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WO-01298004 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Aug 15, 2025 → Nov 13, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Aug 31, 2025
✗ SLA Missed (51 biz days late)
Active: 61 biz days
🕐 Clock stopped: Completed (Nov 13, 2025)
▶ Clock Running
Status: Created
Aug 15 → Aug 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 15 → Aug 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 15 → Aug 16, 2025
0 business days (counted)
Running total: 0 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Aug 16 → Aug 29, 2025
10 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Entered
Aug 29 → Aug 29, 2025
0 business days (counted)
Running total: 10 of ? biz days used
37d
▶ Clock Running
Status: Canceled
Aug 29 → Oct 23, 2025
37 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Entered
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 47 of ? biz days used
8d
▶ Clock Running
Status: Assigned
Oct 23 → Nov 4, 2025
8 business days (counted)
Running total: 55 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Nov 4 → Nov 12, 2025
5 business days (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 12 → Nov 13, 2025
1 business day (counted)
Running total: 61 of ? biz days used
Created: Aug 15, 2025 Completed: Nov 13, 2025
Show SLA Clock Detail (11 periods)
Period Status Clock Biz Days Running Total
Aug 15 → Aug 15 Created ▶ Running 0 0
Aug 15 → Aug 15 Ready for Scheduling ▶ Running 0 0
Aug 15 → Aug 16 Assigned ▶ Running 0 0
Aug 16 → Aug 29 Scheduled ▶ Running 10 10
Aug 29 → Aug 29 Entered ▶ Running 0 10
Aug 29 → Oct 23 Canceled ▶ Running 37 47
Oct 23 → Oct 23 Entered ▶ Running 0 47
Oct 23 → Oct 23 Ready for Scheduling ▶ Running 0 47
Oct 23 → Nov 4 Assigned ▶ Running 8 55
Nov 4 → Nov 12 Scheduled ▶ Running 5 60
Nov 12 → Nov 13 Tech On Site ▶ Running 1 61
Dispatch 0.0d
Coordinators 25.0d
Field Work 1.3d
Billing 7.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
25.0 days
Over SLA
Field Work
1.3 days
Billing
7.4 days
Over SLA
Created: Aug 15, 2025 Due: Aug 31, 2025 Completed: Nov 13, 2025 (73 days late)
📅
61.4 days Total Age
⏱️
38.0d in Canceled Longest Stage
🔄
12 transitions Status Changes
⚠️
26.4d 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 Nov 11, 2025
Visit 2 Nov 12, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00519471
6007971774
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. G1316A-B DE60556321 1200 Thermostatted Column Compartment G1322A JP60653334 1260 Standard Degasser G1314B DE60555663 1260 Variable Wavelength Detector VL G1329A DE60556021 1200 Series Standard Autosampler G1311A-B DE60555788 1200 Series Quaternary Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Kristin Gekko
Owner
Leona Coonrod
Created
Aug 15, 2025
Work Orders from this Case (2)
WO-01298003 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Aug 15, 2025 • Closed: Nov 13, 2025
WO-01298004 (current) Invoiced
EOQ • Hermilo Solano
Created: Aug 15, 2025 • Closed: Nov 13, 2025
Completed with significant delays
Invoiced • 201 days old
🚨
Primary Delay 38.0 days stuck in "Canceled"
⏱️
Total Delay 26.4 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
9.6d / 0.5d SLA
Scheduled
15.4d / 2.0d SLA
Canceled
38.0d
Ready for Scheduling
0.0d / 1.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.7d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
7.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11-11-HSolano-Travel ''To Site" is in WO-01313400.

10/31/25 lcoonrod

Per email from Hermilo, The customer had mentioned that the annual PMOQ had already been completed earlier this year, so it was removed from my assignments, but it seems that Agilent wanted to re-qualify these systems again before they get decommissioned/ stop service (next year). Which is why it was added again to my assignments. I will complete this service next week.


