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WO-01305919 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Sep 24, 2025 → Sep 25, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 31, 2025
✓ SLA Met (25 biz days early)
Active: 1 biz days
🕐 Clock stopped: Completed (Sep 25, 2025)
▶ Clock Running
Status: Created
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Sep 24 → Sep 24, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Sep 24 → Sep 25, 2025
1 business day (counted)
Running total: 1 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 25, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Sep 24, 2025 Completed: Sep 25, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Sep 24 → Sep 24 Created ▶ Running 0 0
Sep 24 → Sep 24 Ready for Scheduling ▶ Running 0 0
Sep 24 → Sep 24 Assigned ▶ Running 0 0
Sep 24 → Sep 25 Scheduled ▶ Running 1 1
Sep 25 → Sep 25 Tech On Site ▶ Running 0 1
Dispatch 0.0d
Coordinators 2.3d
Field Work 0.9d
Billing 7.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.3 days
Field Work
0.9 days
Billing
7.6 days
Over SLA
Created: Sep 24, 2025 Due: Oct 31, 2025 Completed: Sep 25, 2025 (36 days early)
📅
2.0 days Total Age
⏱️
6.4d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
5.5d 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

Open in Salesforce →
🎫
Case #00529922
6007880350
Closed
15L SYS-LC-1290-E Contract ends 07/31/2025 includes Repair PM PM only - customer supplies the UV lamp G1321A DE11102934 1200 Series Fluorescence Detector G1330B-B DE84969480 1200 Cooled Thermostatted ALS G1316C DE93000426 1290 Thermostatted Column Compartment G4212A DE93000361 1290 Infinity Diode-Array Detector G4220A DE92900988 1290 Infinity Binary Pump G4226A DE93000410 1290 Infinity Autosampler
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Sep 24, 2025
Work Orders from this Case (1)
WO-01305919 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Sep 24, 2025 • Closed: Sep 25, 2025
Completed with minor delays
Invoiced • 161 days old
🚨
Primary Delay 6.4 days stuck in "Ready to Bill"
⏱️
Total Delay 5.5 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
0.3d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
6.4d / 1.0d SLA
Invoice Pending
1.2d / 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
15L SYS-LC-1290-E Contract ends 07/31/2025 includes Repair PM PM only - customer supplies the UV lamp G1321A DE11102934 1200 Series Fluorescence Detector G1330B-B DE84969480 1200 Cooled Thermostatted ALS G1316C DE93000426 1290 Thermostatted Column Compartment G4212A DE93000361 1290 Infinity Diode-Array Detector G4220A DE92900988 1290 Infinity Binary Pump G4226A DE93000410 1290 Infinity Autosampler
📄 Description
1290 Infinity Binary Pump
📞 Call Description
OCT 2025 LC PM

Timeline

📞
▶
4 Case Linked Sep 24, 8:59 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01305919
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: a0hVU000000hjebYAA, Jared Rappaport
🗓️
▶
2 Status: Scheduled Sep 24, 11:17 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-09-26T15:00:00.000+0000
📅
Dispatch Scheduled by Jared Rappaport Sep 25, 10:51 AM
Scheduled For: 2025-09-25T16:00:00.000+0000
🔧
▶
2 Status: Tech On Site Sep 25, 11:31 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.66666666666667, 17
🔩
▶
2 5x Parts Added Sep 25, 5:51 PM
5x Parts Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3
✔️
Status: Completed by Jared Rappaport Sep 25, 5:59 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 28m
⏱️
▶
2 2x Labor Added Sep 25, 6:44 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 46m
📄
Status: Ready to Bill by Hannah Shaw Sep 26, 4:58 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 13m
⚠️ 6.9 business days
📨
Status: Invoice Pending by Hannah Shaw Oct 6, 6:06 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 10d 1h
💰
Status: Invoiced by Hannah Shaw Oct 7, 1:54 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 19h 47m
🧾
Invoice Created Oct 7, 3:32 PM
Invoice Number: SM-243053

Bottlenecks

Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Ready to Bill
Duration: 6.4 business days (threshold: 1.0 business days)
Exceeded by 5.4 business days

🔗 Related Artifacts

📞
Case 00529922
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Sep 25, 12:00 PM
Created
Sep 24, 9:00 AM
Invoice #
SM-243053

Work Details (10)

Name Type Status Qty Amount Date
WL-02949030 Labor Open 0.66666666666667 $0.00 Sep 25, 11:34 AM
WL-02949031 Travel Open 17 $0.00 Sep 25, 11:34 AM
WL-02949593 Parts Open 1 $0.00 Sep 25, 5:51 PM
WL-02949594 Parts Open 1 $0.00 Sep 25, 5:51 PM
WL-02949595 Parts Open 4 $0.00 Sep 25, 5:51 PM
WL-02949596 Parts Open 1 $0.00 Sep 25, 5:51 PM
WL-02949597 Labor Open 3 $585.00 Sep 25, 5:51 PM
WL-02949603 Labor Open 3 $0.00 Sep 25, 5:55 PM
WL-02949760 Labor Open 0.75 $0.00 Sep 25, 6:44 PM
WL-02949761 Travel Open 17 $0.00 Sep 25, 6:44 PM

Details