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WO-01305073 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • 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 (13 biz days early)
Active: 17 biz days
🕐 Clock stopped: Completed (Oct 14, 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
11d
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 9, 2025
11 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 9 → Oct 9, 2025
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 9 → Oct 10, 2025
1 business day (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 16 of ? biz days used
0d
▶ Clock Running
Status: Tech Off Site
Oct 10 → Oct 13, 2025
0 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 13 → Oct 14, 2025
1 business day (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 14 → Oct 14, 2025
0 business days (counted)
Running total: 17 of ? biz days used
Created: Sep 18, 2025 Completed: Oct 14, 2025
Show SLA Clock Detail (12 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 9 Scheduled ▶ Running 11 15
Oct 9 → Oct 9 Tech Off Site ▶ Running 0 15
Oct 9 → Oct 9 Tech On Site ▶ Running 0 15
Oct 9 → Oct 10 Tech Off Site ▶ Running 1 16
Oct 10 → Oct 10 Tech On Site ▶ Running 0 16
Oct 10 → Oct 13 Tech Off Site ▶ Running 0 16
Oct 13 → Oct 14 Tech On Site ▶ Running 1 17
Oct 14 → Oct 14 Tech Off Site ▶ Running 0 17
Oct 14 → Oct 14 Tech On Site ▶ Running 0 17
Dispatch 0.0d
Coordinators 16.8d
Field Work 5.2d
Billing 5.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
16.8 days
Over SLA
Field Work
5.2 days
Billing
5.7 days
Over SLA
Created: Sep 18, 2025 Due: Oct 31, 2025 Completed: Oct 15, 2025 (16 days early)
📅
18.0 days Total Age
⏱️
11.8d in Scheduled Longest Stage
🔄
15 transitions Status Changes
⚠️
19.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
25 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Jared Rappaport — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 9, 2025
Visit 2 Oct 10, 2025
Visit 3 Oct 13, 2025
Visit 4 Oct 14, 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 Invoiced
Preventive Maintenance • Jared Rappaport
Created: Sep 18, 2025 • Closed: Oct 14, 2025
WO-01305073 (current) Invoiced
EOQ • Jared Rappaport
Created: Sep 18, 2025 • Closed: Oct 14, 2025
Completed with significant delays
Invoiced • 167 days old
🚨
Primary Delay 11.8 days stuck in "Scheduled"
⏱️
Total Delay 19.0 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
5.0d / 0.5d SLA
Scheduled
11.8d / 2.0d SLA
Tech Off Site
2.1d / 2.0d SLA
Tech On Site
3.0d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 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
🔧 Work Performed
Agilent EOQ completed per ACE EQP LC 02.68.
🔍 Technician Findings
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 EOQ

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-01305073
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: Jared Rappaport
⚠️ 5.0 business days
🗓️
▶
2 Status: Scheduled Sep 24, 1:45 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-10-08T15:00:00.000+0000
⚠️ 9.0 business days
📅
Dispatch Scheduled by Jared Rappaport Oct 6, 10:25 AM
Scheduled For: 2025-10-07T15:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Jared Rappaport Oct 7, 5:18 PM
Scheduled For: 2025-10-09T15:00:00.000+0000
⏳ 2.8 business days
🚗
▶
2 Status: Tech Off Site Oct 9, 10:50 AM
Status: Tech Off Site → Status: Tech On Site
🔧
Status: Tech On Site by Jared Rappaport
From: Tech Off Site
To: Tech On Site
Duration in Previous: 4m
⏱️
2x Labor Added Oct 9, 10:58 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 2x Labor Added Oct 9, 7:45 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: 8h 52m
⏱️
Labor Added Oct 9, 8:30 PM
Type: Labor
Status: Open
Qty: 0.8
🔧
▶
2 Status: Tech On Site Oct 10, 11:21 AM
Status: Tech On Site → 3x Labor Added
⏱️
3x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 2x Labor Added Oct 10, 7:14 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: 7h 52m
⏱️
2x Labor Added Oct 10, 8:09 PM
Type: Labor, Travel
Status: Open
Qty: 0.9, 17
⏳ 0.5 business days
🔧
▶
2 Status: Tech On Site Oct 13, 11:26 AM
Status: Tech On Site → Travel Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 17
⏱️
▶
2 2x Labor Added Oct 13, 7:39 PM
2x Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 2, 4.2
🚗
▶
2 Status: Tech Off Site Oct 13, 8:21 PM
Status: Tech Off Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.66666666666667, 17
🔧
▶
2 Status: Tech On Site Oct 14, 11:35 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
Labor Added Oct 14, 6:53 PM
Type: Labor
Status: Open
Qty: 3
⏱️
Labor Added Oct 14, 7:02 PM
Type: Labor
Status: Open
Qty: 4.2
✔️
Status: Completed by Jared Rappaport Oct 14, 7:13 PM
From: Tech On Site
To: Completed
Duration in Previous: 7h 38m
⏱️
▶
2 2x Labor Added Oct 14, 8:06 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 52m
📄
Status: Ready to Bill by Hannah Shaw Oct 15, 2:15 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 8m
⚠️ 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: 11.8 business days (threshold: 2.0 business days)
Exceeded by 9.8 business days
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
EOQ
Branch
N/A
Technician
Jared Rappaport
Scheduled
Oct 9, 11:00 AM
Created
Sep 18, 8:45 AM
Invoice #
SM-244382

Work Details (25)

Name Type Status Qty Amount Date
WL-02964823 Labor Open 0.5 $0.00 Oct 9, 10:58 AM
WL-02964824 Travel Open 17 $0.00 Oct 9, 10:58 AM
WL-02965762 Labor Open 2 $0.00 Oct 9, 7:45 PM
WL-02965771 Labor Open 4.8 $910.00 Oct 9, 7:46 PM
WL-02965850 Labor Open 0.8 $0.00 Oct 9, 8:30 PM
WL-02966333 Labor Open 0.5 $0.00 Oct 10, 11:23 AM
WL-02966334 Travel Open 17 $0.00 Oct 10, 11:23 AM
WL-02966335 Travel Open 17 $0.00 Oct 10, 11:23 AM
WL-02967159 Labor Open 3 $0.00 Oct 10, 7:14 PM
WL-02967160 Labor Open 4 $0.00 Oct 10, 7:14 PM
WL-02967261 Labor Open 0.9 $0.00 Oct 10, 8:09 PM
WL-02967262 Travel Open 17 $0.00 Oct 10, 8:09 PM
WL-02968508 Travel Open 17 $0.00 Oct 13, 11:28 AM
WL-02969196 Labor Open 0.5 $0.00 Oct 13, 7:39 PM
WL-02969197 Labor Open 0.7 $0.00 Oct 13, 7:39 PM
WL-02969198 Labor Open 2 $0.00 Oct 13, 7:40 PM
WL-02969199 Labor Open 4.2 $0.00 Oct 13, 7:41 PM
WL-02969254 Labor Open 0.66666666666667 $0.00 Oct 13, 8:23 PM
WL-02969255 Travel Open 17 $0.00 Oct 13, 8:23 PM
WL-02969748 Labor Open 0.5 $0.00 Oct 14, 11:36 AM
WL-02969749 Travel Open 17 $0.00 Oct 14, 11:36 AM
WL-02970578 Labor Open 3 $0.00 Oct 14, 6:53 PM
WL-02970638 Labor Open 4.2 $0.00 Oct 14, 7:02 PM
WL-02970779 Labor Open 0.5 $0.00 Oct 14, 8:06 PM
WL-02970780 Travel Open 17 $0.00 Oct 14, 8:06 PM

Details