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WO-01299118 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Aug 22, 2025 → Sep 15, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (11 biz days early)
Active: 15 biz days
🕐 Clock stopped: Completed (Sep 15, 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
15d
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 15, 2025
15 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 15 of ? biz days used
Created: Aug 22, 2025 Completed: Sep 15, 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 15 Scheduled ▶ Running 15 15
Sep 15 → Sep 15 Tech On Site ▶ Running 0 15
Dispatch 0.0d
Coordinators 16.0d
Field Work 0.7d
Billing 5.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
16.0 days
Over SLA
Field Work
0.7 days
Billing
5.8 days
Over SLA
Created: Aug 22, 2025 Due: Sep 30, 2025 Completed: Sep 15, 2025 (15 days early)
📅
16.0 days Total Age
⏱️
16.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
19.1d 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 #00521235
6007983928
Closed
20L SYS-LC-1200 Contract ends 07/31/2026 repair included PM G1329A DE23910470 1200 Series Standard Autosampler G1312A DE23912981 1200 Series Binary Pump G1316A DE23932305 1260 Thermostatted Column Compartment G1365B DE30502082 1200 Multi-Wavelength Detector G1379A JP13207902 1100 Micro Vacuum Degasser G1330B DEBCE26709 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-01299118 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Aug 22, 2025 • Closed: Sep 15, 2025
Completed with significant delays
Invoiced • 194 days old
🚨
Primary Delay 16.0 days stuck in "Scheduled"
⏱️
Total Delay 19.1 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
16.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
5.8d / 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 specifications: HPLC Products Preventative Maintenance Service Checklist.
🔍 Technician Findings
All required tests passed Agilent specifications.
⚠️ Problem Description
20L SYS-LC-1200 Contract ends 07/31/2026 repair included PM G1329A DE23910470 1200 Series Standard Autosampler G1312A DE23912981 1200 Series Binary Pump G1316A DE23932305 1260 Thermostatted Column Compartment G1365B DE30502082 1200 Multi-Wavelength Detector G1379A JP13207902 1100 Micro Vacuum Degasser G1330B DEBCE26709 1290 Thermostat
📄 Description
1200 Series Binary Pump
📞 Call Description
SEP 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 22, 11:39 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01299118
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, 12:07 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-09-15T15:00:00.000+0000
🚨 16.0 business days
🔧
Status: Tech On Site by Jared Rappaport Sep 15, 11:27 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 23d 23h
🚗
Travel Added Sep 15, 11:34 AM
Type: Travel
Status: Open
Qty: 17
⏱️
▶
3 5x Labor Added Sep 15, 4:41 PM
5x Labor Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 5h 18m
⏱️
▶
2 2x Labor Added Sep 15, 5:23 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 38m
📄
Status: Ready to Bill by Hannah Shaw Sep 16, 1:23 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 58m
⚠️ 6.0 business days
📨
Status: Invoice Pending by Hannah Shaw Sep 23, 9:21 AM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 6d 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: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.6 business hours
Ready to Bill
Duration: 5.8 business days (threshold: 1.0 business days)
Exceeded by 4.8 business days

🔗 Related Artifacts

📞
Case 00521235
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Sep 15, 11:00 AM
Created
Aug 22, 11:40 AM
Invoice #
SM-241753

Work Details (9)

Name Type Status Qty Amount Date
WL-02935947 Travel Open 17 $0.00 Sep 15, 11:34 AM
WL-02936386 Labor Open 0.5 $0.00 Sep 15, 4:41 PM
WL-02936387 Labor Open 3.5 $520.00 Sep 15, 4:41 PM
WL-02936388 Parts Open 1 $0.00 Sep 15, 4:41 PM
WL-02936389 Parts Open 1 $0.00 Sep 15, 4:41 PM
WL-02936390 Parts Open 4 $0.00 Sep 15, 4:41 PM
WL-02936391 Labor Open 1 $0.00 Sep 15, 4:42 PM
WL-02936453 Labor Open 0.58333333333333 $0.00 Sep 15, 5:23 PM
WL-02936454 Travel Open 17 $0.00 Sep 15, 5:23 PM

Details