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WO-01299124 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Aug 22, 2025 → Sep 29, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (1 biz days early)
Active: 25 biz days
🕐 Clock stopped: Completed (Sep 29, 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
25d
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 29, 2025
25 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 29 → Sep 29, 2025
0 business days (counted)
Running total: 25 of ? biz days used
Created: Aug 22, 2025 Completed: Sep 29, 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 29 Scheduled ▶ Running 25 25
Sep 29 → Sep 29 Tech On Site ▶ Running 0 25
Dispatch 0.0d
Coordinators 26.0d
Field Work 0.8d
Billing 5.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
26.0 days
Over SLA
Field Work
0.8 days
Billing
5.8 days
Over SLA
Created: Aug 22, 2025 Due: Sep 30, 2025 Completed: Sep 29, 2025 (1 days early)
📅
26.0 days Total Age
⏱️
26.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
27.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00521243
6007983780
Closed
20L SYS-LC-1260II Contract ends 07/31/2026 repair included PM G7162A DEAC905061 1260 Infinity II RI detector 7116A DEAED19446 1260 Infinity II Multicolumn Thermostat G7129A DEAEQ34135 1260 Infinity II Vialsampler G4761A DEBBP21262 Upgrade InfinityLab Sample Thermostat G7114A DEACX18262 1260 Infinity II VW Detector G7111A DEAEY02865 1260 Infinity II Quaternary Pump VL
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-01299124 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Aug 22, 2025 • Closed: Sep 29, 2025
Completed with significant delays
Invoiced • 194 days old
🚨
Primary Delay 26.0 days stuck in "Scheduled"
⏱️
Total Delay 27.8 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
0.0d / 0.5d SLA
Scheduled
26.0d / 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
4.5d / 1.0d SLA
Invoice Pending
1.2d / 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-1260II Contract ends 07/31/2026 repair included PM G7162A DEAC905061 1260 Infinity II RI detector 7116A DEAED19446 1260 Infinity II Multicolumn Thermostat G7129A DEAEQ34135 1260 Infinity II Vialsampler G4761A DEBBP21262 Upgrade InfinityLab Sample Thermostat G7114A DEACX18262 1260 Infinity II VW Detector G7111A DEAEY02865 1260 Infinity II Quaternary Pump VL
📄 Description
1260 Infinity II Quaternary Pump VL
📞 Call Description
SEP 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 22, 11:54 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01299124
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, 12:08 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-09-16T15:00:00.000+0000
🚨 17.0 business days
📅
Dispatch Scheduled by Jared Rappaport Sep 16, 10:10 AM
Scheduled For: 2025-09-29T15:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Jared Rappaport Sep 29, 10:59 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 37d 22h
⏱️
2x Labor Added Sep 29, 11:15 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
3x Parts Added Sep 29, 4:31 PM
Type: Parts, Labor
Status: Open
Qty: 1, 4
⏱️
▶
2 Labor Added Sep 29, 4:39 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 5h 40m
⏱️
▶
2 2x Labor Added Sep 29, 5:18 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 39m
📄
Status: Ready to Bill by Hannah Shaw Sep 30, 3:49 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 29m
⚠️ 5.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 6d 2h
💰
Status: Invoiced by Hannah Shaw Oct 7, 1:54 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 19h 47m
🧾
Invoice Created Oct 7, 3:31 PM
Invoice Number: SM-243053

Bottlenecks

Scheduled
Duration: 26.0 business days (threshold: 2.0 business days)
Exceeded by 24.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Ready to Bill
Duration: 4.5 business days (threshold: 1.0 business days)
Exceeded by 3.5 business days

🔗 Related Artifacts

📞
Case 00521243
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Sep 29, 11:00 AM
Created
Aug 22, 11:55 AM
Invoice #
SM-243053

Work Details (8)

Name Type Status Qty Amount Date
WL-02952906 Labor Open 0.5 $0.00 Sep 29, 11:15 AM
WL-02952907 Travel Open 17 $0.00 Sep 29, 11:15 AM
WL-02953377 Parts Open 1 $0.00 Sep 29, 4:31 PM
WL-02953378 Parts Open 1 $0.00 Sep 29, 4:31 PM
WL-02953385 Labor Open 4 $520.00 Sep 29, 4:31 PM
WL-02953410 Labor Open 1 $0.00 Sep 29, 4:39 PM
WL-02953464 Labor Open 0.5 $0.00 Sep 29, 5:18 PM
WL-02953465 Travel Open 17 $0.00 Sep 29, 5:18 PM

Details