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WO-01316367 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Nov 19, 2025 → Dec 17, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (9 biz days early)
Active: 18 biz days
🕐 Clock stopped: Completed (Dec 17, 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
17d
▶ Clock Running
Status: Scheduled
Nov 20 → Dec 17, 2025
17 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 18 of ? biz days used
Created: Nov 19, 2025 Completed: Dec 17, 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 17 Scheduled ▶ Running 17 18
Dec 17 → Dec 17 Tech On Site ▶ Running 0 18
Dispatch 0.0d
Coordinators 18.7d
Field Work 1.0d
Billing 11.6d
✓ SLA Met
Dispatch
0.0 days
Coordinators
18.7 days
Over SLA
Field Work
1.0 days
Billing
11.6 days
Over SLA
Created: Nov 19, 2025 Due: Dec 31, 2025 Completed: Dec 17, 2025 (14 days early)
📅
18.4 days Total Age
⏱️
17.3d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
26.8d 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 #00545354
6007973440
Closed
15K SYS-LC-1290IIE Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7116B DEBA414277 1290 Infinity II Multicolumn Thermostat G4234C 000000000033092483 6ps/14pt, 6-column selector 1300 bar G7104A DEBAX06047 1290 Infinity II Flexible Pump. G7167B DEBAQ08000 1290 Infinity II Multisampler G7117C DEAEK15085 1260 Infinity II Diode Array Detector HS G4761A DEBDS15144 Upgrade InfinityLab Sample 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-01316367 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Nov 19, 2025 • Closed: Dec 17, 2025
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 17.3 days stuck in "Scheduled"
⏱️
Total Delay 26.8 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
17.3d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
11.6d / 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: 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 G7116B DEBA414277 1290 Infinity II Multicolumn Thermostat G4234C 000000000033092483 6ps/14pt, 6-column selector 1300 bar G7104A DEBAX06047 1290 Infinity II Flexible Pump. G7167B DEBAQ08000 1290 Infinity II Multisampler G7117C DEAEK15085 1260 Infinity II Diode Array Detector HS G4761A DEBDS15144 Upgrade InfinityLab Sample Thermostat
📄 Description
Agilent - G7104A 1290 Infinity III Flexible Pump
📞 Call Description
DEC 2025 LC PM

Timeline

📞
▶
4 Case Linked Nov 19, 3:44 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01316367
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: 1m, 0m
👷
Technician Assigned by Leona Coonrod
Technician: a0hVU000000hjebYAA, Jared Rappaport
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Nov 20, 4:50 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-17T16:00:00.000+0000
🚨 17.9 business days
🔧
▶
2 Status: Tech On Site Dec 17, 10:30 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
3 3x Parts Added Dec 17, 5:19 PM
3x Parts Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 3.5
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 6h 51m
⏱️
Labor Added Dec 17, 5:32 PM
Type: Labor
Status: Open
Qty: 1
⏱️
▶
2 2x Labor Added Dec 17, 6:36 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 14m
📄
Status: Ready to Bill by Hannah Shaw Dec 18, 2:04 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 27m
🚨 12.0 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: 1.4 business days (threshold: 4.0 business hours)
Exceeded by 7.2 business hours
Scheduled
Duration: 17.3 business days (threshold: 2.0 business days)
Exceeded by 15.3 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.4 business hours
Ready to Bill
Duration: 11.6 business days (threshold: 1.0 business days)
Exceeded by 10.6 business days

🔗 Related Artifacts

📞
Case 00545354
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 17, 11:00 AM
Created
Nov 19, 3:47 PM
Invoice #
SM-250617

Work Details (9)

Name Type Status Qty Amount Date
WL-03040439 Labor Open 0.5 $0.00 Dec 17, 10:31 AM
WL-03040440 Travel Open 17 $0.00 Dec 17, 10:31 AM
WL-03041023 Parts Open 1 $0.00 Dec 17, 5:19 PM
WL-03041024 Parts Open 1 $0.00 Dec 17, 5:19 PM
WL-03041025 Parts Open 1 $0.00 Dec 17, 5:19 PM
WL-03041030 Labor Open 3.5 $585.00 Dec 17, 5:20 PM
WL-03041046 Labor Open 1 $0.00 Dec 17, 5:32 PM
WL-03041203 Labor Open 0.66666666666667 $0.00 Dec 17, 6:36 PM
WL-03041204 Travel Open 17 $0.00 Dec 17, 6:36 PM

Details