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WO-01305431 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Sep 19, 2025 → Oct 30, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met
Active: 29 biz days
🕐 Clock stopped: Completed (Oct 31, 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
24d
▶ Clock Running
Status: Scheduled
Sep 24 → Oct 29, 2025
24 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 29 → Oct 30, 2025
1 business day (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Oct 30 → Oct 31, 2025
1 business day (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 31 → Oct 31, 2025
0 business days (counted)
Running total: 29 of ? biz days used
Created: Sep 19, 2025 Completed: Oct 31, 2025
Show SLA Clock Detail (7 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 29 Scheduled ▶ Running 24 27
Oct 29 → Oct 30 Tech On Site ▶ Running 1 28
Oct 30 → Oct 31 Tech Off Site ▶ Running 1 29
Oct 31 → Oct 31 Tech On Site ▶ Running 0 29
Dispatch 0.0d
Coordinators 28.2d
Field Work 2.3d
Billing 6.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
28.2 days
Over SLA
Field Work
2.3 days
Over SLA
Billing
6.3 days
Over SLA
Created: Sep 19, 2025 Due: Oct 31, 2025 Completed: Oct 31, 2025 (on time)
📅
28.6 days Total Age
⏱️
24.8d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
31.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jared Rappaport — scheduling delays attributed to technician, not coordinators
Visit 1 Oct 29, 2025
Visit 2 Oct 30, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00529061
6007979301
Closed
15K SYS-LC-1260-E Contract ends 07/31/2026 includes Repair PM PM only - customer supplies the UV lamp G1367C DE64555924 1200 Series High Performance ALS SL G1315C-B DE63055924 1200 Series Diode-array Detector SL G1316B DE60556110 1200 Series Thermost. Col. Compartm. SL G1312B DE63056179 1260 Binary Pump G1379B JP63702968 1260 Infinity Micro Degasser.
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-01305431 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Sep 19, 2025 • Closed: Oct 30, 2025
Completed with significant delays
Invoiced • 166 days old
🚨
Primary Delay 24.8 days stuck in "Scheduled"
⏱️
Total Delay 31.2 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
3.4d / 0.5d SLA
Scheduled
24.8d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
6.3d / 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


10-29-2025 JR. Cannot close PM work order until repair is completed. Diana Hernandez Guerrero created Amgen WO 81549129 but awaiting corresponding Agilent and EMSAR WOs.

🔧 Work Performed
Agilent HPLC PM completed as per Agilent protocol: HPLC Products Preventative Maintenance Service Checklist.
🔍 Technician Findings
Following pump maintenance, Channel A pump drive operated but solvent flow was not established. Refer to SO 6008180740 for repair details. As found, detector intensity test failed. Replaced UV lamp per site agreement (Agilent p/n 2140-0820, long-life deuterium DAD/MWD lamp with RFID tag), after which intensity test passed. As left, all required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1260-E Contract ends 07/31/2026 includes Repair PM PM only - customer supplies the UV lamp G1367C DE64555924 1200 Series High Performance ALS SL G1315C-B DE63055924 1200 Series Diode-array Detector SL G1316B DE60556110 1200 Series Thermost. Col. Compartm. SL G1312B DE63056179 1260 Binary Pump G1379B JP63702968 1260 Infinity Micro Degasser.
📄 Description
LC 1200 System
📞 Call Description
OCT 2025 LC PM

Timeline

📞
▶
4 Case Linked Sep 19, 4:28 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305431
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
⏳ 3.9 business days
🗓️
▶
2 Status: Scheduled Sep 24, 1:56 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-10-29T15:00:00.000+0000
🚨 25.0 business days
⏱️
▶
2 2x Labor Added Oct 29, 11:26 AM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Jared Rappaport
From: Scheduled
To: Tech On Site
Duration in Previous: 34d 21h
⏱️
▶
2 2x Labor Added Oct 29, 8:56 PM
2x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Jared Rappaport
From: Tech On Site
To: Tech Off Site
Duration in Previous: 9h 30m
⏱️
2x Labor Added Oct 29, 9:30 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
6x Parts Added Oct 30, 7:46 PM
Type: Parts
Status: Open
Qty: 1, 4
🔧
Status: Tech On Site by Jared Rappaport Oct 30, 8:11 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 23h 13m
⏱️
Labor Added Oct 30, 8:17 PM
Type: Labor
Status: Open
Qty: 0.2
✔️
Status: Completed by Jared Rappaport Oct 30, 8:23 PM
From: Tech On Site
To: Completed
Duration in Previous: 12m
⏱️
▶
2 2x Labor Added Oct 30, 9:11 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 48m
📄
Status: Ready to Bill by Hannah Shaw Oct 31, 5:18 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 6m
⚠️ 6.8 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: 3.4 business days (threshold: 4.0 business hours)
Exceeded by 2.9 business days
Scheduled
Duration: 24.8 business days (threshold: 2.0 business days)
Exceeded by 22.8 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.0 business hours
Ready to Bill
Duration: 6.3 business days (threshold: 1.0 business days)
Exceeded by 5.3 business days

🔗 Related Artifacts

📞
Case 00529061
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Oct 29, 11:00 AM
Created
Sep 19, 4:28 PM
Invoice #
SM-246148

Work Details (15)

Name Type Status Qty Amount Date
WL-02987806 Labor Open 0.58333333333333 $0.00 Oct 29, 11:26 AM
WL-02987807 Travel Open 17 $0.00 Oct 29, 11:26 AM
WL-02989048 Labor Open 2.5 $0.00 Oct 29, 8:56 PM
WL-02989053 Labor Open 5 $585.00 Oct 29, 8:56 PM
WL-02989143 Labor Open 0.5 $0.00 Oct 29, 9:30 PM
WL-02989144 Travel Open 17 $0.00 Oct 29, 9:30 PM
WL-02990638 Parts Open 1 $0.00 Oct 30, 7:46 PM
WL-02990639 Parts Open 4 $0.00 Oct 30, 7:46 PM
WL-02990640 Parts Open 1 $0.00 Oct 30, 7:46 PM
WL-02990641 Parts Open 1 $0.00 Oct 30, 7:46 PM
WL-02990642 Parts Open 1 $0.00 Oct 30, 7:46 PM
WL-02990643 Parts Open 1 $0.00 Oct 30, 7:46 PM
WL-02990685 Labor Open 0.2 $0.00 Oct 30, 8:17 PM
WL-02990843 Labor Open 0.8 $0.00 Oct 30, 9:11 PM
WL-02990844 Travel Open 17 $0.00 Oct 30, 9:11 PM

Details