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WO-01316098 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Nov 18, 2025 → Feb 12, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (11 biz days early)
Active: 56 biz days
🕐 Clock stopped: Completed (Feb 11, 2026)
▶ Clock Running
Status: Created
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 18 → Nov 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
9d
▶ Clock Running
Status: Assigned
Nov 18 → Dec 3, 2025
9 business days (counted)
Running total: 9 of ? biz days used
46d
▶ Clock Running
Status: Scheduled
Dec 3 → Feb 10, 2026
46 business days (counted)
Running total: 55 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 10 → Feb 11, 2026
1 business day (counted)
Running total: 56 of ? biz days used
Created: Nov 18, 2025 Completed: Feb 11, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 18 → Nov 18 Created ▶ Running 0 0
Nov 18 → Nov 18 Ready for Scheduling ▶ Running 0 0
Nov 18 → Dec 3 Assigned ▶ Running 9 9
Dec 3 → Feb 10 Scheduled ▶ Running 46 55
Feb 10 → Feb 11 Tech On Site ▶ Running 1 56
Dispatch 0.0d
Coordinators 56.4d
Field Work 1.9d
Billing 12.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
56.4 days
Over SLA
Field Work
1.9 days
Over SLA
Billing
12.0 days
Over SLA
Created: Nov 18, 2025 Due: Feb 28, 2026 Completed: Feb 12, 2026 (16 days early)
📅
57.2 days Total Age
⏱️
47.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
65.0d 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 Feb 10, 2026
Visit 2 Feb 11, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545004
6008153698
Closed
38R SYS-LC-1260 Contract ends 02/22/2026 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. G1329B DEAAC37460 1260 Standard Autosampler G1322A JPAAL84874 1260 Standard Degasser G1312B DEACB10458 1260 Binary Pump G1315D DEAAX08199 1260 Diode Array Detector VL G1316A DEACN38585 1260 Thermostatted Column Compartment
Priority
High
Origin
Web
Reason
New Case
Contact
Jose Luz
Owner
Leona Coonrod
Created
Nov 18, 2025
Work Orders from this Case (2)
WO-01316097 Invoiced
Preventive Maintenance • Hermilo Solano
Created: Nov 18, 2025 • Closed: Feb 12, 2026
WO-01316098 (current) Invoiced
EOQ • Hermilo Solano
Created: Nov 18, 2025 • Closed: Feb 12, 2026
Completed with significant delays
Invoiced • 106 days old
🚨
Primary Delay 47.0 days stuck in "Scheduled"
⏱️
Total Delay 65.0 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
9.4d / 0.5d SLA
Scheduled
47.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Completed
0.8d / 1.0d SLA
Closed
0.9d / 1.0d SLA
Ready to Bill
12.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
02-10-HSolano-Travel "To Site" is in the PM work-order WO-01316097. Please assign to Hermilo Solano ARP to site is 50 miles. Zone 2
🔧 Work Performed
Performed annual PMOQ per Agilent's EQP 02.58. All required tests passed.
🔍 Technician Findings
N/A
⚠️ Problem Description
38R SYS-LC-1260 Contract ends 02/22/2026 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. G1329B DEAAC37460 1260 Standard Autosampler G1322A JPAAL84874 1260 Standard Degasser G1312B DEACB10458 1260 Binary Pump G1315D DEAAX08199 1260 Diode Array Detector VL G1316A DEACN38585 1260 Thermostatted Column Compartment
📄 Description
1260 Binary Pump
📞 Call Description
FEB 2026 LC EOQ

Timeline

📞
▶
4 Case Linked Nov 18, 3:58 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01316098
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
⚠️ 9.6 business days
🗓️
▶
2 Status: Scheduled Dec 3, 4:48 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2026-02-10T17:30:00.000+0000
🚨 47.0 business days
🔧
Status: Tech On Site by Hermilo Solano Feb 10, 6:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 69d 13h
⏱️
4x Labor Added Feb 10, 8:08 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 3.25, 1, 55
⏱️
3x Labor Added Feb 11, 6:40 PM
Type: Labor
Status: Open
Qty: 2, 6.25
🚗
2x Travel Added Feb 11, 6:52 PM
Type: Travel
Status: Open
Qty: 55
✔️
Status: Completed by Hermilo Solano Feb 11, 6:57 PM
From: Tech On Site
To: Completed
Duration in Previous: 1d 0h
🏁
Status: Closed by Hermilo Solano Feb 12, 1:37 AM
From: Completed
To: Closed
Duration in Previous: 6h 39m
📄
Status: Ready to Bill by Hannah Shaw Feb 12, 9:07 AM
From: Closed
To: Ready to Bill
Duration in Previous: 7h 29m
🚨 11.8 business days
📨
▶
3 Status: Invoice Pending Mar 2, 6:40 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255302
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m

Bottlenecks

Assigned
Duration: 9.4 business days (threshold: 4.0 business hours)
Exceeded by 8.9 business days
Scheduled
Duration: 47.0 business days (threshold: 2.0 business days)
Exceeded by 45.0 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Ready to Bill
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days

🔗 Related Artifacts

📞
Case 00545004
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Hermilo Solano
Scheduled
Feb 10, 12:30 PM
Created
Nov 18, 4:00 PM
Invoice #
SM-255302

Work Details (9)

Name Type Status Qty Amount Date
WL-03100180 Labor Open 3.25 $0.00 Feb 10, 8:08 PM
WL-03100181 Labor Open 2 $0.00 Feb 10, 8:08 PM
WL-03100182 Expenses Open 1 $0.00 Feb 10, 8:08 PM
WL-03100183 Travel Open 55 $0.00 Feb 10, 8:08 PM
WL-03101842 Labor Open 2 $0.00 Feb 11, 6:40 PM
WL-03101843 Labor Open 6.25 $798.00 Feb 11, 6:40 PM
WL-03101844 Labor Open 2 $0.00 Feb 11, 6:40 PM
WL-03101864 Travel Open 55 $359.00 Feb 11, 6:52 PM
WL-03101865 Travel Open 55 $0.00 Feb 11, 6:52 PM

Details