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WO-01305425 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Sep 19, 2025 → Oct 2, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (20 biz days early)
Active: 9 biz days
🕐 Clock stopped: Completed (Oct 2, 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
6d
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 2, 2025
6 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 2 → Oct 2, 2025
0 business days (counted)
Running total: 9 of ? biz days used
Created: Sep 19, 2025 Completed: Oct 2, 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 2 Scheduled ▶ Running 6 9
Oct 2 → Oct 2 Tech On Site ▶ Running 0 9
Dispatch 0.0d
Coordinators 10.2d
Field Work 0.9d
Billing 13.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
10.2 days
Over SLA
Field Work
0.9 days
Billing
13.0 days
Over SLA
Created: Sep 19, 2025 Due: Oct 31, 2025 Completed: Oct 2, 2025 (29 days early)
📅
9.5 days Total Age
⏱️
9.5d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
19.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00529056
6007982169
Closed
15K SYS-LC-1200-E Contract ends 07/31/2026 includes Repair PM PM only - customer supplies the UV lamp G1321B DEABO03643 1260 Infinity Fluoresc. Detector Spectra G1367A DE43603750 1100 Well-plate Autosampler G1315C DE52500181 1260 Diode Array Detector VL+ G1311A-A DE43632920 1100 Series Quaternary Pump G1322A-A JP05031573 1100 Series G1322A Standard Degasser G1311A-B DE62958395 1200 Series Quaternary Pump G1330B DE13203116 1290 Thermostat G1315B DE23916953 1200 Diode-array Detector G1316A DE23929523 1260 Thermostatted Column Compartment G4260A GB12460006 Agilent 380 ELSD
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-01305425 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Sep 19, 2025 • Closed: Oct 2, 2025
Completed with significant delays
Invoiced • 166 days old
🚨
Primary Delay 9.5 days stuck in "Ready to Bill"
⏱️
Total Delay 19.0 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
3.5d / 0.5d SLA
Scheduled
6.8d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
13.0d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10.17.25 Hshaw - adjust Labor rate to 5.5 hours to match ASP Proposal (Model# SYS-ZZ-OTHER)


Please assign to Jared Rappaport ARP to site is 17 miles. Zone 1

🔧 Work Performed
Completed Agilent HPLC PM as per Agilent protocol: HPLC Products - Preventative Maintenance Service Checklist.
🔍 Technician Findings
All tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1200-E Contract ends 07/31/2026 includes Repair PM PM only - customer supplies the UV lamp G1321B DEABO03643 1260 Infinity Fluoresc. Detector Spectra G1367A DE43603750 1100 Well-plate Autosampler G1315C DE52500181 1260 Diode Array Detector VL+ G1311A-A DE43632920 1100 Series Quaternary Pump G1322A-A JP05031573 1100 Series G1322A Standard Degasser G1311A-B DE62958395 1200 Series Quaternary Pump G1330B DE13203116 1290 Thermostat G1315B DE23916953 1200 Diode-array Detector G1316A DE23929523 1260 Thermostatted Column Compartment G4260A GB12460006 Agilent 380 ELSD
📄 Description
1100 Series Quaternary Pump
📞 Call Description
OCT 2025 LC PM

Timeline

📞
▶
4 Case Linked Sep 19, 4:21 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305425
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, 1:55 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-10-27T15:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Jared Rappaport Oct 1, 5:55 PM
Scheduled For: 2025-10-02T15:00:00.000+0000
🔧
Status: Tech On Site by Jared Rappaport Oct 2, 10:30 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 20h
🚗
2x Travel Added Oct 2, 10:42 AM
Type: Travel, Labor
Status: Open
Qty: 17, 0.5
🔩
5x Parts Added Oct 2, 4:23 PM
Type: Parts
Status: Open
Qty: 2, 1
⏱️
▶
2 2x Labor Added Oct 2, 4:32 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 6h 4m
⏱️
▶
2 Labor Added Oct 2, 6:00 PM
Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 27m
📄
Status: Ready to Bill by Hannah Shaw Oct 3, 3:43 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 41m
🚨 10.0 business days
💵
▶
2 Status: Billing Review Oct 17, 3:57 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 2m
⏳ 4.0 business days
📨
▶
2 Status: Invoice Pending Oct 22, 3:27 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⏳ 4.0 business days
🧾
Invoice Created Oct 27, 12:22 PM
Invoice Number: SM-244382

Bottlenecks

Assigned
Duration: 3.5 business days (threshold: 4.0 business hours)
Exceeded by 3.0 business days
Scheduled
Duration: 6.8 business days (threshold: 2.0 business days)
Exceeded by 4.8 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Ready to Bill
Duration: 9.5 business days (threshold: 1.0 business days)
Exceeded by 8.5 business days
Ready to Bill
Duration: 3.5 business days (threshold: 1.0 business days)
Exceeded by 2.5 business days

🔗 Related Artifacts

📞
Case 00529056
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Oct 2, 11:00 AM
Created
Sep 19, 4:21 PM
Invoice #
SM-244382

Work Details (10)

Name Type Status Qty Amount Date
WL-02957429 Travel Open 17 $0.00 Oct 2, 10:42 AM
WL-02957428 Labor Open 0.5 $0.00 Oct 2, 10:42 AM
WL-02957889 Parts Open 2 $0.00 Oct 2, 4:23 PM
WL-02957890 Parts Open 1 $0.00 Oct 2, 4:23 PM
WL-02957888 Parts Open 1 $0.00 Oct 2, 4:23 PM
WL-02957891 Parts Open 1 $0.00 Oct 2, 4:23 PM
WL-02957892 Parts Open 1 $0.00 Oct 2, 4:23 PM
WL-02957902 Labor Open 3.5 $715.00 Oct 2, 4:32 PM
WL-02957903 Labor Open 2 $0.00 Oct 2, 4:33 PM
WL-02958099 Labor Open 0.58333333333333 $0.00 Oct 2, 6:00 PM

Details