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WO-01299207 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Aug 22, 2025 → Sep 30, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met
Active: 26 biz days
🕐 Clock stopped: Completed (Sep 30, 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
26d
▶ Clock Running
Status: Scheduled
Aug 22 → Sep 30, 2025
26 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 30 → Sep 30, 2025
0 business days (counted)
Running total: 26 of ? biz days used
Created: Aug 22, 2025 Completed: Sep 30, 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 30 Scheduled ▶ Running 26 26
Sep 30 → Sep 30 Tech On Site ▶ Running 0 26
Dispatch 0.0d
Coordinators 26.5d
Field Work 0.8d
Billing 4.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
26.5 days
Over SLA
Field Work
0.8 days
Billing
4.8 days
Over SLA
Created: Aug 22, 2025 Due: Sep 30, 2025 Completed: Sep 30, 2025 (on time)
📅
26.6 days Total Age
⏱️
26.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
26.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00521376
6007981795
Closed
20L SYS-LC-1260 Contract ends 07/31/2026 repair included PM G1316A DEACN10127 1260 Thermostatted Column Compartment G1329B DEAAC08927 1260 Standard Autosampler G1311B DEAB703635 1260 Quaternary Pump G1330B DEBAK06332 1290 Thermostat G1362A DEAA601221 1260 Refractive Index Detector G1365C DEAAY01379 1260 Multiple 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-01299207 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Aug 22, 2025 • Closed: Sep 30, 2025
Completed with significant delays
Invoiced • 194 days old
🚨
Primary Delay 26.0 days stuck in "Scheduled"
⏱️
Total Delay 26.9 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
0.5d / 0.5d SLA
Scheduled
26.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
3.6d / 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
Completed Agilent HPLC PM as per Agilent protocols: HPLC Products - Standard Preventative Maintenance Service Checklist.
🔍 Technician Findings
As found lamp intensity test failed. Changed MWD Deuterium lamp (P/N 2140-0820, Deuterium lamp w. RFID for MWD/DAD) per site agreement (annual/as needed). As left lamp calibrated and intensity test passed and all other required tests passed Agilent specifications.
⚠️ Problem Description
20L SYS-LC-1260 Contract ends 07/31/2026 repair included PM G1316A DEACN10127 1260 Thermostatted Column Compartment G1329B DEAAC08927 1260 Standard Autosampler G1311B DEAB703635 1260 Quaternary Pump G1330B DEBAK06332 1290 Thermostat G1362A DEAA601221 1260 Refractive Index Detector G1365C DEAAY01379 1260 Multiple Wavelength Detector
📄 Description
LC 1260 System
📞 Call Description
SEP 2025 LC PM

Timeline

📞
▶
4 Case Linked Aug 22, 3:33 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01299207
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, 7:36 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-09-17T15:00:00.000+0000
🚨 16.5 business days
📅
Dispatch Scheduled by Jared Rappaport Sep 16, 10:11 AM
Scheduled For: 2025-09-30T15:00:00.000+0000
🚨 11.0 business days
🔧
Status: Tech On Site by Jared Rappaport Sep 30, 11:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 38d 15h
⏱️
2x Labor Added Sep 30, 11:08 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
5x Parts Added Sep 30, 4:01 PM
Type: Parts
Status: Open
Qty: 1, 2
⏱️
▶
2 2x Labor Added Sep 30, 4:07 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 5h 10m
⏱️
▶
2 2x Labor Added Sep 30, 5:35 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 26m
📄
Status: Ready to Bill by Hannah Shaw Oct 1, 3:23 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 46m
⏳ 4.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 5d 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 2.4 business hours
Ready to Bill
Duration: 3.6 business days (threshold: 1.0 business days)
Exceeded by 2.6 business days

🔗 Related Artifacts

📞
Case 00521376
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Sep 30, 11:00 AM
Created
Aug 22, 3:35 PM
Invoice #
SM-243053

Work Details (11)

Name Type Status Qty Amount Date
WL-02954263 Labor Open 0.5 $0.00 Sep 30, 11:08 AM
WL-02954264 Travel Open 17 $0.00 Sep 30, 11:08 AM
WL-02954755 Parts Open 1 $0.00 Sep 30, 4:01 PM
WL-02954756 Parts Open 2 $0.00 Sep 30, 4:01 PM
WL-02954757 Parts Open 1 $0.00 Sep 30, 4:01 PM
WL-02954758 Parts Open 1 $0.00 Sep 30, 4:01 PM
WL-02954759 Parts Open 1 $0.00 Sep 30, 4:01 PM
WL-02954768 Labor Open 4 $520.00 Sep 30, 4:07 PM
WL-02954769 Labor Open 0.7 $0.00 Sep 30, 4:07 PM
WL-02954876 Labor Open 0.5 $0.00 Sep 30, 5:35 PM
WL-02954877 Travel Open 17 $0.00 Sep 30, 5:35 PM

Details