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WO-01327031 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 17, 2025 → Jan 9, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (14 biz days early)
Active: 15 biz days
🕐 Clock stopped: Completed (Jan 9, 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
14d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 9, 2026
14 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 15 of ? biz days used
Created: Dec 17, 2025 Completed: Jan 9, 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 9 Scheduled ▶ Running 14 15
Jan 9 → Jan 9 Tech On Site ▶ Running 0 15
Dispatch 0.0d
Coordinators 16.3d
Field Work 1.0d
Billing 12.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
16.3 days
Over SLA
Field Work
1.0 days
Billing
12.3 days
Over SLA
Created: Dec 17, 2025 Due: Jan 31, 2026 Completed: Jan 9, 2026 (22 days early)
📅
15.8 days Total Age
⏱️
14.5d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
24.2d 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 #00552447
6008207457
Closed
15K SYS-LC-1200 Contract ends 07/31/2026 repair included PM G1316A DE63059207 1260 Thermostatted Column Compartment G1330B-B DE60557432 1200 Cooled Thermostatted ALS G1329A DE60558688 1200 Series Standard Autosampler G1322A-B JP62355265 1200 Vacuum Degasser G1315B DE63056927 1200 Diode-array Detector G1311A-B DE62958007 1200 Series Quaternary 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-01327031 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Dec 17, 2025 • Closed: Jan 9, 2026
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 14.5 days stuck in "Scheduled"
⏱️
Total Delay 24.2 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
1.8d / 0.5d SLA
Scheduled
14.5d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.1d / 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
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-1200 Contract ends 07/31/2026 repair included PM G1316A DE63059207 1260 Thermostatted Column Compartment G1330B-B DE60557432 1200 Cooled Thermostatted ALS G1329A DE60558688 1200 Series Standard Autosampler G1322A-B JP62355265 1200 Vacuum Degasser G1315B DE63056927 1200 Diode-array Detector G1311A-B DE62958007 1200 Series Quaternary Pump
📄 Description
LC 1200 System
📞 Call Description
JAN 2026 LC PM

Timeline

📞
Case Linked Dec 17, 12:09 PM
Case Number: 00552447
Subject: 6008207457
Status: Closed
📋
▶
3 Work Order Created Dec 17, 12:22 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, 2:54 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-01-09T16:00:00.000+0000
🚨 15.0 business days
🔧
▶
2 Status: Tech On Site Jan 9, 11:02 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
2 3x Parts Added Jan 9, 5:47 PM
3x Parts Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 4, 2.5
✔️
Status: Completed by Jared Rappaport Jan 9, 5:52 PM
From: Tech On Site
To: Completed
Duration in Previous: 6h 50m
⏱️
▶
2 2x Labor Added Jan 9, 6:47 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 55m
⏳ 1.6 business days
📄
Status: Ready to Bill by Hannah Shaw Jan 12, 4:33 PM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 21h
⚠️ 6.9 business days
💵
Status: Billing Review by Hannah Shaw Jan 21, 10:05 AM
From: Ready to Bill, Billing Review
To: Billing Review, Ready to Bill
Duration in Previous: 8d 17h, 0m
⚠️ 6.0 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: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 14.5 business days (threshold: 2.0 business days)
Exceeded by 12.5 business days
Closed
Duration: 1.0 business days (threshold: 1.0 business days)
Exceeded by 0.2 business hours
Ready to Bill
Duration: 6.3 business days (threshold: 1.0 business days)
Exceeded by 5.3 business days
Ready to Bill
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00552447
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Jan 9, 11:00 AM
Created
Dec 17, 12:22 PM
Invoice #
SM-252436

Work Details (9)

Name Type Status Qty Amount Date
WL-03059361 Labor Open 0.5 $0.00 Jan 9, 11:04 AM
WL-03059362 Travel Open 17 $0.00 Jan 9, 11:04 AM
WL-03060236 Parts Open 1 $0.00 Jan 9, 5:47 PM
WL-03060237 Parts Open 1 $0.00 Jan 9, 5:47 PM
WL-03060238 Parts Open 1 $0.00 Jan 9, 5:47 PM
WL-03060243 Labor Open 4 $520.00 Jan 9, 5:50 PM
WL-03060244 Labor Open 2.5 $0.00 Jan 9, 5:50 PM
WL-03060306 Labor Open 0.75 $0.00 Jan 9, 6:47 PM
WL-03060307 Travel Open 17 $0.00 Jan 9, 6:47 PM

Details