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WO-01305246 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Sep 18, 2025 → Oct 31, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met
Active: 30 biz days
🕐 Clock stopped: Completed (Oct 31, 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
26d
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 31, 2025
26 business days (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 30 of ? biz days used
Created: Sep 18, 2025 Completed: Oct 31, 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 31 Scheduled ▶ Running 26 30
Oct 31 → Oct 31 Tech On Site ▶ Running 0 30
Dispatch 0.0d
Coordinators 31.2d
Field Work 1.0d
Billing 5.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
31.2 days
Over SLA
Field Work
1.0 days
Billing
5.3 days
Over SLA
Created: Sep 18, 2025 Due: Oct 31, 2025 Completed: Oct 31, 2025 (on time)
📅
30.4 days Total Age
⏱️
26.8d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
33.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00528650
6007998765
Closed
15K SYS-LC-1290 Contract ends 07/31/2026 includes Repair PM PM only - customer supplies the UV lamp G4212A DE00800908 1290 Infinity Diode-Array Detector G4220A DEBAA04313 1290 Infinity Binary Pump G1316C DEBAC08295 1290 Thermostatted Column Compartment G1330B-B DE60557313 1200 Cooled Thermostatted ALS G7167B DEBAQ03795 1290 Infinity II Multisampler
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-01305246 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Sep 18, 2025 • Closed: Oct 31, 2025
Completed with significant delays
Invoiced • 167 days old
🚨
Primary Delay 26.8 days stuck in "Scheduled"
⏱️
Total Delay 33.0 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
4.4d / 0.5d SLA
Scheduled
26.8d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
5.3d / 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


10/28/2025 JR Per text messages from Diana Hernandez Guerrero, the customer requested to reschedule the service date from October 28 to October 31.

🔧 Work Performed
Agilent HPLC PM completed as per Agilent protocol: HPLC Products Standard Preventative Maintenance Service Checklist
🔍 Technician Findings
As found, intensity test failed. Replaced and calibrated lamp (Agilent p/n 5190-0917, Deuterium Lamp 8-pin with RFID) per site agreement allowing one lamp replacement per year. After which intensity test passed. JR 31-Oct-2025 Per Agilent IKB, classic pump heads can be upgraded to EM pump heads. System has seal wash. Installed EM pump heads (listed in pump parts section) and 8 new pump head screws (Agilent p/n 0515-6154, Screw-Socket-HD-Cap Hex-Recess M5×0.8×40), which are not included in the standard parts list. JR 31-Oct-2025 Note that TBD parts listed in service max are G4220-60310 x1 and 0515-6154 x8. As left, 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 G4212A DE00800908 1290 Infinity Diode-Array Detector G4220A DEBAA04313 1290 Infinity Binary Pump G1316C DEBAC08295 1290 Thermostatted Column Compartment G1330B-B DE60557313 1200 Cooled Thermostatted ALS G7167B DEBAQ03795 1290 Infinity II Multisampler
📄 Description
1290 Infinity Binary Pump
📞 Call Description
OCT 2025 LC PM

Timeline

📞
▶
4 Case Linked Sep 18, 4:47 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305246
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, 1:55 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-10-28T15:00:00.000+0000
🚨 24.0 business days
📅
Dispatch Scheduled by Jared Rappaport Oct 28, 10:30 AM
Scheduled For: 2025-10-31T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Jared Rappaport Oct 31, 11:10 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 36d 21h
⏱️
2x Labor Added Oct 31, 11:41 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
3 8x Parts Added Oct 31, 6:10 PM
8x Parts Added → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 3.5
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 7h 5m
⏱️
▶
2 2x Labor Added Oct 31, 7:13 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 59m
⏳ 1.6 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 3, 4:44 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 22h
⚠️ 5.9 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: 26.8 business days (threshold: 2.0 business days)
Exceeded by 24.8 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Ready to Bill
Duration: 5.3 business days (threshold: 1.0 business days)
Exceeded by 4.3 business days

🔗 Related Artifacts

📞
Case 00528650
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Oct 31, 11:00 AM
Created
Sep 18, 4:47 PM
Invoice #
SM-246148

Work Details (14)

Name Type Status Qty Amount Date
WL-02991574 Labor Open 0.5 $0.00 Oct 31, 11:41 AM
WL-02991575 Travel Open 17 $0.00 Oct 31, 11:41 AM
WL-02992349 Parts Open 1 $0.00 Oct 31, 6:10 PM
WL-02992350 Parts Open 1 $0.00 Oct 31, 6:10 PM
WL-02992351 Parts Open 1 $0.00 Oct 31, 6:10 PM
WL-02992352 Parts Open 1 $0.00 Oct 31, 6:10 PM
WL-02992353 Parts Open 1 $0.00 Oct 31, 6:10 PM
WL-02992354 Parts Open 8 $0.00 Oct 31, 6:10 PM
WL-02992355 Parts Open 1 $0.00 Oct 31, 6:10 PM
WL-02992356 Parts Open 1 $0.00 Oct 31, 6:10 PM
WL-02992360 Labor Open 3.5 $520.00 Oct 31, 6:12 PM
WL-02992361 Labor Open 3 $0.00 Oct 31, 6:12 PM
WL-02992502 Labor Open 0.66666666666667 $0.00 Oct 31, 7:13 PM
WL-02992503 Travel Open 17 $0.00 Oct 31, 7:13 PM

Details