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WO-01316395 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • PC

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

Nov 19, 2025 → Dec 8, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (15 biz days early)
Active: 12 biz days
🕐 Clock stopped: Completed (Dec 9, 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
8d
▶ Clock Running
Status: Scheduled
Nov 20 → Dec 4, 2025
8 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 4 → Dec 4, 2025
0 business days (counted)
Running total: 9 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 4 → Dec 5, 2025
1 business day (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Dec 5 → Dec 5, 2025
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 5 → Dec 6, 2025
0 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 6 → Dec 6, 2025
0 business days (counted)
Running total: 10 of ? biz days used
2d
▶ Clock Running
Status: Tech Off Site
Dec 6 → Dec 9, 2025
2 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 9 → Dec 9, 2025
0 business days (counted)
Running total: 12 of ? biz days used
Created: Nov 19, 2025 Completed: Dec 9, 2025
Show SLA Clock Detail (12 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 4 Scheduled ▶ Running 8 9
Dec 4 → Dec 4 Tech On Site ▶ Running 0 9
Dec 4 → Dec 5 Scheduled ▶ Running 1 10
Dec 5 → Dec 5 Tech On Site ▶ Running 0 10
Dec 5 → Dec 5 Tech Off Site ▶ Running 0 10
Dec 5 → Dec 6 Tech On Site ▶ Running 0 10
Dec 6 → Dec 6 Scheduled ▶ Running 0 10
Dec 6 → Dec 9 Tech Off Site ▶ Running 2 12
Dec 9 → Dec 9 Tech On Site ▶ Running 0 12
Dispatch 0.0d
Coordinators 10.5d
Field Work 3.3d
Billing 9.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
10.5 days
Over SLA
Field Work
3.3 days
Billing
9.4 days
Over SLA
Created: Nov 19, 2025 Due: Dec 31, 2025 Completed: Dec 9, 2025 (22 days early)
📅
11.6 days Total Age
⏱️
9.4d in Ready to Bill Longest Stage
🔄
15 transitions Status Changes
⚠️
15.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
18 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Jared Rappaport — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 4, 2025
Visit 2 Dec 5, 2025
Visit 3 Dec 8, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545392
6008127498
Closed
15K SYS-LC-1260IIE Contract ends 07/31/2026 repair included PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G7111B DEAEW08719 1260 Infinity II Quaternary Pump G7116A DEAED26711 1260 Infinity II Multicolumn Thermostat G4761A DEBBP32010 Upgrade InfinityLab Sample Thermostat G7129A DEAEQ43184 1260 Infinity II Vialsampler G7121A DEAE304260 1260 Infinity II Fluorescence Detector G7114A DEACX23877 1260 Infinity II VW Detector
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Nov 19, 2025
Work Orders from this Case (2)
WO-01316394 Invoiced
Preventive Maintenance • Jared Rappaport
Created: Nov 19, 2025 • Closed: Dec 8, 2025
WO-01316395 (current) Invoiced
EOQ • Jared Rappaport
Created: Nov 19, 2025 • Closed: Dec 8, 2025
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 9.4 days stuck in "Ready to Bill"
⏱️
Total Delay 15.4 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
9.3d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Tech Off Site
2.2d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
9.4d / 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
🔧 Work Performed
EOQ performed per ACE signed protocol: Amgen_B25 QC Lab_EQP_LC.
🔍 Technician Findings
All required tests passed.
⚠️ Problem Description
15K SYS-LC-1260IIE Contract ends 07/31/2026 repair included PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G7111B DEAEW08719 1260 Infinity II Quaternary Pump G7116A DEAED26711 1260 Infinity II Multicolumn Thermostat G4761A DEBBP32010 Upgrade InfinityLab Sample Thermostat G7129A DEAEQ43184 1260 Infinity II Vialsampler G7121A DEAE304260 1260 Infinity II Fluorescence Detector G7114A DEACX23877 1260 Infinity II VW Detector
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
DEC 2025 LC EOQ

