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WO-01305420 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Sep 19, 2025 → Oct 23, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (6 biz days early)
Active: 23 biz days
🕐 Clock stopped: Completed (Oct 23, 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
20d
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 23, 2025
20 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 23 of ? biz days used
Created: Sep 19, 2025 Completed: Oct 23, 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 23 Scheduled ▶ Running 20 23
Oct 23 → Oct 23 Tech On Site ▶ Running 0 23
Dispatch 0.0d
Coordinators 24.2d
Field Work 1.0d
Billing 11.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
24.2 days
Over SLA
Field Work
1.0 days
Billing
11.3 days
Over SLA
Created: Sep 19, 2025 Due: Oct 31, 2025 Completed: Oct 23, 2025 (8 days early)
📅
23.5 days Total Age
⏱️
20.8d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
32.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529052
6007998872
Closed
15K SYS-LC-1200 Contract ends 07/31/2026 includes Repair PM PM only - customer supplies the UV lamp G1367C DE64556561 1200 Series High Performance ALS SL G1315C-B DE63056575 1200 Series Diode-array Detector SL G1316B DE60556953 1200 Series Thermost. Col. Compartm. SL G1379B JP63704203 1260 Infinity Micro Degasser. G1330B-B DE60557284 1200 Cooled Thermostatted ALS G1312B DE63057157 1260 Binary Pump
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-01305420 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Sep 19, 2025 • Closed: Oct 23, 2025
Completed with significant delays
Invoiced • 166 days old
🚨
Primary Delay 20.8 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
20.8d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
11.3d / 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
🔧 Work Performed
Agilent HPLC PM completed as per Agilent Protocol: HPLC Products Preventative Maintenance Service Checklist.
🔍 Technician Findings
All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1200 Contract ends 07/31/2026 includes Repair PM PM only - customer supplies the UV lamp G1367C DE64556561 1200 Series High Performance ALS SL G1315C-B DE63056575 1200 Series Diode-array Detector SL G1316B DE60556953 1200 Series Thermost. Col. Compartm. SL G1379B JP63704203 1260 Infinity Micro Degasser. G1330B-B DE60557284 1200 Cooled Thermostatted ALS G1312B DE63057157 1260 Binary Pump
📄 Description
LC 1200 System
📞 Call Description
OCT 2025

Timeline

📞
▶
4 Case Linked Sep 19, 4:12 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305420
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, 1:53 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-10-23T15:00:00.000+0000
🚨 21.0 business days
🔧
▶
2 Status: Tech On Site Oct 23, 10:54 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 Labor Added Oct 23, 5:11 PM
Labor Added → 5x Parts Added
🔩
5x Parts Added
Type: Parts
Status: Open
Qty: 1, 4
⏱️
Labor Added Oct 23, 5:32 PM
Type: Labor
Status: Open
Qty: 2.7
✔️
Status: Completed by Jared Rappaport Oct 23, 5:40 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 46m
⏱️
▶
2 2x Labor Added Oct 23, 6:55 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 15m
📄
Status: Ready to Bill by Hannah Shaw Oct 24, 5:31 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 35m
🚨 11.8 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: 20.8 business days (threshold: 2.0 business days)
Exceeded by 18.8 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Ready to Bill
Duration: 11.3 business days (threshold: 1.0 business days)
Exceeded by 10.3 business days

🔗 Related Artifacts

📞
Case 00529052
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Oct 23, 11:00 AM
Created
Sep 19, 4:13 PM
Invoice #
SM-246148

Work Details (11)

Name Type Status Qty Amount Date
WL-02981317 Labor Open 0.5 $0.00 Oct 23, 10:55 AM
WL-02981318 Travel Open 17 $0.00 Oct 23, 10:55 AM
WL-02981920 Labor Open 3.5 $520.00 Oct 23, 5:11 PM
WL-02981923 Parts Open 1 $0.00 Oct 23, 5:12 PM
WL-02981924 Parts Open 4 $0.00 Oct 23, 5:12 PM
WL-02981925 Parts Open 1 $0.00 Oct 23, 5:12 PM
WL-02981926 Parts Open 1 $0.00 Oct 23, 5:12 PM
WL-02981927 Parts Open 1 $0.00 Oct 23, 5:12 PM
WL-02981990 Labor Open 2.7 $0.00 Oct 23, 5:32 PM
WL-02982188 Labor Open 0.5 $0.00 Oct 23, 6:55 PM
WL-02982189 Travel Open 17 $0.00 Oct 23, 6:55 PM

Details