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WO-01305416 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Sep 19, 2025 → Oct 22, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (7 biz days early)
Active: 22 biz days
🕐 Clock stopped: Completed (Oct 22, 2025)
▶ Clock Running
Status: Created
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 19 → Sep 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
3d
▶ Clock Running
Status: Assigned
Sep 19 → Sep 24, 2025
3 business days (counted)
Running total: 3 of ? biz days used
19d
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 22, 2025
19 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 22 → Oct 22, 2025
0 business days (counted)
Running total: 22 of ? biz days used
Created: Sep 19, 2025 Completed: Oct 22, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 19 → Sep 19 Created ▶ Running 0 0
Sep 19 → Sep 19 Ready for Scheduling ▶ Running 0 0
Sep 19 → Sep 24 Assigned ▶ Running 3 3
Sep 24 → Oct 22 Scheduled ▶ Running 19 22
Oct 22 → Oct 22 Tech On Site ▶ Running 0 22
Dispatch 0.0d
Coordinators 23.3d
Field Work 1.0d
Billing 12.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
23.3 days
Over SLA
Field Work
1.0 days
Billing
12.4 days
Over SLA
Created: Sep 19, 2025 Due: Oct 31, 2025 Completed: Oct 22, 2025 (9 days early)
📅
22.5 days Total Age
⏱️
19.8d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
32.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529050
6007998761
Closed
15K SYS-LC-1260 Contract ends 07/31/2026 includes Repair PM PM only - customer supplies the UV lamp G1367E DEACO04580 1260 High Performance Autosampler G1316A DEACN28160 1260 Thermostatted Column Compartment G1312B DEACB07495 1260 Binary Pump G4225A JPAAA04011 1260 Infinity High Performance Degasser G1365C DEAAY00864 1260 Multiple Wavelength Detector
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Sep 19, 2025
Work Orders from this Case (1)
WO-01305416 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Sep 19, 2025 • Closed: Oct 22, 2025
Completed with significant delays
Invoiced • 166 days old
🚨
Primary Delay 19.8 days stuck in "Scheduled"
⏱️
Total Delay 32.2 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
3.5d / 0.5d SLA
Scheduled
19.8d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
12.4d / 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: HPLC Products Preventative Maintenance Service Checklist.
🔍 Technician Findings
As found, intensity test failed. Per site agreement, replaced UV lamp, after which intensity test passed. As left, all required tests passed Agilent specifications. End user ran a test sample and confirmed the system was operating as expected.
⚠️ Problem Description
15K SYS-LC-1260 Contract ends 07/31/2026 includes Repair PM PM only - customer supplies the UV lamp G1367E DEACO04580 1260 High Performance Autosampler G1316A DEACN28160 1260 Thermostatted Column Compartment G1312B DEACB07495 1260 Binary Pump G4225A JPAAA04011 1260 Infinity High Performance Degasser G1365C DEAAY00864 1260 Multiple Wavelength Detector
📄 Description
1260 Binary Pump
📞 Call Description
OCT 2025 LC PM

Timeline

📞
▶
4 Case Linked Sep 19, 4:02 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305416
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
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Sep 24, 1:52 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-10-22T15:00:00.000+0000
🚨 20.0 business days
🔧
▶
2 Status: Tech On Site Oct 22, 11:44 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
2 3x Parts Added Oct 22, 6:10 PM
3x Parts Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 2, 4
✔️
Status: Completed by Jared Rappaport Oct 22, 6:20 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 36m
⏱️
▶
2 2x Labor Added Oct 22, 7:56 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 39m
📄
Status: Ready to Bill by Hannah Shaw Oct 23, 4:38 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 39m
🚨 12.9 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: 3.5 business days (threshold: 4.0 business hours)
Exceeded by 3.0 business days
Scheduled
Duration: 19.8 business days (threshold: 2.0 business days)
Exceeded by 17.8 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.0 business hours
Ready to Bill
Duration: 12.4 business days (threshold: 1.0 business days)
Exceeded by 11.4 business days

🔗 Related Artifacts

📞
Case 00529050
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Oct 22, 11:00 AM
Created
Sep 19, 4:03 PM
Invoice #
SM-246148

Work Details (9)

Name Type Status Qty Amount Date
WL-02979791 Labor Open 0.5 $0.00 Oct 22, 11:45 AM
WL-02979792 Travel Open 17 $0.00 Oct 22, 11:45 AM
WL-02980510 Parts Open 1 $0.00 Oct 22, 6:10 PM
WL-02980511 Parts Open 1 $0.00 Oct 22, 6:10 PM
WL-02980512 Parts Open 1 $0.00 Oct 22, 6:10 PM
WL-02980514 Labor Open 2 $0.00 Oct 22, 6:11 PM
WL-02980513 Labor Open 4 $520.00 Oct 22, 6:11 PM
WL-02980644 Labor Open 0.66666666666667 $0.00 Oct 22, 7:56 PM
WL-02980645 Travel Open 17 $0.00 Oct 22, 7:56 PM

Details