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WO-01293449 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Jul 23, 2025 → Sep 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (2 biz days early)
Active: 46 biz days
🕐 Clock stopped: Completed (Sep 26, 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
31d
▶ Clock Running
Status: Scheduled
Aug 12 → Sep 25, 2025
31 business days (counted)
Running total: 45 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 26, 2025
1 business day (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 26 → Sep 26, 2025
0 business days (counted)
Running total: 46 of ? biz days used
Created: Jul 23, 2025 Completed: Sep 26, 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 25 Scheduled ▶ Running 31 45
Sep 25 → Sep 26 Tech On Site ▶ Running 1 46
Sep 26 → Sep 26 Tech Off Site ▶ Running 0 46
Sep 26 → Sep 26 Tech On Site ▶ Running 0 46
Dispatch 0.0d
Coordinators 46.8d
Field Work 2.2d
Billing 6.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
46.8 days
Over SLA
Field Work
2.2 days
Billing
6.7 days
Over SLA
Created: Jul 23, 2025 Due: Sep 30, 2025 Completed: Sep 26, 2025 (4 days early)
📅
47.0 days Total Age
⏱️
31.8d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
48.8d 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 25, 2025
Visit 2 Sep 26, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00512897
6007894298
Closed
15L SYS-LC-1260 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. G1329B DEAAC43791 1260 Standard Autosampler G1314F DEABB20308 1260 Variable Wavelength Detector G1316A DEACN47480 1260 Thermostatted Column Compartment G1311B DEAE415614 1260 Quaternary 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-01293448 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Jul 23, 2025 • Closed: Sep 26, 2025
WO-01293449 (current) Invoiced
EOQ • Hermilo Solano
Created: Jul 23, 2025 • Closed: Sep 26, 2025
Completed with significant delays
Invoiced • 224 days old
🚨
Primary Delay 31.8 days stuck in "Scheduled"
⏱️
Total Delay 48.8 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
31.8d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
5.4d / 1.0d SLA
Invoice Pending
1.2d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
09-25-HSolano-Travel "To Site" is in WO-01293448, 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 PM/OQ service per BACHEM custom EQP 02.64. All required PMOQ tests passed.
🔍 Technician Findings
N/A
⚠️ Problem Description
15L SYS-LC-1260 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. G1329B DEAAC43791 1260 Standard Autosampler G1314F DEABB20308 1260 Variable Wavelength Detector G1316A DEACN47480 1260 Thermostatted Column Compartment G1311B DEAE415614 1260 Quaternary Pump
📄 Description
1260 Quaternary Pump
📞 Call Description
SEP 2025 LC EOQ

Timeline

📞
▶
4 Case Linked Jul 23, 11:31 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01293449
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, 1:21 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-09-25T15:00:00.000+0000
🚨 32.0 business days
🔧
Status: Tech On Site by Hermilo Solano Sep 25, 5:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 44d 3h
🚗
Status: Tech Off Site by Hermilo Solano Sep 25, 10:26 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 5h 26m
🔧
Status: Tech On Site by Hermilo Solano Sep 26, 3:59 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 17h 32m
⏱️
▶
2 8x Labor Added Sep 26, 7:38 PM
8x Labor Added → Status: Completed
✔️
Status: Completed by Hermilo Solano
From: Tech On Site
To: Completed
Duration in Previous: 3h 41m
🏁
Status: Closed by Hermilo Solano Sep 26, 7:46 PM
From: Completed
To: Closed
Duration in Previous: 5m
⏳ 1.5 business days
📄
Status: Ready to Bill by Hannah Shaw Sep 29, 4:31 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 20h
⚠️ 5.9 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 1h
💰
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: 31.8 business days (threshold: 2.0 business days)
Exceeded by 29.8 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours
Ready to Bill
Duration: 5.4 business days (threshold: 1.0 business days)
Exceeded by 4.4 business days

🔗 Related Artifacts

📞
Case 00512897
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Sep 25, 11:00 AM
Created
Jul 23, 11:32 AM
Invoice #
SM-243053

Work Details (8)

Name Type Status Qty Amount Date
WL-02951469 Labor Open 4 $0.00 Sep 26, 7:38 PM
WL-02951470 Labor Open 1.5 $0.00 Sep 26, 7:38 PM
WL-02951471 Labor Open 1.4166666666667 $0.00 Sep 26, 7:38 PM
WL-02951472 Labor Open 4.75 $798.00 Sep 26, 7:38 PM
WL-02951473 Labor Open 2 $0.00 Sep 26, 7:38 PM
WL-02951474 Travel Open 46 $0.00 Sep 26, 7:38 PM
WL-02951475 Travel Open 46 $180.00 Sep 26, 7:38 PM
WL-02951476 Travel Open 46 $0.00 Sep 26, 7:38 PM

Details