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WO-01326974 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • EOQ • 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 (14 biz days early)
Active: 15 biz days
🕐 Clock stopped: Completed (Jan 9, 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
11d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 6, 2026
11 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 6 → Jan 7, 2026
1 business day (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech Off Site
Jan 7 → Jan 8, 2026
1 business day (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 8 → Jan 9, 2026
1 business day (counted)
Running total: 15 of ? biz days used
Created: Dec 17, 2025 Completed: Jan 9, 2026
Show SLA Clock Detail (7 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 6 Scheduled ▶ Running 11 12
Jan 6 → Jan 7 Tech On Site ▶ Running 1 13
Jan 7 → Jan 8 Tech Off Site ▶ Running 1 14
Jan 8 → Jan 9 Tech On Site ▶ Running 1 15
Dispatch 0.0d
Coordinators 13.5d
Field Work 3.1d
Billing 13.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
13.5 days
Over SLA
Field Work
3.1 days
Over SLA
Billing
13.4 days
Over SLA
Created: Dec 17, 2025 Due: Jan 31, 2026 Completed: Jan 9, 2026 (22 days early)
📅
15.3 days Total Age
⏱️
11.5d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
20.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
15 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Jared Rappaport — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 6, 2026
Visit 2 Jan 7, 2026
Visit 3 Jan 8, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
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 Invoiced
Preventive Maintenance • Jared Rappaport
Created: Dec 17, 2025 • Closed: Jan 8, 2026
WO-01326974 (current) Invoiced
EOQ • Jared Rappaport
Created: Dec 17, 2025 • Closed: Jan 8, 2026
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 11.5 days stuck in "Scheduled"
⏱️
Total Delay 20.6 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
2.0d / 0.5d SLA
Scheduled
11.5d / 2.0d SLA
Tech On Site
1.9d / 1.0d SLA
Tech Off Site
1.2d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
10.7d / 1.0d SLA
Billing Review
2.6d / 2.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1.12.26 Ycampos - Placing WO in BR per tech Nicholas Willick to update hours. 


Please assign to Jared Rappaport ARP to site is 17 miles. Zone 1

🔧 Work Performed
Agilent HPLC EOQ completed per signed EQP: Amgen_B25 QC Lab_EQP_LC. All tests passed protocol specifications.
🔍 Technician Findings
All required tests passed protocol 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 EOQ

Timeline

📞
Case Linked Dec 17, 10:28 AM
Case Number: 00552387
Subject: 6008270744
Status: Closed
📋
▶
3 Work Order Created Dec 17, 10:41 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, 2:36 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-01-06T16:00:00.000+0000
🚨 12.0 business days
🔧
Status: Tech On Site by Jared Rappaport Jan 6, 2:14 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 18d 23h
⏱️
▶
2 Labor Added Jan 6, 7:38 PM
Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Jared Rappaport
From: Tech On Site
To: Tech Off Site
Duration in Previous: 5h 24m
⏱️
2x Labor Added Jan 6, 8:46 PM
Type: Labor, Travel
Status: Open
Qty: 0.58333333333333, 17
⏱️
2x Labor Added Jan 7, 11:42 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔧
▶
2 Status: Tech On Site Jan 7, 8:19 PM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 3, 5
⏱️
2x Labor Added Jan 7, 10:15 PM
Type: Labor, Travel
Status: Open
Qty: 0.75, 17
⏱️
2x Labor Added Jan 8, 11:28 AM
Type: Labor, Travel
Status: Open
Qty: 0.58333333333333, 17
⏱️
2x Labor Added Jan 8, 8:16 PM
Type: Labor
Status: Open
Qty: 4, 4.5
✔️
Status: Completed by Jared Rappaport Jan 8, 8:26 PM
From: Tech On Site
To: Completed
Duration in Previous: 1d 0h
⏱️
▶
2 2x Labor Added Jan 8, 9:15 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 49m
📄
Status: Ready to Bill by Hannah Shaw Jan 9, 4:32 PM
From: Closed
To: Ready to Bill
Duration in Previous: 19h 16m
⏳ 1.9 business days
💵
Status: Billing Review by Yecenia Campos Jan 12, 2:03 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 2d 21h
⏳ 3.0 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 14, 3:36 PM
From: Billing Review
To: Ready to Bill
Duration in Previous: 2d 1h
🚨 10.0 business days
📨
▶
3 Status: Invoice Pending Jan 28, 1:41 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-252436
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 11.5 business days (threshold: 2.0 business days)
Exceeded by 9.5 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.4 business hours
Ready to Bill
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours
Billing Review
Duration: 2.6 business days (threshold: 2.0 business days)
Exceeded by 4.9 business hours
Ready to Bill
Duration: 9.4 business days (threshold: 1.0 business days)
Exceeded by 8.4 business days

🔗 Related Artifacts

📞
Case 00552387
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
EOQ
Branch
N/A
Technician
Jared Rappaport
Scheduled
Jan 6, 11:00 AM
Created
Dec 17, 10:41 AM
Invoice #
SM-252436

Work Details (15)

Name Type Status Qty Amount Date
WL-03055518 Labor Open 5 $0.00 Jan 6, 7:38 PM
WL-03055622 Labor Open 0.58333333333333 $0.00 Jan 6, 8:46 PM
WL-03055623 Travel Open 17 $0.00 Jan 6, 8:46 PM
WL-03056117 Labor Open 0.5 $0.00 Jan 7, 11:42 AM
WL-03056118 Travel Open 17 $0.00 Jan 7, 11:42 AM
WL-03057030 Labor Open 3 $1,040.00 Jan 7, 8:20 PM
WL-03057031 Labor Open 5 $0.00 Jan 7, 8:20 PM
WL-03057155 Labor Open 0.75 $0.00 Jan 7, 10:15 PM
WL-03057156 Travel Open 17 $0.00 Jan 7, 10:15 PM
WL-03057437 Labor Open 0.58333333333333 $0.00 Jan 8, 11:28 AM
WL-03057438 Travel Open 17 $0.00 Jan 8, 11:28 AM
WL-03058460 Labor Open 4 $0.00 Jan 8, 8:16 PM
WL-03058461 Labor Open 4.5 $0.00 Jan 8, 8:16 PM
WL-03058612 Labor Open 0.91666666666667 $0.00 Jan 8, 9:15 PM
WL-03058613 Travel Open 17 $0.00 Jan 8, 9:15 PM

Details