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WO-01309227 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Oct 14, 2025 → Jan 16, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (9 biz days early)
Active: 63 biz days
🕐 Clock stopped: Completed (Jan 16, 2026)
▶ Clock Running
Status: Created
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 0 of ? biz days used
27d
▶ Clock Running
Status: Assigned
Oct 14 → Nov 21, 2025
27 business days (counted)
Running total: 27 of ? biz days used
33d
▶ Clock Running
Status: Scheduled
Nov 21 → Jan 13, 2026
33 business days (counted)
Running total: 60 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 13 → Jan 16, 2026
3 business days (counted)
Running total: 63 of ? biz days used
Created: Oct 14, 2025 Completed: Jan 16, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 14 → Oct 14 Created ▶ Running 0 0
Oct 14 → Oct 14 Ready for Scheduling ▶ Running 0 0
Oct 14 → Nov 21 Assigned ▶ Running 27 27
Nov 21 → Jan 13 Scheduled ▶ Running 33 60
Jan 13 → Jan 16 Tech On Site ▶ Running 3 63
Dispatch 0.0d
Coordinators 61.6d
Field Work 3.5d
Billing 14.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
61.6 days
Over SLA
Field Work
3.5 days
Over SLA
Billing
14.5 days
Over SLA
Created: Oct 14, 2025 Due: Jan 31, 2026 Completed: Jan 16, 2026 (15 days early)
📅
63.7 days Total Age
⏱️
33.6d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
73.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00535249
6008127063
Closed
15L SYS-LC-1200 Contract ends 10/09/2025 includes Repair PMPLUS / 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. G1314B DE63058521 1260 Variable Wavelength Detector VL G1322A-B JP62357635 1200 Vacuum Degasser G1329A DE64761178 1200 Series Standard Autosampler G1316A-B DE63061989 1200 Thermostatted Column Compartment G1312A DE63057440 1200 Series Binary Pump G1330B DE60565340 1290 Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Derek Del Rosario
Owner
Leona Coonrod
Created
Oct 14, 2025
Work Orders from this Case (2)
WO-01309227 (current) Invoiced
Preventive Maintenance • Hermilo Solano
Created: Oct 14, 2025 • Closed: Jan 16, 2026
WO-01309229 Canceled
EOQ
Created: Oct 14, 2025
Completed with significant delays
Invoiced • 141 days old
🚨
Primary Delay 33.6 days stuck in "Scheduled"
⏱️
Total Delay 73.1 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
28.0d / 0.5d SLA
Scheduled
33.6d / 2.0d SLA
Tech On Site
3.5d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
14.4d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

THIS WAS ADDED TO SO# 6008151263, SC# 6906827708

1.16.26 hshaw - SO was canceled in CRM

01-13-HSolano- Once I arrived on-site, the R&D Coordinator from BACHEM told me that the instrument with ID 02679 is decommissioned. I will just add drive time and mileage to this timesheet. Please assign to Hermilo Solano ARP to site is 45 miles. Zone 1

🔧 Work Performed
N/A. The instrument is decommissioned.
🔍 Technician Findings
This instrument is decommissioned.
⚠️ Problem Description
15L SYS-LC-1200 Contract ends 10/09/2025 includes Repair PMPLUS / 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. G1314B DE63058521 1260 Variable Wavelength Detector VL G1322A-B JP62357635 1200 Vacuum Degasser G1329A DE64761178 1200 Series Standard Autosampler G1316A-B DE63061989 1200 Thermostatted Column Compartment G1312A DE63057440 1200 Series Binary Pump G1330B DE60565340 1290 Thermostat
📄 Description
LC 1200 System
📞 Call Description
JAN 2026 LC PMPLUS

Timeline

📞
▶
4 Case Linked Oct 14, 9:13 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01309227
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: 1m, 0m
👷
Technician Assigned by Leona Coonrod
Technician: Hermilo Solano
🚨 28.0 business days
🗓️
▶
2 Status: Scheduled Nov 21, 2:09 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2026-01-13T17:00:00.000+0000
🚨 34.0 business days
🔧
Status: Tech On Site by Hermilo Solano Jan 13, 12:29 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 52d 22h
⏱️
5x Labor Added Jan 13, 11:06 PM
Type: Labor, Travel
Status: Open
Qty: 2, 1, 1.5, 45
⏳ 2.2 business days
✔️
Status: Completed by Hermilo Solano Jan 16, 12:46 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2d 12h, 0m
💵
Status: Billing Review by Hannah Shaw Jan 16, 5:17 PM
From: Closed, Billing Review
To: Billing Review, Ready to Bill
Duration in Previous: 16h 30m
⚠️ 8.8 business days
💵
Status: Billing Review by Hannah Shaw Jan 29, 9:25 AM
From: Ready to Bill
To: Billing Review
Duration in Previous: 12d 16h
📄
Status: Ready to Bill by Hannah Shaw Jan 29, 9:31 AM
From: Billing Review
To: Ready to Bill
Duration in Previous: 6m
⏳ 4.0 business days
💵
▶
2 Status: Billing Review Feb 3, 5:06 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
⏳ 2.9 business days
📨
▶
3 Status: Invoice Pending Feb 5, 1:11 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-253062
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m

Bottlenecks

Assigned
Duration: 28.0 business days (threshold: 4.0 business hours)
Exceeded by 27.5 business days
Scheduled
Duration: 33.6 business days (threshold: 2.0 business days)
Exceeded by 31.6 business days
Tech On Site
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days
Ready to Bill
Duration: 8.2 business days (threshold: 1.0 business days)
Exceeded by 7.2 business days
Ready to Bill
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days

🔗 Related Artifacts

📞
Case 00535249
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Hermilo Solano
Scheduled
Jan 13, 12:00 PM
Created
Oct 14, 9:14 AM
Invoice #
SM-253062

Work Details (5)

Name Type Status Qty Amount Date
WL-03064185 Labor Open 2 $0.00 Jan 13, 11:06 PM
WL-03064186 Labor Open 1 $114.00 Jan 13, 11:06 PM
WL-03064187 Labor Open 1.5 $0.00 Jan 13, 11:06 PM
WL-03064188 Travel Open 45 $180.00 Jan 13, 11:06 PM
WL-03064189 Travel Open 45 $0.00 Jan 13, 11:06 PM

Details