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WO-01326973 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 17, 2025 → Jan 8, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (17 biz days early)
Active: 12 biz days
🕐 Clock stopped: Completed (Jan 6, 2026)
▶ Clock Running
Status: Created
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 17 → Dec 17, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 17 → Dec 18, 2025
1 business day (counted)
Running total: 1 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 5, 2026
10 business days (counted)
Running total: 11 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 5 → Jan 6, 2026
1 business day (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 12 of ? biz days used
Created: Dec 17, 2025 Completed: Jan 6, 2026
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Dec 17 → Dec 17 Created ▶ Running 0 0
Dec 17 → Dec 17 Ready for Scheduling ▶ Running 0 0
Dec 17 → Dec 18 Assigned ▶ Running 1 1
Dec 18 → Jan 5 Scheduled ▶ Running 10 11
Jan 5 → Jan 6 Tech On Site ▶ Running 1 12
Jan 6 → Jan 6 Scheduled ▶ Running 0 12
Dispatch 0.0d
Coordinators 12.6d
Field Work 4.0d
Billing 12.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
12.6 days
Over SLA
Field Work
4.0 days
Over SLA
Billing
12.3 days
Over SLA
Created: Dec 17, 2025 Due: Jan 31, 2026 Completed: Jan 9, 2026 (22 days early)
📅
15.1 days Total Age
⏱️
12.3d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
23.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

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🎫
Case #00552387
6008270744
Closed
15K SYS-LC-1260IIE Contract ends 07/31/2026 repair included PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G7111B DEAEV02276 1260 Infinity II Quaternary Pump G7121A DEAE303717 1260 Infinity II Fluorescence Detector G7114A DEACX20740 1260 Infinity II VW Detector G7129A DEAEQ37980 1260 Infinity II Vialsampler G7116A DEAEM07001 1260 Infinity II Multicolumn Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Dec 17, 2025
Work Orders from this Case (2)
WO-01326973 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Dec 17, 2025 • Closed: Jan 8, 2026
WO-01326974 Invoiced
EOQ • Jared Rappaport
Created: Dec 17, 2025 • Closed: Jan 8, 2026
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 12.3 days stuck in "Ready to Bill"
⏱️
Total Delay 23.4 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
2.0d / 0.5d SLA
Scheduled
10.6d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
3.1d / 1.0d SLA
Closed
1.0d / 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


01-05-2026 JR WO will be closed upon completion of the associated EOQ WO-01326974, per Agilent practices.

🔧 Work Performed
PM completed as per Agilent ACE protocol Amgen_B25-QC-Lab_EQP_LC.
🔍 Technician Findings
All parts replaced with like for like. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1260IIE Contract ends 07/31/2026 repair included PM / EOQ PM + OQ - Most of the time the lamp will be replaced unless the current lamp was just installed or has low accumulated hours. Always have techs order a lamp if they have an OQ with the PM. G7111B DEAEV02276 1260 Infinity II Quaternary Pump G7121A DEAE303717 1260 Infinity II Fluorescence Detector G7114A DEACX20740 1260 Infinity II VW Detector G7129A DEAEQ37980 1260 Infinity II Vialsampler G7116A DEAEM07001 1260 Infinity II Multicolumn Thermostat
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
JAN 2025 LC PM

Timeline

📞
Case Linked Dec 17, 10:28 AM
Case Number: 00552387
Subject: 6008270744
Status: Closed
📋
▶
3 Work Order Created Dec 17, 10:40 AM
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: Jared Rappaport
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 18, 2:37 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-01-05T16:00:00.000+0000
🚨 11.0 business days
🔧
▶
2 Status: Tech On Site Jan 5, 11:40 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
3 5x Parts Added Jan 5, 7:17 PM
5x Parts Added → 2x Labor Added → Status: Scheduled
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 4.5, 3
🗓️
Status: Scheduled by Jared Rappaport
From: Tech On Site
To: Scheduled
Duration in Previous: 7h 39m
⏱️
▶
2 2x Labor Added Jan 5, 7:54 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Scheduled
To: Completed
Duration in Previous: 36m
⏳ 3.5 business days
🏁
Status: Closed by Jared Rappaport Jan 8, 7:32 PM
From: Completed
To: Closed
Duration in Previous: 2d 23h
📄
Status: Ready to Bill by Hannah Shaw Jan 9, 4:35 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 3m
🚨 12.9 business days
📨
▶
3 Status: Invoice Pending Jan 28, 1:41 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-252436

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 10.5 business days (threshold: 2.0 business days)
Exceeded by 8.5 business days
Completed
Duration: 3.1 business days (threshold: 1.0 business days)
Exceeded by 2.1 business days
Ready to Bill
Duration: 12.3 business days (threshold: 1.0 business days)
Exceeded by 11.3 business days

🔗 Related Artifacts

📞
Case 00552387
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Jan 5, 11:00 AM
Created
Dec 17, 10:40 AM
Invoice #
SM-252436

Work Details (11)

Name Type Status Qty Amount Date
WL-03053539 Labor Open 0.5 $0.00 Jan 5, 11:41 AM
WL-03053540 Travel Open 17 $0.00 Jan 5, 11:41 AM
WL-03054160 Parts Open 1 $0.00 Jan 5, 7:17 PM
WL-03054162 Parts Open 2 $0.00 Jan 5, 7:17 PM
WL-03054161 Parts Open 1 $0.00 Jan 5, 7:17 PM
WL-03054164 Parts Open 1 $0.00 Jan 5, 7:17 PM
WL-03054163 Parts Open 1 $0.00 Jan 5, 7:17 PM
WL-03054168 Labor Open 4.5 $0.00 Jan 5, 7:19 PM
WL-03054167 Labor Open 3 $585.00 Jan 5, 7:19 PM
WL-03054237 Labor Open 0.5 $0.00 Jan 5, 7:54 PM
WL-03054238 Travel Open 17 $0.00 Jan 5, 7:54 PM

Details