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WO-01303570 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • 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 (5 biz days early)
Active: 48 biz days
🕐 Clock stopped: Completed (Nov 19, 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
35d
▶ Clock Running
Status: Scheduled
Sep 26 → Nov 18, 2025
35 business days (counted)
Running total: 47 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 18 → Nov 19, 2025
1 business day (counted)
Running total: 48 of ? biz days used
Created: Sep 10, 2025 Completed: Nov 19, 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 18 Scheduled ▶ Running 35 47
Nov 18 → Nov 19 Tech On Site ▶ Running 1 48
Dispatch 0.0d
Coordinators 48.6d
Field Work 0.5d
Billing 11.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
48.6 days
Over SLA
Field Work
0.5 days
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
⏱️
35.6d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
56.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 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 17, 2025
Visit 2 Nov 18, 2025

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 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Sep 10, 2025 • Closed: Nov 18, 2025
WO-01303570 (current) Invoiced
EOQ • Hermilo Solano
Created: Sep 10, 2025 • Closed: Nov 18, 2025
Completed with significant delays
Invoiced • 175 days old
🚨
Primary Delay 35.6 days stuck in "Scheduled"
⏱️
Total Delay 56.5 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
35.6d / 2.0d SLA
Tech On Site
0.4d / 1.0d 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 "To Site" was traveling from WO-01297369 (in Brea, CA) to this site (Torrance) which was 40 miles. 11-17-HSolano-Travel "To Site" is in WO-01303568. Please assign to Hermilo Solano ARP to site is 46 miles. Zone 1
🔧 Work Performed
Performed annual PMOQ per BACHEM custom EQP 2.64. All required PMOQ tests passed. The OQ report with logs were transferred to a Agilent CD and 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. 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 EOQ

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-01303570
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: a0hVU000000HkpeYAC, Hermilo Solano
🚨 13.0 business days
🗓️
▶
2 Status: Scheduled Sep 26, 3:22 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-11-11T16:00:00.000+0000
🚨 32.0 business days
📅
Dispatch Scheduled by Hermilo Solano Nov 12, 6:29 PM
Scheduled For: 2025-11-12T16:00:00.000+0000
⏳ 4.7 business days
⏱️
3x Labor Added Nov 18, 12:47 PM
Type: Labor, Travel
Status: Open
Qty: 1.8333333333333, 2.1666666666667, 46
🔧
Status: Tech On Site by Hermilo Solano Nov 18, 4:32 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 53d 2h
🚗
Travel Added Nov 18, 6:32 PM
Type: Travel
Status: Open
Qty: 46
⏱️
Labor Added Nov 18, 7:39 PM
Type: Labor
Status: Open
Qty: 4
✔️
Status: Completed by Hermilo Solano Nov 18, 7:47 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 15m
⏱️
▶
2 2x Labor Added Nov 18, 8:06 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Hermilo Solano
From: Completed
To: Closed
Duration in Previous: 20m
📄
Status: Ready to Bill by Hannah Shaw Nov 19, 3:50 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 42m
🚨 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: 35.6 business days (threshold: 2.0 business days)
Exceeded by 33.6 business days
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
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Nov 12, 11:00 AM
Created
Sep 10, 10:29 AM
Invoice #
SM-248486

Work Details (7)

Name Type Status Qty Amount Date
WL-03011180 Labor Open 1.8333333333333 $0.00 Nov 18, 12:47 PM
WL-03011181 Labor Open 2.1666666666667 $0.00 Nov 18, 12:47 PM
WL-03011182 Travel Open 46 $0.00 Nov 18, 12:47 PM
WL-03011957 Travel Open 46 $0.00 Nov 18, 6:32 PM
WL-03012085 Labor Open 4 $798.00 Nov 18, 7:39 PM
WL-03012122 Labor Open 2.25 $0.00 Nov 18, 8:06 PM
WL-03012123 Expenses Open 1 $0.00 Nov 18, 8:06 PM

Details