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← WO Overview

WO-01316388 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Nov 19, 2025 → Dec 23, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (5 biz days early)
Active: 22 biz days
🕐 Clock stopped: Completed (Dec 23, 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
20d
▶ Clock Running
Status: Scheduled
Nov 20 → Dec 22, 2025
20 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 22 → Dec 22, 2025
0 business days (counted)
Running total: 21 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 22 → Dec 23, 2025
1 business day (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 23 → Dec 23, 2025
0 business days (counted)
Running total: 22 of ? biz days used
Created: Nov 19, 2025 Completed: Dec 23, 2025
Show SLA Clock Detail (10 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 22 Scheduled ▶ Running 20 21
Dec 22 → Dec 22 Tech On Site ▶ Running 0 21
Dec 22 → Dec 22 Scheduled ▶ Running 0 21
Dec 22 → Dec 22 Tech Off Site ▶ Running 0 21
Dec 22 → Dec 22 Tech On Site ▶ Running 0 21
Dec 22 → Dec 23 Tech Off Site ▶ Running 1 22
Dec 23 → Dec 23 Tech On Site ▶ Running 0 22
Dispatch 0.0d
Coordinators 21.6d
Field Work 1.9d
Billing 8.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
21.6 days
Over SLA
Field Work
1.9 days
Billing
8.4 days
Over SLA
Created: Nov 19, 2025 Due: Dec 31, 2025 Completed: Dec 23, 2025 (8 days early)
📅
22.3 days Total Age
⏱️
20.2d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
26.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Jared Rappaport — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 22, 2025
Visit 2 Dec 23, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545386
6008203211
Closed
15K SYS-LC-1200 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1316A DE23929368 1260 Thermostatted Column Compartment G1322A JP05030369 1260 Standard Degasser G1365B DE11101171 1200 Multi-Wavelength Detector G1330B DE13200128 1290 Thermostat G1329A DE11107214 1200 Series Standard Autosampler G1312A DE11108634 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-01316388 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Nov 19, 2025 • Closed: Dec 23, 2025
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 20.2 days stuck in "Scheduled"
⏱️
Total Delay 26.4 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
1.3d / 0.5d SLA
Scheduled
20.3d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Tech Off Site
1.1d / 2.0d SLA
Closed
0.3d / 1.0d SLA
Ready to Bill
8.4d / 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


12-22-25 JR – Unable to close PM until a repair WO is generated and closed for corresponding Agilent SO 6008316062. Leona Coonrod is out of office; EMSAR Dispatch was contacted via email to request the required WO. No response received to date.

🔧 Work Performed
PM completed as per Agilent Protocol: HPLC Products Preventative Maintenance Service Checklist.
🔍 Technician Findings
UV lamp found defective and replaced with like for like as per site agreement. 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 G1316A DE23929368 1260 Thermostatted Column Compartment G1322A JP05030369 1260 Standard Degasser G1365B DE11101171 1200 Multi-Wavelength Detector G1330B DE13200128 1290 Thermostat G1329A DE11107214 1200 Series Standard Autosampler G1312A DE11108634 1200 Series Binary Pump
📄 Description
1200 Series Binary Pump
📞 Call Description
DEC 2025 LC PM

Timeline

📞
▶
4 Case Linked Nov 19, 4:35 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01316388
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
⏳ 1.9 business days
🗓️
▶
2 Status: Scheduled Nov 20, 5:06 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-22T16:00:00.000+0000
🚨 20.9 business days
🔧
▶
2 Status: Tech On Site Dec 22, 11:21 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
3x Parts Added Dec 22, 4:57 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 2x Labor Added Dec 22, 5:37 PM
2x Labor Added → Status: Scheduled
🗓️
Status: Scheduled by Jared Rappaport
From: Tech On Site
To: Scheduled
Duration in Previous: 6h 18m
🚗
Status: Tech Off Site by Jared Rappaport Dec 22, 6:28 PM
From: Scheduled, Tech Off Site, Tech On Site
To: Tech Off Site, Tech On Site
Duration in Previous: 48m, 0m
🚗
2x Travel Added Dec 22, 6:35 PM
Type: Travel, Labor
Status: Open
Qty: 17, 0.83333333333333
🔧
▶
2 Status: Tech On Site Dec 23, 1:53 PM
Status: Tech On Site → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 0.2
✔️
Status: Completed by Jared Rappaport Dec 23, 1:58 PM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 5m, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 23, 4:06 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2h 7m
⚠️ 9.0 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: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.4 business hours
Scheduled
Duration: 20.2 business days (threshold: 2.0 business days)
Exceeded by 18.2 business days
Ready to Bill
Duration: 8.4 business days (threshold: 1.0 business days)
Exceeded by 7.4 business days

🔗 Related Artifacts

📞
Case 00545386
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 22, 11:00 AM
Created
Nov 19, 4:36 PM
Invoice #
SM-250617

Work Details (10)

Name Type Status Qty Amount Date
WL-03045077 Labor Open 0.5 $0.00 Dec 22, 11:22 AM
WL-03045078 Travel Open 17 $0.00 Dec 22, 11:22 AM
WL-03045480 Parts Open 1 $0.00 Dec 22, 4:57 PM
WL-03045482 Parts Open 1 $0.00 Dec 22, 4:57 PM
WL-03045481 Parts Open 1 $0.00 Dec 22, 4:57 PM
WL-03045507 Labor Open 1.6666666666667 $0.00 Dec 22, 5:37 PM
WL-03045506 Labor Open 4 $520.00 Dec 22, 5:37 PM
WL-03045630 Travel Open 17 $0.00 Dec 22, 6:35 PM
WL-03045629 Labor Open 0.83333333333333 $0.00 Dec 22, 6:35 PM
WL-03046331 Labor Open 0.2 $0.00 Dec 23, 1:56 PM

Details