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WO-01303568 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Sep 10, 2025 → Nov 18, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (6 biz days early)
Active: 47 biz days
🕐 Clock stopped: Tech Off Site (Nov 18, 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
34d
▶ Clock Running
Status: Scheduled
Sep 26 → Nov 17, 2025
34 business days (counted)
Running total: 46 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 17 → Nov 18, 2025
1 business day (counted)
Running total: 47 of ? biz days used
Created: Sep 10, 2025 Tech Off Site: Nov 18, 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 26 Assigned ▶ Running 12 12
Sep 26 → Nov 17 Scheduled ▶ Running 34 46
Nov 17 → Nov 18 Tech On Site ▶ Running 1 47
Dispatch 0.0d
Coordinators 47.6d
Field Work 2.7d
Billing 11.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
47.6 days
Over SLA
Field Work
2.7 days
Over SLA
Billing
11.4 days
Over SLA
Created: Sep 10, 2025 Due: Nov 30, 2025 Completed: Nov 19, 2025 (11 days early)
📅
48.1 days Total Age
⏱️
34.6d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
56.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525949
6007894111
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 DE64763062 1200 Series Standard Autosampler G1312A DE63058067 1200 Series Binary Pump G1316A-B DE63064161 1200 Thermostatted Column Compartment G1322A-B JP62359980 1200 Vacuum Degasser G1314B DE71359603 1260 Variable Wavelength Detector VL
Priority
High
Origin
Web
Reason
New Case
Contact
Roderick DelRosario
Owner
Leona Coonrod
Created
Sep 10, 2025
Work Orders from this Case (2)
WO-01303568 (current) Invoiced
Preventive Maintenance • Hermilo Solano
Created: Sep 10, 2025 • Closed: Nov 18, 2025
WO-01303570 Invoiced
EOQ • Hermilo Solano
Created: Sep 10, 2025 • Closed: Nov 18, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 34.6 days stuck in "Scheduled"
⏱️
Total Delay 56.1 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
34.6d / 2.0d SLA
Tech On Site
1.6d / 1.0d SLA
Tech Off Site
1.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
11.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
11-18-HSolano- Travel "From Site" is in WO-01303570.
🔧 Work Performed
Performed annual Preventative Maintenance. All required PM parts were replaced. All recommended PM 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 DE64763062 1200 Series Standard Autosampler G1312A DE63058067 1200 Series Binary Pump G1316A-B DE63064161 1200 Thermostatted Column Compartment G1322A-B JP62359980 1200 Vacuum Degasser G1314B DE71359603 1260 Variable Wavelength Detector VL
📄 Description
LC 1200 System
📞 Call Description
NOV 2025 LC PMPLUS

Timeline

📞
▶
4 Case Linked Sep 10, 10:28 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01303568
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
🚨 13.0 business days
🗓️
▶
2 Status: Scheduled Sep 26, 3:21 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-11-10T17:00:00.000+0000
🚨 31.0 business days
📅
Dispatch Scheduled by Hermilo Solano Nov 11, 11:34 AM
Scheduled For: 2025-11-13T17:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Hermilo Solano Nov 17, 12:53 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 51d 22h
🚗
Status: Tech Off Site by Hermilo Solano Nov 18, 1:29 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 12h 36m
⏱️
9x Labor Added Nov 18, 12:21 PM
Type: Labor, Travel, Parts
Status: Open
Qty: 2.1666666666667, 46
⏱️
Labor Added Nov 18, 12:28 PM
Type: Labor
Status: Open
Qty: 5
✔️
▶
2 Status: Completed Nov 18, 8:00 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Hermilo Solano
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Hannah Shaw Nov 19, 3:46 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 44m
🚨 12.0 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: 13.0 business days (threshold: 4.0 business hours)
Exceeded by 12.5 business days
Scheduled
Duration: 34.6 business days (threshold: 2.0 business days)
Exceeded by 32.6 business days
Tech On Site
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours
Ready to Bill
Duration: 11.4 business days (threshold: 1.0 business days)
Exceeded by 10.4 business days

🔗 Related Artifacts

📞
Case 00525949
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Hermilo Solano
Scheduled
Nov 13, 12:00 PM
Created
Sep 10, 10:28 AM
Invoice #
SM-248486

Work Details (10)

Name Type Status Qty Amount Date
WL-03011118 Labor Open 2.1666666666667 $0.00 Nov 18, 12:21 PM
WL-03011120 Travel Open 46 $180.00 Nov 18, 12:21 PM
WL-03011121 Parts Open 1 $0.00 Nov 18, 12:21 PM
WL-03011122 Parts Open 2 $0.00 Nov 18, 12:21 PM
WL-03011123 Parts Open 1 $0.00 Nov 18, 12:21 PM
WL-03011124 Parts Open 1 $0.00 Nov 18, 12:21 PM
WL-03011125 Parts Open 1 $0.00 Nov 18, 12:21 PM
WL-03011126 Parts Open 1 $0.00 Nov 18, 12:21 PM
WL-03011127 Parts Open 1 $0.00 Nov 18, 12:21 PM
WL-03011131 Labor Open 5 $456.00 Nov 18, 12:28 PM

Details