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WO-01327016 ↗ 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 (17 biz days early)
Active: 12 biz days
🕐 Clock stopped: Completed (Jan 6, 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
9d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 2, 2026
9 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 2 → Jan 2, 2026
0 business days (counted)
Running total: 10 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Jan 2 → Jan 6, 2026
2 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 12 of ? biz days used
Created: Dec 17, 2025 Completed: Jan 6, 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 2 Scheduled ▶ Running 9 10
Jan 2 → Jan 2 Tech On Site ▶ Running 0 10
Jan 2 → Jan 6 Scheduled ▶ Running 2 12
Jan 6 → Jan 6 Tech On Site ▶ Running 0 12
Dispatch 0.0d
Coordinators 13.4d
Field Work 1.0d
Billing 15.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
13.4 days
Over SLA
Field Work
1.0 days
Billing
15.0 days
Over SLA
Created: Dec 17, 2025 Due: Jan 31, 2026 Completed: Jan 13, 2026 (18 days early)
📅
16.9 days Total Age
⏱️
10.4d in Ready to Bill Longest Stage
🔄
13 transitions Status Changes
⚠️
21.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jared Rappaport — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 2, 2026
Visit 2 Jan 6, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552406
6008205181
Closed
15K SYS-LC-1260 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1365C DEAAY00600 1260 Multiple Wavelength Detector G1316A DEACN19016 1260 Thermostatted Column Compartment G1367E DEACO03283 1260 High Performance Autosampler G4225A JPAAA02181 1260 Infinity High Performance Degasser G1312B DEACB05119 1260 Binary Pump
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-01327016 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Dec 17, 2025 • Closed: Jan 12, 2026
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 10.4 days stuck in "Ready to Bill"
⏱️
Total Delay 21.9 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
11.5d / 2.0d SLA
Tech On Site
1.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.6d / 1.0d SLA
Ready to Bill
14.4d / 1.0d SLA
Billing Review
0.6d / 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


01-02-2026 JR PM cannot be completed until associated repair is generated and closed. Repair request submitted to Diana Hernandez; awaiting assignment of both Agilent and EMSAR work orders.

🔧 Work Performed
PM completed as per Agilent protocol: HPLC Products - Preventative Maintenance Service Checklist.
🔍 Technician Findings
UV lamp found defective and replaced as allowed per site agreement. Repair required following pump maintenance (SO 6008346351) All parts replaced with like for like. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1260 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1365C DEAAY00600 1260 Multiple Wavelength Detector G1316A DEACN19016 1260 Thermostatted Column Compartment G1367E DEACO03283 1260 High Performance Autosampler G4225A JPAAA02181 1260 Infinity High Performance Degasser G1312B DEACB05119 1260 Binary Pump
📄 Description
1260 Binary Pump
📞 Call Description
JAN 2026 LC PM

Timeline

📞
Case Linked Dec 17, 10:53 AM
Case Number: 00552406
Subject: 6008205181
Status: Closed
📋
▶
3 Work Order Created Dec 17, 11:52 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: a0hVU000000hjebYAA, Jared Rappaport
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 18, 2:52 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-01-02T16:00:00.000+0000
🚨 10.0 business days
🔧
▶
2 Status: Tech On Site Jan 2, 11:18 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 2x Labor Added Jan 2, 6:46 PM
2x Labor Added → Status: Scheduled
🗓️
Status: Scheduled by Jared Rappaport
From: Tech On Site
To: Scheduled
Duration in Previous: 7h 28m
⏱️
Labor Added Jan 2, 7:45 PM
Type: Labor
Status: Open
Qty: 0.66666666666667
⏳ 2.5 business days
🔧
Status: Tech On Site by Jared Rappaport Jan 6, 1:46 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 18h
🔩
3x Parts Added Jan 6, 1:52 PM
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Jared Rappaport Jan 6, 2:04 PM
From: Tech On Site
To: Completed
Duration in Previous: 17m
🏁
Status: Closed by Jared Rappaport Jan 6, 2:13 PM
From: Completed
To: Closed
Duration in Previous: 9m
📄
Status: Ready to Bill by Hannah Shaw Jan 7, 11:12 AM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 59m
⏳ 4.0 business days
💵
Status: Billing Review by Yecenia Campos Jan 12, 2:03 PM
From: Ready to Bill
To: Billing Review
Duration in Previous: 5d 2h
⏱️
▶
2 Labor Added Jan 12, 7:14 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Billing Review, Completed
To: Completed, Closed
Duration in Previous: 5h 10m
📄
Status: Ready to Bill by Hannah Shaw Jan 13, 3:37 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 23m
🚨 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: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 9.5 business days (threshold: 2.0 business days)
Exceeded by 7.5 business days
Scheduled
Duration: 2.0 business days (threshold: 2.0 business days)
Exceeded by 0.2 business hours
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.8 business hours
Ready to Bill
Duration: 4.0 business days (threshold: 1.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 10.4 business days (threshold: 1.0 business days)
Exceeded by 9.4 business days

🔗 Related Artifacts

📞
Case 00552406
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Jan 2, 11:00 AM
Created
Dec 17, 11:52 AM
Invoice #
SM-252436

Work Details (9)

Name Type Status Qty Amount Date
WL-03052418 Labor Open 0.5 $0.00 Jan 2, 11:19 AM
WL-03052419 Travel Open 17 $0.00 Jan 2, 11:19 AM
WL-03052815 Labor Open 4 $520.00 Jan 2, 6:46 PM
WL-03052816 Labor Open 3 $0.00 Jan 2, 6:46 PM
WL-03052885 Labor Open 0.66666666666667 $0.00 Jan 2, 7:45 PM
WL-03054875 Parts Open 1 $0.00 Jan 6, 1:52 PM
WL-03054876 Parts Open 1 $0.00 Jan 6, 1:52 PM
WL-03054877 Parts Open 1 $0.00 Jan 6, 1:52 PM
WL-03062401 Labor Open 0.5 $0.00 Jan 12, 7:14 PM

Details