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WO-01351648 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Xencor Inc — 465 N Halstead St, PASADENA CA, 91107

Feb 13, 2026 → Apr 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Apr 30, 2026
✓ SLA Met (20 biz days early)
Active: 33 biz days
🕐 Clock stopped: Completed (Apr 2, 2026)
▶ Clock Running
Status: Created
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Assigned
Feb 13 → Feb 17, 2026
1 business day (counted)
Running total: 1 of ? biz days used
32d
▶ Clock Running
Status: Scheduled
Feb 17 → Apr 2, 2026
32 business days (counted)
Running total: 33 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 2 → Apr 2, 2026
0 business days (counted)
Running total: 33 of ? biz days used
Created: Feb 13, 2026 Completed: Apr 2, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 13 → Feb 13 Created ▶ Running 0 0
Feb 13 → Feb 13 Ready for Scheduling ▶ Running 0 0
Feb 13 → Feb 17 Assigned ▶ Running 1 1
Feb 17 → Apr 2 Scheduled ▶ Running 32 33
Apr 2 → Apr 2 Tech On Site ▶ Running 0 33
Dispatch 0.0d
Coordinators 34.1d
Field Work 1.5d
Billing 30.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
34.1 days
Over SLA
Field Work
1.5 days
Billing
30.9 days
Over SLA
Created: Feb 13, 2026 Due: Apr 30, 2026 Completed: Apr 3, 2026 (27 days early)
📅
34.0 days Total Age
⏱️
32.5d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
60.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00568358
6008399836
Closed
38R SYS-LC-1260 Contract ends 01/31/2027 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G1367C DE64556739 1200 Series High Performance ALS SL G1312B DE63057881 1260 Binary Pump G1316A DE63061984 1260 Thermostatted Column Compartment G1330B DE84970915 1290 Thermostat G1315C DE73458085 1260 Diode Array Detector VL+ G1379B JP94113501 1260 Infinity Micro Degasser.
Priority
High
Origin
Web
Reason
New Case
Contact
Patrick Arpp
Owner
Leona Coonrod
Created
Feb 13, 2026
Work Orders from this Case (1)
WO-01351648 (current) Invoiced
Preventive Maintenance • Hermilo Solano
Created: Feb 13, 2026 • Closed: Apr 2, 2026
Completed with significant delays
Invoiced • 181 days old
🚨
Primary Delay 32.5 days stuck in "Scheduled"
⏱️
Total Delay 60.5 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
1.6d / 0.5d SLA
Scheduled
32.5d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.5d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
30.9d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.1d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
04-02-HSolano-Part G1367-87202 was not found in the search engine. It was "used and consumed." Please assign to Hermilo Solano ARP to site is 13 miles. Zone 1
🔧 Work Performed
Performed annual Preventative Maintenance. All required PM parts were replaced. All recommended PM tests passed.
🔍 Technician Findings
A minor leak was observed in the solvent selection valve entry port for solvent B2. A repair has been issued to replace the solvent selection block.
⚠️ Problem Description
38R SYS-LC-1260 Contract ends 01/31/2027 repair included PMPLUS PM Plus - allows a lamp to be ordered and consumed on a PM if needed. Sometimes a lamp may have been installed recently, so a new lamp is not needed at time of PM. The tech needs to ask the customer these questions when scheduling the PM for a PM PLUS. PM PLUS = UV lamp is included in the service. G1367C DE64556739 1200 Series High Performance ALS SL G1312B DE63057881 1260 Binary Pump G1316A DE63061984 1260 Thermostatted Column Compartment G1330B DE84970915 1290 Thermostat G1315C DE73458085 1260 Diode Array Detector VL+ G1379B JP94113501 1260 Infinity Micro Degasser.
📄 Description
1260 Binary Pump
📞 Call Description
APR 2026 LC PMPLUS

Timeline

📞
▶
4 Case Linked Feb 13, 2:11 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01351648
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: 0m
👷
Technician Assigned by Leona Coonrod
Technician: Hermilo Solano
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Feb 17, 2:57 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2026-04-02T16:00:00.000+0000
🚨 33.0 business days
🔧
Status: Tech On Site by Hermilo Solano Apr 2, 11:21 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 43d 19h
⏱️
13x Labor Added Apr 2, 6:51 PM
Type: Labor, Travel, Parts
Status: Open
Qty: 1, 6.75, 15, 2
✔️
Status: Completed by Hermilo Solano Apr 2, 6:58 PM
From: Tech On Site
To: Completed
Duration in Previous: 7h 36m
🏁
Status: Closed by Hermilo Solano Apr 2, 11:20 PM
From: Completed
To: Closed
Duration in Previous: 4h 22m
🔩
▶
2 Parts Added Apr 3, 1:08 PM
Parts Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed
To: Ready to Bill
Duration in Previous: 13h 49m
⏳ 3.0 business days
💵
▶
2 Status: Billing Review Apr 7, 10:51 AM
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
🚨 28.0 business days
📨
Status: Invoice Pending by Hannah Shaw May 14, 3:32 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 37d 4h
💰
Status: Invoiced by Hannah Shaw May 14, 4:08 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 36m
🧾
Invoice Created May 15, 2:07 PM
Invoice Number: SM-261939

Bottlenecks

Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 32.5 business days (threshold: 2.0 business days)
Exceeded by 30.5 business days
Ready to Bill
Duration: 2.9 business days (threshold: 1.0 business days)
Exceeded by 1.9 business days
Ready to Bill
Duration: 28.0 business days (threshold: 1.0 business days)
Exceeded by 27.0 business days

🔗 Related Artifacts

📞
Case 00568358
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Hermilo Solano
Scheduled
Apr 2, 12:00 PM
Created
Feb 13, 2:11 PM
Invoice #
SM-261939

Work Details (14)

Name Type Status Qty Amount Date
WL-03171384 Labor Open 1 $75.00 Apr 2, 6:51 PM
WL-03171385 Labor Open 6.75 $484.00 Apr 2, 6:51 PM
WL-03171386 Labor Open 1 $75.00 Apr 2, 6:51 PM
WL-03171387 Travel Open 15 $0.00 Apr 2, 6:51 PM
WL-03171388 Travel Open 15 $0.00 Apr 2, 6:51 PM
WL-03171389 Parts Open 1 $0.00 Apr 2, 6:51 PM
WL-03171390 Parts Open 2 $0.00 Apr 2, 6:51 PM
WL-03171391 Parts Open 1 $0.00 Apr 2, 6:51 PM
WL-03171392 Parts Open 1 $0.00 Apr 2, 6:51 PM
WL-03171393 Parts Open 1 $0.00 Apr 2, 6:51 PM
WL-03171394 Parts Open 1 $0.00 Apr 2, 6:51 PM
WL-03171395 Parts Open 1 $0.00 Apr 2, 6:51 PM
WL-03171396 Parts Open 1 $0.00 Apr 2, 6:51 PM
WL-03172475 Parts Open 1 $0.00 Apr 3, 1:08 PM

Details