Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01327037 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 17, 2025 → Jan 29, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met (1 biz days early)
Active: 28 biz days
🕐 Clock stopped: Completed (Jan 29, 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
27d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 29, 2026
27 business days (counted)
Running total: 28 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 28 of ? biz days used
Created: Dec 17, 2025 Completed: Jan 29, 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 29 Scheduled ▶ Running 27 28
Jan 29 → Jan 29 Tech On Site ▶ Running 0 28
Dispatch 0.0d
Coordinators 29.3d
Field Work 1.1d
Billing 3.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
29.3 days
Over SLA
Field Work
1.1 days
Billing
3.0 days
Over SLA
Created: Dec 17, 2025 Due: Jan 31, 2026 Completed: Jan 30, 2026 (1 days early)
📅
29.0 days Total Age
⏱️
27.5d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
30.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
13 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 #00552449
6008210564
Closed
15K SYS-LC-1260-E Contract ends 07/31/2026 repair included PM G1315C-B DE55055397 1200 Series Diode-array Detector SL G1330B-B DE60556037 1200 Cooled Thermostatted ALS G1367C DE60555428 1200 Series High Performance ALS SL G1379B JP60801235 1260 Infinity Micro Degasser. G1316B DE60555435 1200 Series Thermost. Col. Compartm. SL G1160A DE60555420 1200 Series 12-position/13-port valve G1310A DE62957429 1200 Series Isocratic 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-01327037 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Dec 17, 2025 • Closed: Jan 29, 2026
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 27.5 days stuck in "Scheduled"
⏱️
Total Delay 30.8 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
27.5d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
3.0d / 1.0d SLA
Ready to Bill
3.0d / 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 Standard Preventative Maintenance Checklist.
🔍 Technician Findings
All parts replaced with like-for-like. All tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1260-E Contract ends 07/31/2026 repair included PM G1315C-B DE55055397 1200 Series Diode-array Detector SL G1330B-B DE60556037 1200 Cooled Thermostatted ALS G1367C DE60555428 1200 Series High Performance ALS SL G1379B JP60801235 1260 Infinity Micro Degasser. G1316B DE60555435 1200 Series Thermost. Col. Compartm. SL G1160A DE60555420 1200 Series 12-position/13-port valve G1310A DE62957429 1200 Series Isocratic Pump
📄 Description
LC 1100 System
📞 Call Description
JAN 2026 LC PM

Timeline

📞
Case Linked Dec 17, 12:10 PM
Case Number: 00552449
Subject: 6008210564
Status: Closed
📋
▶
3 Work Order Created Dec 17, 12:35 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: Jared Rappaport
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Dec 18, 3:00 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-01-29T16:00:00.000+0000
🚨 28.0 business days
🔧
▶
2 Status: Tech On Site Jan 29, 11:28 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 29, 5:58 PM
2x Labor Added → 6x Parts Added
🔩
6x Parts Added
Type: Parts
Status: Open
Qty: 1, 4
⏱️
▶
2 Labor Added Jan 29, 6:44 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 7h 17m
⏱️
▶
2 2x Labor Added Jan 29, 8:16 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 30m
⏳ 3.5 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 3, 9:42 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 13h
⏳ 3.0 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: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 27.5 business days (threshold: 2.0 business days)
Exceeded by 25.5 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00552449
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Jan 29, 11:00 AM
Created
Dec 17, 12:35 PM
Invoice #
SM-253062

Work Details (13)

Name Type Status Qty Amount Date
WL-03083209 Labor Open 0.5 $0.00 Jan 29, 11:29 AM
WL-03083210 Travel Open 17 $0.00 Jan 29, 11:29 AM
WL-03083919 Labor Open 1.5 $0.00 Jan 29, 5:58 PM
WL-03083918 Labor Open 2 $585.00 Jan 29, 5:58 PM
WL-03083928 Parts Open 1 $0.00 Jan 29, 6:00 PM
WL-03083929 Parts Open 1 $0.00 Jan 29, 6:00 PM
WL-03083926 Parts Open 1 $0.00 Jan 29, 6:00 PM
WL-03083924 Parts Open 1 $0.00 Jan 29, 6:00 PM
WL-03083925 Parts Open 1 $0.00 Jan 29, 6:00 PM
WL-03083927 Parts Open 4 $0.00 Jan 29, 6:00 PM
WL-03084012 Labor Open 1.8333333333333 $0.00 Jan 29, 6:44 PM
WL-03084164 Labor Open 0.58333333333333 $0.00 Jan 29, 8:16 PM
WL-03084165 Travel Open 17 $0.00 Jan 29, 8:16 PM

Details