Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01326995 ↗ 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: Tech Off Site (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
22d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 22, 2026
22 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Entered
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 22 → Jan 23, 2026
1 business day (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Scheduled
Jan 23 → Jan 27, 2026
2 business days (counted)
Running total: 26 of ? biz days used
Created: Dec 17, 2025 Tech Off Site: Jan 27, 2026
Show SLA Clock Detail (8 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 22 Scheduled ▶ Running 22 23
Jan 22 → Jan 22 Entered ▶ Running 0 23
Jan 22 → Jan 22 Ready for Scheduling ▶ Running 0 23
Jan 22 → Jan 23 Assigned ▶ Running 1 24
Jan 23 → Jan 27 Scheduled ▶ Running 2 26
Dispatch 0.0d
Coordinators 27.2d
Field Work 0.7d
Billing 7.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
27.2 days
Over SLA
Field Work
0.7 days
Billing
7.3 days
Over SLA
Created: Dec 17, 2025 Due: Jan 31, 2026 Completed: Jan 27, 2026 (4 days early)
📅
26.7 days Total Age
⏱️
22.5d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
29.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00552403
6008213466
Closed
15K SYS-LC-1290-E Contract ends 07/31/2026 repair included PM G4220A DEBAA02291 1290 Infinity Binary Pump G4220A DEBAA02291 1290 Infinity Binary Pump G4212A DEBAF03903 1290 Infinity Diode-Array Detector G1170A DEBAD00965 1290 Infinity Valve Drive G4220A DEBAA05234 1290 Infinity Binary Pump G1316C DEBAC10087 1290 Thermostatted Column Compartment G4226A DEBAP06428 1290 Infinity Autosampler G1330B DEBAK21110 1290 Thermostat G1330B DEBAK26791 1290 Thermostat
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-01326995 (current) Invoiced
Preventive Maintenance • Hermilo Solano
Created: Dec 17, 2025 • Closed: Jan 27, 2026
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 22.5 days stuck in "Scheduled"
⏱️
Total Delay 29.1 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
3.3d / 0.5d SLA
Scheduled
24.0d / 2.0d SLA
Tech Off Site
0.7d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
7.3d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Please assign to Hermilo Solano ARP to site is 65 miles. Zone 2

🔧 Work Performed
Performed annual Preventative Maintenance. All required PM parts were replaced. All recommended PM tests passed.
🔍 Technician Findings
N/A
⚠️ Problem Description
15K SYS-LC-1290-E Contract ends 07/31/2026 repair included PM G4220A DEBAA02291 1290 Infinity Binary Pump G4220A DEBAA02291 1290 Infinity Binary Pump G4212A DEBAF03903 1290 Infinity Diode-Array Detector G1170A DEBAD00965 1290 Infinity Valve Drive G4220A DEBAA05234 1290 Infinity Binary Pump G1316C DEBAC10087 1290 Thermostatted Column Compartment G4226A DEBAP06428 1290 Infinity Autosampler G1330B DEBAK21110 1290 Thermostat G1330B DEBAK26791 1290 Thermostat
📄 Description
1290 Infinity Binary Pump
📞 Call Description
JAN 2026 LC PM

Timeline

📞
Case Linked Dec 17, 10:52 AM
Case Number: 00552403
Subject: 6008213466
Status: Closed
📋
▶
3 Work Order Created Dec 17, 11:20 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, 2:43 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-01-26T16:00:00.000+0000
🚨 23.0 business days
🆕
▶
2 Status: Entered Jan 22, 4:27 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Leona Coonrod
Technician: Hermilo Solano
🗓️
▶
2 Status: Scheduled Jan 23, 3:28 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2026-01-26T16:00:00.000+0000
⏳ 2.0 business days
🚗
Status: Tech Off Site by Hermilo Solano Jan 26, 7:00 PM
From: Scheduled
To: Tech Off Site
Duration in Previous: 3d 3h
⏱️
8x Labor Added Jan 27, 12:21 AM
Type: Labor, Travel, Parts
Status: Open
Qty: 2, 6, 2.5, 65, 1
✔️
▶
2 Status: Completed Jan 27, 12:31 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Hermilo Solano
From: Completed
To: Closed
Duration in Previous: 3m
📄
Status: Ready to Bill by Hannah Shaw Jan 27, 4:52 PM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 17m
⚠️ 7.9 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: 22.5 business days (threshold: 2.0 business days)
Exceeded by 20.5 business days
Assigned
Duration: 1.3 business days (threshold: 4.0 business hours)
Exceeded by 6.5 business hours
Ready to Bill
Duration: 7.3 business days (threshold: 1.0 business days)
Exceeded by 6.3 business days

🔗 Related Artifacts

📞
Case 00552403
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Hermilo Solano
Scheduled
Jan 26, 11:00 AM
Created
Dec 17, 11:20 AM
Invoice #
SM-253062

Work Details (8)

Name Type Status Qty Amount Date
WL-03079612 Labor Open 2 $0.00 Jan 27, 12:21 AM
WL-03079613 Labor Open 6 $456.00 Jan 27, 12:21 AM
WL-03079614 Labor Open 2.5 $0.00 Jan 27, 12:21 AM
WL-03079615 Travel Open 65 $359.00 Jan 27, 12:21 AM
WL-03079616 Travel Open 65 $0.00 Jan 27, 12:21 AM
WL-03079617 Parts Open 1 $0.00 Jan 27, 12:21 AM
WL-03079618 Parts Open 1 $0.00 Jan 27, 12:21 AM
WL-03079619 Parts Open 1 $0.00 Jan 27, 12:21 AM

Details