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WO-01310946 ↗ 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
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 25, 2025
1 business day (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Reschedule
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 25 → Nov 26, 2025
1 business day (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 (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 25 Tech On Site ▶ Running 1 22
Nov 25 → Nov 25 Tech Off Site ▶ Running 0 22
Nov 25 → Nov 25 Reschedule ▶ Running 0 22
Nov 25 → Nov 26 Scheduled ▶ Running 1 23
Nov 26 → Nov 26 Tech On Site ▶ Running 0 23
Dispatch 0.0d
Coordinators 25.0d
Field Work 1.0d
Billing 6.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
25.0 days
Over SLA
Field Work
1.0 days
Billing
6.7 days
Over SLA
Created: Oct 23, 2025 Due: Nov 30, 2025 Completed: Nov 26, 2025 (4 days early)
📅
24.0 days Total Age
⏱️
20.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
26.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 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 24, 2025
Visit 2 Nov 26, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537702
6008029829
Closed
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7112B DEAE901160 1260 Infinity II Binary Pump G7129A DEAEQ34895 1260 Infinity II Vialsampler G7115A DEAC611696 1260 Infinity II Diode Array Detector WR G7116A DEAEM06415 1260 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-01310946 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Oct 23, 2025 • Closed: Nov 26, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 20.0 days stuck in "Scheduled"
⏱️
Total Delay 26.2 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
1.0d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
0.0d / 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 Alejandra Gallegos requested that schedule date be swapped with WO-01310928.


11/24/2025 JR. Submitted two repair requests to ULS Diana Hernandez Guerrero (Amgen WO 81912378 & 81914210). Awaiting corresponding EMSAR work orders. PM cannot be completed until repairs are complete.

🔧 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 parts. After maintenance, repairs were required. Reference SO 6008242748 and SO 6008243532. UV lamp found defective and was replaced per site agreement. As left, all required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7112B DEAE901160 1260 Infinity II Binary Pump G7129A DEAEQ34895 1260 Infinity II Vialsampler G7115A DEAC611696 1260 Infinity II Diode Array Detector WR G7116A DEAEM06415 1260 Infinity II Multicolumn Thermostat
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
4 Case Linked Oct 23, 9:17 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01310946
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 Dispatch Scheduled Oct 27, 12:06 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jared Rappaport
From: Assigned
To: Scheduled
Duration in Previous: 4d 2h
🚨 20.0 business days
📅
▶
3 Dispatch Scheduled Nov 24, 11:10 AM
Dispatch Scheduled → Status: Tech On Site → 2x Labor Added
🔧
Status: Tech On Site by Jared Rappaport
From: Scheduled
To: Tech On Site
Duration in Previous: 28d 0h
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
3 3x Parts Added Nov 24, 6:59 PM
3x Parts Added → 2x Labor Added → Status: Tech Off Site
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 4, 3.5
🚗
Status: Tech Off Site by Jared Rappaport
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 51m
🔄
▶
2 Status: Reschedule Nov 24, 7:05 PM
Status: Reschedule → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-26T22:00:00.000+0000
⏱️
2x Labor Added Nov 24, 7:53 PM
Type: Labor, Travel
Status: Open
Qty: 0.8, 17
⏳ 2.5 business days
🔧
Status: Tech On Site by Jared Rappaport Nov 26, 12:34 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 17h
⏱️
▶
2 Labor Added Nov 26, 12:42 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 10m
🏁
Status: Closed by Jared Rappaport Nov 26, 12:51 PM
From: Completed
To: Closed
Duration in Previous: 5m
📄
Status: Ready to Bill by Hannah Shaw Nov 26, 1:14 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23m
⚠️ 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
Ready to Bill
Duration: 6.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business days

🔗 Related Artifacts

📞
Case 00537702
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Nov 26, 5:00 PM
Created
Oct 23, 9:18 AM
Invoice #
SM-248486

Work Details (10)

Name Type Status Qty Amount Date
WL-03018367 Labor Open 0.5 $0.00 Nov 24, 11:14 AM
WL-03018368 Travel Open 17 $0.00 Nov 24, 11:14 AM
WL-03019076 Parts Open 1 $0.00 Nov 24, 6:59 PM
WL-03019075 Parts Open 1 $0.00 Nov 24, 6:59 PM
WL-03019077 Parts Open 1 $0.00 Nov 24, 6:59 PM
WL-03019085 Labor Open 4 $520.00 Nov 24, 7:03 PM
WL-03019086 Labor Open 3.5 $0.00 Nov 24, 7:03 PM
WL-03019136 Labor Open 0.8 $0.00 Nov 24, 7:53 PM
WL-03019137 Travel Open 17 $0.00 Nov 24, 7:53 PM
WL-03020903 Labor Open 0.33333333333333 $0.00 Nov 26, 12:42 PM

Details