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WO-01305072 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Sep 18, 2025 → Oct 14, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (15 biz days early)
Active: 15 biz days
🕐 Clock stopped: Completed (Oct 9, 2025)
▶ Clock Running
Status: Created
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 18 → Sep 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Sep 18 → Sep 24, 2025
4 business days (counted)
Running total: 4 of ? biz days used
8d
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 6, 2025
8 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 6 → Oct 7, 2025
1 business day (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 7 → Oct 7, 2025
0 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 7 → Oct 8, 2025
1 business day (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 8 → Oct 9, 2025
1 business day (counted)
Running total: 15 of ? biz days used
Created: Sep 18, 2025 Completed: Oct 9, 2025
Show SLA Clock Detail (9 periods)
Period Status Clock Biz Days Running Total
Sep 18 → Sep 18 Created ▶ Running 0 0
Sep 18 → Sep 18 Ready for Scheduling ▶ Running 0 0
Sep 18 → Sep 24 Assigned ▶ Running 4 4
Sep 24 → Oct 6 Scheduled ▶ Running 8 12
Oct 6 → Oct 7 Tech On Site ▶ Running 1 13
Oct 7 → Oct 7 Tech Off Site ▶ Running 0 13
Oct 7 → Oct 7 Tech On Site ▶ Running 0 13
Oct 7 → Oct 8 Tech Off Site ▶ Running 1 14
Oct 8 → Oct 9 Tech On Site ▶ Running 1 15
Dispatch 0.0d
Coordinators 13.8d
Field Work 7.3d
Billing 5.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
13.8 days
Over SLA
Field Work
7.3 days
Over SLA
Billing
5.7 days
Over SLA
Created: Sep 18, 2025 Due: Oct 31, 2025 Completed: Oct 14, 2025 (17 days early)
📅
18.0 days Total Age
⏱️
8.8d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
18.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
20 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 Oct 6, 2025
Visit 2 Oct 7, 2025
Visit 3 Oct 8, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528343
6007994105
Closed
15K SYS-LC-1290II Contract ends 07/31/2026 includes Repair PM / EOQ PM only - customer supplies the UV lamp G7117A DEBAV01429 1290 Infinity II Diode Array Detector FS G7167B DEBAQ02514 1290 Infinity II Multisampler G7116B DEBA402700 1290 Infinity II Multicolumn Thermostat G7104A DEBA300563 1290 Infinity II Flexible Pump.
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Sep 18, 2025
Work Orders from this Case (2)
WO-01305072 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Sep 18, 2025 • Closed: Oct 14, 2025
WO-01305073 Invoiced
EOQ • Jared Rappaport
Created: Sep 18, 2025 • Closed: Oct 14, 2025
Completed with significant delays
Invoiced • 167 days old
🚨
Primary Delay 8.8 days stuck in "Scheduled"
⏱️
Total Delay 18.2 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
5.0d / 0.5d SLA
Scheduled
8.8d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
2.3d / 2.0d SLA
Completed
3.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
5.7d / 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


10-08-2025 JR Work order status will be routed to Closed after completion of related WO-01305073 as they are both tied to one Agilent service order SO 6007994105.

🔧 Work Performed
Agilent HPLC PM completed per Agilent ACE compliance software using EQP LC 2.68.
🔍 Technician Findings
All parts replaced with like for like. All required tests passed Agilent specifications. Lamp replaced per site agreement. Reference repair Agilent SO 6008126123. All tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1290II 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. G7117A DEBAV01429 1290 Infinity II Diode Array Detector FS G7167B DEBAQ02514 1290 Infinity II Multisampler G7116B DEBA402700 1290 Infinity II Multicolumn Thermostat G7104A DEBA300563 1290 Infinity II Flexible Pump.
📄 Description
Agilent - G7104A 1290 Infinity III Flexible Pump
📞 Call Description
OCT 2025 LC PM

