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WO-01317161 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

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

Nov 25, 2025 → Nov 25, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 3, 2025
✓ SLA Met (4 biz days early)
Active: 0 biz days
🕐 Clock stopped: Completed (Nov 25, 2025)
▶ Clock Running
Status: Created
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Assigned
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Nov 25 → Nov 25, 2025
0 business days (counted)
Running total: 0 of ? biz days used
Created: Nov 25, 2025 Completed: Nov 25, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Nov 25 → Nov 25 Created ▶ Running 0 0
Nov 25 → Nov 25 Ready for Scheduling ▶ Running 0 0
Nov 25 → Nov 25 Assigned ▶ Running 0 0
Nov 25 → Nov 25 Tech On Site ▶ Running 0 0
Dispatch 0.0d
Coordinators 0.6d
Field Work 0.4d
Billing 6.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
0.6 days
Over SLA
Field Work
0.4 days
Billing
6.7 days
Over SLA
Created: Nov 25, 2025 Due: Dec 3, 2025 Completed: Nov 26, 2025 (7 days early)
📅
0.9 days Total Age
⏱️
6.7d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
5.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00546693
6008242748
Closed
15K SYS-LC-1260II Repair WO81912378:BINARY PUMP LEAKING
Priority
High
Origin
Phone
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Nov 25, 2025
Work Orders from this Case (1)
WO-01317161 (current) Invoiced
Repair • Jared Rappaport
Created: Nov 25, 2025 • Closed: Nov 25, 2025
Completed with minor delays
Invoiced • 99 days old
🚨
Primary Delay 6.7 days stuck in "Ready to Bill"
⏱️
Total Delay 5.8 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
0.6d / 0.5d SLA
Tech On Site
0.2d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
6.7d / 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
Repaired binary pump (Agilent).
🔍 Technician Findings
Following pump maintenance under SO 6008029829, a leak was observed at the binary pump. Identified the mixing capillary and the mixing-capillary–to–pressure-sensor capillary as defective. Replaced both capillaries with like-for-like parts. Performed pump leak-rate test and system pressure test; both passed Agilent specifications at max pressure. Refer to the PM SO for detailed test results.
⚠️ Problem Description
15K SYS-LC-1260II Repair WO81912378:BINARY PUMP LEAKING
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
DEC 2025 LC REPAIR

Timeline

📞
▶
4 Case Linked Nov 25, 11:55 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01317161
Type: Repair
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: a0hVU000000hjebYAA, Jared Rappaport
🔧
Status: Tech On Site by Jared Rappaport Nov 25, 4:35 PM
From: Assigned
To: Tech On Site
Duration in Previous: 4h 39m
🔩
2x Parts Added Nov 25, 5:48 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 Labor Added Nov 25, 6:01 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 1h 27m
⏱️
▶
2 2x Labor Added Nov 25, 7:25 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 22m
📄
Status: Ready to Bill by Hannah Shaw Nov 26, 1:07 PM
From: Closed
To: Ready to Bill
Duration in Previous: 17h 42m
⚠️ 7.0 business days
📨
▶
3 Status: Invoice Pending Dec 8, 3:42 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-248486

Bottlenecks

Assigned
Duration: 4.7 business hours (threshold: 4.0 business hours)
Exceeded by 0.7 business hours
Ready to Bill
Duration: 6.7 business days (threshold: 1.0 business days)
Exceeded by 5.7 business days

🔗 Related Artifacts

📞
Case 00546693
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Jared Rappaport
Scheduled
N/A
Created
Nov 25, 11:55 AM
Invoice #
SM-248486

Work Details (5)

Name Type Status Qty Amount Date
WL-03020128 Parts Open 1 $0.00 Nov 25, 5:48 PM
WL-03020129 Parts Open 1 $0.00 Nov 25, 5:48 PM
WL-03020149 Labor Open 1.7 $221.00 Nov 25, 6:01 PM
WL-03020231 Labor Open 0.88333333333333 $0.00 Nov 25, 7:25 PM
WL-03020232 Travel Open 17 $0.00 Nov 25, 7:25 PM

Details