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WO-01299092 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

📍 Amgen Inc — 1 Amgen Center Dr, Thousand Oaks CA, 91320

Aug 22, 2025 → Sep 8, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (16 biz days early)
Active: 10 biz days
🕐 Clock stopped: Completed (Sep 8, 2025)
▶ Clock Running
Status: Created
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Aug 22 → Aug 22, 2025
0 business days (counted)
Running total: 0 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 8, 2025
10 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 8 → Sep 8, 2025
0 business days (counted)
Running total: 10 of ? biz days used
Created: Aug 22, 2025 Completed: Sep 8, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Aug 22 → Aug 22 Created ▶ Running 0 0
Aug 22 → Aug 22 Ready for Scheduling ▶ Running 0 0
Aug 22 → Aug 22 Assigned ▶ Running 0 0
Aug 22 → Sep 8 Scheduled ▶ Running 10 10
Sep 8 → Sep 8 Tech On Site ▶ Running 0 10
Dispatch 0.0d
Coordinators 11.2d
Field Work 0.8d
Billing 10.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
11.2 days
Over SLA
Field Work
0.8 days
Billing
10.6 days
Over SLA
Created: Aug 22, 2025 Due: Sep 30, 2025 Completed: Sep 8, 2025 (22 days early)
📅
11.0 days Total Age
⏱️
11.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
18.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00521199
6007981837
Closed
20L SYS-LC-1260 Contract ends 07/31/2026 repair included PM G1379B JP63704930 1260 Infinity Micro Degasser. G1316B DE60556020 1200 Series Thermost. Col. Compartm. SL G1312B DE63056087 1260 Binary Pump G1315C-B DE63056008 1200 Series Diode-array Detector SL G1367B DE63055762 1200 Series High Performance Autosampl G1330B DEBAK14643 1290 Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Aug 22, 2025
Work Orders from this Case (1)
WO-01299092 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Aug 22, 2025 • Closed: Sep 8, 2025
Completed with significant delays
Invoiced • 194 days old
🚨
Primary Delay 11.0 days stuck in "Scheduled"
⏱️
Total Delay 18.9 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
0.2d / 0.5d SLA
Scheduled
11.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
10.5d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jared Rappaport ARP to site is 17 miles. Zone 1
🔧 Work Performed
Completed Agilent HPLC PM as per Agilent protocol: HPLC Products - Standard Preventative Maintenance Service Checklist.
🔍 Technician Findings
All required tests passed Agilent specifications.
⚠️ Problem Description
20L SYS-LC-1260 Contract ends 07/31/2026 repair included PM G1379B JP63704930 1260 Infinity Micro Degasser. G1316B DE60556020 1200 Series Thermost. Col. Compartm. SL G1312B DE63056087 1260 Binary Pump G1315C-B DE63056008 1200 Series Diode-array Detector SL G1367B DE63055762 1200 Series High Performance Autosampl G1330B DEBAK14643 1290 Thermostat
📄 Description
LC 1260 System
📞 Call Description
SEP 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 22, 10:42 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01299092
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: Jared Rappaport
🗓️
▶
2 Status: Scheduled Aug 22, 11:59 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-09-08T15:00:00.000+0000
🚨 11.0 business days
🔧
▶
2 Status: Tech On Site Sep 8, 10:25 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
8x Labor Added Sep 8, 4:20 PM
Type: Labor, Parts
Status: Open
Qty: 1.5, 4
✔️
Status: Completed by Jared Rappaport Sep 8, 4:32 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 7m
⏱️
▶
2 2x Labor Added Sep 8, 5:02 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 30m
📄
Status: Ready to Bill by Hannah Shaw Sep 9, 3:39 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 36m
🚨 11.0 business days
📨
Status: Invoice Pending by Hannah Shaw Sep 23, 9:21 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 13d 17h
💰
Status: Invoiced by Hannah Shaw Sep 23, 9:26 AM
From: Invoice Pending
To: Invoiced
Duration in Previous: 5m
⏳ 2.0 business days
🧾
Invoice Created Sep 24, 10:39 AM
Invoice Number: SM-241753

Bottlenecks

Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 2.9 business hours
Ready to Bill
Duration: 10.5 business days (threshold: 1.0 business days)
Exceeded by 9.5 business days

🔗 Related Artifacts

📞
Case 00521199
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Sep 8, 11:00 AM
Created
Aug 22, 10:43 AM
Invoice #
SM-241753

Work Details (12)

Name Type Status Qty Amount Date
WL-02928346 Labor Open 0.5 $0.00 Sep 8, 10:26 AM
WL-02928347 Travel Open 17 $0.00 Sep 8, 10:26 AM
WL-02928823 Labor Open 1.5 $0.00 Sep 8, 4:20 PM
WL-02928824 Parts Open 1 $0.00 Sep 8, 4:20 PM
WL-02928825 Parts Open 1 $0.00 Sep 8, 4:20 PM
WL-02928827 Parts Open 1 $0.00 Sep 8, 4:20 PM
WL-02928828 Parts Open 1 $0.00 Sep 8, 4:20 PM
WL-02928829 Parts Open 1 $0.00 Sep 8, 4:20 PM
WL-02928826 Parts Open 4 $0.00 Sep 8, 4:20 PM
WL-02928822 Labor Open 4 $520.00 Sep 8, 4:20 PM
WL-02928873 Labor Open 0.5 $0.00 Sep 8, 5:02 PM
WL-02928874 Travel Open 17 $0.00 Sep 8, 5:02 PM

Details