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WO-01305998 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

📍 International Medication Systems — 10642 El Poche St, South El Monte CA, 91733

Sep 24, 2025 → Dec 18, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (8 biz days early)
Active: 57 biz days
🕐 Clock stopped: Completed (Dec 18, 2025)
▶ Clock Running
Status: Created
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
40d
▶ Clock Running
Status: Assigned
Sep 24 → Nov 21, 2025
40 business days (counted)
Running total: 40 of ? biz days used
16d
▶ Clock Running
Status: Scheduled
Nov 21 → Dec 17, 2025
16 business days (counted)
Running total: 56 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 17 → Dec 18, 2025
1 business day (counted)
Running total: 57 of ? biz days used
Created: Sep 24, 2025 Completed: Dec 18, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 24 → Sep 24 Created ▶ Running 0 0
Sep 24 → Sep 24 Ready for Scheduling ▶ Running 0 0
Sep 24 → Nov 21 Assigned ▶ Running 40 40
Nov 21 → Dec 17 Scheduled ▶ Running 16 56
Dec 17 → Dec 18 Tech On Site ▶ Running 1 57
Dispatch 0.0d
Coordinators 57.6d
Field Work 1.4d
Billing 10.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
57.6 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
10.4 days
Over SLA
Created: Sep 24, 2025 Due: Dec 31, 2025 Completed: Dec 18, 2025 (13 days early)
📅
58.0 days Total Age
⏱️
40.6d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
65.3d 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 Dec 17, 2025
Visit 2 Dec 18, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00530014
6008067168
Closed
28U SYS-LC-1100 Contract ends 04/14/2026 includes Repair PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G1322A-B JP62355003 1200 Vacuum Degasser G1311A-A DE83104908 1100 Series Quaternary Pump G1315A DE90604651 1100 Diode-array Detector G1316A-A DE82207593 1100 Thermostatted Column Compartment G1313A DE82206847 1100 Autosampler
Priority
High
Origin
Web
Reason
New Case
Contact
Evelyn Tan
Owner
Leona Coonrod
Created
Sep 24, 2025
Work Orders from this Case (2)
WO-01305996 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Sep 24, 2025 • Closed: Dec 18, 2025
WO-01305998 (current) Invoiced
EOQ • Hermilo Solano
Created: Sep 24, 2025 • Closed: Dec 18, 2025
Completed with significant delays
Invoiced • 161 days old
🚨
Primary Delay 40.6 days stuck in "Assigned"
⏱️
Total Delay 65.3 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
40.6d / 0.5d SLA
Scheduled
17.0d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
10.4d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
12-17-HSolano- "Travel to Site" is in WO-01305996. Please assign to Hermilo Solano ARP to site is 15 miles. Zone 1
🔧 Work Performed
Performed annual PMOQ per Agilent's recommended EQP. The Agilent CD file containing the EQP report documents and logs was given to the customer. All required PMOQ tests passed.
🔍 Technician Findings
N/A
⚠️ Problem Description
28U SYS-LC-1100 Contract ends 04/14/2026 includes Repair PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G1322A-B JP62355003 1200 Vacuum Degasser G1311A-A DE83104908 1100 Series Quaternary Pump G1315A DE90604651 1100 Diode-array Detector G1316A-A DE82207593 1100 Thermostatted Column Compartment G1313A DE82206847 1100 Autosampler
📄 Description
LC 1100 System
📞 Call Description
DEC 2025 LC EOQ

Timeline

📞
▶
4 Case Linked Sep 24, 11:24 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305998
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
🚨 40.1 business days
🗓️
▶
2 Status: Scheduled Nov 20, 11:33 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2025-12-04T16:00:00.000+0000
🚨 11.1 business days
📅
Dispatch Scheduled by Hermilo Solano Dec 9, 6:16 PM
Scheduled For: 2025-12-17T16:00:00.000+0000
⚠️ 6.7 business days
🔧
Status: Tech On Site by Hermilo Solano Dec 17, 3:52 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 26d 16h
⏱️
▶
2 3x Labor Added Dec 18, 2:15 PM
3x Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.58333333333333, 15
⏱️
▶
2 3x Labor Added Dec 18, 3:53 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Hermilo Solano
From: Tech On Site
To: Completed
Duration in Previous: 1d 0h
🏁
Status: Closed by Hermilo Solano Dec 18, 4:06 PM
From: Completed
To: Closed
Duration in Previous: 9m
📄
Status: Ready to Bill by Hannah Shaw Dec 19, 3:29 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 22m
🚨 11.0 business days
📨
▶
2 Status: Invoice Pending Jan 6, 4:26 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🚨 18.9 business days
🧾
Invoice Created Feb 2, 12:52 PM
Invoice Number: SM-250617

Bottlenecks

Assigned
Duration: 40.6 business days (threshold: 4.0 business hours)
Exceeded by 40.1 business days
Scheduled
Duration: 17.0 business days (threshold: 2.0 business days)
Exceeded by 15.0 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours
Ready to Bill
Duration: 10.4 business days (threshold: 1.0 business days)
Exceeded by 9.4 business days

🔗 Related Artifacts

📞
Case 00530014
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Dec 17, 11:00 AM
Created
Sep 24, 11:25 AM
Invoice #
SM-250617

Work Details (8)

Name Type Status Qty Amount Date
WL-03042047 Labor Open 3 $0.00 Dec 18, 2:15 PM
WL-03042048 Labor Open 0.66666666666667 $0.00 Dec 18, 2:15 PM
WL-03042049 Travel Open 15 $0.00 Dec 18, 2:15 PM
WL-03042050 Labor Open 0.58333333333333 $0.00 Dec 18, 2:17 PM
WL-03042051 Travel Open 15 $180.00 Dec 18, 2:17 PM
WL-03042229 Labor Open 3 $798.00 Dec 18, 3:53 PM
WL-03042230 Labor Open 0.5 $0.00 Dec 18, 3:53 PM
WL-03042231 Travel Open 15 $0.00 Dec 18, 3:53 PM

Details