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WO-01305244 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Sep 18, 2025 → Oct 20, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (9 biz days early)
Active: 21 biz days
🕐 Clock stopped: Completed (Oct 20, 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
17d
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 20, 2025
17 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 20 → Oct 20, 2025
0 business days (counted)
Running total: 21 of ? biz days used
Created: Sep 18, 2025 Completed: Oct 20, 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 20 Scheduled ▶ Running 17 21
Oct 20 → Oct 20 Tech On Site ▶ Running 0 21
Dispatch 0.0d
Coordinators 22.2d
Field Work 0.8d
Billing 14.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
22.2 days
Over SLA
Field Work
0.8 days
Billing
14.4 days
Over SLA
Created: Sep 18, 2025 Due: Oct 31, 2025 Completed: Oct 20, 2025 (11 days early)
📅
21.4 days Total Age
⏱️
17.8d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
33.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528648
6007998660
Closed
15K SYS-LC-1290IIE Contract ends 07/31/2026 includes Repair PM PM only - customer supplies the UV lamp G7121B DEAEJ02334 1260 Infinity II FLD Spectra G7129B DEBA905101 1290 Infinity II Vialsampler G7117A DEBAV03478 1290 Infinity II Diode Array Detector FS G7116B DEBA407638 1290 Infinity II Multicolumn Thermostat G7120A DEBA205300 1290 Infinity II High Speed Pump
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-01305244 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Sep 18, 2025 • Closed: Oct 20, 2025
Completed with significant delays
Invoiced • 167 days old
🚨
Primary Delay 17.8 days stuck in "Scheduled"
⏱️
Total Delay 33.4 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
4.4d / 0.5d SLA
Scheduled
17.8d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
14.4d / 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: Agilent InfinityLab LC Series Preventative Maintenance Checklist
🔍 Technician Findings
All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1290IIE Contract ends 07/31/2026 includes Repair PM PM only - customer supplies the UV lamp G7121B DEAEJ02334 1260 Infinity II FLD Spectra G7129B DEBA905101 1290 Infinity II Vialsampler G7117A DEBAV03478 1290 Infinity II Diode Array Detector FS G7116B DEBA407638 1290 Infinity II Multicolumn Thermostat G7120A DEBA205300 1290 Infinity II High Speed Pump
📄 Description
1290 Infinity II High Speed Pump

Timeline

📞
▶
4 Case Linked Sep 18, 4:38 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305244
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
⏳ 4.9 business days
🗓️
▶
2 Status: Scheduled Sep 24, 1:50 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-10-20T15:00:00.000+0000
🚨 18.0 business days
🔧
Status: Tech On Site by Jared Rappaport Oct 20, 11:10 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 25d 21h
⏱️
2x Labor Added Oct 20, 12:15 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
4x Labor Added Oct 20, 4:59 PM
Type: Labor, Parts
Status: Open
Qty: 3, 2.5, 1
✔️
Status: Completed by Jared Rappaport Oct 20, 5:07 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 56m
⏱️
▶
2 2x Labor Added Oct 20, 5:51 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 45m
📄
Status: Ready to Bill by Hannah Shaw Oct 21, 4:25 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 33m
🚨 14.9 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: 4.4 business days (threshold: 4.0 business hours)
Exceeded by 3.9 business days
Scheduled
Duration: 17.8 business days (threshold: 2.0 business days)
Exceeded by 15.8 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.1 business hours
Ready to Bill
Duration: 14.4 business days (threshold: 1.0 business days)
Exceeded by 13.4 business days

🔗 Related Artifacts

📞
Case 00528648
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Oct 20, 11:00 AM
Created
Sep 18, 4:39 PM
Invoice #
SM-246148

Work Details (8)

Name Type Status Qty Amount Date
WL-02976969 Labor Open 0.5 $0.00 Oct 20, 12:15 PM
WL-02976970 Travel Open 17 $0.00 Oct 20, 12:15 PM
WL-02977332 Labor Open 3 $585.00 Oct 20, 4:59 PM
WL-02977333 Labor Open 2.5 $0.00 Oct 20, 4:59 PM
WL-02977334 Parts Open 1 $0.00 Oct 20, 4:59 PM
WL-02977335 Parts Open 1 $0.00 Oct 20, 4:59 PM
WL-02977505 Labor Open 0.5 $0.00 Oct 20, 5:51 PM
WL-02977506 Travel Open 17 $0.00 Oct 20, 5:51 PM

Details