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WO-01299095 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Aug 22, 2025 → Sep 9, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (15 biz days early)
Active: 11 biz days
🕐 Clock stopped: Completed (Sep 9, 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
11d
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 9, 2025
11 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 9 → Sep 9, 2025
0 business days (counted)
Running total: 11 of ? biz days used
Created: Aug 22, 2025 Completed: Sep 9, 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 9 Scheduled ▶ Running 11 11
Sep 9 → Sep 9 Tech On Site ▶ Running 0 11
Dispatch 0.0d
Coordinators 12.1d
Field Work 1.1d
Billing 9.5d
✓ SLA Met
Dispatch
0.0 days
Coordinators
12.1 days
Over SLA
Field Work
1.1 days
Billing
9.5 days
Over SLA
Created: Aug 22, 2025 Due: Sep 30, 2025 Completed: Sep 9, 2025 (21 days early)
📅
12.0 days Total Age
⏱️
12.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
18.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00521201
6007983850
Closed
20L SYS-LC-1290II Contract ends 07/31/2026 repair included PM G7116B DEBA410796 1290 Infinity II Multicolumn Thermostat G7104A DEBA301745 1290 Infinity II Flexible Pump. G7117A DEBAV04954 1290 Infinity II Diode Array Detector FS G7167B DEBAQ06470 1290 Infinity II Multisampler
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-01299095 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Aug 22, 2025 • Closed: Sep 9, 2025
Completed with significant delays
Invoiced • 194 days old
🚨
Primary Delay 12.0 days stuck in "Scheduled"
⏱️
Total Delay 18.6 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
Assigned
0.1d / 0.5d SLA
Scheduled
12.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
9.5d / 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
Agilent HPLC PM completed as per Agilent protocol: Agilent InfinityLab LC Series Preventative Maintenance Checklist.
🔍 Technician Findings
All required tests passed Agilent specifications.
⚠️ Problem Description
20L SYS-LC-1290II Contract ends 07/31/2026 repair included PM G7116B DEBA410796 1290 Infinity II Multicolumn Thermostat G7104A DEBA301745 1290 Infinity II Flexible Pump. G7117A DEBAV04954 1290 Infinity II Diode Array Detector FS G7167B DEBAQ06470 1290 Infinity II Multisampler
📄 Description
Agilent - G7104A 1290 Infinity III Flexible Pump
📞 Call Description
SEP 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 22, 10:51 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01299095
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, 12:01 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-09-09T15:00:00.000+0000
🚨 12.0 business days
🔧
Status: Tech On Site by Jared Rappaport Sep 9, 11:02 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 17d 23h
⏱️
2x Labor Added Sep 9, 11:24 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
3x Parts Added Sep 9, 4:31 PM
Type: Parts
Status: Open
Qty: 1
⏱️
2x Labor Added Sep 9, 4:38 PM
Type: Labor
Status: Open
Qty: 3.5, 1.5
✔️
Status: Completed by Jared Rappaport Sep 9, 4:46 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 44m
⏱️
▶
2 2x Labor Added Sep 9, 7:27 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 2h 41m
📄
Status: Ready to Bill by Hannah Shaw Sep 10, 3:42 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 13m
🚨 10.0 business days
📨
Status: Invoice Pending by Hannah Shaw Sep 23, 9:21 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 12d 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: 12.0 business days (threshold: 2.0 business days)
Exceeded by 10.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.5 business hours
Ready to Bill
Duration: 9.5 business days (threshold: 1.0 business days)
Exceeded by 8.5 business days

🔗 Related Artifacts

📞
Case 00521201
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Sep 9, 11:00 AM
Created
Aug 22, 10:51 AM
Invoice #
SM-241753

Work Details (9)

Name Type Status Qty Amount Date
WL-02929602 Labor Open 0.5 $0.00 Sep 9, 11:24 AM
WL-02929603 Travel Open 17 $0.00 Sep 9, 11:24 AM
WL-02930073 Parts Open 1 $0.00 Sep 9, 4:31 PM
WL-02930074 Parts Open 1 $0.00 Sep 9, 4:31 PM
WL-02930075 Parts Open 1 $0.00 Sep 9, 4:31 PM
WL-02930095 Labor Open 3.5 $520.00 Sep 9, 4:38 PM
WL-02930096 Labor Open 1.5 $0.00 Sep 9, 4:38 PM
WL-02930405 Labor Open 0.5 $0.00 Sep 9, 7:27 PM
WL-02930406 Travel Open 17 $0.00 Sep 9, 7:27 PM

Details