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WO-01327038 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 17, 2025 → Feb 6, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✗ SLA Missed (5 biz days late)
Active: 34 biz days
🕐 Clock stopped: Completed (Feb 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
22d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 22, 2026
22 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Entered
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 23 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 22 → Jan 22, 2026
0 business days (counted)
Running total: 23 of ? biz days used
4d
▶ Clock Running
Status: Assigned
Jan 22 → Jan 28, 2026
4 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Entered
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 27 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 28 → Jan 30, 2026
2 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Entered
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 29 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 30 → Jan 31, 2026
0 business days (counted)
Running total: 29 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Jan 31 → Feb 5, 2026
4 business days (counted)
Running total: 33 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 34 of ? biz days used
Created: Dec 17, 2025 Completed: Feb 6, 2026
Show SLA Clock Detail (15 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 22 Scheduled ▶ Running 22 23
Jan 22 → Jan 22 Entered ▶ Running 0 23
Jan 22 → Jan 22 Ready for Scheduling ▶ Running 0 23
Jan 22 → Jan 28 Assigned ▶ Running 4 27
Jan 28 → Jan 28 Entered ▶ Running 0 27
Jan 28 → Jan 28 Ready for Scheduling ▶ Running 0 27
Jan 28 → Jan 30 Assigned ▶ Running 2 29
Jan 30 → Jan 30 Entered ▶ Running 0 29
Jan 30 → Jan 30 Ready for Scheduling ▶ Running 0 29
Jan 30 → Jan 31 Assigned ▶ Running 0 29
Jan 31 → Feb 5 Scheduled ▶ Running 4 33
Feb 5 → Feb 6 Tech On Site ▶ Running 1 34
Dispatch 0.0d
Coordinators 35.4d
Field Work 1.6d
Billing 15.1d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
35.4 days
Over SLA
Field Work
1.6 days
Over SLA
Billing
15.1 days
Over SLA
Created: Dec 17, 2025 Due: Jan 31, 2026 Completed: Feb 6, 2026 (5 days late)
📅
34.6 days Total Age
⏱️
22.5d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
44.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 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 Hermilo Solano — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 29, 2026
Visit 2 Feb 5, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552450
6008207460
Closed
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM G7167A DEAGY01713 1260 Infinity II Multisampler G7112B DEAGO03641 1260 Infinity II Binary Pump G7122A JPAAL01120 1260 Infinity II Degasser G7116A DEAEM06153 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-01327038 (current) Invoiced
Preventive Maintenance • Hermilo Solano
Created: Dec 17, 2025 • Closed: Feb 6, 2026
Completed with significant delays
Invoiced • 77 days old
🚨
Primary Delay 22.5 days stuck in "Scheduled"
⏱️
Total Delay 44.2 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
9.0d / 0.5d SLA
Scheduled
26.5d / 2.0d SLA
Tech On Site
1.6d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
15.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TRAVEL TO SITE 02/05 ON WO-01341027

Please assign to Hermilo Solano ARP to site is 64 miles. Zone 2

🔧 Work Performed
Performed annual Preventative Maintenance. All required PM parts were replaced. All recommended PM tests passed.
🔍 Technician Findings
Visible leak was observed in the pump head. A repair service was requested. The repair was completed and the tests passed.
⚠️ Problem Description
Pump Head is leaking.
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
JAN 2026 LC PM

