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WO-01318509 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 3, 2025 → Dec 30, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (1 biz days early)
Active: 18 biz days
🕐 Clock stopped: Completed (Dec 30, 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
16d
▶ Clock Running
Status: Scheduled
Dec 6 → Dec 30, 2025
16 business days (counted)
Running total: 18 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 30 → Dec 30, 2025
0 business days (counted)
Running total: 18 of ? biz days used
Created: Dec 3, 2025 Completed: Dec 30, 2025
Show SLA Clock Detail (5 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 30 Scheduled ▶ Running 16 18
Dec 30 → Dec 30 Tech On Site ▶ Running 0 18
Dispatch 0.0d
Coordinators 18.7d
Field Work 0.8d
Billing 3.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
18.7 days
Over SLA
Field Work
0.8 days
Billing
3.3 days
Over SLA
Created: Dec 3, 2025 Due: Dec 31, 2025 Completed: Dec 30, 2025 (1 days early)
📅
18.7 days Total Age
⏱️
16.0d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
18.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00548528
6008174596
Closed
15K SYS-LC-1290 Contract ends 07/31/2026 repair included PM G1316C DEBAC08206 1290 Thermostatted Column Compartment G1330B DEBAK18753 1290 Thermostat G4212B DEAA307278 1260 Diode Array Detector G4204A DEBAN00917 1290 Infinity Quaternary Pump G4226A DEBAPO5421 1290 Infinity Autosampler
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-01318509 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Dec 3, 2025 • Closed: Dec 30, 2025
Completed with significant delays
Invoiced • 91 days old
🚨
Primary Delay 16.0 days stuck in "Scheduled"
⏱️
Total Delay 18.6 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
16.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.2d / 1.0d SLA
Ready to Bill
3.3d / 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
HPLC 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. As allowed per Agilent internal IKB, Classic Pump Head was upgraded to EM Pump Head during contract-covered PM. Additional parts were consumed as required for the upgrade: Easy Maintenance Pump Head Quat (Agilent P/N G4204-60300), Quantity 1, Screw, Socket Head Cap, Hex Recess M5 × 0.8 × 40 (Agilent P/N 0515-6154), Qty 4.
⚠️ Problem Description
15K SYS-LC-1290 Contract ends 07/31/2026 repair included PM G1316C DEBAC08206 1290 Thermostatted Column Compartment G1330B DEBAK18753 1290 Thermostat G4212B DEAA307278 1260 Diode Array Detector G4204A DEBAN00917 1290 Infinity Quaternary Pump G4226A DEBAPO5421 1290 Infinity Autosampler
📄 Description
LC 1290 System
📞 Call Description
DEC 2025 LC GORILLA PM

Timeline

📞
▶
4 Case Linked Dec 3, 1:45 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01318509
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
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Dec 5, 9:17 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-30T16:00:00.000+0000
🚨 16.3 business days
🔧
▶
2 Status: Tech On Site Dec 30, 11:33 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
4x Parts Added Dec 30, 4:32 PM
Type: Parts
Status: Open
Qty: 4, 1
⏱️
▶
2 Labor Added Dec 30, 4:41 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 5h 10m
⏱️
Labor Added Dec 30, 4:50 PM
Type: Labor
Status: Open
Qty: 1.0833333333333
🚗
▶
2 2x Travel Added Dec 30, 5:34 PM
2x Travel Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 51m
📄
Status: Ready to Bill by Hannah Shaw Dec 31, 4:51 PM
From: Closed
To: Ready to Bill
Duration in Previous: 23h 16m
⏳ 3.9 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: 16.0 business days (threshold: 2.0 business days)
Exceeded by 14.0 business days
Closed
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Ready to Bill
Duration: 3.3 business days (threshold: 1.0 business days)
Exceeded by 2.3 business days

🔗 Related Artifacts

📞
Case 00548528
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 30, 11:00 AM
Created
Dec 3, 1:46 PM
Invoice #
SM-250617

Work Details (10)

Name Type Status Qty Amount Date
WL-03049699 Labor Open 0.5 $0.00 Dec 30, 11:33 AM
WL-03049700 Travel Open 17 $0.00 Dec 30, 11:33 AM
WL-03050183 Parts Open 4 $0.00 Dec 30, 4:32 PM
WL-03050182 Parts Open 1 $0.00 Dec 30, 4:32 PM
WL-03050184 Parts Open 1 $0.00 Dec 30, 4:32 PM
WL-03050185 Parts Open 1 $0.00 Dec 30, 4:32 PM
WL-03050193 Labor Open 3.5 $520.00 Dec 30, 4:41 PM
WL-03050201 Labor Open 1.0833333333333 $0.00 Dec 30, 4:50 PM
WL-03050243 Travel Open 17 $0.00 Dec 30, 5:34 PM
WL-03050242 Labor Open 0.75 $0.00 Dec 30, 5:34 PM

Details