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WO-01305879 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Sep 23, 2025 → Oct 23, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (6 biz days early)
Active: 21 biz days
🕐 Clock stopped: Completed (Oct 23, 2025)
▶ Clock Running
Status: Created
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 23 → Sep 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 23 → Sep 26, 2025
3 business days (counted)
Running total: 3 of ? biz days used
17d
▶ Clock Running
Status: Scheduled
Sep 26 → Oct 22, 2025
17 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 23, 2025
1 business day (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 21 of ? biz days used
Created: Sep 23, 2025 Completed: Oct 23, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 23 → Sep 23 Created ▶ Running 0 0
Sep 23 → Sep 23 Ready for Scheduling ▶ Running 0 0
Sep 23 → Sep 26 Assigned ▶ Running 3 3
Sep 26 → Oct 22 Scheduled ▶ Running 17 20
Oct 22 → Oct 23 Tech On Site ▶ Running 1 21
Oct 23 → Oct 23 Tech Off Site ▶ Running 0 21
Oct 23 → Oct 23 Tech On Site ▶ Running 0 21
Dispatch 0.0d
Coordinators 20.5d
Field Work 2.8d
Billing 11.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
20.5 days
Over SLA
Field Work
2.8 days
Billing
11.3 days
Over SLA
Created: Sep 23, 2025 Due: Oct 31, 2025 Completed: Oct 23, 2025 (8 days early)
📅
21.4 days Total Age
⏱️
18.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
28.4d 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 Oct 22, 2025
Visit 2 Oct 23, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529808
6007981040
Closed
15L SYS-LC-1200 Contract ends 12/31/2025 includes Repair 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. G1316A-B DE60556317 1200 Thermostatted Column Compartment G1322A JP60653326 1260 Standard Degasser G1314B DE60555651 1260 Variable Wavelength Detector VL G1330B-B DE60555780 1200 Cooled Thermostatted ALS G1311A-B DE60555776 1200 Series Quaternary Pump G1329A DE60556028 1200 Series Standard Autosampler
Priority
High
Origin
Web
Reason
New Case
Contact
Jonathan Salinas
Owner
Leona Coonrod
Created
Sep 23, 2025
Work Orders from this Case (2)
WO-01305878 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Sep 23, 2025 • Closed: Oct 23, 2025
WO-01305879 (current) Invoiced
EOQ • Hermilo Solano
Created: Sep 23, 2025 • Closed: Oct 23, 2025
Completed with significant delays
Invoiced • 162 days old
🚨
Primary Delay 18.0 days stuck in "Scheduled"
⏱️
Total Delay 28.4 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
2.5d / 0.5d SLA
Scheduled
18.0d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.5d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
11.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10-22-HSolano-Travel "To Site" is in WO-01305878. Please assign to Hermilo Solano ARP to site is 46 miles. Zone 1
🔧 Work Performed
Performed annual PMOQ per BACHEM custom EQP 02.64. All required PMOQ tests passed. The Agilent File CD was given to customer.
🔍 Technician Findings
N/A
⚠️ Problem Description
15L SYS-LC-1200 Contract ends 12/31/2025 includes Repair 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. G1316A-B DE60556317 1200 Thermostatted Column Compartment G1322A JP60653326 1260 Standard Degasser G1314B DE60555651 1260 Variable Wavelength Detector VL G1330B-B DE60555780 1200 Cooled Thermostatted ALS G1311A-B DE60555776 1200 Series Quaternary Pump G1329A DE60556028 1200 Series Standard Autosampler
📄 Description
LC 1200 System
📞 Call Description
OCT 2025 LC EOQ

Timeline

📞
▶
4 Case Linked Sep 23, 4:28 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305879
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
⏳ 2.9 business days
🗓️
▶
2 Status: Scheduled Sep 25, 8:13 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-10-23T14:45:00.000+0000
🚨 18.5 business days
🔧
Status: Tech On Site by Hermilo Solano Oct 22, 4:59 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 26d 20h
💵
2x Expenses Added Oct 22, 9:35 PM
Type: Expenses, Travel
Status: Open
Qty: 1, 46
⏱️
2x Labor Added Oct 22, 10:04 PM
Type: Labor
Status: Open
Qty: 5.75, 1.5
🚗
Status: Tech Off Site by Hermilo Solano Oct 23, 12:53 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 53m
🔧
Status: Tech On Site by Hermilo Solano Oct 23, 12:34 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 11h 40m
⏱️
▶
2 5x Labor Added Oct 23, 2:59 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Hermilo Solano
From: Tech On Site
To: Completed
Duration in Previous: 2h 25m
🏁
Status: Closed by Hermilo Solano Oct 23, 6:45 PM
From: Completed
To: Closed
Duration in Previous: 3h 45m
📄
Status: Ready to Bill by Hannah Shaw Oct 24, 5:28 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 43m
🚨 11.8 business days
📨
▶
2 Status: Invoice Pending Nov 10, 3:46 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Nov 10, 4:38 PM
Invoice Number: SM-246148

Bottlenecks

Assigned
Duration: 2.5 business days (threshold: 4.0 business hours)
Exceeded by 2.0 business days
Scheduled
Duration: 18.0 business days (threshold: 2.0 business days)
Exceeded by 16.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Ready to Bill
Duration: 11.3 business days (threshold: 1.0 business days)
Exceeded by 10.3 business days

🔗 Related Artifacts

📞
Case 00529808
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Oct 23, 10:45 AM
Created
Sep 23, 4:29 PM
Invoice #
SM-246148

Work Details (9)

Name Type Status Qty Amount Date
WL-02980854 Expenses Open 1 $0.00 Oct 22, 9:35 PM
WL-02980855 Travel Open 46 $0.00 Oct 22, 9:35 PM
WL-02980896 Labor Open 5.75 $0.00 Oct 22, 10:04 PM
WL-02980897 Labor Open 1.5 $0.00 Oct 22, 10:04 PM
WL-02981746 Labor Open 1.6666666666667 $0.00 Oct 23, 2:59 PM
WL-02981747 Labor Open 2.5833333333333 $798.00 Oct 23, 2:59 PM
WL-02981748 Labor Open 1.75 $0.00 Oct 23, 2:59 PM
WL-02981749 Travel Open 46 $180.00 Oct 23, 2:59 PM
WL-02981750 Travel Open 46 $0.00 Oct 23, 2:59 PM

Details