Timeline

📞
Case Linked Nov 19, 4:40 PM
Case Number: 00545392
Subject: 6008127498
Status: Closed
📋
▶
3 Work Order Created Nov 19, 4:48 PM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
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, 5:00 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-02T16:00:00.000+0000
⚠️ 5.9 business days
📅
Dispatch Scheduled by Jared Rappaport Dec 1, 8:30 PM
Scheduled For: 2025-12-03T16:00:00.000+0000
⏳ 3.4 business days
🔧
▶
4 Status: Tech On Site Dec 4, 11:37 AM
Status: Tech On Site → 2x Labor Added → Status: Scheduled → Dispatch Scheduled
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🗓️
Status: Scheduled by Jared Rappaport
From: Tech On Site
To: Scheduled
Duration in Previous: 3m
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-04T16:00:00.000+0000
🔧
▶
3 Status: Tech On Site Dec 4, 7:42 PM
Status: Tech On Site → 2x Labor Added → Status: Tech Off Site
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 4, 3.7
🚗
Status: Tech Off Site by Jared Rappaport
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2m
⏱️
2x Labor Added Dec 4, 8:31 PM
Type: Labor, Travel
Status: Open
Qty: 0.8, 17
🔧
▶
2 Status: Tech On Site Dec 5, 11:20 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🗓️
▶
2 Status: Scheduled Dec 5, 9:20 PM
Status: Scheduled → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 4, 5
🚗
▶
2 Status: Tech Off Site Dec 5, 9:56 PM
Status: Tech Off Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏳ 1.3 business days
⏱️
2x Labor Added Dec 8, 11:33 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔧
Status: Tech On Site by Jared Rappaport Dec 8, 8:29 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 2d 22h
⏱️
2x Labor Added Dec 8, 8:52 PM
Type: Labor
Status: Open
Qty: 4, 5.1666666666667
✔️
Status: Completed by Jared Rappaport Dec 8, 9:00 PM
From: Tech On Site
To: Completed
Duration in Previous: 30m
⏱️
▶
2 2x Labor Added Dec 8, 9:39 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 39m
📄
Status: Ready to Bill by Hannah Shaw Dec 9, 3:46 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 5m
🚨 10.0 business days
📨
▶
3 Status: Invoice Pending Dec 22, 1:38 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-249754
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m

Bottlenecks

Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.2 business hours
Scheduled
Duration: 8.2 business days (threshold: 2.0 business days)
Exceeded by 6.2 business days
Ready to Bill
Duration: 9.4 business days (threshold: 1.0 business days)
Exceeded by 8.4 business days

🔗 Related Artifacts

📞
Case 00545392
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 4, 11:00 AM
Created
Nov 19, 4:48 PM
Invoice #
SM-249754

Work Details (18)

Name Type Status Qty Amount Date
WL-03026203 Labor Open 0.5 $0.00 Dec 4, 11:38 AM
WL-03026204 Travel Open 17 $0.00 Dec 4, 11:38 AM
WL-03027197 Labor Open 4 $1,040.00 Dec 4, 7:44 PM
WL-03027198 Labor Open 3.7 $0.00 Dec 4, 7:44 PM
WL-03027262 Labor Open 0.8 $0.00 Dec 4, 8:31 PM
WL-03027263 Travel Open 17 $0.00 Dec 4, 8:31 PM
WL-03027839 Labor Open 0.5 $0.00 Dec 5, 11:21 AM
WL-03027840 Travel Open 17 $0.00 Dec 5, 11:21 AM
WL-03028905 Labor Open 4 $0.00 Dec 5, 9:23 PM
WL-03028906 Labor Open 5 $0.00 Dec 5, 9:23 PM
WL-03028948 Labor Open 0.5 $0.00 Dec 5, 9:58 PM
WL-03028949 Travel Open 17 $0.00 Dec 5, 9:58 PM
WL-03030009 Labor Open 0.5 $0.00 Dec 8, 11:33 AM
WL-03030010 Travel Open 17 $0.00 Dec 8, 11:33 AM
WL-03030821 Labor Open 4 $0.00 Dec 8, 8:52 PM
WL-03030822 Labor Open 5.1666666666667 $0.00 Dec 8, 8:52 PM
WL-03030861 Labor Open 0.5 $0.00 Dec 8, 9:39 PM
WL-03030862 Travel Open 17 $0.00 Dec 8, 9:39 PM

Details