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WO-01315116 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

📍 Natrol Inc — 21411 Prairie St, Chatsworth CA, 91311

Nov 13, 2025 → Jan 8, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (15 biz days early)
Active: 36 biz days
🕐 Clock stopped: Completed (Jan 8, 2026)
▶ Clock Running
Status: Created
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 0 of ? biz days used
12d
▶ Clock Running
Status: Assigned
Nov 13 → Dec 3, 2025
12 business days (counted)
Running total: 12 of ? biz days used
23d
▶ Clock Running
Status: Scheduled
Dec 3 → Jan 7, 2026
23 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 7 → Jan 8, 2026
1 business day (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 36 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 8 → Jan 8, 2026
0 business days (counted)
Running total: 36 of ? biz days used
Created: Nov 13, 2025 Completed: Jan 8, 2026
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Nov 13 → Nov 13 Created ▶ Running 0 0
Nov 13 → Nov 13 Ready for Scheduling ▶ Running 0 0
Nov 13 → Dec 3 Assigned ▶ Running 12 12
Dec 3 → Jan 7 Scheduled ▶ Running 23 35
Jan 7 → Jan 8 Tech On Site ▶ Running 1 36
Jan 8 → Jan 8 Tech Off Site ▶ Running 0 36
Jan 8 → Jan 8 Scheduled ▶ Running 0 36
Jan 8 → Jan 8 Tech On Site ▶ Running 0 36
Dispatch 0.0d
Coordinators 37.0d
Field Work 2.5d
Billing 12.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
37.0 days
Over SLA
Field Work
2.5 days
Billing
12.3 days
Over SLA
Created: Nov 13, 2025 Due: Jan 31, 2026 Completed: Jan 9, 2026 (22 days early)
📅
37.3 days Total Age
⏱️
24.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
45.8d 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 Jan 7, 2026
Visit 2 Jan 8, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00543616
6008089526
Closed
38U SYS-LC-1260II Contract ends 04/26/2026 repair included 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. G7129A DEAEQ30353 1260 Infinity II Vialsampler G7115A DEAC609861 1260 Infinity II Diode Array Detector WR G7111B DEAEW05845 1260 Infinity II Quaternary Pump G4761A DEBBP16208 Upgrade InfinityLab Sample Thermostat G7116A DEAED16821 1260 Infinity II Multicolumn Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Jose Luz
Owner
Leona Coonrod
Created
Nov 13, 2025
Work Orders from this Case (2)
WO-01315115 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Nov 13, 2025 • Closed: Jan 8, 2026
WO-01315116 (current) Invoiced
EOQ • Hermilo Solano
Created: Nov 13, 2025 • Closed: Jan 8, 2026
Completed with significant delays
Invoiced • 111 days old
🚨
Primary Delay 24.0 days stuck in "Scheduled"
⏱️
Total Delay 45.8 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
24.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.6d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
12.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
01-07-HSolano- Travel "To Site" is in WO-01315115- which is the PM service work order. Please assign to Hermilo Solano ARP to site is 51 miles. Zone 2
🔧 Work Performed
Performed annual PMOQ using LC.02.58 protocol. All tests passed during the PM with no issues.
🔍 Technician Findings
N/A
⚠️ Problem Description
38U SYS-LC-1260II Contract ends 04/26/2026 repair included 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. G7129A DEAEQ30353 1260 Infinity II Vialsampler G7115A DEAC609861 1260 Infinity II Diode Array Detector WR G7111B DEAEW05845 1260 Infinity II Quaternary Pump G4761A DEBBP16208 Upgrade InfinityLab Sample Thermostat G7116A DEAED16821 1260 Infinity II Multicolumn Thermostat
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
JAN 2026 LC EOQ

Timeline

📞
▶
4 Case Linked Nov 13, 11:10 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01315116
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
🚨 12.6 business days
🗓️
▶
2 Status: Scheduled Dec 3, 4:43 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2026-01-07T17:30:00.000+0000
🚨 24.0 business days
🔧
Status: Tech On Site by Hermilo Solano Jan 7, 5:05 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 35d 12h
⏱️
3x Labor Added Jan 7, 8:10 PM
Type: Labor, Travel
Status: Open
Qty: 3.9166666666667, 2, 55
🚗
Status: Tech Off Site by Hermilo Solano Jan 7, 8:15 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 3h 10m
🗓️
Status: Scheduled by Hermilo Solano Jan 8, 12:47 PM
From: Tech Off Site, Scheduled
To: Scheduled, Tech On Site
Duration in Previous: 16h 31m, 0m
⏱️
5x Labor Added Jan 8, 4:54 PM
Type: Labor, Travel
Status: Open
Qty: 1.5, 4.5, 2, 55
✔️
Status: Completed by Hermilo Solano Jan 8, 5:01 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 13m
🏁
Status: Closed by Hermilo Solano Jan 8, 9:43 PM
From: Completed
To: Closed
Duration in Previous: 4h 42m
📄
Status: Ready to Bill by Hannah Shaw Jan 9, 4:21 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 38m
🚨 13.0 business days
📨
▶
3 Status: Invoice Pending Jan 28, 1:41 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-252436
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 13.0 business days (threshold: 4.0 business hours)
Exceeded by 12.5 business days
Scheduled
Duration: 24.0 business days (threshold: 2.0 business days)
Exceeded by 22.0 business days
Ready to Bill
Duration: 12.3 business days (threshold: 1.0 business days)
Exceeded by 11.3 business days

🔗 Related Artifacts

📞
Case 00543616
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Jan 7, 12:30 PM
Created
Nov 13, 11:13 AM
Invoice #
SM-252436

Work Details (8)

Name Type Status Qty Amount Date
WL-03057002 Labor Open 3.9166666666667 $0.00 Jan 7, 8:10 PM
WL-03057003 Labor Open 2 $0.00 Jan 7, 8:10 PM
WL-03057004 Travel Open 55 $0.00 Jan 7, 8:10 PM
WL-03058114 Labor Open 1.5 $0.00 Jan 8, 4:54 PM
WL-03058115 Labor Open 4.5 $798.00 Jan 8, 4:54 PM
WL-03058116 Labor Open 2 $0.00 Jan 8, 4:54 PM
WL-03058117 Travel Open 55 $359.00 Jan 8, 4:54 PM
WL-03058118 Travel Open 55 $0.00 Jan 8, 4:54 PM

Details