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WO-01327123 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Dec 18, 2025 → Jan 28, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 30, 2026
✓ SLA Met (2 biz days early)
Active: 26 biz days
🕐 Clock stopped: Completed (Jan 28, 2026)
▶ Clock Running
Status: Created
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Dec 18 → Dec 18, 2025
0 business days (counted)
Running total: 0 of ? biz days used
26d
▶ Clock Running
Status: Scheduled
Dec 18 → Jan 28, 2026
26 business days (counted)
Running total: 26 of ? biz days used
▶ Clock Running
Status: Tech On Site
Jan 28 → Jan 28, 2026
0 business days (counted)
Running total: 26 of ? biz days used
Created: Dec 18, 2025 Completed: Jan 28, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Dec 18 → Dec 18 Created ▶ Running 0 0
Dec 18 → Dec 18 Ready for Scheduling ▶ Running 0 0
Dec 18 → Dec 18 Assigned ▶ Running 0 0
Dec 18 → Jan 28 Scheduled ▶ Running 26 26
Jan 28 → Jan 28 Tech On Site ▶ Running 0 26
Dispatch 0.0d
Coordinators 27.3d
Field Work 1.1d
Billing 5.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
27.3 days
Over SLA
Field Work
1.1 days
Billing
5.7 days
Over SLA
Created: Dec 18, 2025 Due: Jan 30, 2026 Completed: Jan 29, 2026 (1 days early)
📅
27.1 days Total Age
⏱️
26.5d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
28.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00552451
Prod needs built - 6008208185
Closed
15K SYS-LC-1290II Contract ends 07/31/2026 repair included PM G1365C DEAAY01487 1260 Multiple Wavelength Detector G7104A DEBAX01089 1290 Infinity II Flexible 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-01327123 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Dec 18, 2025 • Closed: Jan 28, 2026
Completed with significant delays
Invoiced • 76 days old
🚨
Primary Delay 26.5 days stuck in "Scheduled"
⏱️
Total Delay 28.5 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
0.8d / 0.5d SLA
Scheduled
26.5d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
5.7d / 1.0d SLA
Billing Review
0.0d / 2.0d 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: Agilent InfinityLab LC Series Preventative Maintenance Checklist.
🔍 Technician Findings
All parts replaced with like-for-like. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1290II Contract ends 07/31/2026 repair included PM G1365C DEAAY01487 1260 Multiple Wavelength Detector G7104A DEBAX01089 1290 Infinity II Flexible Pump.
📄 Description
Agilent - G7104A 1290 Infinity III Flexible Pump
📞 Call Description
JAN 2026 LC PM

Timeline

📞
Case Linked Dec 17, 12:10 PM
Case Number: 00552451
Subject: Prod needs built - 6008208185
Status: Closed
📋
▶
3 Work Order Created Dec 18, 8:35 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: Jared Rappaport
🗓️
▶
2 Status: Scheduled Dec 18, 3:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-01-22T16:00:00.000+0000
🚨 22.0 business days
📅
Dispatch Scheduled by Jared Rappaport Jan 21, 6:50 PM
Scheduled For: 2026-01-28T16:00:00.000+0000
⚠️ 5.6 business days
🔧
▶
2 Status: Tech On Site Jan 28, 11:05 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
3 3x Labor Added Jan 28, 4:19 PM
3x Labor Added → Labor Added → Status: Completed
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 5h 16m
⏱️
▶
2 2x Labor Added Jan 28, 7:38 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 3h 16m
📄
Status: Ready to Bill by Hannah Shaw Jan 29, 3:40 PM
From: Closed
To: Ready to Bill
Duration in Previous: 20h 1m
⏳ 4.0 business days
💵
▶
2 Status: Billing Review Feb 3, 4:53 PM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
⏳ 2.9 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: 6.5 business hours (threshold: 4.0 business hours)
Exceeded by 2.5 business hours
Scheduled
Duration: 26.5 business days (threshold: 2.0 business days)
Exceeded by 24.5 business days
Ready to Bill
Duration: 3.4 business days (threshold: 1.0 business days)
Exceeded by 2.4 business days
Ready to Bill
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days

🔗 Related Artifacts

📞
Case 00552451
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Jan 28, 11:00 AM
Created
Dec 18, 8:35 AM
Invoice #
SM-253062

Work Details (8)

Name Type Status Qty Amount Date
WL-03081380 Labor Open 0.5 $0.00 Jan 28, 11:06 AM
WL-03081381 Travel Open 17 $0.00 Jan 28, 11:06 AM
WL-03082109 Labor Open 3 $520.00 Jan 28, 4:19 PM
WL-03082113 Parts Open 1 $0.00 Jan 28, 4:20 PM
WL-03082114 Parts Open 1 $0.00 Jan 28, 4:20 PM
WL-03082117 Labor Open 2 $0.00 Jan 28, 4:21 PM
WL-03082473 Labor Open 0.58333333333333 $0.00 Jan 28, 7:38 PM
WL-03082474 Travel Open 17 $0.00 Jan 28, 7:38 PM

Details