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WO-01311035 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Oct 23, 2025 → Nov 20, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (4 biz days early)
Active: 19 biz days
🕐 Clock stopped: Completed (Nov 20, 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
17d
▶ Clock Running
Status: Scheduled
Oct 27 → Nov 20, 2025
17 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 20 → Nov 20, 2025
0 business days (counted)
Running total: 19 of ? biz days used
Created: Oct 23, 2025 Completed: Nov 20, 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 20 Scheduled ▶ Running 17 19
Nov 20 → Nov 20 Tech On Site ▶ Running 0 19
Dispatch 0.0d
Coordinators 20.7d
Field Work 1.1d
Billing 9.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
20.7 days
Over SLA
Field Work
1.1 days
Billing
9.9 days
Over SLA
Created: Oct 23, 2025 Due: Nov 30, 2025 Completed: Nov 21, 2025 (9 days early)
📅
19.8 days Total Age
⏱️
18.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
27.1d 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 #00537912
6008057147
Closed
15K SYS-LC-1290II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7167B DEBAS03063 1290 Infinity II Multisampler G7104A DEBAX03514 1290 Infinity II Flexible Pump. G4761A DEBBP29048 Upgrade InfinityLab Sample Thermostat G7116B DEBA407329 1290 Infinity II Multicolumn Thermostat G7115A DEAC614624 1260 Infinity II Diode Array Detector WR
Priority
High
Origin
Web
Reason
New Case
Contact
Jeffrey Chu
Owner
Leona Coonrod
Created
Oct 23, 2025
Work Orders from this Case (1)
WO-01311035 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Oct 23, 2025 • Closed: Nov 20, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 18.0 days stuck in "Scheduled"
⏱️
Total Delay 27.1 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
2.7d / 0.5d SLA
Scheduled
18.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
9.9d / 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
Completed HPLC PM 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-1290II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7167B DEBAS03063 1290 Infinity II Multisampler G7104A DEBAX03514 1290 Infinity II Flexible Pump. G4761A DEBBP29048 Upgrade InfinityLab Sample Thermostat G7116B DEBA407329 1290 Infinity II Multicolumn Thermostat G7115A DEAC614624 1260 Infinity II Diode Array Detector WR
📄 Description
Agilent - G7104A 1290 Infinity III Flexible Pump
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
4 Case Linked Oct 23, 2:07 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01311035
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, 12:10 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-20T16:00:00.000+0000
🚨 18.0 business days
🔧
▶
2 Status: Tech On Site Nov 20, 10:41 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
2x Parts Added Nov 20, 3:46 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 2x Labor Added Nov 20, 3:53 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 5h 12m
⏱️
▶
2 2x Labor Added Nov 20, 7:18 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 3h 24m
📄
Status: Ready to Bill by Hannah Shaw Nov 21, 11:56 AM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 37m
🚨 10.0 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: 2.7 business days (threshold: 4.0 business hours)
Exceeded by 2.2 business days
Scheduled
Duration: 18.0 business days (threshold: 2.0 business days)
Exceeded by 16.0 business days
Ready to Bill
Duration: 9.9 business days (threshold: 1.0 business days)
Exceeded by 8.9 business days

🔗 Related Artifacts

📞
Case 00537912
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Nov 20, 11:00 AM
Created
Oct 23, 2:07 PM
Invoice #
SM-248486

Work Details (8)

Name Type Status Qty Amount Date
WL-03014455 Labor Open 0.5 $0.00 Nov 20, 10:42 AM
WL-03014456 Travel Open 17 $0.00 Nov 20, 10:42 AM
WL-03015060 Parts Open 1 $0.00 Nov 20, 3:46 PM
WL-03015061 Parts Open 1 $0.00 Nov 20, 3:46 PM
WL-03015072 Labor Open 4 $520.00 Nov 20, 3:53 PM
WL-03015073 Labor Open 1 $0.00 Nov 20, 3:53 PM
WL-03015463 Labor Open 0.5 $0.00 Nov 20, 7:18 PM
WL-03015464 Travel Open 17 $0.00 Nov 20, 7:18 PM

Details