Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01305238 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Sep 18, 2025 → Oct 21, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (8 biz days early)
Active: 22 biz days
🕐 Clock stopped: Completed (Oct 21, 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
18d
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 21, 2025
18 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 22 of ? biz days used
Created: Sep 18, 2025 Completed: Oct 21, 2025
Show SLA Clock Detail (5 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 21 Scheduled ▶ Running 18 22
Oct 21 → Oct 21 Tech On Site ▶ Running 0 22
Dispatch 0.0d
Coordinators 23.2d
Field Work 0.9d
Billing 13.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
23.2 days
Over SLA
Field Work
0.9 days
Billing
13.6 days
Over SLA
Created: Sep 18, 2025 Due: Oct 31, 2025 Completed: Oct 21, 2025 (10 days early)
📅
22.5 days Total Age
⏱️
18.8d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
33.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00528632
6007998829
Closed
15K SYS-LC-1290 Contract ends 07/31/2026 includes Repair PM PM only - customer supplies the UV lamp G1170A DEBAD00595 1290 Infinity Valve Drive G1316C DEBAC07662 1290 Thermostatted Column Compartment G4212A DEBAF03104 1290 Infinity Diode-Array Detector G4220A DEBAA04076 1290 Infinity Binary Pump G4226A DEBAP05030 1290 Infinity Autosampler
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Sep 18, 2025
Work Orders from this Case (1)
WO-01305238 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Sep 18, 2025 • Closed: Oct 21, 2025
Completed with significant delays
Invoiced • 167 days old
🚨
Primary Delay 18.8 days stuck in "Scheduled"
⏱️
Total Delay 33.5 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
4.5d / 0.5d SLA
Scheduled
18.8d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
13.6d / 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 HPLC PM completed as per Agilent protocol: HPLC Products - Standard Preventative Maintenance Service Checklist.
🔍 Technician Findings
Per two-way communication with Amgen end user Brendan Dalbey, pump heads were upgraded from Classic to Easy Maintenance type (as allowed under contract-covered PM). TBD part in parts section: Easy Maintenance Upgrade Kit, Agilent P/N G7120-68100. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1290 Contract ends 07/31/2026 includes Repair PM PM only - customer supplies the UV lamp G1170A DEBAD00595 1290 Infinity Valve Drive G1316C DEBAC07662 1290 Thermostatted Column Compartment G4212A DEBAF03104 1290 Infinity Diode-Array Detector G4220A DEBAA04076 1290 Infinity Binary Pump G4226A DEBAP05030 1290 Infinity Autosampler
📄 Description
1290 Infinity Binary Pump
📞 Call Description
OCT 2025 LC PM

Timeline

📞
Case Linked Sep 18, 4:04 PM
Case Number: 00528632
Subject: 6007998829
Status: Closed
📋
▶
3 Work Order Created Sep 18, 4:09 PM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
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, 1:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-10-21T15:00:00.000+0000
🚨 19.0 business days
🔧
Status: Tech On Site by Jared Rappaport Oct 21, 11:42 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 26d 21h
⏱️
2x Labor Added Oct 21, 12:41 PM
Type: Labor, Travel
Status: Open
Qty: 0.66666666666667, 17
⏱️
▶
2 2x Labor Added Oct 21, 5:50 PM
2x Labor Added → 2x Parts Added
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Jared Rappaport Oct 21, 5:59 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 17m
⏱️
▶
2 2x Labor Added Oct 21, 6:46 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 48m
📄
Status: Ready to Bill by Hannah Shaw Oct 22, 3:19 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 31m
🚨 14.0 business days
📨
▶
2 Status: Invoice Pending Nov 10, 3:46 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Nov 10, 4:38 PM
Invoice Number: SM-246148

Bottlenecks

Assigned
Duration: 4.5 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business days
Scheduled
Duration: 18.8 business days (threshold: 2.0 business days)
Exceeded by 16.8 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Ready to Bill
Duration: 13.6 business days (threshold: 1.0 business days)
Exceeded by 12.6 business days

🔗 Related Artifacts

📞
Case 00528632
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Oct 21, 11:00 AM
Created
Sep 18, 4:09 PM
Invoice #
SM-246148

Work Details (8)

Name Type Status Qty Amount Date
WL-02978401 Labor Open 0.66666666666667 $0.00 Oct 21, 12:41 PM
WL-02978402 Travel Open 17 $0.00 Oct 21, 12:41 PM
WL-02978900 Labor Open 3 $520.00 Oct 21, 5:50 PM
WL-02978901 Labor Open 2.3 $0.00 Oct 21, 5:50 PM
WL-02978906 Parts Open 1 $0.00 Oct 21, 5:52 PM
WL-02978907 Parts Open 1 $0.00 Oct 21, 5:52 PM
WL-02978988 Labor Open 0.7 $0.00 Oct 21, 6:46 PM
WL-02978989 Travel Open 17 $0.00 Oct 21, 6:46 PM

Details