Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01303551 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Sep 10, 2025 → Dec 9, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (15 biz days early)
Active: 60 biz days
🕐 Clock stopped: Completed (Dec 9, 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
12d
▶ Clock Running
Status: Assigned
Sep 10 → Sep 26, 2025
12 business days (counted)
Running total: 12 of ? biz days used
47d
▶ Clock Running
Status: Scheduled
Sep 26 → Dec 8, 2025
47 business days (counted)
Running total: 59 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 8 → Dec 9, 2025
1 business day (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 60 of ? biz days used
Created: Sep 10, 2025 Completed: Dec 9, 2025
Show SLA Clock Detail (7 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 26 Assigned ▶ Running 12 12
Sep 26 → Dec 8 Scheduled ▶ Running 47 59
Dec 8 → Dec 9 Tech On Site ▶ Running 1 60
Dec 9 → Dec 9 Tech Off Site ▶ Running 0 60
Dec 9 → Dec 9 Tech On Site ▶ Running 0 60
Dispatch 0.0d
Coordinators 60.4d
Field Work 2.1d
Billing 8.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
60.4 days
Over SLA
Field Work
2.1 days
Billing
8.3 days
Over SLA
Created: Sep 10, 2025 Due: Dec 31, 2025 Completed: Dec 9, 2025 (22 days early)
📅
61.0 days Total Age
⏱️
47.4d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
65.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 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 Dec 8, 2025
Visit 2 Dec 9, 2025

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00525928
6007981420
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 DE64767289 1200 Series Standard Autosampler G1316A-B DE63068928 1200 Thermostatted Column Compartment G1314B DE71361894 1260 Variable Wavelength Detector VL G1322A-B JP73063864 1200 Vacuum Degasser G1312A DE63059415 1200 Series Binary Pump G1330BR DEBAK30991 Certified Pre-owned Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Josh Arifin
Owner
Leona Coonrod
Created
Sep 10, 2025
Work Orders from this Case (2)
WO-01303550 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Sep 10, 2025 • Closed: Dec 9, 2025
WO-01303551 (current) Invoiced
EOQ • Hermilo Solano
Created: Sep 10, 2025 • Closed: Dec 9, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 47.4 days stuck in "Scheduled"
⏱️
Total Delay 65.3 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
13.0d / 0.5d SLA
Scheduled
47.4d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
8.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12-09-HSolano- "Travel to Site" is in WO-01303550. 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.
🔍 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 DE64767289 1200 Series Standard Autosampler G1316A-B DE63068928 1200 Thermostatted Column Compartment G1314B DE71361894 1260 Variable Wavelength Detector VL G1322A-B JP73063864 1200 Vacuum Degasser G1312A DE63059415 1200 Series Binary Pump G1330BR DEBAK30991 Certified Pre-owned Thermostat
📄 Description
LC 1200 System
📞 Call Description
DEC 2025 LC EOQ

Timeline

📞
▶
3 Case Linked Sep 10, 9:50 AM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01303551
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 Sep 10, 9:55 AM
Technician: Hermilo Solano
🚨 13.0 business days
🗓️
▶
2 Status: Scheduled Sep 26, 4:52 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-12-09T16:00:00.000+0000
🚨 47.9 business days
🔧
Status: Tech On Site by Hermilo Solano Dec 8, 5:12 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 73d 1h
⏱️
▶
2 3x Labor Added Dec 8, 8:13 PM
3x Labor Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🚗
Status: Tech Off Site by Hermilo Solano Dec 8, 8:32 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 19m
🔧
Status: Tech On Site by Hermilo Solano Dec 9, 1:01 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 16h 28m
⏱️
5x Labor Added Dec 9, 2:46 PM
Type: Labor, Travel
Status: Open
Qty: 1.6666666666667, 1.8333333333333, 1.5, 46
✔️
Status: Completed by Hermilo Solano Dec 9, 5:59 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 58m
🏁
Status: Closed by Hermilo Solano Dec 9, 6:15 PM
From: Completed
To: Closed
Duration in Previous: 16m
📄
Status: Ready to Bill by Hannah Shaw Dec 10, 4:48 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 33m
⚠️ 8.9 business days
📨
▶
3 Status: Invoice Pending Dec 22, 1:38 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-249754
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 13.0 business days (threshold: 4.0 business hours)
Exceeded by 12.5 business days
Scheduled
Duration: 47.4 business days (threshold: 2.0 business days)
Exceeded by 45.4 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours
Ready to Bill
Duration: 8.3 business days (threshold: 1.0 business days)
Exceeded by 7.3 business days

🔗 Related Artifacts

📞
Case 00525928
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Dec 9, 11:00 AM
Created
Sep 10, 9:54 AM
Invoice #
SM-249754

Work Details (9)

Name Type Status Qty Amount Date
WL-03030800 Labor Open 3.5 $0.00 Dec 8, 8:13 PM
WL-03030801 Labor Open 2 $0.00 Dec 8, 8:13 PM
WL-03030802 Travel Open 46 $0.00 Dec 8, 8:13 PM
WL-03030805 Expenses Open 1 $0.00 Dec 8, 8:17 PM
WL-03031616 Labor Open 1.6666666666667 $0.00 Dec 9, 2:46 PM
WL-03031617 Labor Open 1.8333333333333 $798.00 Dec 9, 2:46 PM
WL-03031618 Labor Open 1.5 $0.00 Dec 9, 2:46 PM
WL-03031619 Travel Open 46 $180.00 Dec 9, 2:46 PM
WL-03031620 Travel Open 46 $0.00 Dec 9, 2:46 PM

Details