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WO-01318503 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 3, 2025 → Dec 31, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met
Active: 19 biz days
🕐 Clock stopped: Completed (Dec 31, 2025)
▶ Clock Running
Status: Created
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 3 → Dec 3, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Dec 3 → Dec 6, 2025
2 business days (counted)
Running total: 2 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Dec 6 → Dec 12, 2025
5 business days (counted)
Running total: 7 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 7 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Dec 12 → Dec 31, 2025
12 business days (counted)
Running total: 19 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 31 → Dec 31, 2025
0 business days (counted)
Running total: 19 of ? biz days used
Created: Dec 3, 2025 Completed: Dec 31, 2025
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Dec 3 → Dec 3 Created ▶ Running 0 0
Dec 3 → Dec 3 Ready for Scheduling ▶ Running 0 0
Dec 3 → Dec 6 Assigned ▶ Running 2 2
Dec 6 → Dec 12 Scheduled ▶ Running 5 7
Dec 12 → Dec 12 Tech On Site ▶ Running 0 7
Dec 12 → Dec 31 Scheduled ▶ Running 12 19
Dec 31 → Dec 31 Tech On Site ▶ Running 0 19
Dispatch 0.0d
Coordinators 20.7d
Field Work 0.8d
Billing 2.8d
✓ SLA Met
Dispatch
0.0 days
Coordinators
20.7 days
Over SLA
Field Work
0.8 days
Billing
2.8 days
Over SLA
Created: Dec 3, 2025 Due: Dec 31, 2025 Completed: Dec 31, 2025 (on time)
📅
19.7 days Total Age
⏱️
13.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
18.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jared Rappaport — scheduling delays attributed to technician, not coordinators
Visit 1 Dec 31, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548514
6008174592
Closed
15K SYS-LC-1200-E Contract ends 07/31/2026 repair included PM G1330A DE82207403 Thermostat for 1100 samplers (WPS & ALS G1315A US72101724 1100 Diode-array Detector 1312A DE11108144 1200 Series Binary Pump G1322A JP05028694 1260 Standard Degasser 1316A DE91611040 1260 Thermostatted Column Compartment 1314A JP73705430 1100 VWD G1329A DE11106458 1200 Series Standard Autosampler G1361A-B DE60555987 1200 Preparative Pump G1160A DE60555987 1200 Series 12-position/13-port valve
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Dec 3, 2025
Work Orders from this Case (1)
WO-01318503 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Dec 3, 2025 • Closed: Dec 31, 2025
Completed with significant delays
Invoiced • 91 days old
🚨
Primary Delay 13.0 days stuck in "Scheduled"
⏱️
Total Delay 18.1 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
2.7d / 0.5d SLA
Scheduled
18.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
2.8d / 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: HPLC Products - Standard Preventative Maintenance Service Checklist
🔍 Technician Findings
All parts replaced with like for like. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1200-E Contract ends 07/31/2026 repair included PM G1330A DE82207403 Thermostat for 1100 samplers (WPS & ALS G1315A US72101724 1100 Diode-array Detector 1312A DE11108144 1200 Series Binary Pump G1322A JP05028694 1260 Standard Degasser 1316A DE91611040 1260 Thermostatted Column Compartment 1314A JP73705430 1100 VWD G1329A DE11106458 1200 Series Standard Autosampler G1361A-B DE60555987 1200 Preparative Pump G1160A DE60555987 1200 Series 12-position/13-port valve
📄 Description
LC 1200 System Enhanced LC Features
📞 Call Description
DEC 2024 LC GORILLA PM

Timeline

📞
Case Linked Dec 3, 1:16 PM
Case Number: 00548514
Subject: 6008174592
Status: Closed
📋
▶
3 Work Order Created Dec 3, 1:27 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: a0hVU000000hjebYAA, Jared Rappaport
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 5, 8:50 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-12T16:00:00.000+0000
⚠️ 5.4 business days
🔧
▶
3 Status: Tech On Site Dec 12, 11:02 AM
Status: Tech On Site → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Jared Rappaport
From: Tech On Site
To: Scheduled
Duration in Previous: 2m
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-31T16:00:00.000+0000
🚨 13.0 business days
🔧
▶
2 Status: Tech On Site Dec 31, 11:51 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
3 2x Labor Added Dec 31, 4:57 PM
2x 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: 5h 9m
⏱️
▶
2 2x Labor Added Dec 31, 5:51 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 51m
⏳ 1.8 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 2, 12:33 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 18h
⏳ 3.0 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: 2.7 business days (threshold: 4.0 business hours)
Exceeded by 2.2 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Scheduled
Duration: 13.0 business days (threshold: 2.0 business days)
Exceeded by 11.0 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Ready to Bill
Duration: 2.8 business days (threshold: 1.0 business days)
Exceeded by 1.8 business days

🔗 Related Artifacts

📞
Case 00548514
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 31, 11:00 AM
Created
Dec 3, 1:27 PM
Invoice #
SM-250617

Work Details (9)

Name Type Status Qty Amount Date
WL-03051504 Labor Open 0.5 $0.00 Dec 31, 11:52 AM
WL-03051505 Travel Open 17 $0.00 Dec 31, 11:52 AM
WL-03051819 Labor Open 4 $585.00 Dec 31, 4:57 PM
WL-03051820 Labor Open 0.75 $0.00 Dec 31, 4:57 PM
WL-03051821 Parts Open 1 $0.00 Dec 31, 5:00 PM
WL-03051822 Parts Open 1 $0.00 Dec 31, 5:00 PM
WL-03051823 Parts Open 1 $0.00 Dec 31, 5:00 PM
WL-03051863 Labor Open 0.75 $0.00 Dec 31, 5:51 PM
WL-03051864 Travel Open 17 $0.00 Dec 31, 5:51 PM

Details