Please assign to Hermilo Solano ARP to site is 46 miles. Zone 1

🔧 Work Performed
Performed annual PMOQ per BACHEM custom EQP. All PMOQ tests passed. The CD file containing the EQR 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. G1316A-B DE60556321 1200 Thermostatted Column Compartment G1322A JP60653334 1260 Standard Degasser G1314B DE60555663 1260 Variable Wavelength Detector VL G1329A DE60556021 1200 Series Standard Autosampler G1311A-B DE60555788 1200 Series Quaternary Pump
📄 Description
1200 Quaternary Pump
📞 Call Description
AUG 2025 LC EOQ

Timeline

📞
▶
4 Case Linked Aug 15, 2:59 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01298004
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
⏳ 1.0 business days
🗓️
▶
2 Status: Scheduled Aug 16, 4:40 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-08-25T15:00:00.000+0000
⚠️ 9.0 business days
📅
Dispatch Scheduled by Hermilo Solano Aug 28, 7:36 PM
Scheduled For: 2025-08-31T15:00:00.000+0000
🆕
Status: Entered by Leona Coonrod Aug 29, 8:13 AM
From: Scheduled, Entered
To: Entered, Canceled
Duration in Previous: 12d 15h, 0m
🚨 38.0 business days
🆕
▶
3 Status: Entered Oct 23, 10:58 AM
Status: Entered → Technician Assigned → Status: Assigned
👷
Technician Assigned by Leona Coonrod
Technician: Hermilo Solano
👷
Status: Assigned by Leona Coonrod
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
⚠️ 9.0 business days
🗓️
▶
2 Status: Scheduled Nov 4, 3:54 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-11-05T16:00:00.000+0000
⚠️ 5.0 business days
📅
Dispatch Scheduled by Hermilo Solano Nov 11, 11:32 AM
Scheduled For: 2025-11-11T16:00:00.000+0000
⏳ 1.0 business days
🔧
Status: Tech On Site by Hermilo Solano Nov 12, 3:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 23h
⏱️
▶
2 7x Labor Added Nov 12, 7:24 PM
7x Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2.6666666666667
✔️
Status: Completed by Hermilo Solano Nov 12, 7:30 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 23m
🏁
Status: Closed by Hermilo Solano Nov 13, 1:22 AM
From: Completed
To: Closed
Duration in Previous: 5h 51m
📄
Status: Ready to Bill by Hannah Shaw Nov 13, 3:33 PM
From: Closed
To: Ready to Bill
Duration in Previous: 14h 10m
⚠️ 8.0 business days
📨
▶
2 Status: Invoice Pending Nov 24, 6:00 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 8.7 business days
🧾
Invoice Created Dec 8, 5:12 PM
Invoice Number: 247473

Bottlenecks

Assigned
Duration: 5.0 business hours (threshold: 4.0 business hours)
Exceeded by 1.0 business hours
Scheduled
Duration: 10.0 business days (threshold: 2.0 business days)
Exceeded by 8.0 business days
Assigned
Duration: 9.0 business days (threshold: 4.0 business hours)
Exceeded by 8.5 business days
Scheduled
Duration: 5.4 business days (threshold: 2.0 business days)
Exceeded by 3.4 business days
Ready to Bill
Duration: 7.4 business days (threshold: 1.0 business days)
Exceeded by 6.4 business days

🔗 Related Artifacts

📞
Case 00519471
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Nov 11, 11:00 AM
Created
Aug 15, 3:01 PM
Invoice #
247473

Work Details (8)

Name Type Status Qty Amount Date
WL-03005423 Labor Open 1.5 $0.00 Nov 12, 7:24 PM
WL-03005424 Labor Open 1.5 $0.00 Nov 12, 7:24 PM
WL-03005425 Labor Open 1.1666666666667 $0.00 Nov 12, 7:24 PM
WL-03005426 Labor Open 2.6666666666667 $798.00 Nov 12, 7:24 PM
WL-03005427 Travel Open 46 $0.00 Nov 12, 7:24 PM
WL-03005428 Travel Open 46 $180.00 Nov 12, 7:24 PM
WL-03005429 Travel Open 46 $0.00 Nov 12, 7:24 PM
WL-03005442 Labor Open 2.6666666666667 $0.00 Nov 12, 7:25 PM

Details