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← WO Overview

WO-01310911 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

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

Oct 23, 2025 → Oct 24, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Oct 29, 2025
✓ SLA Met (3 biz days early)
Active: 1 biz days
🕐 Clock stopped: Completed (Oct 24, 2025)
▶ Clock Running
Status: Created
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Assigned
Oct 23 → Oct 23, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Oct 23 → Oct 24, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Tech On Site
Oct 24 → Oct 24, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Oct 23, 2025 Completed: Oct 24, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 23 → Oct 23 Created ▶ Running 0 0
Oct 23 → Oct 23 Ready for Scheduling ▶ Running 0 0
Oct 23 → Oct 23 Assigned ▶ Running 0 0
Oct 23 → Oct 24 Scheduled ▶ Running 1 1
Oct 24 → Oct 24 Tech On Site ▶ Running 0 1
Dispatch 0.0d
Coordinators 2.4d
Field Work 0.2d
Billing 11.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.4 days
Over SLA
Field Work
0.2 days
Billing
11.3 days
Over SLA
Created: Oct 23, 2025 Due: Oct 29, 2025 Completed: Oct 24, 2025 (5 days early)
📅
2.0 days Total Age
⏱️
11.3d 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 #00537673
6008164754
Closed
15K SYS-LC-1200 Repair WO81360476:RED ERROR LIGHT ON
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Oct 23, 2025
Work Orders from this Case (1)
WO-01310911 (current) Invoiced
Repair • Jared Rappaport
Created: Oct 23, 2025 • Closed: Oct 24, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 11.3 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
1.0d / 0.5d SLA
Scheduled
1.4d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
0.2d / 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
Repaired Agilent Degasser model G1379B
🔍 Technician Findings
Found degasser error light on. Unstacked solvent tray and degasser module. Opened degasser and inspected; found defective vacuum tubing. Replaced tubing, reassembled degasser, and restacked modules. Ran degasser for 40 minutes - operated as expected and error light did not reoccur.
⚠️ Problem Description
15K SYS-LC-1200 Repair WO81360476:RED ERROR LIGHT ON
📄 Description
1200 Series micro-vacuum degasser
📞 Call Description
OCT 2025 LC REPAIR

Timeline

📞
▶
4 Case Linked Oct 23, 8:16 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01310911
Type: Repair
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
🗓️
▶
2 Status: Scheduled Oct 23, 5:09 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-10-24T15:00:00.000+0000
⏱️
2x Labor Added Oct 24, 11:30 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔧
▶
2 Status: Tech On Site Oct 24, 2:43 PM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Parts
Status: Open
Qty: 3.5, 1
✔️
Status: Completed by Jared Rappaport Oct 24, 2:49 PM
From: Tech On Site
To: Completed
Duration in Previous: 5m
⏱️
▶
2 2x Labor Added Oct 24, 4:09 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 21m
📄
Status: Ready to Bill by Hannah Shaw Oct 24, 5:33 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1h 22m
🚨 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: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.0 business hours
Ready to Bill
Duration: 11.3 business days (threshold: 1.0 business days)
Exceeded by 10.3 business days

🔗 Related Artifacts

📞
Case 00537673
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Jared Rappaport
Scheduled
Oct 24, 11:00 AM
Created
Oct 23, 8:17 AM
Invoice #
SM-246148

Work Details (6)

Name Type Status Qty Amount Date
WL-02982994 Labor Open 0.5 $0.00 Oct 24, 11:30 AM
WL-02982995 Travel Open 17 $0.00 Oct 24, 11:30 AM
WL-02983391 Labor Open 3.5 $455.00 Oct 24, 2:47 PM
WL-02983392 Parts Open 1 $0.00 Oct 24, 2:47 PM
WL-02983558 Labor Open 0.5 $0.00 Oct 24, 4:09 PM
WL-02983561 Travel Open 17 $0.00 Oct 24, 4:09 PM

Details