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WO-01303565 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Sep 10, 2025 → Nov 5, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (14 biz days early)
Active: 39 biz days
🕐 Clock stopped: Completed (Nov 5, 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
25d
▶ Clock Running
Status: Scheduled
Sep 26 → Nov 3, 2025
25 business days (counted)
Running total: 37 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 3 → Nov 4, 2025
1 business day (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 4 → Nov 5, 2025
1 business day (counted)
Running total: 39 of ? biz days used
Created: Sep 10, 2025 Completed: Nov 5, 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 → Nov 3 Scheduled ▶ Running 25 37
Nov 3 → Nov 4 Tech On Site ▶ Running 1 38
Nov 4 → Nov 4 Tech Off Site ▶ Running 0 38
Nov 4 → Nov 5 Tech On Site ▶ Running 1 39
Dispatch 0.0d
Coordinators 38.4d
Field Work 2.8d
Billing 9.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
38.4 days
Over SLA
Field Work
2.8 days
Over SLA
Billing
9.0 days
Over SLA
Created: Sep 10, 2025 Due: Nov 30, 2025 Completed: Nov 5, 2025 (25 days early)
📅
39.8 days Total Age
⏱️
25.4d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
47.5d 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 3, 2025
Visit 2 Nov 4, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525946
6007954208
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. G1330B-B DE60560846 1200 Cooled Thermostatted ALS G1329A DE64763320 1200 Series Standard Autosampler G1322A-B JP62359266 1200 Vacuum Degasser G1311A-B DE62962091 1200 Series Quaternary Pump G1314B DE71359754 1260 Variable Wavelength Detector VL G1316BR DE90361147 Cert Pre-owned 1200 Therm Column Comp HT
Priority
High
Origin
Web
Reason
New Case
Contact
Roderick DelRosario
Owner
Leona Coonrod
Created
Sep 10, 2025
Work Orders from this Case (2)
WO-01303563 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Sep 10, 2025 • Closed: Nov 5, 2025
WO-01303565 (current) Invoiced
EOQ • Hermilo Solano
Created: Sep 10, 2025 • Closed: Nov 5, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 25.4 days stuck in "Scheduled"
⏱️
Total Delay 47.5 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
25.4d / 2.0d SLA
Tech On Site
1.8d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Closed
4.0d / 1.0d SLA
Ready to Bill
9.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11-03-HSolano- Travel "To Site" is in WO-01303563. Please assign to Hermilo Solano ARP to site is 46 miles. Zone 1
🔧 Work Performed
Performed annual PMOQ service 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. G1330B-B DE60560846 1200 Cooled Thermostatted ALS G1329A DE64763320 1200 Series Standard Autosampler G1322A-B JP62359266 1200 Vacuum Degasser G1311A-B DE62962091 1200 Series Quaternary Pump G1314B DE71359754 1260 Variable Wavelength Detector VL G1316BR DE90361147 Cert Pre-owned 1200 Therm Column Comp HT
📄 Description
LC 1200 System Enhanced LC Features
📞 Call Description
NOV 2025 LC EOQ

Timeline

📞
▶
4 Case Linked Sep 10, 10:21 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01303565
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
🚨 13.0 business days
🗓️
▶
2 Status: Scheduled Sep 26, 4:50 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-11-04T16:00:00.000+0000
🚨 25.9 business days
🔧
Status: Tech On Site by Hermilo Solano Nov 3, 6:03 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 38d 2h
⏱️
▶
2 3x Labor Added Nov 3, 7:53 PM
3x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Hermilo Solano
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1h 51m
🔧
Status: Tech On Site by Hermilo Solano Nov 4, 12:56 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 17h 1m
⏱️
5x Labor Added Nov 4, 4:39 PM
Type: Labor, Travel
Status: Open
Qty: 2.25, 4.75, 46
✔️
Status: Completed by Hermilo Solano Nov 5, 1:40 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 12h 44m, 0m
⏳ 4.0 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 11, 3:03 PM
From: Closed
To: Ready to Bill
Duration in Previous: 6d 13h
⚠️ 9.0 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: 13.0 business days (threshold: 4.0 business hours)
Exceeded by 12.5 business days
Scheduled
Duration: 25.4 business days (threshold: 2.0 business days)
Exceeded by 23.4 business days
Tech On Site
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.7 business hours
Closed
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00525946
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Nov 4, 11:00 AM
Created
Sep 10, 10:22 AM
Invoice #
247473

Work Details (8)

Name Type Status Qty Amount Date
WL-02995026 Labor Open 2.75 $0.00 Nov 3, 7:53 PM
WL-02995027 Labor Open 2 $0.00 Nov 3, 7:53 PM
WL-02995028 Travel Open 46 $0.00 Nov 3, 7:53 PM
WL-02996067 Labor Open 2.25 $0.00 Nov 4, 4:39 PM
WL-02996068 Labor Open 4.75 $798.00 Nov 4, 4:39 PM
WL-02996069 Labor Open 2 $0.00 Nov 4, 4:39 PM
WL-02996070 Travel Open 46 $180.00 Nov 4, 4:39 PM
WL-02996071 Travel Open 46 $0.00 Nov 4, 4:39 PM

Details