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WO-01327024 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 17, 2025 → Jan 23, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (5 biz days early)
Active: 24 biz days
🕐 Clock stopped: Completed (Jan 23, 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
23d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 23, 2026
23 business days (counted)
Running total: 24 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 23 → Jan 23, 2026
0 business days (counted)
Running total: 24 of ? biz days used
Created: Dec 17, 2025 Completed: Jan 23, 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 23 Scheduled ▶ Running 23 24
Jan 23 → Jan 23 Tech On Site ▶ Running 0 24
Dispatch 0.0d
Coordinators 25.4d
Field Work 0.1d
Billing 8.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
25.4 days
Over SLA
Field Work
0.1 days
Billing
8.2 days
Over SLA
Created: Dec 17, 2025 Due: Jan 31, 2026 Completed: Jan 24, 2026 (7 days early)
📅
24.9 days Total Age
⏱️
23.5d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
30.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552407
6008210519
Closed
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM G7114A DEACX22893 1260 Infinity II VW Detector G7112B DEAGO04843 1260 Infinity II Binary Pump G7117C DEAEK08453 1260 Infinity II Diode Array Detector HS G7122A JPALLO1506 1260 Infinity II Degasser G7167A DEAGY02099 1260 Infinity II Multisampler
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-01327024 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Dec 17, 2025 • Closed: Jan 23, 2026
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 23.5 days stuck in "Scheduled"
⏱️
Total Delay 30.1 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
1.9d / 0.5d SLA
Scheduled
23.5d / 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
8.2d / 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
Parts replaced like for like. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM G7114A DEACX22893 1260 Infinity II VW Detector G7112B DEAGO04843 1260 Infinity II Binary Pump G7117C DEAEK08453 1260 Infinity II Diode Array Detector HS G7122A JPALLO1506 1260 Infinity II Degasser G7167A DEAGY02099 1260 Infinity II Multisampler
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
JAN 2026 LC PM

Timeline

📞
Case Linked Dec 17, 10:53 AM
Case Number: 00552407
Subject: 6008210519
Status: Closed
📋
▶
3 Work Order Created Dec 17, 12:08 PM
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, 2:53 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-01-23T16:00:00.000+0000
🚨 24.0 business days
⏱️
▶
2 Labor Added Jan 23, 11:27 AM
Labor Added → Travel Added
🚗
Travel Added
Type: Travel
Status: Open
Qty: 17
🔧
Status: Tech On Site by Jared Rappaport Jan 23, 6:25 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 36d 3h
⏱️
▶
2 2x Labor Added Jan 23, 6:32 PM
2x Labor Added → 4x Parts Added
🔩
4x Parts Added
Type: Parts
Status: Open
Qty: 1, 4
✔️
Status: Completed by Jared Rappaport Jan 23, 6:41 PM
From: Tech On Site
To: Completed
Duration in Previous: 15m
⏱️
▶
2 2x Labor Added Jan 23, 8:01 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 20m
⏳ 1.5 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 26, 5:24 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 21h
⚠️ 8.8 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: 23.5 business days (threshold: 2.0 business days)
Exceeded by 21.5 business days
Ready to Bill
Duration: 8.2 business days (threshold: 1.0 business days)
Exceeded by 7.2 business days

🔗 Related Artifacts

📞
Case 00552407
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Jan 23, 11:00 AM
Created
Dec 17, 12:08 PM
Invoice #
SM-253062

Work Details (10)

Name Type Status Qty Amount Date
WL-03076486 Labor Open 0.5 $0.00 Jan 23, 11:27 AM
WL-03076489 Travel Open 17 $0.00 Jan 23, 11:29 AM
WL-03077298 Labor Open 4 $520.00 Jan 23, 6:32 PM
WL-03077299 Labor Open 2.8333333333333 $0.00 Jan 23, 6:32 PM
WL-03077302 Parts Open 1 $0.00 Jan 23, 6:34 PM
WL-03077303 Parts Open 1 $0.00 Jan 23, 6:34 PM
WL-03077304 Parts Open 4 $0.00 Jan 23, 6:34 PM
WL-03077305 Parts Open 1 $0.00 Jan 23, 6:34 PM
WL-03077459 Labor Open 0.83333333333333 $0.00 Jan 23, 8:01 PM
WL-03077460 Travel Open 17 $0.00 Jan 23, 8:01 PM

Details