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WO-01316351 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Nov 19, 2025 → Dec 15, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (10 biz days early)
Active: 17 biz days
🕐 Clock stopped: Completed (Dec 16, 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
15d
▶ Clock Running
Status: Scheduled
Nov 20 → Dec 15, 2025
15 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 15 → Dec 16, 2025
1 business day (counted)
Running total: 17 of ? biz days used
Created: Nov 19, 2025 Completed: Dec 16, 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 15 Scheduled ▶ Running 15 16
Dec 15 → Dec 16 Tech On Site ▶ Running 1 17
Dispatch 0.0d
Coordinators 16.7d
Field Work 1.2d
Billing 14.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
16.7 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
14.4 days
Over SLA
Created: Nov 19, 2025 Due: Dec 31, 2025 Completed: Dec 16, 2025 (15 days early)
📅
16.7 days Total Age
⏱️
15.3d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
27.0d 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 #00545345
6008129077
Closed
15K SYS-LC-1260 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1312B DE63057129 1260 Binary Pump G1367C DE64556569 1200 Series High Performance ALS SL G1315C-B DE63056546 1200 Series Diode-array Detector SL G1330B-B DE60560048 1200 Cooled Thermostatted ALS G1379B JP63704615 1260 Infinity Micro Degasser. G1316B DE60556954 1200 Series Thermost. Col. Compartm. SL
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-01316351 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Nov 19, 2025 • Closed: Dec 15, 2025
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 15.3 days stuck in "Scheduled"
⏱️
Total Delay 27.0 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
15.3d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
14.3d / 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
🔧 Work Performed
Agilent HPLC PM performed per Agilent protocol: HPLC Series Preventative Maintenance Service Checklist.
🔍 Technician Findings
During PM execution, leak identified in pump. Reference repair SO 6008290158. UV lamp found defective and replaced per site agreement. All parts replaced with like for like parts. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1260 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1312B DE63057129 1260 Binary Pump G1367C DE64556569 1200 Series High Performance ALS SL G1315C-B DE63056546 1200 Series Diode-array Detector SL G1330B-B DE60560048 1200 Cooled Thermostatted ALS G1379B JP63704615 1260 Infinity Micro Degasser. G1316B DE60556954 1200 Series Thermost. Col. Compartm. SL
📄 Description
1260 Binary Pump
📞 Call Description
DEC 2025 LC PM

Timeline

📞
▶
4 Case Linked Nov 19, 3:17 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01316351
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, 4:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-15T16:00:00.000+0000
🚨 15.9 business days
🔧
Status: Tech On Site by Jared Rappaport Dec 15, 11:18 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 24d 18h
⏱️
2x Labor Added Dec 15, 11:24 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
2x Labor Added Dec 15, 7:34 PM
Type: Labor
Status: Open
Qty: 1.9, 4
🔩
6x Parts Added Dec 15, 7:39 PM
Type: Parts
Status: Open
Qty: 1, 4
⏱️
▶
2 Labor Added Dec 15, 7:45 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 8h 30m
⏱️
▶
2 2x Labor Added Dec 15, 8:59 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 11m
📄
Status: Ready to Bill by Hannah Shaw Dec 16, 1:28 PM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 27m
🚨 14.0 business days
💵
▶
2 Status: Billing Review Jan 6, 11:11 AM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 2m
📨
▶
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 7.7 business hours
Scheduled
Duration: 15.3 business days (threshold: 2.0 business days)
Exceeded by 13.3 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.5 business hours
Ready to Bill
Duration: 13.7 business days (threshold: 1.0 business days)
Exceeded by 12.7 business days

🔗 Related Artifacts

📞
Case 00545345
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 15, 11:00 AM
Created
Nov 19, 3:17 PM
Invoice #
SM-250617

Work Details (13)

Name Type Status Qty Amount Date
WL-03037848 Labor Open 0.5 $0.00 Dec 15, 11:24 AM
WL-03037849 Travel Open 17 $0.00 Dec 15, 11:24 AM
WL-03038545 Labor Open 1.9 $0.00 Dec 15, 7:34 PM
WL-03038544 Labor Open 4 $520.00 Dec 15, 7:34 PM
WL-03038554 Parts Open 1 $0.00 Dec 15, 7:39 PM
WL-03038556 Parts Open 1 $0.00 Dec 15, 7:39 PM
WL-03038555 Parts Open 1 $0.00 Dec 15, 7:39 PM
WL-03038551 Parts Open 1 $0.00 Dec 15, 7:39 PM
WL-03038552 Parts Open 4 $0.00 Dec 15, 7:39 PM
WL-03038553 Parts Open 1 $0.00 Dec 15, 7:39 PM
WL-03038574 Labor Open 0.3 $0.00 Dec 15, 7:45 PM
WL-03038659 Labor Open 0.7 $0.00 Dec 15, 8:59 PM
WL-03038660 Travel Open 17 $0.00 Dec 15, 8:59 PM

Details