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WO-01316343 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Nov 19, 2025 → Dec 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (13 biz days early)
Active: 14 biz days
🕐 Clock stopped: Completed (Dec 11, 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
13d
▶ Clock Running
Status: Scheduled
Nov 20 → Dec 11, 2025
13 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 11 → Dec 11, 2025
0 business days (counted)
Running total: 14 of ? biz days used
Created: Nov 19, 2025 Completed: Dec 11, 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 11 Scheduled ▶ Running 13 14
Dec 11 → Dec 11 Tech On Site ▶ Running 0 14
Dispatch 0.0d
Coordinators 14.8d
Field Work 0.9d
Billing 6.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
14.8 days
Over SLA
Field Work
0.9 days
Billing
6.6 days
Over SLA
Created: Nov 19, 2025 Due: Dec 31, 2025 Completed: Dec 11, 2025 (20 days early)
📅
14.5 days Total Age
⏱️
13.3d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
18.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545316
6008128989
Closed
15K SYS-LC-1200 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1367A DE40503186 1100 Well-plate Autosampler G1316A DE60555399 1260 Thermostatted Column Compartment G1322A JP60652766 1260 Standard Degasser G1330B DE60557019 1290 Thermostat G1314B DE60555127 1260 Variable Wavelength Detector VL G1312A DE60555339 1200 Series Binary Pump
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-01316343 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Nov 19, 2025 • Closed: Dec 11, 2025
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 13.3 days stuck in "Scheduled"
⏱️
Total Delay 18.0 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
1.5d / 0.5d SLA
Scheduled
13.3d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
6.6d / 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: HPLC Products - Standard Preventative Maintenance Service Checklist.
🔍 Technician Findings
All parts replaced with like for like. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1200 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1367A DE40503186 1100 Well-plate Autosampler G1316A DE60555399 1260 Thermostatted Column Compartment G1322A JP60652766 1260 Standard Degasser G1330B DE60557019 1290 Thermostat G1314B DE60555127 1260 Variable Wavelength Detector VL G1312A DE60555339 1200 Series Binary Pump
📄 Description
1200 Series 6-position switching valve
📞 Call Description
DEC 2025 LC PM

Timeline

📞
▶
4 Case Linked Nov 19, 2:49 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01316343
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: a0hVU000000hjebYAA, Jared Rappaport
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 20, 4:23 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-11T16:00:00.000+0000
🚨 14.0 business days
🔧
▶
2 Status: Tech On Site Dec 11, 11:20 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.66666666666667, 17
🔩
▶
2 5x Parts Added Dec 11, 5:45 PM
5x Parts Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 3
✔️
Status: Completed by Jared Rappaport Dec 11, 5:51 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 31m
⏱️
▶
2 2x Labor Added Dec 11, 6:35 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 44m
📄
Status: Ready to Bill by Hannah Shaw Dec 12, 2:23 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 47m
⚠️ 7.0 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: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 1.0 business days
Scheduled
Duration: 13.3 business days (threshold: 2.0 business days)
Exceeded by 11.3 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.4 business hours
Ready to Bill
Duration: 6.6 business days (threshold: 1.0 business days)
Exceeded by 5.6 business days

🔗 Related Artifacts

📞
Case 00545316
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 11, 11:00 AM
Created
Nov 19, 2:50 PM
Invoice #
SM-249754

Work Details (11)

Name Type Status Qty Amount Date
WL-03033977 Labor Open 0.66666666666667 $0.00 Dec 11, 11:21 AM
WL-03033978 Travel Open 17 $0.00 Dec 11, 11:21 AM
WL-03034787 Parts Open 1 $0.00 Dec 11, 5:45 PM
WL-03034788 Parts Open 4 $0.00 Dec 11, 5:45 PM
WL-03034789 Parts Open 1 $0.00 Dec 11, 5:45 PM
WL-03034790 Parts Open 1 $0.00 Dec 11, 5:45 PM
WL-03034791 Parts Open 1 $0.00 Dec 11, 5:45 PM
WL-03034794 Labor Open 3 $520.00 Dec 11, 5:49 PM
WL-03034795 Labor Open 3 $0.00 Dec 11, 5:49 PM
WL-03034858 Labor Open 0.75 $0.00 Dec 11, 6:35 PM
WL-03034859 Travel Open 17 $0.00 Dec 11, 6:35 PM

Details