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WO-01316316 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Nov 19, 2025 → Dec 9, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (15 biz days early)
Active: 12 biz days
🕐 Clock stopped: Completed (Dec 9, 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
▶ Clock Running
Status: Assigned
Nov 19 → Nov 20, 2025
1 business day (counted)
Running total: 1 of ? biz days used
11d
▶ Clock Running
Status: Scheduled
Nov 20 → Dec 9, 2025
11 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 12 of ? biz days used
Created: Nov 19, 2025 Completed: Dec 9, 2025
Show SLA Clock Detail (5 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 20 Assigned ▶ Running 1 1
Nov 20 → Dec 9 Scheduled ▶ Running 11 12
Dec 9 → Dec 9 Tech On Site ▶ Running 0 12
Dispatch 0.0d
Coordinators 12.9d
Field Work 1.0d
Billing 8.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
12.9 days
Over SLA
Field Work
1.0 days
Billing
8.3 days
Over SLA
Created: Nov 19, 2025 Due: Dec 31, 2025 Completed: Dec 9, 2025 (22 days early)
📅
12.6 days Total Age
⏱️
11.3d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
17.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545303
6008117484
Closed
15K SYS-LC-1290IIE Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7120A DEBA202433 1290 Infinity II High Speed Pump G7121A DEAE302685 1260 Infinity II Fluorescence Detector G7167B DEBAQ02965 1290 Infinity II Multisampler G7165A DEAC800818 1260 Infinity II MW Detector G7116B DEBA403454 1290 Infinity II Multicolumn Thermostat
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-01316316 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Nov 19, 2025 • Closed: Dec 9, 2025
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 11.3 days stuck in "Scheduled"
⏱️
Total Delay 17.7 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
1.6d / 0.5d SLA
Scheduled
11.3d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
8.3d / 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
Agilent HPLC PM completed as per Agilent protocol: Agilent InfinityLab LC Series Preventative Maintenance Checklist.
🔍 Technician Findings
All parts replaced with like for like. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1290IIE Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7120A DEBA202433 1290 Infinity II High Speed Pump G7121A DEAE302685 1260 Infinity II Fluorescence Detector G7167B DEBAQ02965 1290 Infinity II Multisampler G7165A DEAC800818 1260 Infinity II MW Detector G7116B DEBA403454 1290 Infinity II Multicolumn Thermostat
📄 Description
1290 Infinity II High Speed Pump
📞 Call Description
DEC 2025 LC PM

Timeline

📞
▶
4 Case Linked Nov 19, 2:31 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01316316
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
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 20, 4:21 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-09T16:00:00.000+0000
🚨 12.0 business days
🔧
Status: Tech On Site by Jared Rappaport Dec 9, 10:47 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18d 18h
⏱️
2x Labor Added Dec 9, 10:56 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
3 2x Labor Added Dec 9, 5:39 PM
2x Labor Added → 3x Parts Added → Status: Completed
🔩
3x Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 6h 53m
🚗
▶
3 Travel Added Dec 9, 6:24 PM
Travel Added → Labor Added → Status: Closed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.66666666666667
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 45m
📄
Status: Ready to Bill by Hannah Shaw Dec 10, 4:51 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 25m
⚠️ 8.9 business days
📨
▶
3 Status: Invoice Pending Dec 22, 1:38 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-249754
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 11.3 business days (threshold: 2.0 business days)
Exceeded by 9.3 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.6 business hours
Ready to Bill
Duration: 8.3 business days (threshold: 1.0 business days)
Exceeded by 7.3 business days

🔗 Related Artifacts

📞
Case 00545303
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 9, 11:00 AM
Created
Nov 19, 2:32 PM
Invoice #
SM-249754

Work Details (9)

Name Type Status Qty Amount Date
WL-03031184 Labor Open 0.5 $0.00 Dec 9, 10:56 AM
WL-03031185 Travel Open 17 $0.00 Dec 9, 10:56 AM
WL-03031988 Labor Open 4 $585.00 Dec 9, 5:39 PM
WL-03031989 Labor Open 2.5 $0.00 Dec 9, 5:39 PM
WL-03031992 Parts Open 1 $0.00 Dec 9, 5:40 PM
WL-03031993 Parts Open 1 $0.00 Dec 9, 5:40 PM
WL-03031994 Parts Open 1 $0.00 Dec 9, 5:40 PM
WL-03032050 Travel Open 17 $0.00 Dec 9, 6:24 PM
WL-03032052 Labor Open 0.66666666666667 $0.00 Dec 9, 6:26 PM

Details