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WO-01310917 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Oct 23, 2025 → Nov 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (10 biz days early)
Active: 13 biz days
🕐 Clock stopped: Completed (Nov 12, 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
2d
▶ Clock Running
Status: Assigned
Oct 23 → Oct 27, 2025
2 business days (counted)
Running total: 2 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Oct 27 → Nov 11, 2025
10 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 11 → Nov 12, 2025
1 business day (counted)
Running total: 13 of ? biz days used
Created: Oct 23, 2025 Completed: Nov 12, 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 27 Assigned ▶ Running 2 2
Oct 27 → Nov 11 Scheduled ▶ Running 10 12
Nov 11 → Nov 12 Tech On Site ▶ Running 1 13
Dispatch 0.0d
Coordinators 14.0d
Field Work 0.2d
Billing 8.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
14.0 days
Over SLA
Field Work
0.2 days
Billing
8.2 days
Over SLA
Created: Oct 23, 2025 Due: Nov 30, 2025 Completed: Nov 12, 2025 (18 days early)
📅
13.2 days Total Age
⏱️
11.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
18.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537675
6008057165
Closed
15K SYS-LC-1290II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7129B DEBA908205 1290 Infinity II Vialsampler G7120A DEBA207934 1290 Infinity II High Speed Pump G7117A DEBAV05486 1290 Infinity II Diode Array Detector FS G7116B DEBA411888 1290 Infinity II Multicolumn Thermostat
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-01310917 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Oct 23, 2025 • Closed: Nov 11, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 11.0 days stuck in "Scheduled"
⏱️
Total Delay 18.7 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
3.0d / 0.5d SLA
Scheduled
11.0d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
8.2d / 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
Completed Agilent HPLC PM as per Agilent protocol: Agilent InfinityLab LC Series Preventative Maintenance Checklist.
🔍 Technician Findings
All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1290II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7129B DEBA908205 1290 Infinity II Vialsampler G7120A DEBA207934 1290 Infinity II High Speed Pump G7117A DEBAV05486 1290 Infinity II Diode Array Detector FS G7116B DEBA411888 1290 Infinity II Multicolumn Thermostat
📄 Description
1290 Infinity II High Speed Pump
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
4 Case Linked Oct 23, 8:25 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01310917
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
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 27, 11:58 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-11T16:00:00.000+0000
🚨 11.0 business days
🔧
▶
2 Status: Tech On Site Nov 11, 10:27 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
3 2x Parts Added Nov 11, 7:04 PM
2x Parts Added → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 3.5, 3.7
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 8h 41m
⏱️
▶
2 2x Labor Added Nov 11, 8:20 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 14m
📄
Status: Ready to Bill by Hannah Shaw Nov 12, 5:40 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 18m
⚠️ 8.8 business days
📨
▶
2 Status: Invoice Pending Nov 24, 6:01 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 8.7 business days
🧾
Invoice Created Dec 8, 5:13 PM
Invoice Number: 247473

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 11.0 business days (threshold: 2.0 business days)
Exceeded by 9.0 business days
Ready to Bill
Duration: 8.2 business days (threshold: 1.0 business days)
Exceeded by 7.2 business days

🔗 Related Artifacts

📞
Case 00537675
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Nov 11, 11:00 AM
Created
Oct 23, 8:26 AM
Invoice #
247473

Work Details (8)

Name Type Status Qty Amount Date
WL-03003063 Labor Open 0.5 $0.00 Nov 11, 10:28 AM
WL-03003064 Travel Open 17 $0.00 Nov 11, 10:28 AM
WL-03003973 Parts Open 1 $0.00 Nov 11, 7:04 PM
WL-03003974 Parts Open 1 $0.00 Nov 11, 7:04 PM
WL-03003975 Labor Open 3.5 $520.00 Nov 11, 7:06 PM
WL-03003976 Labor Open 3.7 $0.00 Nov 11, 7:06 PM
WL-03004074 Labor Open 0.5 $0.00 Nov 11, 8:20 PM
WL-03004075 Travel Open 17 $0.00 Nov 11, 8:20 PM

Details