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WO-01303535 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Keck Graduate Institute of Applied — 535 Watson Dr, CLAREMONT CA, 91711

Sep 10, 2025 → Nov 24, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (2 biz days early)
Active: 51 biz days
🕐 Clock stopped: Completed (Nov 24, 2025)
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of ? biz days used
14d
▶ Clock Running
Status: Assigned
Sep 10 → Sep 30, 2025
14 business days (counted)
Running total: 14 of ? biz days used
37d
▶ Clock Running
Status: Scheduled
Sep 30 → Nov 24, 2025
37 business days (counted)
Running total: 51 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 51 of ? biz days used
Created: Sep 10, 2025 Completed: Nov 24, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0
Sep 10 → Sep 10 Ready for Scheduling ▶ Running 0 0
Sep 10 → Sep 30 Assigned ▶ Running 14 14
Sep 30 → Nov 24 Scheduled ▶ Running 37 51
Nov 24 → Nov 24 Tech On Site ▶ Running 0 51
Dispatch 0.0d
Coordinators 52.4d
Field Work 1.6d
Billing 7.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
52.4 days
Over SLA
Field Work
1.6 days
Over SLA
Billing
7.4 days
Over SLA
Created: Sep 10, 2025 Due: Nov 30, 2025 Completed: Nov 25, 2025 (5 days early)
📅
52.6 days Total Age
⏱️
37.4d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
56.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525914
6007963286
Closed
28R SYS-LC-1200 Contract ends 09/06/2026 repair included PM PM only - customer supplies the UV lamp G1312AR DE43616619 Certified Pre-owned 1200 Binary Pump G1313AR US82403919 Agilent Cert. Pre-owned 1100 Autosampler G1315BR DE33219542 Cert. Pre-owned 1200 Diode Array Det. G1316AR DE03016838 Cert Pre-owned 1200/1260 Therm Column Co
Priority
High
Origin
Web
Reason
New Case
Contact
Jamie Liu
Owner
Leona Coonrod
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01303535 (current) Invoiced
Preventive Maintenance • Hermilo Solano
Created: Sep 10, 2025 • Closed: Nov 24, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 37.4 days stuck in "Scheduled"
⏱️
Total Delay 56.4 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
15.0d / 0.5d SLA
Scheduled
37.4d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
1.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
7.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Hermilo Solano ARP to site is 13 miles. Zone 1
🔧 Work Performed
Performed annual Preventative Maintenance. All required PM parts were replaced. All recommended PM tests passed.
🔍 Technician Findings
N/A
⚠️ Problem Description
28R SYS-LC-1200 Contract ends 09/06/2026 repair included PM PM only - customer supplies the UV lamp G1312AR DE43616619 Certified Pre-owned 1200 Binary Pump G1313AR US82403919 Agilent Cert. Pre-owned 1100 Autosampler G1315BR DE33219542 Cert. Pre-owned 1200 Diode Array Det. G1316AR DE03016838 Cert Pre-owned 1200/1260 Therm Column Co
📄 Description
Refurb. 1100/1200 binary pump
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
4 Case Linked Sep 10, 9:19 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01303535
Type: Preventive Maintenance
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 Sep 30, 4:26 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-11-24T16:00:00.000+0000
🚨 37.9 business days
🔧
Status: Tech On Site by Hermilo Solano Nov 24, 11:27 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 54d 20h
⏱️
▶
3 5x Labor Added Nov 24, 3:10 PM
5x Labor Added → 2x Parts Added → Status: Completed
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Hermilo Solano
From: Tech On Site
To: Completed
Duration in Previous: 3h 44m
💵
▶
2 Expenses Added Nov 24, 11:53 PM
Expenses Added → Status: Closed
🏁
Status: Closed by Hermilo Solano
From: Completed
To: Closed
Duration in Previous: 8h 46m
📄
Status: Ready to Bill by Hannah Shaw Nov 25, 4:13 PM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 15m
⚠️ 8.0 business days
📨
▶
3 Status: Invoice Pending Dec 8, 3:42 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-248486
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 15.0 business days (threshold: 4.0 business hours)
Exceeded by 14.5 business days
Scheduled
Duration: 37.4 business days (threshold: 2.0 business days)
Exceeded by 35.4 business days
Completed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Ready to Bill
Duration: 7.3 business days (threshold: 1.0 business days)
Exceeded by 6.3 business days

🔗 Related Artifacts

📞
Case 00525914
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Hermilo Solano
Scheduled
Nov 24, 11:00 AM
Created
Sep 10, 9:20 AM
Invoice #
SM-248486

Work Details (8)

Name Type Status Qty Amount Date
WL-03018756 Labor Open 0.5 $0.00 Nov 24, 3:10 PM
WL-03018757 Labor Open 4 $456.00 Nov 24, 3:10 PM
WL-03018758 Labor Open 0.5 $0.00 Nov 24, 3:10 PM
WL-03018759 Travel Open 15 $0.00 Nov 24, 3:10 PM
WL-03018760 Travel Open 15 $180.00 Nov 24, 3:10 PM
WL-03018761 Parts Open 1 $0.00 Nov 24, 3:11 PM
WL-03018762 Parts Open 1 $0.00 Nov 24, 3:11 PM
WL-03019369 Expenses Open 1 $0.00 Nov 24, 11:53 PM

Details