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WO-01299107 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Aug 22, 2025 → Sep 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (13 biz days early)
Active: 13 biz days
🕐 Clock stopped: Completed (Sep 11, 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
13d
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 11, 2025
13 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 11 → Sep 11, 2025
0 business days (counted)
Running total: 13 of ? biz days used
Created: Aug 22, 2025 Completed: Sep 11, 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 11 Scheduled ▶ Running 13 13
Sep 11 → Sep 11 Tech On Site ▶ Running 0 13
Dispatch 0.0d
Coordinators 14.1d
Field Work 1.0d
Billing 7.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
14.1 days
Over SLA
Field Work
1.0 days
Billing
7.8 days
Over SLA
Created: Aug 22, 2025 Due: Sep 30, 2025 Completed: Sep 11, 2025 (19 days early)
📅
14.0 days Total Age
⏱️
14.0d 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

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Originating Case

Open in Salesforce →
🎫
Case #00521218
6007983922
Closed
20L SYS-LC-1200 Contract ends 07/31/2026 repair included PM G1379B JP60801726 1260 Infinity Micro Degasser. G1315B DE63057024 1200 Diode-array Detector G1330B-B DE60557516 1200 Cooled Thermostatted ALS G1312A DE63056493 1200 Series Binary Pump G1367B DE63055714 1200 Series High Performance Autosampler G1316A-B DE63059161 1200 Thermostatted Column Compartment G1160A DE605555418 1200 Series 12-position/13-port valve
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-01299107 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Aug 22, 2025 • Closed: Sep 11, 2025
Completed with significant delays
Invoiced • 194 days old
🚨
Primary Delay 14.0 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
0.1d / 0.5d SLA
Scheduled
14.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
7.8d / 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: HPLC Products - Standard Preventative Maintenance Service Checklist.
🔍 Technician Findings
As found, DAD intensity test failed. Per site agreement, lamp was replaced. Lamp was calibrated and intensity test passed. All parts replaced with like for like parts. As left, all required tests passed Agilent specifications.
⚠️ Problem Description
20L SYS-LC-1200 Contract ends 07/31/2026 repair included PM G1379B JP60801726 1260 Infinity Micro Degasser. G1315B DE63057024 1200 Diode-array Detector G1330B-B DE60557516 1200 Cooled Thermostatted ALS G1312A DE63056493 1200 Series Binary Pump G1367B DE63055714 1200 Series High Performance Autosampler G1316A-B DE63059161 1200 Thermostatted Column Compartment G1160A DE605555418 1200 Series 12-position/13-port valve
📄 Description
1200 Series Binary Pump
📞 Call Description
SEP 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 22, 11:16 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01299107
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, 12:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-09-11T15:00:00.000+0000
🚨 14.0 business days
🔧
Status: Tech On Site by Jared Rappaport Sep 11, 11:26 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 23h
⏱️
2x Labor Added Sep 11, 11:35 AM
Type: Labor, Travel
Status: Open
Qty: 0.66666666666667, 17
⏱️
7x Labor Added Sep 11, 3:58 PM
Type: Labor, Parts
Status: Open
Qty: 3, 1, 4
⏱️
Labor Added Sep 11, 4:17 PM
Type: Labor
Status: Open
Qty: 1.5
✔️
Status: Completed by Jared Rappaport Sep 11, 4:26 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 59m
🚗
▶
3 Travel Added Sep 11, 7:07 PM
Travel Added → Labor Added → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.8
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 2h 44m
📄
Status: Ready to Bill by Hannah Shaw Sep 12, 1:53 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 42m
⚠️ 8.0 business days
📨
Status: Invoice Pending by Hannah Shaw Sep 23, 9:21 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 10d 19h
💰
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: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Ready to Bill
Duration: 7.8 business days (threshold: 1.0 business days)
Exceeded by 6.8 business days

🔗 Related Artifacts

📞
Case 00521218
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Sep 11, 11:00 AM
Created
Aug 22, 11:18 AM
Invoice #
SM-241753

Work Details (12)

Name Type Status Qty Amount Date
WL-02932345 Labor Open 0.66666666666667 $0.00 Sep 11, 11:35 AM
WL-02932346 Travel Open 17 $0.00 Sep 11, 11:35 AM
WL-02932691 Labor Open 3 $520.00 Sep 11, 3:58 PM
WL-02932692 Parts Open 1 $0.00 Sep 11, 3:58 PM
WL-02932693 Parts Open 1 $0.00 Sep 11, 3:58 PM
WL-02932694 Parts Open 4 $0.00 Sep 11, 3:58 PM
WL-02932695 Parts Open 1 $0.00 Sep 11, 3:58 PM
WL-02932696 Parts Open 1 $0.00 Sep 11, 3:58 PM
WL-02932697 Parts Open 1 $0.00 Sep 11, 3:58 PM
WL-02932733 Labor Open 1.5 $0.00 Sep 11, 4:17 PM
WL-02933037 Travel Open 17 $0.00 Sep 11, 7:07 PM
WL-02933038 Labor Open 0.8 $0.00 Sep 11, 7:09 PM

Details