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WO-01310952 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Oct 23, 2025 → Nov 19, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (5 biz days early)
Active: 18 biz days
🕐 Clock stopped: Completed (Nov 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
2d
▶ Clock Running
Status: Assigned
Oct 23 → Oct 27, 2025
2 business days (counted)
Running total: 2 of ? biz days used
16d
▶ Clock Running
Status: Scheduled
Oct 27 → Nov 19, 2025
16 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 18 of ? biz days used
Created: Oct 23, 2025 Completed: Nov 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 → Nov 19 Scheduled ▶ Running 16 18
Nov 19 → Nov 19 Tech On Site ▶ Running 0 18
Dispatch 0.0d
Coordinators 20.0d
Field Work 0.6d
Billing 10.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
20.0 days
Over SLA
Field Work
0.6 days
Billing
10.3 days
Over SLA
Created: Oct 23, 2025 Due: Nov 30, 2025 Completed: Nov 19, 2025 (11 days early)
📅
19.0 days Total Age
⏱️
17.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
27.2d 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 #00537707
6008029911
Closed
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7116A DEAEM06767 1260 Infinity II Multicolumn Thermostat G7117C DEAEK07488 1260 Infinity II Diode Array Detector HS G7167A DEAGY01788 1260 Infinity II Multisampler G7111B DEAEVO2189 1260 Infinity II Quaternary 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-01310952 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Oct 23, 2025 • Closed: Nov 19, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 17.0 days stuck in "Scheduled"
⏱️
Total Delay 27.2 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
17.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
10.3d / 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 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-1260II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7116A DEAEM06767 1260 Infinity II Multicolumn Thermostat G7117C DEAEK07488 1260 Infinity II Diode Array Detector HS G7167A DEAGY01788 1260 Infinity II Multisampler G7111B DEAEVO2189 1260 Infinity II Quaternary Pump
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
4 Case Linked Oct 23, 9:28 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01310952
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, 12:07 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-19T16:00:00.000+0000
🚨 17.0 business days
🔧
▶
2 Status: Tech On Site Nov 19, 11:21 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.66666666666667, 17
🔩
▶
3 4x Parts Added Nov 19, 3:41 PM
4x Parts Added → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 3.5, 0.5
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 4h 24m
🏁
Status: Closed by Jared Rappaport Nov 19, 3:49 PM
From: Completed
To: Closed
Duration in Previous: 3m
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 20, 4:47 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h
🚨 10.9 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: 17.0 business days (threshold: 2.0 business days)
Exceeded by 15.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.2 business hours
Ready to Bill
Duration: 10.3 business days (threshold: 1.0 business days)
Exceeded by 9.3 business days

🔗 Related Artifacts

📞
Case 00537707
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Nov 19, 11:00 AM
Created
Oct 23, 9:28 AM
Invoice #
SM-248486

Work Details (8)

Name Type Status Qty Amount Date
WL-03013004 Labor Open 0.66666666666667 $0.00 Nov 19, 11:23 AM
WL-03013005 Travel Open 17 $0.00 Nov 19, 11:23 AM
WL-03013334 Parts Open 1 $0.00 Nov 19, 3:41 PM
WL-03013335 Parts Open 2 $0.00 Nov 19, 3:41 PM
WL-03013336 Parts Open 2 $0.00 Nov 19, 3:41 PM
WL-03013337 Parts Open 1 $0.00 Nov 19, 3:41 PM
WL-03013339 Labor Open 3.5 $520.00 Nov 19, 3:43 PM
WL-03013340 Labor Open 0.5 $0.00 Nov 19, 3:43 PM

Details