Timeline

📞
▶
4 Case Linked Sep 18, 8:44 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305072
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
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Sep 24, 1:43 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-10-07T15:00:00.000+0000
⚠️ 9.0 business days
📅
Dispatch Scheduled by Jared Rappaport Oct 6, 10:25 AM
Scheduled For: 2025-10-06T15:00:00.000+0000
🔧
Status: Tech On Site by Jared Rappaport Oct 6, 11:02 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 11d 21h
⏱️
2x Labor Added Oct 6, 11:14 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 2x Labor Added Oct 6, 8:21 PM
2x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Jared Rappaport
From: Tech On Site
To: Tech Off Site
Duration in Previous: 9h 19m
⏱️
2x Labor Added Oct 6, 8:54 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔧
Status: Tech On Site by Jared Rappaport Oct 7, 11:22 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 15h 0m
⏱️
2x Labor Added Oct 7, 11:33 AM
Type: Labor, Travel
Status: Open
Qty: 0.58333333333333, 17
⏱️
▶
2 Labor Added Oct 7, 5:25 PM
Labor Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3.7
🚗
Status: Tech Off Site by Jared Rappaport Oct 7, 5:37 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 6h 14m
⏱️
2x Labor Added Oct 7, 6:52 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏳ 1.6 business days
🔧
Status: Tech On Site by Jared Rappaport Oct 8, 7:05 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 1d 1h
🔩
▶
3 5x Parts Added Oct 8, 8:26 PM
5x Parts Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 1.5
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 1h 24m
⏱️
2x Labor Added Oct 8, 9:12 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 17
⏳ 3.3 business days
🏁
Status: Closed by Jared Rappaport Oct 14, 6:50 PM
From: Completed
To: Closed
Duration in Previous: 5d 22h
📄
Status: Ready to Bill by Hannah Shaw Oct 15, 2:07 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 17m
⚠️ 6.0 business days
📨
▶
2 Status: Invoice Pending Oct 22, 3:27 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 4.0 business days
🧾
Invoice Created Oct 27, 12:22 PM
Invoice Number: SM-244382

Bottlenecks

Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Scheduled
Duration: 8.8 business days (threshold: 2.0 business days)
Exceeded by 6.8 business days
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.4 business hours
Completed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Ready to Bill
Duration: 5.7 business days (threshold: 1.0 business days)
Exceeded by 4.7 business days

🔗 Related Artifacts

📞
Case 00528343
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Oct 6, 11:00 AM
Created
Sep 18, 8:44 AM
Invoice #
SM-244382

Work Details (20)

Name Type Status Qty Amount Date
WL-02960771 Labor Open 0.5 $0.00 Oct 6, 11:14 AM
WL-02960772 Travel Open 17 $0.00 Oct 6, 11:14 AM
WL-02961449 Labor Open 4 $520.00 Oct 6, 8:21 PM
WL-02961450 Labor Open 4.5 $0.00 Oct 6, 8:21 PM
WL-02961486 Labor Open 0.5 $0.00 Oct 6, 8:54 PM
WL-02961487 Travel Open 17 $0.00 Oct 6, 8:54 PM
WL-02961914 Labor Open 0.58333333333333 $0.00 Oct 7, 11:33 AM
WL-02961915 Travel Open 17 $0.00 Oct 7, 11:33 AM
WL-02962449 Labor Open 1.7 $0.00 Oct 7, 5:25 PM
WL-02962454 Labor Open 3.7 $0.00 Oct 7, 5:27 PM
WL-02962599 Labor Open 0.5 $0.00 Oct 7, 6:52 PM
WL-02962600 Travel Open 17 $0.00 Oct 7, 6:52 PM
WL-02964212 Parts Open 1 $0.00 Oct 8, 8:26 PM
WL-02964213 Parts Open 1 $0.00 Oct 8, 8:26 PM
WL-02964214 Parts Open 1 $0.00 Oct 8, 8:26 PM
WL-02964215 Parts Open 1 $0.00 Oct 8, 8:26 PM
WL-02964216 Parts Open 1 $0.00 Oct 8, 8:26 PM
WL-02964222 Labor Open 1.5 $0.00 Oct 8, 8:29 PM
WL-02964275 Labor Open 0.75 $0.00 Oct 8, 9:12 PM
WL-02964276 Travel Open 17 $0.00 Oct 8, 9:12 PM

Details