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WO-01299110 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Aug 22, 2025 → Sep 12, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (12 biz days early)
Active: 14 biz days
🕐 Clock stopped: Completed (Sep 12, 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
14d
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 12, 2025
14 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 12 → Sep 12, 2025
0 business days (counted)
Running total: 14 of ? biz days used
Created: Aug 22, 2025 Completed: Sep 12, 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 12 Scheduled ▶ Running 14 14
Sep 12 → Sep 12 Tech On Site ▶ Running 0 14
Dispatch 0.0d
Coordinators 15.1d
Field Work 0.5d
Billing 6.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
15.1 days
Over SLA
Field Work
0.5 days
Billing
6.6 days
Over SLA
Created: Aug 22, 2025 Due: Sep 30, 2025 Completed: Sep 12, 2025 (18 days early)
📅
15.0 days Total Age
⏱️
15.0d in Scheduled Longest Stage
🔄
7 transitions Status Changes
⚠️
19.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00521224
6007981800
Closed
20L SYS-LC-1200-E Contract ends 07/31/2026 repair included PM G1379A JP13207106 1100 Micro Vacuum Degasser G1316A-A DE38237243 1100 Thermostatted Column Compartment G1379A JP40714088 1100 Micro Vacuum Degasser G1312A DE40915052 1200 Series Binary Pump G1329A DE23910168 1200 Series Standard Autosampler G1314A JP92109126 1100 VWD G1365B DE30501995 1200 Multi-Wavelength Detector
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-01299110 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Aug 22, 2025 • Closed: Sep 12, 2025
Completed with significant delays
Invoiced • 194 days old
🚨
Primary Delay 15.0 days stuck in "Scheduled"
⏱️
Total Delay 19.2 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
15.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Closed
1.7d / 1.0d SLA
Ready to Bill
6.6d / 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 - Preventative Maintenance Service Checklist.
🔍 Technician Findings
All parts replaced with like for like parts. All required tests passed Agilent specifications.
⚠️ Problem Description
20L SYS-LC-1200-E Contract ends 07/31/2026 repair included PM G1379A JP13207106 1100 Micro Vacuum Degasser G1316A-A DE38237243 1100 Thermostatted Column Compartment G1379A JP40714088 1100 Micro Vacuum Degasser G1312A DE40915052 1200 Series Binary Pump G1329A DE23910168 1200 Series Standard Autosampler G1314A JP92109126 1100 VWD G1365B DE30501995 1200 Multi-Wavelength Detector
📄 Description
LC 1200 System Enhanced LC Features
📞 Call Description
SEP 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 22, 11:26 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01299110
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, 12:06 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-09-12T15:00:00.000+0000
🚨 15.0 business days
🔧
Status: Tech On Site by Jared Rappaport Sep 12, 11:01 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 20d 22h
⏱️
2x Labor Added Sep 12, 11:32 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
4x Parts Added Sep 12, 2:26 PM
Type: Parts
Status: Open
Qty: 1, 4
⏱️
▶
2 Labor Added Sep 12, 2:39 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 3h 38m, 0m
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Sep 15, 3:24 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 0h
⚠️ 7.0 business days
📨
Status: Invoice Pending by Hannah Shaw Sep 23, 9:21 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 7d 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: 15.0 business days (threshold: 2.0 business days)
Exceeded by 13.0 business days
Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.3 business hours
Ready to Bill
Duration: 6.6 business days (threshold: 1.0 business days)
Exceeded by 5.6 business days

🔗 Related Artifacts

📞
Case 00521224
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Sep 12, 11:00 AM
Created
Aug 22, 11:26 AM
Invoice #
SM-241753

Work Details (7)

Name Type Status Qty Amount Date
WL-02933963 Labor Open 0.5 $0.00 Sep 12, 11:32 AM
WL-02933964 Travel Open 17 $0.00 Sep 12, 11:32 AM
WL-02934263 Parts Open 1 $0.00 Sep 12, 2:26 PM
WL-02934264 Parts Open 1 $0.00 Sep 12, 2:26 PM
WL-02934265 Parts Open 1 $0.00 Sep 12, 2:26 PM
WL-02934266 Parts Open 4 $0.00 Sep 12, 2:26 PM
WL-02934313 Labor Open 3.7 $585.00 Sep 12, 2:39 PM

Details