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← WO Overview

WO-01314517 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

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

Nov 11, 2025 → Nov 14, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 17, 2025
✓ SLA Met (1 biz days early)
Active: 3 biz days
🕐 Clock stopped: Completed (Nov 14, 2025)
▶ Clock Running
Status: Created
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 11 → Nov 11, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Nov 11 → Nov 13, 2025
2 business days (counted)
Running total: 2 of ? biz days used
0d
▶ Clock Running
Status: Scheduled
Nov 13 → Nov 13, 2025
0 business days (counted)
Running total: 2 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Nov 13 → Nov 14, 2025
1 business day (counted)
Running total: 3 of ? biz days used
Created: Nov 11, 2025 Completed: Nov 14, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Nov 11 → Nov 11 Created ▶ Running 0 0
Nov 11 → Nov 11 Ready for Scheduling ▶ Running 0 0
Nov 11 → Nov 13 Assigned ▶ Running 2 2
Nov 13 → Nov 13 Scheduled ▶ Running 0 2
Nov 13 → Nov 14 Tech On Site ▶ Running 1 3
Coordinators 2.0d
Field Work 2.0d
Billing 6.4d
✓ SLA Met
Coordinators
2.0 days
Over SLA
Field Work
2.0 days
Billing
6.4 days
Over SLA
Created: Nov 11, 2025 Due: Nov 17, 2025 Completed: Nov 15, 2025 (2 days early)
📅
3.0 days Total Age
⏱️
5.7d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
5.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
4 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00542851
6008205916
Closed
15K SYS-LC-1260II Repair WO81632082:SIGNAL TO NOISE TEST FAIL
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Nov 11, 2025
Work Orders from this Case (1)
WO-01314517 (current) Invoiced
Repair • Jared Rappaport
Created: Nov 11, 2025 • Closed: Nov 14, 2025
Completed with minor delays
Invoiced • 113 days old
🚨
Primary Delay 5.7 days stuck in "Ready to Bill"
⏱️
Total Delay 5.2 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
1.0d / 0.5d SLA
Scheduled
1.0d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
1.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
6.4d / 1.0d SLA
Billing Review
0.0d / 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


11-13-2025 JR Keeping work order in serviced status to align with Agilent WO. Cannot close SO 6008205916 because an unreconciled part from Agilent ATO stock was used. Waiting for backordered replacement part; WO cannot be closed until the part ships and both EMSAR and Agilent WOs can be closed together.

🔧 Work Performed
Repaired Agilent DAD Detector.
🔍 Technician Findings
As found, signal-to-noise test failed in EOQ 6008029912. Replaced Max-Light cartridge flow cell with like-for-like part (SN DECBB80117). Performed required post-repair checks; signal-to-noise test passed following replacement (documented in WO 6008029912).
⚠️ Problem Description
15K SYS-LC-1260II Repair WO81632082:SIGNAL TO NOISE TEST FAIL
📄 Description
1260 Infinity II Diode Array Detector HS
📞 Call Description
NOV 2025 LC REPAIR

Timeline

📞
▶
4 Case Linked Nov 11, 10:50 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01314517
Type: Repair
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
⏳ 1.0 business days
🗓️
▶
2 Status: Scheduled Nov 12, 7:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-11-13T16:00:00.000+0000
🔧
Status: Tech On Site by Jared Rappaport Nov 13, 11:23 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 16h 18m
⏱️
2x Labor Added Nov 13, 11:30 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
Parts Added Nov 13, 5:49 PM
Type: Parts
Status: Open
Qty: 1
⏱️
Labor Added Nov 13, 7:04 PM
Type: Labor
Status: Open
Qty: 4
✔️
Status: Completed by Jared Rappaport Nov 13, 7:10 PM
From: Tech On Site
To: Completed
Duration in Previous: 7h 47m
⏳ 1.6 business days
🏁
Status: Closed by Jared Rappaport Nov 14, 9:13 PM
From: Completed
To: Closed
Duration in Previous: 1d 2h
⏳ 1.3 business days
📄
Status: Ready to Bill by Hannah Shaw Nov 17, 1:32 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 16h
⚠️ 6.0 business days
💵
▶
2 Status: Billing Review Nov 24, 12:35 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
📨
▶
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, 5:14 PM
Invoice Number: 247473

Bottlenecks

Assigned
Duration: 1.0 business days (threshold: 4.0 business hours)
Exceeded by 4.1 business hours
Ready to Bill
Duration: 5.7 business days (threshold: 1.0 business days)
Exceeded by 4.7 business days

🔗 Related Artifacts

📞
Case 00542851
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Jared Rappaport
Scheduled
Nov 13, 11:00 AM
Created
Nov 11, 10:51 AM
Invoice #
247473

Work Details (4)

Name Type Status Qty Amount Date
WL-03005999 Labor Open 0.5 $0.00 Nov 13, 11:30 AM
WL-03006000 Travel Open 17 $0.00 Nov 13, 11:30 AM
WL-03006580 Parts Open 1 $0.00 Nov 13, 5:49 PM
WL-03006630 Labor Open 4 $520.00 Nov 13, 7:04 PM

Details