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WO-01326992 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 17, 2025 → Jan 27, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (3 biz days early)
Active: 26 biz days
🕐 Clock stopped: Completed (Jan 27, 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
25d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 27, 2026
25 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 26 of ? biz days used
Created: Dec 17, 2025 Completed: Jan 27, 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 27 Scheduled ▶ Running 25 26
Jan 27 → Jan 27 Tech On Site ▶ Running 0 26
Dispatch 0.0d
Coordinators 27.5d
Field Work 1.1d
Billing 5.4d
✓ SLA Met
Dispatch
0.0 days
Coordinators
27.5 days
Over SLA
Field Work
1.1 days
Billing
5.4 days
Over SLA
Created: Dec 17, 2025 Due: Jan 31, 2026 Completed: Jan 28, 2026 (3 days early)
📅
27.1 days Total Age
⏱️
25.5d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
30.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552402
6008210545
Closed
15K SYS-LC-1290 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp 4226A DEBAP06434 1290 Infinity Autosampler G1170A DEBAD00966 1290 Infinity Valve Drive G4220A DEBAA05067 1290 Infinity Binary Pump G1316C DEBAC10085 1290 Thermostatted Column Compartment G1330B DEBAK21067 1290 Thermostat G4212A DEBAF03914 1290 Infinity Diode-Array Detector
Priority
High
Origin
Phone
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Dec 17, 2025
Work Orders from this Case (1)
WO-01326992 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Dec 17, 2025 • Closed: Jan 27, 2026
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 25.5 days stuck in "Scheduled"
⏱️
Total Delay 30.4 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
25.5d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
2.0d / 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
HPLC PM completed as per Agilent protocol: HPLC Products Preventative Maintenance Service Checklist.
🔍 Technician Findings
All parts replaced with like for like. All required 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 4226A DEBAP06434 1290 Infinity Autosampler G1170A DEBAD00966 1290 Infinity Valve Drive G4220A DEBAA05067 1290 Infinity Binary Pump G1316C DEBAC10085 1290 Thermostatted Column Compartment G1330B DEBAK21067 1290 Thermostat G4212A DEBAF03914 1290 Infinity Diode-Array Detector
📄 Description
LC 1290 System
📞 Call Description
JAN 2026 LC PM

Timeline

📞
Case Linked Dec 17, 10:52 AM
Case Number: 00552402
Subject: 6008210545
Status: Closed
📋
▶
3 Work Order Created Dec 17, 11:13 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, 2:42 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-01-27T16:00:00.000+0000
🚨 26.0 business days
🔧
Status: Tech On Site by Jared Rappaport Jan 27, 11:12 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 39d 20h
⏱️
4x Labor Added Jan 27, 5:23 PM
Type: Labor, Travel
Status: Open
Qty: 0.66666666666667, 3.5, 2.3333333333333, 17
🔩
▶
2 3x Parts Added Jan 27, 5:30 PM
3x Parts Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 6h 18m
⏱️
▶
2 2x Labor Added Jan 27, 8:07 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 2h 36m
⏳ 2.5 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 29, 3:33 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 19h
⚠️ 6.0 business days
📨
▶
3 Status: Invoice Pending Feb 5, 1:11 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-253062
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m

Bottlenecks

Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 25.5 business days (threshold: 2.0 business days)
Exceeded by 23.5 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 5.4 business days (threshold: 1.0 business days)
Exceeded by 4.4 business days

🔗 Related Artifacts

📞
Case 00552402
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Jan 27, 11:00 AM
Created
Dec 17, 11:13 AM
Invoice #
SM-253062

Work Details (9)

Name Type Status Qty Amount Date
WL-03080542 Labor Open 0.66666666666667 $0.00 Jan 27, 5:23 PM
WL-03080543 Labor Open 3.5 $520.00 Jan 27, 5:23 PM
WL-03080544 Labor Open 2.3333333333333 $0.00 Jan 27, 5:23 PM
WL-03080545 Travel Open 17 $0.00 Jan 27, 5:23 PM
WL-03080564 Parts Open 1 $0.00 Jan 27, 5:30 PM
WL-03080565 Parts Open 1 $0.00 Jan 27, 5:30 PM
WL-03080566 Parts Open 1 $0.00 Jan 27, 5:30 PM
WL-03080849 Labor Open 0.58333333333333 $0.00 Jan 27, 8:07 PM
WL-03080850 Travel Open 17 $0.00 Jan 27, 8:07 PM

Details