Timeline

📞
Case Linked Dec 17, 12:10 PM
Case Number: 00552450
Subject: 6008207460
Status: Closed
📋
▶
3 Work Order Created Dec 17, 12:43 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, 3:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-01-16T16:00:00.000+0000
🚨 20.0 business days
📅
Dispatch Scheduled by Jared Rappaport Jan 16, 9:16 AM
Scheduled For: 2026-01-28T16:00:00.000+0000
⏳ 4.0 business days
🆕
▶
2 Status: Entered Jan 22, 4:31 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Leona Coonrod
Technician: Hermilo Solano
⏳ 2.9 business days
👷
Technician Assigned by Michael Burris Jan 26, 10:40 AM
Technician: Jared Rappaport
⏳ 3.0 business days
🆕
▶
2 Status: Entered Jan 28, 5:09 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Leona Coonrod
Technician: Hermilo Solano
👷
Technician Assigned by Michael Burris Jan 29, 10:37 AM
Technician: Jared Rappaport
⏳ 2.0 business days
🆕
▶
2 Status: Entered Jan 30, 1:56 PM
Status: Entered → Technician Assigned
👷
Technician Assigned by Leona Coonrod
Technician: Hermilo Solano
⏱️
5x Labor Added Jan 31, 11:19 AM
Type: Labor, Travel
Status: Open
Qty: 2, 6, 2.5, 67
🗓️
▶
2 Status: Scheduled Jan 31, 11:26 AM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Hermilo Solano
Scheduled For: 2026-02-02T17:00:00.000+0000
⏳ 3.0 business days
📅
Dispatch Scheduled by Hermilo Solano Feb 4, 1:03 PM
Scheduled For: 2026-02-05T17:00:00.000+0000
🔧
Status: Tech On Site by Hermilo Solano Feb 5, 12:56 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 1h
🚗
Travel Added Feb 5, 3:54 PM
Type: Travel
Status: Open
Qty: 67
⏱️
6x Labor Added Feb 5, 5:13 PM
Type: Labor, Parts
Status: Open
Qty: 2.75, 1, 4
✔️
Status: Completed by Hermilo Solano Feb 6, 1:51 AM
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 12h 54m, 0m
📄
Status: Ready to Bill by Hannah Shaw Feb 6, 5:59 PM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 8m
🚨 15.6 business days
📨
▶
3 Status: Invoice Pending Mar 2, 6:40 AM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-255302
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 2m

Bottlenecks

Assigned
Duration: 1.8 business days (threshold: 4.0 business hours)
Exceeded by 1.3 business days
Scheduled
Duration: 22.5 business days (threshold: 2.0 business days)
Exceeded by 20.5 business days
Assigned
Duration: 4.3 business days (threshold: 4.0 business hours)
Exceeded by 3.8 business days
Assigned
Duration: 2.2 business days (threshold: 4.0 business hours)
Exceeded by 1.7 business days
Assigned
Duration: 5.1 business hours (threshold: 4.0 business hours)
Exceeded by 1.1 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.9 business hours
Ready to Bill
Duration: 15.1 business days (threshold: 1.0 business days)
Exceeded by 14.1 business days

🔗 Related Artifacts

📞
Case 00552450
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Hermilo Solano
Scheduled
Feb 5, 12:00 PM
Created
Dec 17, 12:43 PM
Invoice #
SM-255302

Work Details (12)

Name Type Status Qty Amount Date
WL-03086427 Labor Open 2 $0.00 Jan 31, 11:19 AM
WL-03086428 Labor Open 6 $456.00 Jan 31, 11:19 AM
WL-03086429 Labor Open 2.5 $0.00 Jan 31, 11:19 AM
WL-03086430 Travel Open 67 $359.00 Jan 31, 11:19 AM
WL-03086431 Travel Open 67 $0.00 Jan 31, 11:19 AM
WL-03093680 Travel Open 67 $0.00 Feb 5, 3:54 PM
WL-03093888 Labor Open 2.75 $0.00 Feb 5, 5:13 PM
WL-03093889 Labor Open 2 $0.00 Feb 5, 5:13 PM
WL-03093890 Parts Open 1 $0.00 Feb 5, 5:13 PM
WL-03093891 Parts Open 4 $0.00 Feb 5, 5:13 PM
WL-03093892 Parts Open 2 $0.00 Feb 5, 5:13 PM
WL-03093893 Parts Open 1 $0.00 Feb 5, 5:13 PM

Details