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WO-01307610 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • P4

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

Oct 3, 2025 → Oct 3, 2025

✅ Completed
P4
SLA Clock
4 business days from creation · Target: Oct 9, 2025
✓ SLA Met (4 biz days early)
Active: 0 biz days
Budget: 4 biz days
🕐 Clock stopped: Completed (Oct 3, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
0d
▶ Clock Running
Status: Assigned
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
0d
▶ Clock Running
Status: Scheduled
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
0d
▶ Clock Running
Status: Tech On Site
Oct 3 → Oct 3, 2025
0 business days (counted)
Running total: 0 of 4 biz days used
Created: Oct 3, 2025 Completed: Oct 3, 2025
Business Days Used 0 / 4
0 4d budget
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 3 → Oct 3 Created ▶ Running 0 0 / 4
Oct 3 → Oct 3 Ready for Scheduling ▶ Running 0 0 / 4
Oct 3 → Oct 3 Assigned ▶ Running 0 0 / 4
Oct 3 → Oct 3 Scheduled ▶ Running 0 0 / 4
Oct 3 → Oct 3 Tech On Site ▶ Running 0 0 / 4
Dispatch 0.0d
Coordinators 0.4d
Field Work 0.8d
Billing 11.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
0.4 days
Field Work
0.8 days
Billing
11.6 days
Over SLA
Created: Oct 3, 2025 Due: Oct 9, 2025 Completed: Oct 3, 2025 (6 days early)
📅
1.0 days Total Age
⏱️
11.5d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
10.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00532602
6008120126
Closed
15K SYS-LC-1200-E Repair DEGASSER GIVING ERROR WO 81103537
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Oct 2, 2025
Work Orders from this Case (1)
WO-01307610 (current) Invoiced
Repair • Jared Rappaport
Created: Oct 3, 2025 • Closed: Oct 3, 2025
Completed with significant delays
Invoiced • 152 days old
🚨
Primary Delay 11.5 days stuck in "Ready to Bill"
⏱️
Total Delay 10.8 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
0.1d / 0.5d SLA
Scheduled
0.2d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
11.5d / 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
Repaired Agilent Degasser model G1322A.
🔍 Technician Findings
Upon arrival, I observed the red error light on the degasser as reported by the customer. I unstacked the solvent tray and degasser, opened the module, and inspected the internal components. I found defective vacuum tubing and replaced the tubing, then reassembled the degasser and restacked the modules. The degasser was run for one hour with no error light observed. I operated the pump with solvent flow; no visible gas bubbles were present and pump ripple was within expected limits. Note that part consumed not found in ServiceMax: Agilent P/N G1322-60002, Vacuum Tubing Kit for G1322A, Quantity 1.
⚠️ Problem Description
15K SYS-LC-1200-E Repair DEGASSER GIVING ERROR WO 81103537
📄 Description
Agilent - G1322A-A - standard degasser

Timeline

📞
Case Linked Oct 2, 5:13 PM
Case Number: 00532602
Subject: 6008120126
Status: Closed
📋
▶
3 Work Order Created Oct 3, 8:52 AM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
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
🗓️
▶
2 Status: Scheduled Oct 3, 9:55 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-10-03T16:00:00.000+0000
🔧
▶
2 Status: Tech On Site Oct 3, 11:55 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
2x Labor Added Oct 3, 2:42 PM
Type: Labor, Parts
Status: Open
Qty: 3, 1
✔️
Status: Completed by Jared Rappaport Oct 3, 2:49 PM
From: Tech On Site
To: Completed
Duration in Previous: 2h 54m
⏱️
▶
2 Labor Added Oct 3, 5:09 PM
Labor Added → Travel Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 17
🏁
Status: Closed by Jared Rappaport Oct 3, 6:17 PM
From: Completed
To: Closed
Duration in Previous: 3h 27m
⏳ 1.7 business days
📄
Status: Ready to Bill by Hannah Shaw Oct 6, 3:37 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 21h
🚨 12.0 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

Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Ready to Bill
Duration: 11.5 business days (threshold: 1.0 business days)
Exceeded by 10.5 business days

🔗 Related Artifacts

📞
Case 00532602
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P4
Type
Repair
Branch
N/A
Technician
Jared Rappaport
Scheduled
Oct 3, 12:00 PM
Created
Oct 3, 8:52 AM
Invoice #
SM-244382

Work Details (6)

Name Type Status Qty Amount Date
WL-02958934 Labor Open 0.5 $0.00 Oct 3, 11:56 AM
WL-02958935 Travel Open 17 $0.00 Oct 3, 11:56 AM
WL-02959273 Labor Open 3 $390.00 Oct 3, 2:42 PM
WL-02959274 Parts Open 1 $0.00 Oct 3, 2:42 PM
WL-02959583 Labor Open 0.66666666666667 $0.00 Oct 3, 5:09 PM
WL-02959585 Travel Open 17 $0.00 Oct 3, 5:10 PM

Details