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WO-01304398 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Sep 15, 2025 → Sep 23, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Sep 30, 2025
✓ SLA Met (5 biz days early)
Active: 6 biz days
🕐 Clock stopped: Completed (Sep 23, 2025)
▶ Clock Running
Status: Created
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Assigned
Sep 15 → Sep 18, 2025
3 business days (counted)
Running total: 3 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Sep 18 → Sep 19, 2025
1 business day (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 4 of ? biz days used
1d
▶ Clock Running
Status: Tech Off Site
Sep 19 → Sep 22, 2025
1 business day (counted)
Running total: 5 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Sep 22 → Sep 23, 2025
1 business day (counted)
Running total: 6 of ? biz days used
Created: Sep 15, 2025 Completed: Sep 23, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Sep 15 → Sep 15 Created ▶ Running 0 0
Sep 15 → Sep 15 Ready for Scheduling ▶ Running 0 0
Sep 15 → Sep 18 Assigned ▶ Running 3 3
Sep 18 → Sep 19 Scheduled ▶ Running 1 4
Sep 19 → Sep 19 Tech On Site ▶ Running 0 4
Sep 19 → Sep 22 Tech Off Site ▶ Running 1 5
Sep 22 → Sep 23 Tech On Site ▶ Running 1 6
Dispatch 0.0d
Coordinators 5.0d
Field Work 3.3d
Billing 9.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
5.0 days
Over SLA
Field Work
3.3 days
Over SLA
Billing
9.8 days
Over SLA
Created: Sep 15, 2025 Due: Sep 30, 2025 Completed: Sep 23, 2025 (7 days early)
📅
6.9 days Total Age
⏱️
8.6d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
12.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Jared Rappaport — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 19, 2025
Visit 2 Sep 22, 2025
Visit 3 Sep 23, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527243
6007983849
Closed
15K SYS-LC-1260II Contract ends 07/31/2026 includes Repair PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G7111B DEAEV03079 1260 Infinity II Quaternary Pump G7116A DEAEM10822 1260 Infinity II Multicolumn Thermostat G7114A DEACX29602 1260 Infinity II VW Detector G7129A DEAEQ52538 1260 Infinity II Vialsampler
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Sep 15, 2025
Work Orders from this Case (2)
WO-01304396 Invoiced
Preventive Maintenance • Jared Rappaport
Created: Sep 15, 2025 • Closed: Sep 23, 2025
WO-01304398 (current) Invoiced
EOQ • Jared Rappaport
Created: Sep 15, 2025 • Closed: Sep 23, 2025
Completed with significant delays
Invoiced • 170 days old
🚨
Primary Delay 8.6 days stuck in "Ready to Bill"
⏱️
Total Delay 12.0 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
3.8d / 0.5d SLA
Scheduled
1.2d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
1.2d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
8.6d / 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


09-19-25 JR Note that I changed the WO status to Tech On Site using the GO mobile app at 7:27 am. Status appeared updated at that time, but when checked on the web page at 3:40 pm it still showed Scheduled. Updated status again to Tech On Site.

🔧 Work Performed
EOQ completed as per approved EQP LC 2.63.
🔍 Technician Findings
All tests passed.
⚠️ Problem Description
15K SYS-LC-1260II Contract ends 07/31/2026 includes Repair PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G7111B DEAEV03079 1260 Infinity II Quaternary Pump G7116A DEAEM10822 1260 Infinity II Multicolumn Thermostat G7114A DEACX29602 1260 Infinity II VW Detector G7129A DEAEQ52538 1260 Infinity II Vialsampler
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
SEP 2025 LC EOQ

Timeline

📞
▶
4 Case Linked Sep 15, 1:08 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01304398
Type: EOQ
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: a0hVU000000hjebYAA, Jared Rappaport
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Sep 18, 6:43 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-09-19T14:00:00.000+0000
⏱️
▶
2 4x Labor Added Sep 19, 6:40 PM
4x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Jared Rappaport
From: Scheduled
To: Tech On Site
Duration in Previous: 23h 58m
🚗
Status: Tech Off Site by Jared Rappaport Sep 19, 6:47 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 5m
⏱️
2x Labor Added Sep 19, 7:54 PM
Type: Labor, Travel
Status: Open
Qty: 1.2166666666667, 17
⏳ 1.5 business days
🔧
Status: Tech On Site by Jared Rappaport Sep 22, 11:06 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 2d 16h
⏱️
2x Labor Added Sep 22, 11:12 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
2x Labor Added Sep 22, 7:56 PM
Type: Labor
Status: Open
Qty: 4, 4.5
⏱️
2x Labor Added Sep 22, 8:38 PM
Type: Labor, Travel
Status: Open
Qty: 0.58333333333333, 17
⏱️
2x Labor Added Sep 23, 11:12 AM
Type: Labor, Travel
Status: Open
Qty: 0.66666666666667, 17
⏱️
Labor Added Sep 23, 6:00 PM
Type: Labor
Status: Open
Qty: 4
⏱️
▶
2 Labor Added Sep 23, 6:37 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 1d 7h
⏱️
▶
2 2x Labor Added Sep 23, 7:29 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 49m
📄
Status: Ready to Bill by Hannah Shaw Sep 24, 3:12 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 41m
⚠️ 9.0 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 12d 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

Assigned
Duration: 3.8 business days (threshold: 4.0 business hours)
Exceeded by 3.3 business days
Tech On Site
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.5 business hours
Ready to Bill
Duration: 8.6 business days (threshold: 1.0 business days)
Exceeded by 7.6 business days

🔗 Related Artifacts

📞
Case 00527243
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jared Rappaport
Scheduled
Sep 19, 10:00 AM
Created
Sep 15, 1:11 PM
Invoice #
SM-243053

Work Details (18)

Name Type Status Qty Amount Date
WL-02943100 Labor Open 0.5 $0.00 Sep 19, 6:40 PM
WL-02943101 Labor Open 4 $910.00 Sep 19, 6:40 PM
WL-02943102 Labor Open 3.7 $0.00 Sep 19, 6:40 PM
WL-02943103 Travel Open 17 $0.00 Sep 19, 6:40 PM
WL-02943228 Labor Open 1.2166666666667 $0.00 Sep 19, 7:54 PM
WL-02943229 Travel Open 17 $0.00 Sep 19, 7:54 PM
WL-02944457 Labor Open 0.5 $0.00 Sep 22, 11:12 AM
WL-02944458 Travel Open 17 $0.00 Sep 22, 11:12 AM
WL-02945164 Labor Open 4 $0.00 Sep 22, 7:56 PM
WL-02945165 Labor Open 4.5 $0.00 Sep 22, 7:56 PM
WL-02945245 Labor Open 0.58333333333333 $0.00 Sep 22, 8:38 PM
WL-02945246 Travel Open 17 $0.00 Sep 22, 8:38 PM
WL-02945731 Labor Open 0.66666666666667 $0.00 Sep 23, 11:12 AM
WL-02945732 Travel Open 17 $0.00 Sep 23, 11:12 AM
WL-02946437 Labor Open 4 $0.00 Sep 23, 6:00 PM
WL-02946516 Labor Open 3 $0.00 Sep 23, 6:37 PM
WL-02946617 Labor Open 0.83333333333333 $0.00 Sep 23, 7:29 PM
WL-02946618 Travel Open 17 $0.00 Sep 23, 7:29 PM

Details