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WO-01305887 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Sep 23, 2025 → Oct 9, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (15 biz days early)
Active: 12 biz days
🕐 Clock stopped: Completed (Oct 9, 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
3d
▶ Clock Running
Status: Assigned
Sep 23 → Sep 26, 2025
3 business days (counted)
Running total: 3 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Sep 26 → Oct 8, 2025
8 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 8 → Oct 9, 2025
1 business day (counted)
Running total: 12 of ? biz days used
Created: Sep 23, 2025 Completed: Oct 9, 2025
Show SLA Clock Detail (5 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 8 Scheduled ▶ Running 8 11
Oct 8 → Oct 9 Tech On Site ▶ Running 1 12
Dispatch 0.0d
Coordinators 11.4d
Field Work 1.2d
Billing 8.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
11.4 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
8.6 days
Over SLA
Created: Sep 23, 2025 Due: Oct 31, 2025 Completed: Oct 9, 2025 (22 days early)
📅
12.4 days Total Age
⏱️
9.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
16.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 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 8, 2025
Visit 2 Oct 9, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529820
6007979045
Closed
15L SYS-LC-1200 Contract ends 06/30/2026 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 DE60556291 1200 Thermostatted Column Compartment G1330B-B DE60555737 1200 Cooled Thermostatted ALS G1322A JP60653336 1260 Standard Degasser G1329A DE60556044 1200 Series Standard Autosampler G1314B DE60555653 1260 Variable Wavelength Detector VL G1311A-B DE60555861 1200 Series Quaternary Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Jonathan Salinas
Owner
Leona Coonrod
Created
Sep 23, 2025
Work Orders from this Case (2)
WO-01305886 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Sep 23, 2025 • Closed: Oct 9, 2025
WO-01305887 (current) Invoiced
EOQ • Hermilo Solano
Created: Sep 23, 2025 • Closed: Oct 9, 2025
Completed with significant delays
Invoiced • 162 days old
🚨
Primary Delay 9.0 days stuck in "Scheduled"
⏱️
Total Delay 16.7 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
2.4d / 0.5d SLA
Scheduled
9.0d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
8.6d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
10-08-HSolano- "Travel to Site" is in WO-01305886. Please assign to Hermilo Solano ARP to site is 46 miles. Zone 1
🔧 Work Performed
Performed annual PMOQ per BACHEM custom EQP version 2.64. All PMOQ tests passed. Agilent CD file was given to customer.
🔍 Technician Findings
N/A
⚠️ Problem Description
15L SYS-LC-1200 Contract ends 06/30/2026 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 DE60556291 1200 Thermostatted Column Compartment G1330B-B DE60555737 1200 Cooled Thermostatted ALS G1322A JP60653336 1260 Standard Degasser G1329A DE60556044 1200 Series Standard Autosampler G1314B DE60555653 1260 Variable Wavelength Detector VL G1311A-B DE60555861 1200 Series Quaternary Pump
📄 Description
LC 1200 System
📞 Call Description
OCT 2025 LC EOQ

Timeline

📞
▶
4 Case Linked Sep 23, 4:45 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305887
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
⏳ 2.9 business days
🗓️
▶
2 Status: Scheduled Sep 25, 8:11 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-10-09T15:15:00.000+0000
⚠️ 9.5 business days
🔧
Status: Tech On Site by Hermilo Solano Oct 8, 6:47 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 12d 22h
⏱️
3x Labor Added Oct 8, 10:59 PM
Type: Labor, Travel
Status: Open
Qty: 6, 1, 46
✔️
▶
2 Status: Completed Oct 9, 6:54 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Hermilo Solano
From: Completed
To: Closed
Duration in Previous: 2m
📄
Status: Ready to Bill by Hannah Shaw Oct 9, 3:21 PM
From: Closed
To: Ready to Bill
Duration in Previous: 8h 25m
⚠️ 9.0 business days
📨
▶
2 Status: Invoice Pending Oct 22, 3:27 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 4.0 business days
🧾
Invoice Created Oct 27, 12:22 PM
Invoice Number: SM-244382

Bottlenecks

Assigned
Duration: 2.4 business days (threshold: 4.0 business hours)
Exceeded by 1.9 business days
Scheduled
Duration: 9.0 business days (threshold: 2.0 business days)
Exceeded by 7.0 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Ready to Bill
Duration: 8.6 business days (threshold: 1.0 business days)
Exceeded by 7.6 business days

🔗 Related Artifacts

📞
Case 00529820
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Oct 9, 11:15 AM
Created
Sep 23, 4:46 PM
Invoice #
SM-244382

Work Details (3)

Name Type Status Qty Amount Date
WL-02964482 Labor Open 6 $798.00 Oct 8, 10:59 PM
WL-02964483 Labor Open 1 $0.00 Oct 8, 10:59 PM
WL-02964484 Travel Open 46 $0.00 Oct 8, 10:59 PM

Details