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WO-01326980 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 17, 2025 → Jan 12, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (12 biz days early)
Active: 17 biz days
🕐 Clock stopped: Completed (Jan 13, 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
15d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 12, 2026
15 business days (counted)
Running total: 16 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 12 → Jan 13, 2026
1 business day (counted)
Running total: 17 of ? biz days used
Created: Dec 17, 2025 Completed: Jan 13, 2026
Show SLA Clock Detail (5 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 12 Scheduled ▶ Running 15 16
Jan 12 → Jan 13 Tech On Site ▶ Running 1 17
Dispatch 0.0d
Coordinators 17.5d
Field Work 1.5d
Billing 10.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
17.5 days
Over SLA
Field Work
1.5 days
Over SLA
Billing
10.4 days
Over SLA
Created: Dec 17, 2025 Due: Jan 31, 2026 Completed: Jan 13, 2026 (18 days early)
📅
17.6 days Total Age
⏱️
15.5d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
24.8d 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

Open in Salesforce →
🎫
Case #00552389
6008210563
Closed
15K SYS-LC-1290 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. G7165A DEAC800964 1260 Infinity II MW Detector G4220A DEBAA05198 1290 Infinity Binary Pump G4212A DEBAF03972 1290 Infinity Diode-Array Detector G1316C DEBAC10135 1290 Thermostatted Column Compartment G1330B DEBAK21183 1290 Thermostat G4226A DEBAP06475 1290 Infinity Autosampler
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-01326980 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Dec 17, 2025 • Closed: Jan 12, 2026
WO-01326983 Canceled
EOQ
Created: Dec 17, 2025
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 15.5 days stuck in "Scheduled"
⏱️
Total Delay 24.8 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
15.5d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
10.4d / 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
HPLC PM completed using Agilent ACE protocol LC.02.68.
🔍 Technician Findings
All parts replaced like for like. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1290 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. G7165A DEAC800964 1260 Infinity II MW Detector G4220A DEBAA05198 1290 Infinity Binary Pump G4212A DEBAF03972 1290 Infinity Diode-Array Detector G1316C DEBAC10135 1290 Thermostatted Column Compartment G1330B DEBAK21183 1290 Thermostat G4226A DEBAP06475 1290 Infinity Autosampler
📄 Description
1290 Infinity Binary Pump
📞 Call Description
JAN 2026 LC PM

Timeline

📞
Case Linked Dec 17, 10:31 AM
Case Number: 00552389
Subject: 6008210563
Status: Closed
📋
▶
3 Work Order Created Dec 17, 10:47 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: 2m, 0m
👷
Technician Assigned by Leona Coonrod
Technician: Jared Rappaport
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 18, 2:39 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-01-12T16:00:00.000+0000
🚨 16.0 business days
🔧
▶
2 Status: Tech On Site Jan 12, 11:38 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 3x Labor Added Jan 12, 10:16 PM
3x Labor Added → 4x Parts Added
🔩
4x Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Jared Rappaport Jan 12, 10:22 PM
From: Tech On Site
To: Completed
Duration in Previous: 10h 43m
⏱️
▶
2 2x Labor Added Jan 12, 11:24 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 3m
📄
Status: Ready to Bill by Hannah Shaw Jan 13, 3:43 PM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 18m
🚨 11.0 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: 15.5 business days (threshold: 2.0 business days)
Exceeded by 13.5 business days
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.7 business hours
Ready to Bill
Duration: 10.4 business days (threshold: 1.0 business days)
Exceeded by 9.4 business days

🔗 Related Artifacts

📞
Case 00552389
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Jan 12, 11:00 AM
Created
Dec 17, 10:47 AM
Invoice #
SM-252436

Work Details (11)

Name Type Status Qty Amount Date
WL-03061570 Labor Open 0.5 $0.00 Jan 12, 11:40 AM
WL-03061571 Travel Open 17 $0.00 Jan 12, 11:40 AM
WL-03062735 Labor Open 0.66666666666667 $0.00 Jan 12, 10:16 PM
WL-03062736 Labor Open 2 $0.00 Jan 12, 10:16 PM
WL-03062737 Labor Open 6.3333333333333 $520.00 Jan 12, 10:16 PM
WL-03062741 Parts Open 1 $0.00 Jan 12, 10:20 PM
WL-03062742 Parts Open 1 $0.00 Jan 12, 10:20 PM
WL-03062743 Parts Open 1 $0.00 Jan 12, 10:20 PM
WL-03062744 Parts Open 1 $0.00 Jan 12, 10:20 PM
WL-03062772 Labor Open 0.5 $0.00 Jan 12, 11:24 PM
WL-03062773 Travel Open 17 $0.00 Jan 12, 11:24 PM

Details