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WO-01327012 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 17, 2025 → Jan 19, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (9 biz days early)
Active: 20 biz days
🕐 Clock stopped: Completed (Jan 19, 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
19d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 19, 2026
19 business days (counted)
Running total: 20 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 19 → Jan 19, 2026
0 business days (counted)
Running total: 20 of ? biz days used
Created: Dec 17, 2025 Completed: Jan 19, 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 19 Scheduled ▶ Running 19 20
Jan 19 → Jan 19 Tech On Site ▶ Running 0 20
Dispatch 0.0d
Coordinators 21.4d
Billing 12.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
21.4 days
Over SLA
Billing
12.3 days
Over SLA
Created: Dec 17, 2025 Due: Jan 31, 2026 Completed: Jan 19, 2026 (12 days early)
📅
20.9 days Total Age
⏱️
19.5d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
30.2d 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 #00552405
6008207496
Closed
15K SYS-LC-1260IIE Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G4225A JPAAB08050 1260 Infinity High Performance Degasser G7167A DEAC100933 1260 Infinity II Multisampler G7112B DEAGO00299 1260 Infinity II Binary Pump G7116A DEAED02531 1260 Infinity II Multicolumn 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-01327012 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Dec 17, 2025 • Closed: Jan 19, 2026
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 19.5 days stuck in "Scheduled"
⏱️
Total Delay 30.2 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
1.9d / 0.5d SLA
Scheduled
19.5d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 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
🔧 Work Performed
HPLC PM completed as per Agilent protocol: Agilent InfinityLab LC Series Preventative Maintenance Checklist.
🔍 Technician Findings
All parts like-for-like. All tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1260IIE Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G4225A JPAAB08050 1260 Infinity High Performance Degasser G7167A DEAC100933 1260 Infinity II Multisampler G7112B DEAGO00299 1260 Infinity II Binary Pump G7116A DEAED02531 1260 Infinity II Multicolumn Thermostat
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
JAN 2026 LC PM

Timeline

📞
Case Linked Dec 17, 10:53 AM
Case Number: 00552405
Subject: 6008207496
Status: Closed
📋
▶
3 Work Order Created Dec 17, 11:48 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, 2:51 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-01-19T16:00:00.000+0000
🚨 20.0 business days
🔧
▶
2 Status: Tech On Site Jan 19, 11:27 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 5x Labor Added Jan 19, 5:35 PM
5x Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 6h 13m
⏱️
▶
2 2x Labor Added Jan 19, 6:26 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 47m
📄
Status: Ready to Bill by Hannah Shaw Jan 20, 4:45 PM
From: Closed
To: Ready to Bill
Duration in Previous: 22h 17m
🚨 12.9 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: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 19.5 business days (threshold: 2.0 business days)
Exceeded by 17.5 business days
Ready to Bill
Duration: 12.3 business days (threshold: 1.0 business days)
Exceeded by 11.3 business days

🔗 Related Artifacts

📞
Case 00552405
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Jan 19, 11:00 AM
Created
Dec 17, 11:48 AM
Invoice #
SM-253062

Work Details (9)

Name Type Status Qty Amount Date
WL-03070295 Labor Open 0.5 $0.00 Jan 19, 11:28 AM
WL-03070296 Travel Open 17 $0.00 Jan 19, 11:28 AM
WL-03070889 Labor Open 4 $585.00 Jan 19, 5:35 PM
WL-03070890 Labor Open 2 $0.00 Jan 19, 5:35 PM
WL-03070891 Parts Open 1 $0.00 Jan 19, 5:35 PM
WL-03070892 Parts Open 4 $0.00 Jan 19, 5:35 PM
WL-03070893 Parts Open 1 $0.00 Jan 19, 5:35 PM
WL-03070987 Labor Open 0.75 $0.00 Jan 19, 6:26 PM
WL-03070988 Travel Open 17 $0.00 Jan 19, 6:26 PM

Details