Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01311053 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • 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 (8 biz days early)
Active: 15 biz days
🕐 Clock stopped: Completed (Nov 15, 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
7d
▶ Clock Running
Status: Scheduled
Oct 27 → Nov 5, 2025
7 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 5 → Nov 6, 2025
1 business day (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Nov 6 → Nov 6, 2025
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 6 → Nov 7, 2025
1 business day (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 7 → Nov 7, 2025
0 business days (counted)
Running total: 11 of ? biz days used
3d
▶ Clock Running
Status: Tech Off Site
Nov 7 → Nov 13, 2025
3 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Scheduled
Nov 13 → Nov 14, 2025
1 business day (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Nov 14 → Nov 14, 2025
0 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech On Site
Nov 14 → Nov 15, 2025
0 business days (counted)
Running total: 15 of ? biz days used
Created: Oct 23, 2025 Completed: Nov 15, 2025
Show SLA Clock Detail (14 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 5 Scheduled ▶ Running 7 9
Nov 5 → Nov 6 Tech On Site ▶ Running 1 10
Nov 6 → Nov 6 Tech Off Site ▶ Running 0 10
Nov 6 → Nov 7 Tech On Site ▶ Running 1 11
Nov 7 → Nov 7 Tech Off Site ▶ Running 0 11
Nov 7 → Nov 7 Tech On Site ▶ Running 0 11
Nov 7 → Nov 13 Tech Off Site ▶ Running 3 14
Nov 13 → Nov 14 Scheduled ▶ Running 1 15
Nov 14 → Nov 14 Tech On Site ▶ Running 0 15
Nov 14 → Nov 14 Tech Off Site ▶ Running 0 15
Nov 14 → Nov 15 Tech On Site ▶ Running 0 15
Dispatch 0.0d
Coordinators 11.7d
Field Work 9.1d
Billing 6.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
11.7 days
Over SLA
Field Work
9.1 days
Over SLA
Billing
6.3 days
Over SLA
Created: Oct 23, 2025 Due: Nov 30, 2025 Completed: Nov 15, 2025 (15 days early)
📅
15.7 days Total Age
⏱️
8.0d in Scheduled Longest Stage
🔄
19 transitions Status Changes
⚠️
13.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
26 lines Work Details
🚩
5 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚨
5 On-Site Visits
5 on-site visits — critical red flag: repeated failure to resolve
👤 Self-scheduled by Jared Rappaport — scheduling delays attributed to technician, not coordinators
Visit 1 Nov 5, 2025
Visit 2 Nov 6, 2025
Visit 3 Nov 7, 2025
Visit 4 Nov 13, 2025
Visit 5 Nov 14, 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 Invoiced
Preventive Maintenance • Jared Rappaport
Created: Oct 23, 2025 • Closed: Nov 14, 2025
WO-01311053 (current) Invoiced
EOQ • Jared Rappaport
Created: Oct 23, 2025 • Closed: Nov 14, 2025
Completed with significant delays
Invoiced • 132 days old
🚨
Primary Delay 8.0 days stuck in "Scheduled"
⏱️
Total Delay 13.0 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
9.0d / 2.0d SLA
Tech On Site
4.1d / 1.0d SLA
Tech Off Site
5.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
6.3d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TRAVEL TO SITE 11/13 ON WO-1314517

Please assign to Jared Rappaport ARP to site is 17 miles. Zone 1


11-07-2025 JR Remaining work deferred until associated repair is completed. Repair request was emailed to Diana Hernandez Guerrero, who confirmed she generated the Amgen work order. Still awaiting the corresponding Agilent and EMSAR work orders.

🔧 Work Performed
EOQ completed per ACE software EQP 2.68.
🔍 Technician Findings
All required tests passed.
⚠️ 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 EOQ

