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WO-01310934 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Oct 23, 2025 → Nov 21, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (3 biz days early)
Active: 20 biz days
🕐 Clock stopped: Completed (Nov 21, 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
18d
▶ Clock Running
Status: Scheduled
Oct 27 → Nov 21, 2025
18 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 21 → Nov 21, 2025
0 business days (counted)
Running total: 20 of ? biz days used
Created: Oct 23, 2025 Completed: Nov 21, 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 21 Scheduled ▶ Running 18 20
Nov 21 → Nov 21 Tech On Site ▶ Running 0 20
Dispatch 0.0d
Coordinators 22.0d
Field Work 0.8d
Billing 8.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
22.0 days
Over SLA
Field Work
0.8 days
Billing
8.2 days
Over SLA
Created: Oct 23, 2025 Due: Nov 30, 2025 Completed: Nov 21, 2025 (9 days early)
📅
21.0 days Total Age
⏱️
19.0d 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 #00537688
6008025895
Closed
15K SYS-LC-1260IIE Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7111A DEAEY02788 1260 Infinity II Quaternary Pump VL G7129A DEAEQ33085 1260 Infinity II Vialsampler G7116A DEAED18923 1260 Infinity II Multicolumn Thermostat G7162A DEAC904892 1260 Infinity II RI detector G7115A DEAC610951 1260 Infinity II Diode Array Detector WR G4208A MY20105584 1200 Infinity Series Instant Pilot G4761A DEBBP19116 Upgrade InfinityLab Sample 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-01310934 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Oct 23, 2025 • Closed: Nov 21, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 19.0 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
19.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.2d / 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
HPLC PM completed as per Agilent protocol: Agilent InfinityLab LC Series Preventative Maintenance Checklist.
🔍 Technician Findings
All parts replaced with like for like. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1260IIE Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7111A DEAEY02788 1260 Infinity II Quaternary Pump VL G7129A DEAEQ33085 1260 Infinity II Vialsampler G7116A DEAED18923 1260 Infinity II Multicolumn Thermostat G7162A DEAC904892 1260 Infinity II RI detector G7115A DEAC610951 1260 Infinity II Diode Array Detector WR G4208A MY20105584 1200 Infinity Series Instant Pilot G4761A DEBBP19116 Upgrade InfinityLab Sample Thermostat
📄 Description
1260 Infinity II Quaternary Pump VL
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
4 Case Linked Oct 23, 8:56 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01310934
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, 11:59 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-21T16:00:00.000+0000
🚨 19.0 business days
🔧
▶
2 Status: Tech On Site Nov 21, 11:13 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 2x Labor Added Nov 21, 4:02 PM
2x Labor Added → 2x Parts Added
🔩
2x Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Jared Rappaport Nov 21, 4:09 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 55m
⏱️
▶
2 2x Labor Added Nov 21, 5:17 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 10m
⏳ 1.8 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 24, 5:22 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 0h
⚠️ 8.8 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: 19.0 business days (threshold: 2.0 business days)
Exceeded by 17.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.7 business hours
Ready to Bill
Duration: 8.2 business days (threshold: 1.0 business days)
Exceeded by 7.2 business days

🔗 Related Artifacts

📞
Case 00537688
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Nov 21, 11:00 AM
Created
Oct 23, 8:56 AM
Invoice #
SM-248486

Work Details (8)

Name Type Status Qty Amount Date
WL-03016230 Labor Open 0.5 $0.00 Nov 21, 11:14 AM
WL-03016231 Travel Open 17 $0.00 Nov 21, 11:14 AM
WL-03016705 Labor Open 3 $585.00 Nov 21, 4:02 PM
WL-03016706 Labor Open 1.5 $0.00 Nov 21, 4:02 PM
WL-03016709 Parts Open 1 $0.00 Nov 21, 4:03 PM
WL-03016710 Parts Open 1 $0.00 Nov 21, 4:03 PM
WL-03016918 Labor Open 0.5 $0.00 Nov 21, 5:17 PM
WL-03016919 Travel Open 17 $0.00 Nov 21, 5:17 PM

Details