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WO-01310928 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Oct 23, 2025 → Nov 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met
Active: 23 biz days
🕐 Clock stopped: Completed (Nov 26, 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
21d
▶ Clock Running
Status: Scheduled
Oct 27 → Nov 26, 2025
21 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 26 → Nov 26, 2025
0 business days (counted)
Running total: 23 of ? biz days used
Created: Oct 23, 2025 Completed: Nov 26, 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 26 Scheduled ▶ Running 21 23
Nov 26 → Nov 26 Tech On Site ▶ Running 0 23
Dispatch 0.0d
Coordinators 25.0d
Field Work 0.7d
Billing 5.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
25.0 days
Over SLA
Field Work
0.7 days
Billing
5.3 days
Over SLA
Created: Oct 23, 2025 Due: Nov 30, 2025 Completed: Nov 26, 2025 (4 days early)
📅
24.0 days Total Age
⏱️
22.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
26.9d 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 #00537686
6008029826
Closed
15K SYS-LC-1290II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7117A DEBAV02309 1290 Infinity II Diode Array Detector FS G7116B DEBA404794 1290 Infinity II Multicolumn Thermostat G7167B DEBAQ03670 1290 Infinity II Multisampler G7120A DEBAY02452 1290 Infinity II High Speed 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-01310928 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Oct 23, 2025 • Closed: Nov 26, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 22.0 days stuck in "Scheduled"
⏱️
Total Delay 26.9 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
22.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
5.3d / 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
PM completed per Agilent protocol: Agilent InfinityLab LC Series Preventative Maintenance Checklist.
🔍 Technician Findings
All parts replaced with like for like parts. UV lamp found defective and replaced with like for like part as part of PM per Site Agreement. 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 G7117A DEBAV02309 1290 Infinity II Diode Array Detector FS G7116B DEBA404794 1290 Infinity II Multicolumn Thermostat G7167B DEBAQ03670 1290 Infinity II Multisampler G7120A DEBAY02452 1290 Infinity II High Speed Pump
📄 Description
1290 Infinity II High Speed Pump
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
4 Case Linked Oct 23, 8:46 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01310928
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, 12:03 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-14T16:00:00.000+0000
🚨 12.0 business days
📅
Dispatch Scheduled by Jared Rappaport Nov 12, 7:09 PM
Scheduled For: 2025-11-26T16:00:00.000+0000
🚨 10.6 business days
🔧
Status: Tech On Site by Jared Rappaport Nov 26, 12:52 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 30d 1h
⏱️
▶
2 6x Labor Added Nov 26, 5:10 PM
6x Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 4h 20m
⏱️
▶
2 2x Labor Added Nov 26, 6:15 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 2m
⏳ 1.7 business days
📄
Status: Ready to Bill by Hannah Shaw Dec 1, 4:36 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 22h
⚠️ 5.9 business days
📨
▶
3 Status: Invoice Pending Dec 8, 3:42 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-248486

Bottlenecks

Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 22.0 business days (threshold: 2.0 business days)
Exceeded by 20.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours
Ready to Bill
Duration: 5.3 business days (threshold: 1.0 business days)
Exceeded by 4.3 business days

🔗 Related Artifacts

📞
Case 00537686
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Nov 26, 11:00 AM
Created
Oct 23, 8:47 AM
Invoice #
SM-248486

Work Details (8)

Name Type Status Qty Amount Date
WL-03021235 Labor Open 2 $520.00 Nov 26, 5:10 PM
WL-03021236 Labor Open 2 $0.00 Nov 26, 5:10 PM
WL-03021237 Parts Open 1 $0.00 Nov 26, 5:10 PM
WL-03021238 Parts Open 1 $0.00 Nov 26, 5:10 PM
WL-03021239 Parts Open 1 $0.00 Nov 26, 5:10 PM
WL-03021240 Parts Open 1 $0.00 Nov 26, 5:10 PM
WL-03021292 Labor Open 0.91666666666667 $0.00 Nov 26, 6:15 PM
WL-03021293 Travel Open 17 $0.00 Nov 26, 6:15 PM

Details