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WO-01311806 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Oct 29, 2025 → Oct 30, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (40 biz days early)
Active: 1 biz days
🕐 Clock stopped: Completed (Oct 30, 2025)
▶ Clock Running
Status: Created
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Oct 29 → Oct 29, 2025
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Oct 29 → Oct 30, 2025
1 business day (counted)
Running total: 1 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Oct 30 → Oct 30, 2025
0 business days (counted)
Running total: 1 of ? biz days used
Created: Oct 29, 2025 Completed: Oct 30, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Oct 29 → Oct 29 Created ▶ Running 0 0
Oct 29 → Oct 29 Ready for Scheduling ▶ Running 0 0
Oct 29 → Oct 29 Assigned ▶ Running 0 0
Oct 29 → Oct 30 Scheduled ▶ Running 1 1
Oct 30 → Oct 30 Tech On Site ▶ Running 0 1
Dispatch 0.0d
Coordinators 2.2d
Field Work 0.6d
Billing 7.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.2 days
Field Work
0.6 days
Billing
7.3 days
Over SLA
Created: Oct 29, 2025 Due: Dec 31, 2025 Completed: Oct 30, 2025 (62 days early)
📅
2.0 days Total Age
⏱️
4.0d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
5.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00539178
6008025810
Closed
15K SYS-LM-6490 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G4226A DEBAP05405 1290 Infinity Autosampler G4220A DEBAA04396 1290 Infinity Binary Pump G1316C DEBAC08710 1290 Thermostatted Column Compartment G1330B DE13203479 1290 Thermostat G6490A SG1408A203 LCMS Triple Quad System
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Oct 29, 2025
Work Orders from this Case (1)
WO-01311806 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Oct 29, 2025 • Closed: Oct 30, 2025
Completed with minor delays
Invoiced • 126 days old
🚨
Primary Delay 4.0 days stuck in "Ready to Bill"
⏱️
Total Delay 5.5 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
0.2d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
7.3d / 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: HPLC PRoducts Standard Preventative Maintenance Checklist.
🔍 Technician Findings
All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LM-6490 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G4226A DEBAP05405 1290 Infinity Autosampler G4220A DEBAA04396 1290 Infinity Binary Pump G1316C DEBAC08710 1290 Thermostatted Column Compartment G1330B DE13203479 1290 Thermostat G6490A SG1408A203 LCMS Triple Quad System
📄 Description
1290 Infinity Binary Pump
📞 Call Description
DEC 2025 LC PM

Timeline

📞
▶
4 Case Linked Oct 29, 9:46 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01311806
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
🗓️
▶
2 Status: Scheduled Oct 29, 11:28 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-10-30T15:00:00.000+0000
⏳ 2.0 business days
🔧
Status: Tech On Site by Jared Rappaport Oct 30, 2:09 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 2h
⏱️
2x Labor Added Oct 30, 2:47 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 2x Labor Added Oct 30, 6:01 PM
2x Labor Added → 3x Parts Added
🔩
3x Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Jared Rappaport Oct 30, 6:06 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 56m
🏁
Status: Closed by Jared Rappaport Oct 30, 7:04 PM
From: Completed
To: Closed
Duration in Previous: 57m
📄
Status: Ready to Bill by Hannah Shaw Oct 31, 5:13 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 9m
⏳ 3.8 business days
💵
Status: Billing Review by Hannah Shaw Nov 5, 8:28 AM
From: Ready to Bill, Billing Review
To: Billing Review, Ready to Bill
Duration in Previous: 4d 16h, 0m
⏳ 4.0 business days
📨
▶
2 Status: Invoice Pending Nov 10, 3:46 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created Nov 10, 4:38 PM
Invoice Number: SM-246148

Bottlenecks

Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours
Ready to Bill
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days
Ready to Bill
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days

🔗 Related Artifacts

📞
Case 00539178
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Oct 30, 11:00 AM
Created
Oct 29, 9:47 AM
Invoice #
SM-246148

Work Details (7)

Name Type Status Qty Amount Date
WL-02990063 Labor Open 0.5 $0.00 Oct 30, 2:47 PM
WL-02990064 Travel Open 17 $0.00 Oct 30, 2:47 PM
WL-02990453 Labor Open 2.5 $520.00 Oct 30, 6:01 PM
WL-02990454 Labor Open 1 $0.00 Oct 30, 6:01 PM
WL-02990463 Parts Open 1 $0.00 Oct 30, 6:03 PM
WL-02990464 Parts Open 1 $0.00 Oct 30, 6:03 PM
WL-02990465 Parts Open 1 $0.00 Oct 30, 6:03 PM

Details