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WO-01316345 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Nov 19, 2025 → Dec 26, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (3 biz days early)
Active: 24 biz days
🕐 Clock stopped: Completed (Dec 26, 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
18d
▶ Clock Running
Status: Scheduled
Nov 20 → Dec 18, 2025
18 business days (counted)
Running total: 19 of ? biz days used
4d
▶ Clock Running
Status: Reschedule
Dec 18 → Dec 24, 2025
4 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 24 → Dec 26, 2025
1 business day (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 26 → Dec 26, 2025
0 business days (counted)
Running total: 24 of ? biz days used
Created: Nov 19, 2025 Completed: Dec 26, 2025
Show SLA Clock Detail (7 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 18 Scheduled ▶ Running 18 19
Dec 18 → Dec 24 Reschedule ▶ Running 4 23
Dec 24 → Dec 26 Scheduled ▶ Running 1 24
Dec 26 → Dec 26 Tech On Site ▶ Running 0 24
Dispatch 0.0d
Coordinators 25.6d
Field Work 1.0d
Billing 6.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
25.6 days
Over SLA
Field Work
1.0 days
Billing
6.0 days
Over SLA
Created: Nov 19, 2025 Due: Dec 31, 2025 Completed: Dec 26, 2025 (5 days early)
📅
24.5 days Total Age
⏱️
18.3d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
24.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545326
6008129076
Closed
15K SYS-LC-1260 Contract ends 07/31/2026 repair included PM G1312B DE63056891 1260 Binary Pump G1314C DE71455391 1260 Variable Wavelength Detector VL+ G1379B JP63704198 1260 Infinity Micro Degasser. G1367C DE64556531 1200 Series High Performance ALS SL G1316B DE60556957 1200 Series Thermost. Col. Compartm. SL G1330B-B DE60560043 1200 Cooled Thermostatted ALS
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-01316345 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Nov 19, 2025 • Closed: Dec 26, 2025
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 18.3 days stuck in "Scheduled"
⏱️
Total Delay 24.9 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
19.5d / 2.0d SLA
Reschedule
4.6d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
6.0d / 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


12-18-2025 JR Unit is not currently accessible due to being located in a hard-hat restricted area within the lab. PM will need to be rescheduled. Diana Hernandez Guerrero (ULS) has been notified.

🔧 Work Performed
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-1260 Contract ends 07/31/2026 repair included PM G1312B DE63056891 1260 Binary Pump G1314C DE71455391 1260 Variable Wavelength Detector VL+ G1379B JP63704198 1260 Infinity Micro Degasser. G1367C DE64556531 1200 Series High Performance ALS SL G1316B DE60556957 1200 Series Thermost. Col. Compartm. SL G1330B-B DE60560043 1200 Cooled Thermostatted ALS
📄 Description
1260 Binary Pump
📞 Call Description
DEC 2025 LC PM

Timeline

📞
▶
4 Case Linked Nov 19, 2:55 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01316345
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, 4:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-18T16:00:00.000+0000
🚨 18.9 business days
🔄
Status: Reschedule by Jared Rappaport Dec 18, 2:18 PM
From: Scheduled
To: Reschedule
Duration in Previous: 27d 21h
⚠️ 5.0 business days
📅
▶
2 Dispatch Scheduled Dec 24, 5:05 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jared Rappaport
From: Reschedule
To: Scheduled
Duration in Previous: 6d 2h
⏳ 1.9 business days
⏱️
▶
2 2x Labor Added Dec 26, 10:49 AM
2x Labor Added → Status: Tech On Site
🔧
Status: Tech On Site by Jared Rappaport
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 17h
⏱️
▶
2 7x Labor Added Dec 26, 5:22 PM
7x Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 6h 33m
⏱️
▶
2 2x Labor Added Dec 26, 6:45 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 22m
⏳ 1.7 business days
🔩
▶
2 Parts Added Dec 29, 11:02 AM
Parts Added → Parts Added
🔩
Parts Added
Type: Parts
Status: Open
Qty: 1
📄
Status: Ready to Bill by Hannah Shaw Dec 29, 11:09 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 16h
⚠️ 6.0 business days
📨
▶
3 Status: Invoice Pending Jan 6, 4:26 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-250617
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 1.5 business days (threshold: 4.0 business hours)
Exceeded by 1.0 business days
Scheduled
Duration: 18.3 business days (threshold: 2.0 business days)
Exceeded by 16.3 business days
Reschedule
Duration: 4.6 business days (threshold: 2.0 business days)
Exceeded by 2.6 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours
Ready to Bill
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00545326
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 26, 11:00 AM
Created
Nov 19, 2:55 PM
Invoice #
SM-250617

Work Details (13)

Name Type Status Qty Amount Date
WL-03047833 Labor Open 0.5 $0.00 Dec 26, 10:49 AM
WL-03047834 Travel Open 17 $0.00 Dec 26, 10:49 AM
WL-03048290 Labor Open 3.5 $0.00 Dec 26, 5:22 PM
WL-03048291 Labor Open 2.75 $520.00 Dec 26, 5:22 PM
WL-03048293 Parts Open 1 $0.00 Dec 26, 5:22 PM
WL-03048294 Parts Open 2 $0.00 Dec 26, 5:22 PM
WL-03048295 Parts Open 4 $0.00 Dec 26, 5:22 PM
WL-03048296 Parts Open 1 $0.00 Dec 26, 5:22 PM
WL-03048297 Parts Open 1 $0.00 Dec 26, 5:22 PM
WL-03048351 Labor Open 0.66666666666667 $0.00 Dec 26, 6:45 PM
WL-03048352 Travel Open 17 $0.00 Dec 26, 6:45 PM
WL-03048817 Parts Open 4 $0.00 Dec 29, 11:02 AM
WL-03048824 Parts Open 1 $0.00 Dec 29, 11:04 AM

Details