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WO-01310961 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Oct 23, 2025 → Nov 17, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (7 biz days early)
Active: 16 biz days
🕐 Clock stopped: Completed (Nov 17, 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
14d
▶ Clock Running
Status: Scheduled
Oct 27 → Nov 17, 2025
14 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 17 → Nov 17, 2025
0 business days (counted)
Running total: 16 of ? biz days used
Created: Oct 23, 2025 Completed: Nov 17, 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 17 Scheduled ▶ Running 14 16
Nov 17 → Nov 17 Tech On Site ▶ Running 0 16
Dispatch 0.0d
Coordinators 18.0d
Field Work 1.0d
Billing 12.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
18.0 days
Over SLA
Field Work
1.0 days
Billing
12.4 days
Over SLA
Created: Oct 23, 2025 Due: Nov 30, 2025 Completed: Nov 18, 2025 (12 days early)
📅
17.0 days Total Age
⏱️
15.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
26.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
14 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537718
6008029763
Closed
15K SYS-LC-1200 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G4225A JPAAA02268 1260 Infinity High Performance Degasser G4212B DEAA304956 1260 Diode Array Detector G1316A DEACN19476 1260 Thermostatted Column Compartment G1330B DEBAK12926 1290 Thermostat G1367E DEACO03347 1260 High Performance Autosampler G1312B DEACB05242 1260 Binary 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-01310961 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Oct 23, 2025 • Closed: Nov 17, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 15.0 days stuck in "Scheduled"
⏱️
Total Delay 26.8 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
15.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
12.3d / 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
Agilent HPLC PM performed per Agilent specifications: Standard Preventative Maintenance Service Checklist.
🔍 Technician Findings
All parts replaced with like for like parts. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1200 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G4225A JPAAA02268 1260 Infinity High Performance Degasser G4212B DEAA304956 1260 Diode Array Detector G1316A DEACN19476 1260 Thermostatted Column Compartment G1330B DEBAK12926 1290 Thermostat G1367E DEACO03347 1260 High Performance Autosampler G1312B DEACB05242 1260 Binary Pump
📄 Description
LC 1200 System
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
5 Case Linked Oct 23, 9:44 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned → Status: Assigned
📋
Work Order Created
Work Order: WO-01310961
Type: Preventive Maintenance
Priority: PC
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
Technician Assigned by Leona Coonrod
Technician: Jared Rappaport
👷
Status: Assigned by Leona Coonrod
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 27, 12:09 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-17T16:00:00.000+0000
🚨 15.0 business days
🔧
▶
2 Status: Tech On Site Nov 17, 11:34 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
2 8x Parts Added Nov 17, 6:34 PM
8x Parts Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 3.5
✔️
Status: Completed by Jared Rappaport Nov 17, 6:39 PM
From: Tech On Site
To: Completed
Duration in Previous: 7h 5m
⏱️
▶
2 2x Labor Added Nov 17, 7:22 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 43m
📄
Status: Ready to Bill by Hannah Shaw Nov 18, 4:13 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 50m
🚨 13.0 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: 15.0 business days (threshold: 2.0 business days)
Exceeded by 13.0 business days
Ready to Bill
Duration: 12.3 business days (threshold: 1.0 business days)
Exceeded by 11.3 business days

🔗 Related Artifacts

📞
Case 00537718
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Nov 17, 11:00 AM
Created
Oct 23, 9:44 AM
Invoice #
SM-248486

Work Details (14)

Name Type Status Qty Amount Date
WL-03009779 Labor Open 0.5 $0.00 Nov 17, 11:35 AM
WL-03009780 Travel Open 17 $0.00 Nov 17, 11:35 AM
WL-03010414 Parts Open 2 $0.00 Nov 17, 6:34 PM
WL-03010415 Parts Open 1 $0.00 Nov 17, 6:34 PM
WL-03010416 Parts Open 1 $0.00 Nov 17, 6:34 PM
WL-03010417 Parts Open 1 $0.00 Nov 17, 6:34 PM
WL-03010418 Parts Open 1 $0.00 Nov 17, 6:34 PM
WL-03010419 Parts Open 1 $0.00 Nov 17, 6:34 PM
WL-03010420 Parts Open 4 $0.00 Nov 17, 6:34 PM
WL-03010421 Parts Open 1 $0.00 Nov 17, 6:34 PM
WL-03010422 Labor Open 3.5 $520.00 Nov 17, 6:35 PM
WL-03010423 Labor Open 3 $0.00 Nov 17, 6:35 PM
WL-03010502 Labor Open 0.7 $0.00 Nov 17, 7:22 PM
WL-03010503 Travel Open 17 $0.00 Nov 17, 7:22 PM

Details