Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316399 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Nov 19, 2025 → Dec 29, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (2 biz days early)
Active: 25 biz days
🕐 Clock stopped: Completed (Dec 29, 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
24d
▶ Clock Running
Status: Scheduled
Nov 20 → Dec 29, 2025
24 business days (counted)
Running total: 25 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 29 → Dec 29, 2025
0 business days (counted)
Running total: 25 of ? biz days used
Created: Nov 19, 2025 Completed: Dec 29, 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 29 Scheduled ▶ Running 24 25
Dec 29 → Dec 29 Tech On Site ▶ Running 0 25
Dispatch 0.0d
Coordinators 25.5d
Field Work 0.5d
Billing 4.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
25.5 days
Over SLA
Field Work
0.5 days
Billing
4.9 days
Over SLA
Created: Nov 19, 2025 Due: Dec 31, 2025 Completed: Dec 29, 2025 (2 days early)
📅
25.3 days Total Age
⏱️
24.3d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
27.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00545401
6008129021
Closed
15K SYS-LC-1290IIX Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7120A DEBA200604 1290 Infinity II High Speed Pump G1310A-A DE43607698 1100 Isocratic 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-01316399 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Nov 19, 2025 • Closed: Dec 29, 2025
Completed with significant delays
Invoiced • 105 days old
🚨
Primary Delay 24.3 days stuck in "Scheduled"
⏱️
Total Delay 27.2 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
24.3d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.3d / 1.0d SLA
Ready to Bill
4.9d / 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
PM completed as per Agilent protocol: Agilent 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-1290IIX Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7120A DEBA200604 1290 Infinity II High Speed Pump G1310A-A DE43607698 1100 Isocratic Pump
📄 Description
1290 Infinity II High Speed Pump
📞 Call Description
DEC 2025 LC PM

Timeline

📞
▶
4 Case Linked Nov 19, 4:54 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01316399
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, 4:56 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-29T16:00:00.000+0000
🚨 24.9 business days
🔧
▶
2 Status: Tech On Site Dec 29, 12:23 PM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
3 Labor Added Dec 29, 3:30 PM
Labor Added → 3x Parts Added → Status: Completed
🔩
3x Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 3h 11m
⏱️
▶
2 2x Labor Added Dec 29, 4:29 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 54m
📄
Status: Ready to Bill by Hannah Shaw Dec 30, 12:00 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 31m
⚠️ 5.0 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 6.1 business hours
Scheduled
Duration: 24.3 business days (threshold: 2.0 business days)
Exceeded by 22.3 business days
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Ready to Bill
Duration: 4.9 business days (threshold: 1.0 business days)
Exceeded by 3.9 business days

🔗 Related Artifacts

📞
Case 00545401
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 29, 11:00 AM
Created
Nov 19, 4:54 PM
Invoice #
SM-250617

Work Details (8)

Name Type Status Qty Amount Date
WL-03048925 Labor Open 0.5 $0.00 Dec 29, 12:25 PM
WL-03048926 Travel Open 17 $0.00 Dec 29, 12:26 PM
WL-03049114 Labor Open 3.5 $585.00 Dec 29, 3:30 PM
WL-03049117 Parts Open 1 $0.00 Dec 29, 3:32 PM
WL-03049118 Parts Open 1 $0.00 Dec 29, 3:32 PM
WL-03049119 Parts Open 1 $0.00 Dec 29, 3:32 PM
WL-03049220 Labor Open 0.75 $0.00 Dec 29, 4:29 PM
WL-03049221 Travel Open 17 $0.00 Dec 29, 4:29 PM

Details