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WO-01316363 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Nov 19, 2025 → Dec 16, 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
16d
▶ Clock Running
Status: Scheduled
Nov 20 → Dec 16, 2025
16 business days (counted)
Running total: 17 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 16 → Dec 16, 2025
0 business days (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 16 Scheduled ▶ Running 16 17
Dec 16 → Dec 16 Tech On Site ▶ Running 0 17
Dispatch 0.0d
Coordinators 17.7d
Field Work 0.5d
Billing 12.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
17.7 days
Over SLA
Field Work
0.5 days
Billing
12.3 days
Over SLA
Created: Nov 19, 2025 Due: Dec 31, 2025 Completed: Dec 16, 2025 (15 days early)
📅
17.4 days Total Age
⏱️
16.3d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
27.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545352
6008127484
Closed
15K SYS-LC-1260 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1330B-B DE60557396 1200 Cooled Thermostatted ALS G1315B DE63056921 1200 Diode-array Detector G1316A DE63058890 1260 Thermostatted Column Compartment G1329A DE60558624 1200 Series Standard Autosampler G1312A DE63056340 1200 Series Binary Pump G1379B JP60802183 1260 Infinity Micro Degasser. G1160A DE60555191 1200 Series 12-position/13-port valve G1157A DE60555103 1200 Series 2-position/10-port valve
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-01316363 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Nov 19, 2025 • Closed: Dec 16, 2025
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 16.3 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
1.4d / 0.5d SLA
Scheduled
16.3d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
12.3d / 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 performed per Agilent protocol: HPLC Products - Preventative Maintenance Service Checklist.
🔍 Technician Findings
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 G1330B-B DE60557396 1200 Cooled Thermostatted ALS G1315B DE63056921 1200 Diode-array Detector G1316A DE63058890 1260 Thermostatted Column Compartment G1329A DE60558624 1200 Series Standard Autosampler G1312A DE63056340 1200 Series Binary Pump G1379B JP60802183 1260 Infinity Micro Degasser. G1160A DE60555191 1200 Series 12-position/13-port valve G1157A DE60555103 1200 Series 2-position/10-port valve
📄 Description
LC 1100 System
📞 Call Description
DEC 2025 LC PM

Timeline

📞
▶
4 Case Linked Nov 19, 3:39 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01316363
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, 4:48 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-16T16:00:00.000+0000
🚨 16.9 business days
🔧
▶
2 Status: Tech On Site Dec 16, 11:29 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 Labor Added Dec 16, 2:40 PM
Labor Added → 4x Parts Added
🔩
4x Parts Added
Type: Parts
Status: Open
Qty: 1, 4
⏱️
▶
2 Labor Added Dec 16, 2:56 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 3h 28m
🏁
Status: Closed by Jared Rappaport Dec 16, 3:08 PM
From: Completed
To: Closed
Duration in Previous: 10m
⏳ 2.0 business days
📄
Status: Ready to Bill by Hannah Shaw Dec 17, 4:31 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 1h
🚨 12.9 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: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.3 business hours
Scheduled
Duration: 16.3 business days (threshold: 2.0 business days)
Exceeded by 14.3 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 3.9 business hours
Ready to Bill
Duration: 12.3 business days (threshold: 1.0 business days)
Exceeded by 11.3 business days

🔗 Related Artifacts

📞
Case 00545352
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 16, 11:00 AM
Created
Nov 19, 3:39 PM
Invoice #
SM-250617

Work Details (8)

Name Type Status Qty Amount Date
WL-03039175 Labor Open 0.5 $0.00 Dec 16, 11:30 AM
WL-03039176 Travel Open 17 $0.00 Dec 16, 11:30 AM
WL-03039407 Labor Open 3 $520.00 Dec 16, 2:40 PM
WL-03039418 Parts Open 1 $0.00 Dec 16, 2:45 PM
WL-03039419 Parts Open 1 $0.00 Dec 16, 2:45 PM
WL-03039420 Parts Open 1 $0.00 Dec 16, 2:45 PM
WL-03039421 Parts Open 4 $0.00 Dec 16, 2:45 PM
WL-03039434 Labor Open 0.2 $0.00 Dec 16, 2:56 PM

Details