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WO-01311052 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Oct 23, 2025 → Nov 14, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 30, 2025
✓ SLA Met (15 biz days early)
Active: 8 biz days
🕐 Clock stopped: Completed (Nov 4, 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
5d
▶ Clock Running
Status: Scheduled
Oct 27 → Nov 3, 2025
5 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 3 → Nov 4, 2025
1 business day (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 8 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 4 → Nov 4, 2025
0 business days (counted)
Running total: 8 of ? biz days used
Created: Oct 23, 2025 Completed: Nov 4, 2025
Show SLA Clock Detail (7 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 3 Scheduled ▶ Running 5 7
Nov 3 → Nov 4 Tech On Site ▶ Running 1 8
Nov 4 → Nov 4 Tech Off Site ▶ Running 0 8
Nov 4 → Nov 4 Tech On Site ▶ Running 0 8
Dispatch 0.0d
Coordinators 8.7d
Field Work 10.0d
Billing 6.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
8.7 days
Over SLA
Field Work
10.0 days
Over SLA
Billing
6.4 days
Over SLA
Created: Oct 23, 2025 Due: Nov 30, 2025 Completed: Nov 15, 2025 (15 days early)
📅
15.7 days Total Age
⏱️
7.0d in Completed Longest Stage
🔄
12 transitions Status Changes
⚠️
17.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jared Rappaport — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 3, 2025
Visit 2 Nov 4, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537919
6008029912
Closed
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G7112B DEAGO03824 1260 Infinity II Binary Pump G7117C DEAEK07258 1260 Infinity II Diode Array Detector HS G7116A DEAEM06599 1260 Infinity II Multicolumn Thermostat G7122A JPAAL01101 1260 Infinity II Degasser G7167A DEAGY01716 1260 Infinity II Multisampler
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Oct 23, 2025
Work Orders from this Case (2)
WO-01311052 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Oct 23, 2025 • Closed: Nov 14, 2025
WO-01311053 Invoiced
EOQ • Jared Rappaport
Created: Oct 23, 2025 • Closed: Nov 14, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 7.0 days stuck in "Completed"
⏱️
Total Delay 17.8 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
Assigned
2.7d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
2.4d / 1.0d SLA
Tech Off Site
0.5d / 2.0d SLA
Completed
7.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
5.7d / 1.0d SLA
Billing Review
0.7d / 2.0d 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


11-03-2025 JR Repair must be completed before PM can be completed. Reference Agilent SO 6008192858.


11-04-2025 JR This work order will remain in Serviced status and will not be closed yet. The corresponding Agilent SO 6008029912 includes both PM and EOQ services, which are split into separate ServiceMax work orders.

Although they can be closed individually, I will close both ServiceMax work orders together after completing both portions. This is because I use Agilent Compliance Engineer (ACE) software to generate service reports for both in a single session, which can only be done once both portions are complete. Once the reports are finalized in ACE, I will proceed with closing both work orders in ServiceMax and MService.

🔧 Work Performed
Agilent HPLC PM completed as per ACE software EQP 2.68.
🔍 Technician Findings
After pump maintenance, repair was required. Reference Agilent SO 6008192858. 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 / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G7112B DEAGO03824 1260 Infinity II Binary Pump G7117C DEAEK07258 1260 Infinity II Diode Array Detector HS G7116A DEAEM06599 1260 Infinity II Multicolumn Thermostat G7122A JPAAL01101 1260 Infinity II Degasser G7167A DEAGY01716 1260 Infinity II Multisampler
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
NOV 2025 LC PM

Timeline

📞
▶
4 Case Linked Oct 23, 2:21 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01311052
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: 1m, 0m
👷
Technician Assigned by Leona Coonrod
Technician: a0hVU000000hjebYAA, Jared Rappaport
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 27, 12:12 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-03T16:00:00.000+0000
⚠️ 6.0 business days
🔧
▶
2 Status: Tech On Site Nov 3, 11:37 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
2x Labor Added Nov 3, 7:43 PM
Type: Labor
Status: Open
Qty: 2.5
⏱️
2x Labor Added Nov 3, 8:35 PM
Type: Labor, Travel
Status: Open
Qty: 0.66666666666667, 17
🚗
Status: Tech Off Site by Jared Rappaport Nov 4, 10:19 AM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 22h 42m
🔧
Status: Tech On Site by Jared Rappaport Nov 4, 2:35 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 4h 15m
⏱️
▶
3 Labor Added Nov 4, 6:35 PM
Labor Added → 6x Parts Added → Status: Completed
🔩
6x Parts Added
Type: Parts
Status: Open
Qty: 1, 2, 4
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 4h 5m
⏱️
2x Labor Added Nov 4, 8:18 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⚠️ 7.5 business days
🏁
Status: Closed by Jared Rappaport Nov 14, 9:26 PM
From: Completed
To: Closed
Duration in Previous: 10d 2h
⏳ 1.3 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 17, 1:45 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 16h
⚠️ 6.0 business days
💵
Status: Billing Review by Hannah Shaw Nov 24, 12:26 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 6d 22h
📄
Status: Ready to Bill by Hannah Shaw Nov 24, 5:48 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 5h 21m
📨
▶
2 Status: Invoice Pending Nov 24, 6:01 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m
⚠️ 8.7 business days
🧾
Invoice Created Dec 8, 5:13 PM
Invoice Number: 247473

Bottlenecks

Assigned
Duration: 2.7 business days (threshold: 4.0 business hours)
Exceeded by 2.2 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Tech On Site
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.4 business hours
Completed
Duration: 7.0 business days (threshold: 1.0 business days)
Exceeded by 6.0 business days
Ready to Bill
Duration: 5.7 business days (threshold: 1.0 business days)
Exceeded by 4.7 business days

🔗 Related Artifacts

📞
Case 00537919
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Nov 3, 11:00 AM
Created
Oct 23, 2:21 PM
Invoice #
247473

Work Details (15)

Name Type Status Qty Amount Date
WL-02993917 Labor Open 0.5 $0.00 Nov 3, 11:40 AM
WL-02993918 Travel Open 17 $0.00 Nov 3, 11:40 AM
WL-02995024 Labor Open 2.5 $0.00 Nov 3, 7:43 PM
WL-02995025 Labor Open 5 $0.00 Nov 3, 7:43 PM
WL-02995058 Labor Open 0.66666666666667 $0.00 Nov 3, 8:35 PM
WL-02995059 Travel Open 17 $0.00 Nov 3, 8:35 PM
WL-02996279 Labor Open 4 $520.00 Nov 4, 6:35 PM
WL-02996280 Parts Open 1 $0.00 Nov 4, 6:38 PM
WL-02996281 Parts Open 1 $0.00 Nov 4, 6:38 PM
WL-02996282 Parts Open 1 $0.00 Nov 4, 6:38 PM
WL-02996283 Parts Open 2 $0.00 Nov 4, 6:38 PM
WL-02996284 Parts Open 4 $0.00 Nov 4, 6:38 PM
WL-02996285 Parts Open 1 $0.00 Nov 4, 6:38 PM
WL-02996434 Labor Open 0.5 $0.00 Nov 4, 8:18 PM
WL-02996435 Travel Open 17 $0.00 Nov 4, 8:18 PM

Details