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WO-01337592 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 PETNET Solutions — 6140 Bristol Pkwy, Culver City CA, 90230

Jan 13, 2026 → Mar 18, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (10 biz days early)
Active: 43 biz days
🕐 Clock stopped: Completed (Mar 17, 2026)
▶ Clock Running
Status: Created
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 13 → Jan 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
23d
▶ Clock Running
Status: Assigned
Jan 13 → Feb 17, 2026
23 business days (counted)
Running total: 23 of ? biz days used
20d
▶ Clock Running
Status: Scheduled
Feb 17 → Mar 17, 2026
20 business days (counted)
Running total: 43 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 17 → Mar 17, 2026
0 business days (counted)
Running total: 43 of ? biz days used
Created: Jan 13, 2026 Completed: Mar 17, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 13 → Jan 13 Created ▶ Running 0 0
Jan 13 → Jan 13 Ready for Scheduling ▶ Running 0 0
Jan 13 → Feb 17 Assigned ▶ Running 23 23
Feb 17 → Mar 17 Scheduled ▶ Running 20 43
Mar 17 → Mar 17 Tech On Site ▶ Running 0 43
Dispatch 0.0d
Coordinators 44.2d
Field Work 1.4d
Billing 16.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
44.2 days
Over SLA
Field Work
1.4 days
Billing
16.0 days
Over SLA
Created: Jan 13, 2026 Due: Mar 31, 2026 Completed: Mar 18, 2026 (13 days early)
📅
44.2 days Total Age
⏱️
23.6d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
55.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00558617
6008359816
Closed
28R SYS-LC-1260 Contract ends 12/31/2026 repair included PM PM only - customer supplies the UV lamp G1367E DEACO02220 1260 High Performance Autosampler 35900E CN12150014 Dual-channel A/D interface box G1314B DEAAU02715 1260 Variable Wavelength Detector VL G1316A DEACN12162 1260 Thermostatted Column Compartment G1311C DEAB805653 1260 Quaternary Pump VL G1369C 1279101204001 LAN Communication Interface card
Priority
High
Origin
Web
Reason
New Case
Contact
Long Nguyen
Owner
Leona Coonrod
Created
Jan 13, 2026
Work Orders from this Case (1)
WO-01337592 (current) Invoiced
Preventive Maintenance • Hermilo Solano
Created: Jan 13, 2026 • Closed: Mar 18, 2026
Completed with significant delays
Invoiced • 215 days old
🚨
Primary Delay 23.6 days stuck in "Assigned"
⏱️
Total Delay 55.6 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
23.6d / 0.5d SLA
Scheduled
20.6d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
0.9d / 1.0d SLA
Ready to Bill
15.9d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Hermilo Solano ARP to site is 42 miles. Zone 1
🔧 Work Performed
Performed annual Preventative Maintenance. All required PM parts were replaced. All recommended PM tests passed.
🔍 Technician Findings
N/A
⚠️ Problem Description
28R SYS-LC-1260 Contract ends 12/31/2026 repair included PM PM only - customer supplies the UV lamp G1367E DEACO02220 1260 High Performance Autosampler 35900E CN12150014 Dual-channel A/D interface box G1314B DEAAU02715 1260 Variable Wavelength Detector VL G1316A DEACN12162 1260 Thermostatted Column Compartment G1311C DEAB805653 1260 Quaternary Pump VL G1369C 1279101204001 LAN Communication Interface card
📄 Description
LC 1260 System
📞 Call Description
MAR 2026 LC PM

Timeline

📞
Case Linked Jan 13, 2:02 PM
Case Number: 00558617
Subject: 6008359816
Status: Closed
📋
▶
4 Work Order Created Jan 13, 2:09 PM
Work Order Created → Status: Ready for Scheduling → Technician Assigned → Status: Assigned
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
Technician Assigned by Leona Coonrod
Technician: Hermilo Solano
👷
Status: Assigned by Leona Coonrod
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
🚨 24.0 business days
🗓️
▶
2 Status: Scheduled Feb 17, 2:24 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2026-03-17T16:30:00.000+0000
🚨 21.0 business days
🔧
Status: Tech On Site by Hermilo Solano Mar 17, 1:03 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 27d 21h
⏱️
3x Labor Added Mar 17, 4:32 PM
Type: Labor
Status: Open
Qty: 1.75, 4
🚗
▶
2 6x Travel Added Mar 17, 4:50 PM
6x Travel Added → Status: Completed
✔️
Status: Completed by Hermilo Solano
From: Tech On Site
To: Completed
Duration in Previous: 3h 47m
💵
▶
2 Expenses Added Mar 18, 12:28 AM
Expenses Added → Status: Closed
🏁
Status: Closed by Hermilo Solano
From: Completed
To: Closed
Duration in Previous: 7h 38m
📄
Status: Ready to Bill by Hannah Shaw Mar 18, 8:00 AM
From: Closed
To: Ready to Bill
Duration in Previous: 7h 30m
🚨 14.0 business days
💵
▶
2 Status: Billing Review Apr 6, 12:32 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: 2m
⏳ 2.0 business days
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1d 0h
💰
Status: Invoiced by Hannah Shaw Apr 7, 12:56 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 20m
🧾
Invoice Created Apr 7, 5:31 PM
Invoice Number: SM-258564

Bottlenecks

Assigned
Duration: 23.6 business days (threshold: 4.0 business hours)
Exceeded by 23.1 business days
Scheduled
Duration: 20.6 business days (threshold: 2.0 business days)
Exceeded by 18.6 business days
Ready to Bill
Duration: 14.0 business days (threshold: 1.0 business days)
Exceeded by 13.0 business days
Ready to Bill
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.4 business hours

🔗 Related Artifacts

📞
Case 00558617
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Hermilo Solano
Scheduled
Mar 17, 12:30 PM
Created
Jan 13, 2:09 PM
Invoice #
SM-258564

Work Details (10)

Name Type Status Qty Amount Date
WL-03147858 Labor Open 1.75 $131.25 Mar 17, 4:32 PM
WL-03147859 Labor Open 4 $484.00 Mar 17, 4:32 PM
WL-03147860 Labor Open 1.75 $131.25 Mar 17, 4:32 PM
WL-03147896 Travel Open 42 $0.00 Mar 17, 4:50 PM
WL-03147897 Travel Open 42 $0.00 Mar 17, 4:50 PM
WL-03147898 Parts Open 1 $0.00 Mar 17, 4:50 PM
WL-03147899 Parts Open 1 $0.00 Mar 17, 4:50 PM
WL-03147900 Parts Open 1 $0.00 Mar 17, 4:50 PM
WL-03147901 Parts Open 1 $0.00 Mar 17, 4:50 PM
WL-03148519 Expenses Open 1 $0.00 Mar 18, 12:28 AM

Details