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WO-01316200 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

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

Nov 19, 2025 → Nov 19, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Nov 26, 2025
✓ SLA Met (5 biz days early)
Active: 0 biz days
🕐 Clock stopped: Completed (Nov 19, 2025)
▶ Clock Running
Status: Created
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Assigned
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Nov 19 → Nov 19, 2025
0 business days (counted)
Running total: 0 of ? biz days used
Created: Nov 19, 2025 Completed: Nov 19, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Nov 19 → Nov 19 Created ▶ Running 0 0
Nov 19 → Nov 19 Ready for Scheduling ▶ Running 0 0
Nov 19 → Nov 19 Assigned ▶ Running 0 0
Nov 19 → Nov 19 Tech On Site ▶ Running 0 0
Dispatch 0.0d
Coordinators 0.6d
Field Work 0.2d
Billing 10.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
0.6 days
Over SLA
Field Work
0.2 days
Billing
10.3 days
Over SLA
Created: Nov 19, 2025 Due: Nov 26, 2025 Completed: Nov 19, 2025 (7 days early)
📅
0.8 days Total Age
⏱️
10.3d in Ready to Bill Longest Stage
🔄
6 transitions Status Changes
⚠️
9.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545199
6008231478
Closed
15K SYS-LC-1260-E Repair WO81824762:PRESSURE TEST FAILS
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Nov 19, 2025
Work Orders from this Case (1)
WO-01316200 (current) Invoiced
Repair • Jared Rappaport
Created: Nov 19, 2025 • Closed: Nov 19, 2025
Completed with minor delays
Invoiced • 105 days old
🚨
Primary Delay 10.3 days stuck in "Ready to Bill"
⏱️
Total Delay 9.6 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
0.6d / 0.5d SLA
Tech On Site
0.2d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
10.3d / 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
Repaired Agilent ALS G1367E.
🔍 Technician Findings
Following pump and ALS maintenance under SO 6008029681, the system pressure test failed at the ALS outlet. A leak was observed in the pump-to-autosampler capillary at the ALS valve. The capillary was replaced with a like-for-like part, after which the system pressure test passed. Test results are documented under SO 6008029681. Parts consumed: Capillary stainless steel 0.17 x 900 mm S/S ps/ns, Agilent P/N G1329-87300, Quantity 1.
⚠️ Problem Description
15K SYS-LC-1260-E Repair WO81824762:PRESSURE TEST FAILS
📄 Description
1260 High Performance Autosampler
📞 Call Description
NOV 2025 LC REPAIR

Timeline

📞
▶
4 Case Linked Nov 19, 11:03 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01316200
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
👷
Technician Assigned by Michael Burris Nov 19, 12:42 PM
Technician: Jared Rappaport
🔧
Status: Tech On Site by Jared Rappaport Nov 19, 3:50 PM
From: Assigned
To: Tech On Site
Duration in Previous: 4h 45m
🔩
Parts Added Nov 19, 4:53 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 Labor Added Nov 19, 5:07 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 1h 20m
📄
Status: Ready to Bill by Hannah Shaw Nov 20, 4:33 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 22m
🚨 10.9 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: 4.8 business hours (threshold: 4.0 business hours)
Exceeded by 0.8 business hours
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.8 business hours
Ready to Bill
Duration: 10.3 business days (threshold: 1.0 business days)
Exceeded by 9.3 business days

🔗 Related Artifacts

📞
Case 00545199
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Jared Rappaport
Scheduled
N/A
Created
Nov 19, 11:04 AM
Invoice #
SM-248486

Work Details (2)

Name Type Status Qty Amount Date
WL-03013512 Parts Open 1 $0.00 Nov 19, 4:53 PM
WL-03013547 Labor Open 1.4 $182.00 Nov 19, 5:07 PM

Details