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-01311053
Type: EOQ
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 Status: Scheduled Oct 27, 12:14 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-04T16:00:00.000+0000
⚠️ 8.0 business days
📅
Dispatch Scheduled by Jared Rappaport Nov 5, 11:00 AM
Scheduled For: 2025-11-05T16:00:00.000+0000
🔧
▶
2 Status: Tech On Site Nov 5, 11:40 AM
Status: Tech On Site → 2x Travel Added
🚗
2x Travel Added
Type: Travel, Labor
Status: Open
Qty: 17, 0.5
⏱️
2x Labor Added Nov 5, 8:07 PM
Type: Labor
Status: Open
Qty: 2, 4
⏱️
▶
2 2x Labor Added Nov 5, 8:50 PM
2x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Jared Rappaport
From: Tech On Site
To: Tech Off Site
Duration in Previous: 9h 9m
🔧
▶
2 Status: Tech On Site Nov 6, 11:11 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 2x Labor Added Nov 6, 7:16 PM
2x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Jared Rappaport
From: Tech On Site
To: Tech Off Site
Duration in Previous: 8h 6m
⏱️
2x Labor Added Nov 6, 7:58 PM
Type: Labor, Travel
Status: Open
Qty: 0.7, 17
🔧
▶
2 Status: Tech On Site Nov 7, 11:08 AM
Status: Tech On Site → 2x Travel Added
🚗
2x Travel Added
Type: Travel, Labor
Status: Open
Qty: 17, 0.5
⏱️
▶
2 Labor Added Nov 7, 6:41 PM
Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Jared Rappaport
From: Tech On Site
To: Tech Off Site
Duration in Previous: 7h 34m
⏱️
2x Labor Added Nov 7, 7:51 PM
Type: Labor, Travel
Status: Open
Qty: 0.83333333333333, 17
⏳ 2.5 business days
🗓️
▶
2 Status: Scheduled Nov 12, 7:05 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-13T21:00:00.000+0000
⏳ 1.6 business days
🔧
Status: Tech On Site by Jared Rappaport Nov 13, 7:11 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 0h
⏱️
▶
2 Labor Added Nov 13, 7:26 PM
Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Jared Rappaport
From: Tech On Site
To: Tech Off Site
Duration in Previous: 15m
⏱️
2x Labor Added Nov 13, 8:11 PM
Type: Labor, Travel
Status: Open
Qty: 0.7, 17
🔧
▶
2 Status: Tech On Site Nov 14, 11:41 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
2x Labor Added Nov 14, 9:44 PM
Type: Labor
Status: Open
Qty: 3.5, 6.3
✔️
Status: Completed by Jared Rappaport Nov 14, 9:52 PM
From: Tech On Site
To: Completed
Duration in Previous: 10h 10m
⏱️
▶
2 2x Labor Added Nov 14, 10:22 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 31m
⏳ 1.2 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 17, 1:51 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 15h
⚠️ 6.0 business days
💵
Status: Billing Review by Hannah Shaw Nov 24, 12:29 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 6d 22h
📄
Status: Ready to Bill by Hannah Shaw Nov 24, 12:34 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 5m
📨
▶
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: 8.0 business days (threshold: 2.0 business days)
Exceeded by 6.0 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.2 business hours
Tech On Site
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.1 business hours
Tech Off Site
Duration: 2.0 business days (threshold: 2.0 business days)
Exceeded by 0.4 business hours
Ready to Bill
Duration: 5.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business days

🔗 Related Artifacts

📞
Case 00537919
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jared Rappaport
Scheduled
Nov 13, 4:00 PM
Created
Oct 23, 2:22 PM
Invoice #
247473

Work Details (26)

Name Type Status Qty Amount Date
WL-02996980 Travel Open 17 $0.00 Nov 5, 11:42 AM
WL-02996979 Labor Open 0.5 $0.00 Nov 5, 11:42 AM
WL-02997837 Labor Open 2 $0.00 Nov 5, 8:07 PM
WL-02997838 Labor Open 4 $910.00 Nov 5, 8:07 PM
WL-02997876 Labor Open 0.83333333333333 $0.00 Nov 5, 8:50 PM
WL-02997877 Travel Open 17 $0.00 Nov 5, 8:50 PM
WL-02998391 Labor Open 0.5 $0.00 Nov 6, 11:13 AM
WL-02998392 Travel Open 17 $0.00 Nov 6, 11:13 AM
WL-02999161 Labor Open 4 $0.00 Nov 6, 7:16 PM
WL-02999162 Labor Open 3.5 $0.00 Nov 6, 7:16 PM
WL-02999209 Labor Open 0.7 $0.00 Nov 6, 7:58 PM
WL-02999210 Travel Open 17 $0.00 Nov 6, 7:58 PM
WL-02999723 Travel Open 17 $0.00 Nov 7, 11:10 AM
WL-02999722 Labor Open 0.5 $0.00 Nov 7, 11:10 AM
WL-03000599 Labor Open 2 $0.00 Nov 7, 6:41 PM
WL-03000721 Labor Open 0.83333333333333 $0.00 Nov 7, 7:51 PM
WL-03000722 Travel Open 17 $0.00 Nov 7, 7:51 PM
WL-03006698 Labor Open 3.7 $0.00 Nov 13, 7:26 PM
WL-03006769 Labor Open 0.7 $0.00 Nov 13, 8:11 PM
WL-03006770 Travel Open 17 $0.00 Nov 13, 8:12 PM
WL-03007496 Labor Open 0.5 $0.00 Nov 14, 11:42 AM
WL-03007497 Travel Open 17 $0.00 Nov 14, 11:42 AM
WL-03008527 Labor Open 3.5 $0.00 Nov 14, 9:44 PM
WL-03008528 Labor Open 6.3 $0.00 Nov 14, 9:44 PM
WL-03008609 Labor Open 0.5 $0.00 Nov 14, 10:22 PM
WL-03008610 Travel Open 17 $0.00 Nov 14, 10:23 PM

Details