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← WO Overview

WO-01310925 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Oct 23, 2025 → Dec 19, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✗ SLA Missed (15 biz days late)
Active: 38 biz days
🕐 Clock stopped: Completed (Dec 19, 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
▶ Clock Running
Status: Assigned
Oct 23 → Oct 27, 2025
2 business days (counted)
Running total: 2 of ? biz days used
36d
▶ Clock Running
Status: Scheduled
Oct 27 → Dec 19, 2025
36 business days (counted)
Running total: 38 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 19 → Dec 19, 2025
0 business days (counted)
Running total: 38 of ? biz days used
Created: Oct 23, 2025 Completed: Dec 19, 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 → Dec 19 Scheduled ▶ Running 36 38
Dec 19 → Dec 19 Tech On Site ▶ Running 0 38
Dispatch 0.0d
Coordinators 40.0d
Field Work 0.8d
Billing 8.4d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
40.0 days
Over SLA
Field Work
0.8 days
Billing
8.4 days
Over SLA
Created: Oct 23, 2025 Due: Nov 30, 2025 Completed: Dec 19, 2025 (18 days late)
📅
39.0 days Total Age
⏱️
37.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
46.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537683
6008029825
Closed
15K SYS-LC-1290II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7117A DEBAV01208 1290 Infinity II Diode Array Detector FS G7116B DEBA402210 1290 Infinity II Multicolumn Thermostat G7167B DEBAQ02166 1290 Infinity II Multisampler G7104A DEBA300147 1290 Infinity II Flexible Pump.
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-01310925 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Oct 23, 2025 • Closed: Dec 19, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 37.0 days stuck in "Scheduled"
⏱️
Total Delay 46.0 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
37.0d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
2.2d / 1.0d SLA
Ready to Bill
8.4d / 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 11-12-2-2025 JR Customer requested that WO be postponed until after Dec 5. ULS Diana Hernandez Guerrero complied with customer request.
🔧 Work Performed
HPLC PM completed as per Agilent protocol: InfinityLab LC Series Preventative Maintenance Checklist
🔍 Technician Findings
Per Agilent internal IKB, Classic Pump Head was upgraded to EM Pump Head during contract-covered PM. All replacement parts used like for like. All required tests passed Agilent specifications. TBD Parts: Agilent P/N G4204-60300, Easy Maintenance Pump Head Quat, Quantity 1, Agilent P/N 0515-6154, Screw-Socket-HD-Cap Hex-Recess M5 X 0.8 40, Quantity 4, AGilent P/N G4267-87020, Needle seat, ultra low dispersion, 0.075 mm ID capillary, for G7167 Multisampler, Quantity 1.
⚠️ Problem Description
15K SYS-LC-1290II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7117A DEBAV01208 1290 Infinity II Diode Array Detector FS G7116B DEBA402210 1290 Infinity II Multicolumn Thermostat G7167B DEBAQ02166 1290 Infinity II Multisampler G7104A DEBA300147 1290 Infinity II Flexible Pump.
📄 Description
Agilent - G7104A 1290 Infinity III Flexible Pump
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
4 Case Linked Oct 23, 8:41 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01310925
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
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 27, 12:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-18T16:00:00.000+0000
🚨 12.0 business days
📅
Dispatch Scheduled by Jared Rappaport Nov 12, 7:08 PM
Scheduled For: 2025-12-15T16:00:00.000+0000
⚠️ 6.6 business days
📅
Dispatch Scheduled by Jared Rappaport Nov 20, 5:07 PM
Scheduled For: 2025-12-19T16:00:00.000+0000
🚨 19.9 business days
🔧
▶
2 Status: Tech On Site Dec 19, 10:49 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
2 7x Parts Added Dec 19, 4:36 PM
7x Parts Added → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 4.5
⏱️
Labor Added Dec 19, 4:45 PM
Type: Labor
Status: Open
Qty: 0.91666666666667
✔️
Status: Completed by Jared Rappaport Dec 19, 4:52 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 3m
⏱️
▶
2 2x Labor Added Dec 19, 5:35 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 42m
⏳ 2.8 business days
📄
Status: Ready to Bill by Hannah Shaw Dec 23, 4:01 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 22h
⚠️ 9.0 business days
📨
▶
3 Status: Invoice Pending Jan 6, 4:26 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-250617
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 37.0 business days (threshold: 2.0 business days)
Exceeded by 35.0 business days
Closed
Duration: 2.2 business days (threshold: 1.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 8.4 business days (threshold: 1.0 business days)
Exceeded by 7.4 business days

🔗 Related Artifacts

📞
Case 00537683
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 19, 11:00 AM
Created
Oct 23, 8:42 AM
Invoice #
SM-250617

Work Details (13)

Name Type Status Qty Amount Date
WL-03043282 Labor Open 0.5 $0.00 Dec 19, 10:50 AM
WL-03043283 Travel Open 17 $0.00 Dec 19, 10:50 AM
WL-03043804 Parts Open 1 $0.00 Dec 19, 4:36 PM
WL-03043805 Parts Open 1 $0.00 Dec 19, 4:36 PM
WL-03043806 Parts Open 4 $0.00 Dec 19, 4:36 PM
WL-03043807 Parts Open 1 $0.00 Dec 19, 4:36 PM
WL-03043808 Parts Open 1 $0.00 Dec 19, 4:36 PM
WL-03043809 Parts Open 1 $0.00 Dec 19, 4:36 PM
WL-03043810 Parts Open 1 $0.00 Dec 19, 4:36 PM
WL-03043811 Labor Open 4.5 $520.00 Dec 19, 4:37 PM
WL-03043822 Labor Open 0.91666666666667 $0.00 Dec 19, 4:45 PM
WL-03043920 Labor Open 0.66666666666667 $0.00 Dec 19, 5:35 PM
WL-03043921 Travel Open 17 $0.00 Dec 19, 5:35 PM

Details