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← WO Overview

WO-01326373 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

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

Dec 12, 2025 → Dec 16, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Dec 18, 2025
✓ SLA Met (2 biz days early)
Active: 2 biz days
🕐 Clock stopped: Completed (Dec 16, 2025)
▶ Clock Running
Status: Created
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 12 → Dec 12, 2025
0 business days (counted)
Running total: 0 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Dec 12 → Dec 16, 2025
2 business days (counted)
Running total: 2 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 16 → Dec 16, 2025
0 business days (counted)
Running total: 2 of ? biz days used
Created: Dec 12, 2025 Completed: Dec 16, 2025
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Dec 12 → Dec 12 Created ▶ Running 0 0
Dec 12 → Dec 12 Ready for Scheduling ▶ Running 0 0
Dec 12 → Dec 16 Assigned ▶ Running 2 2
Dec 16 → Dec 16 Tech On Site ▶ Running 0 2
Dispatch 0.0d
Coordinators 2.6d
Field Work 0.3d
Billing 12.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.6 days
Over SLA
Field Work
0.3 days
Billing
12.3 days
Over SLA
Created: Dec 12, 2025 Due: Dec 18, 2025 Completed: Dec 16, 2025 (2 days early)
📅
2.6 days Total Age
⏱️
12.3d in Ready to Bill Longest Stage
🔄
6 transitions Status Changes
⚠️
13.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
2 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00551386
6008283643
Closed
15K SYS-LC-1200-E Repair WO82213634:PRESSURE TEST FAILURE
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Dec 12, 2025
Work Orders from this Case (1)
WO-01326373 (current) Invoiced
Repair • Jared Rappaport
Created: Dec 12, 2025 • Closed: Dec 16, 2025
Completed with significant delays
Invoiced • 82 days old
🚨
Primary Delay 12.3 days stuck in "Ready to Bill"
⏱️
Total Delay 13.6 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
2.6d / 0.5d SLA
Tech On Site
0.3d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
12.3d / 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
Repaired Agilent HPLC pump.
🔍 Technician Findings
During PM SO 6008128986, the system pressure test failed. A leaking damper was identified. The solvent tray, degasser, and pump modules were unstacked to access the pump. The pump module was opened, and the damper was replaced with a like-for-like part. Modules were restacked and solvent lines reconnected. A system pressure test was performed at the pump outlet and passed. A leak test was then performed and passed.
⚠️ Problem Description
15K SYS-LC-1200-E Repair WO82213634:PRESSURE TEST FAILURE
📄 Description
1200 Series Binary Pump
📞 Call Description
DEC 2025 LC REPAIR

Timeline

📞
▶
4 Case Linked Dec 12, 1:49 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01326373
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: Jared Rappaport
⏳ 3.0 business days
🔧
Status: Tech On Site by Jared Rappaport Dec 16, 3:08 PM
From: Assigned
To: Tech On Site
Duration in Previous: 4d 1h
🔩
Parts Added Dec 16, 5:45 PM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
2 Labor Added Dec 16, 5:51 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 2h 46m, 0m
📄
Status: Ready to Bill by Hannah Shaw Dec 17, 4:33 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 38m
🚨 12.9 business days
📨
▶
3 Status: Invoice Pending Jan 6, 4:26 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-250617

Bottlenecks

Assigned
Duration: 2.6 business days (threshold: 4.0 business hours)
Exceeded by 2.1 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours
Ready to Bill
Duration: 12.3 business days (threshold: 1.0 business days)
Exceeded by 11.3 business days

🔗 Related Artifacts

📞
Case 00551386
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Jared Rappaport
Scheduled
N/A
Created
Dec 12, 1:50 PM
Invoice #
SM-250617

Work Details (2)

Name Type Status Qty Amount Date
WL-03039744 Parts Open 1 $0.00 Dec 16, 5:45 PM
WL-03039755 Labor Open 3 $390.00 Dec 16, 5:51 PM

Details