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WO-01324223 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 8, 2025 → Dec 12, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 31, 2025
✓ SLA Met (12 biz days early)
Active: 4 biz days
🕐 Clock stopped: Completed (Dec 12, 2025)
▶ Clock Running
Status: Created
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 8 → Dec 8, 2025
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Dec 8 → Dec 12, 2025
4 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Scheduled
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 4 of ? biz days used
Created: Dec 8, 2025 Completed: Dec 12, 2025
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 8 → Dec 8 Created ▶ Running 0 0
Dec 8 → Dec 8 Ready for Scheduling ▶ Running 0 0
Dec 8 → Dec 12 Assigned ▶ Running 4 4
Dec 12 → Dec 12 Scheduled ▶ Running 0 4
Dec 12 → Dec 12 Tech On Site ▶ Running 0 4
Dispatch 0.0d
Coordinators 5.0d
Field Work 0.8d
Billing 5.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
5.0 days
Over SLA
Field Work
0.8 days
Billing
5.4 days
Over SLA
Created: Dec 8, 2025 Due: Dec 31, 2025 Completed: Dec 12, 2025 (19 days early)
📅
5.0 days Total Age
⏱️
5.4d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
9.0d 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 #00549616
6008127486
Closed
15K SYS-LC-1290 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G4226A DEBAP02542 1290 Infinity Autosampler G1330B DEBAK08010 1290 Thermostat G1316C DEBAC03549 1290 Thermostatted Column Compartment G4220A DEBAA02159 1290 Infinity Binary Pump G1365C DEAAY00428 1260 Multiple Wavelength Detector
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Dec 8, 2025
Work Orders from this Case (1)
WO-01324223 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Dec 8, 2025 • Closed: Dec 12, 2025
Completed with minor delays
Invoiced • 86 days old
🚨
Primary Delay 5.4 days stuck in "Ready to Bill"
⏱️
Total Delay 9.0 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
5.0d / 0.5d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
5.4d / 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
Agilent HPLC PM completed as per Agilent protocol: HPLC Products Preventative Maintenance Service Checklist.
🔍 Technician Findings
All parts replaced with like for like. All tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1290 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G4226A DEBAP02542 1290 Infinity Autosampler G1330B DEBAK08010 1290 Thermostat G1316C DEBAC03549 1290 Thermostatted Column Compartment G4220A DEBAA02159 1290 Infinity Binary Pump G1365C DEAAY00428 1260 Multiple Wavelength Detector
📄 Description
LC 1290 System
📞 Call Description
DEC 2025 LC GORILLA PM

Timeline

📞
▶
4 Case Linked Dec 8, 8:29 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01324223
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
⚠️ 5.0 business days
🗓️
▶
3 Status: Scheduled Dec 12, 11:06 AM
Status: Scheduled → Dispatch Scheduled → 2x Labor Added
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-12T16:00:00.000+0000
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
3 4x Parts Added Dec 12, 4:57 PM
4x Parts Added → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 4, 1.5
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 5h 54m
⏱️
▶
2 2x Labor Added Dec 12, 5:52 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 Dec 15, 3:53 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 22h
⚠️ 6.0 business days
📨
▶
3 Status: Invoice Pending Dec 22, 1:38 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-249754

Bottlenecks

Assigned
Duration: 5.0 business days (threshold: 4.0 business hours)
Exceeded by 4.5 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Ready to Bill
Duration: 5.4 business days (threshold: 1.0 business days)
Exceeded by 4.4 business days

🔗 Related Artifacts

📞
Case 00549616
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 12, 11:00 AM
Created
Dec 8, 8:30 AM
Invoice #
SM-249754

Work Details (10)

Name Type Status Qty Amount Date
WL-03035741 Labor Open 0.5 $0.00 Dec 12, 11:07 AM
WL-03035742 Travel Open 17 $0.00 Dec 12, 11:07 AM
WL-03036291 Parts Open 1 $0.00 Dec 12, 4:57 PM
WL-03036292 Parts Open 2 $0.00 Dec 12, 4:57 PM
WL-03036293 Parts Open 4 $0.00 Dec 12, 4:57 PM
WL-03036294 Parts Open 1 $0.00 Dec 12, 4:57 PM
WL-03036295 Labor Open 4 $520.00 Dec 12, 4:58 PM
WL-03036296 Labor Open 1.5 $0.00 Dec 12, 4:58 PM
WL-03036422 Labor Open 0.75 $0.00 Dec 12, 5:52 PM
WL-03036423 Travel Open 17 $0.00 Dec 12, 5:52 PM

Details