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Detailed work order timeline, KPIs, and analysis

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WO-01310944 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Oct 23, 2025 → Nov 25, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (1 biz days early)
Active: 22 biz days
🕐 Clock stopped: Completed (Nov 25, 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
19d
▶ Clock Running
Status: Scheduled
Oct 27 → Nov 24, 2025
19 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Reschedule
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Nov 24 → Nov 24, 2025
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 24 → Nov 25, 2025
1 business day (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 22 of ? biz days used
Created: Oct 23, 2025 Completed: Nov 25, 2025
Show SLA Clock Detail (9 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 24 Scheduled ▶ Running 19 21
Nov 24 → Nov 24 Tech On Site ▶ Running 0 21
Nov 24 → Nov 24 Reschedule ▶ Running 0 21
Nov 24 → Nov 24 Tech Off Site ▶ Running 0 21
Nov 24 → Nov 25 Scheduled ▶ Running 1 22
Nov 25 → Nov 25 Tech On Site ▶ Running 0 22
Dispatch 0.0d
Coordinators 25.0d
Field Work 0.8d
Billing 6.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
25.0 days
Over SLA
Field Work
0.8 days
Billing
6.8 days
Over SLA
Created: Oct 23, 2025 Due: Nov 30, 2025 Completed: Nov 25, 2025 (5 days early)
📅
23.0 days Total Age
⏱️
20.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
26.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits (1 reschedule)
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jared Rappaport — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 25, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537699
6008029830
Closed
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7116A DEAEM06363 1260 Infinity II Multicolumn Thermostat G7129A DEAEQ34715 1260 Infinity II Vialsampler G7112B DEAE901143 1260 Infinity II Binary Pump G7115A DEAC611716 1260 Infinity II Diode Array Detector WR
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-01310944 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Oct 23, 2025 • Closed: Nov 25, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 20.0 days stuck in "Scheduled"
⏱️
Total Delay 26.5 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
0.8d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
6.7d / 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

11/24/2025 JR - Customer requested that schedule date for this WO be swapped with WO-01310946.

🔧 Work Performed
HPLC PM completed per Agilent protocol: Agilent InfinityLab LC Series Preventative Maintenance Checklist
🔍 Technician Findings
As found, intensity test failed. Per site agreement lamp was replaced after which test passed Agilent specifications as did all other required tests. All parts replaced with like for like parts.
⚠️ Problem Description
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7116A DEAEM06363 1260 Infinity II Multicolumn Thermostat G7129A DEAEQ34715 1260 Infinity II Vialsampler G7112B DEAE901143 1260 Infinity II Binary Pump G7115A DEAC611716 1260 Infinity II Diode Array Detector WR
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
4 Case Linked Oct 23, 9:08 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01310944
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, 12:05 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-24T16:00:00.000+0000
🚨 20.0 business days
🔧
Status: Tech On Site by Jared Rappaport Nov 24, 10:45 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 27d 23h
🔄
▶
2 Status: Reschedule Nov 24, 11:07 AM
Status: Reschedule → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-25T16:00:00.000+0000
🔧
Status: Tech On Site by Jared Rappaport Nov 25, 10:32 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 23h 24m
⏱️
2x Labor Added Nov 25, 10:41 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
3 3x Parts Added Nov 25, 4:30 PM
3x Parts Added → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 4, 1.5
✔️
Status: Completed by Jared Rappaport
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 6h 1m, 0m
📄
Status: Ready to Bill by Hannah Shaw Nov 26, 1:01 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 26m
⚠️ 7.0 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: 20.0 business days (threshold: 2.0 business days)
Exceeded by 18.0 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours
Ready to Bill
Duration: 6.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business days

🔗 Related Artifacts

📞
Case 00537699
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Nov 25, 11:00 AM
Created
Oct 23, 9:09 AM
Invoice #
SM-248486

Work Details (7)

Name Type Status Qty Amount Date
WL-03019494 Labor Open 0.5 $0.00 Nov 25, 10:41 AM
WL-03019495 Travel Open 17 $0.00 Nov 25, 10:41 AM
WL-03020054 Parts Open 1 $0.00 Nov 25, 4:30 PM
WL-03020055 Parts Open 1 $0.00 Nov 25, 4:30 PM
WL-03020056 Parts Open 1 $0.00 Nov 25, 4:30 PM
WL-03020059 Labor Open 4 $520.00 Nov 25, 4:33 PM
WL-03020060 Labor Open 1.5 $0.00 Nov 25, 4:33 PM

Details