚨
Primary Delay 29.8 days stuck in "Scheduled"
⏱️
Total Delay 48.9 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
29.8d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.6d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
7.6d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
09-23-HSolano- "Travel to Site" is in WO-01293442 , which is the PM service of this instrument. Please assign to Hermilo Solano ARP to site is 46 miles. Zone 1
🔧 Work Performed
Performed annual PMOQ per BACHEM custom EQP 02.64. 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. G1329A DE64767283 1200 Series Standard Autosampler G1312A DE63059405 1200 Series Binary Pump G1322A-B JP73063862 1200 Vacuum Degasser G1316A-B DE63068978 1200 Thermostatted Column Compartment G1314B DE71361902 1260 Variable Wavelength Detector VL G1330BR DEBAK03712 Certified Pre-owned Thermostat
📄 Description
LC 1200 System
📞 Call Description
SEP 2025 LC EOQ

Timeline

📞
▶
4 Case Linked Jul 23, 11:21 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01293444
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
🚨 15.0 business days
🗓️
▶
2 Status: Scheduled Aug 12, 1:19 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-09-23T15:00:00.000+0000
🚨 30.0 business days
🔧
Status: Tech On Site by Hermilo Solano Sep 23, 5:22 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 42d 4h
⏱️
3x Labor Added Sep 23, 8:17 PM
Type: Labor, Travel
Status: Open
Qty: 3.25, 46
🚗
Status: Tech Off Site by Hermilo Solano Sep 23, 8:47 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 24m
🔧
Status: Tech On Site by Peter Green Sep 24, 1:51 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 17h 4m
⏱️
▶
2 5x Labor Added Sep 24, 3:44 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Hermilo Solano
From: Tech On Site
To: Completed
Duration in Previous: 1h 56m
🏁
Status: Closed by Hermilo Solano Sep 24, 8:41 PM
From: Completed
To: Closed
Duration in Previous: 4h 53m
📄
Status: Ready to Bill by Hannah Shaw Sep 25, 3:21 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 40m
⚠️ 8.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 11d 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: 29.8 business days (threshold: 2.0 business days)
Exceeded by 27.8 business days
Ready to Bill
Duration: 7.6 business days (threshold: 1.0 business days)
Exceeded by 6.6 business days

🔗 Related Artifacts

📞
Case 00512892
Closed

ℹ️ Work Order Details

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

Work Details (8)

Name Type Status Qty Amount Date
WL-02946741 Labor Open 3.25 $798.00 Sep 23, 8:17 PM
WL-02946742 Labor Open 2 $0.00 Sep 23, 8:17 PM
WL-02946743 Travel Open 46 $0.00 Sep 23, 8:17 PM
WL-02947779 Labor Open 1.5 $0.00 Sep 24, 3:44 PM
WL-02947780 Labor Open 3.5 $0.00 Sep 24, 3:44 PM
WL-02947781 Labor Open 1.5 $0.00 Sep 24, 3:44 PM
WL-02947782 Travel Open 46 $180.00 Sep 24, 3:44 PM
WL-02947783 Travel Open 46 $0.00 Sep 24, 3:44 PM

Details