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WO-01329490 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

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

Jan 6, 2026 → Jan 6, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 12, 2026
✓ SLA Met (4 biz days early)
Active: 0 biz days
🕐 Clock stopped: Completed (Jan 6, 2026)
▶ Clock Running
Status: Created
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Assigned
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Jan 6 → Jan 6, 2026
0 business days (counted)
Running total: 0 of ? biz days used
Created: Jan 6, 2026 Completed: Jan 6, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 6 → Jan 6 Created ▶ Running 0 0
Jan 6 → Jan 6 Ready for Scheduling ▶ Running 0 0
Jan 6 → Jan 6 Assigned ▶ Running 0 0
Jan 6 → Jan 6 Tech On Site ▶ Running 0 0
Dispatch 0.0d
Coordinators 0.4d
Field Work 0.3d
Billing 16.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
0.4 days
Field Work
0.3 days
Billing
16.0 days
Over SLA
Created: Jan 6, 2026 Due: Jan 12, 2026 Completed: Jan 6, 2026 (6 days early)
📅
0.7 days Total Age
⏱️
10.0d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
14.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556276
6008346351
Closed
15K SYS-LC-1260 WO82493884:SYSTEM PRESSURE TEST FAILS
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Jan 6, 2026
Work Orders from this Case (1)
WO-01329490 (current) Invoiced
Repair • Jared Rappaport
Created: Jan 6, 2026 • Closed: Jan 6, 2026
Completed with significant delays
Invoiced • 57 days old
🚨
Primary Delay 10.0 days stuck in "Ready to Bill"
⏱️
Total Delay 14.6 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
0.4d / 0.5d SLA
Tech On Site
0.3d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.7d / 1.0d SLA
Ready to Bill
16.0d / 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
Repaired Agilent pump (system pressure test failed after PM maintenance)
🔍 Technician Findings
Following pump maintenance performed under PM SO 6008205181, a system pressure test failed at the pump. Under high-pressure conditions, leaks were observed at the mixing capillary fitting on the B-channel pump head and at the pressure sensor fitting on the capillary connecting the mixing capillary to the pressure sensor. The system was configured with the damper and mixer bypassed. Both capillaries were found to be defective and were replaced with like-for-like parts. The system pressure test was re-performed and passed.
⚠️ Problem Description
15K SYS-LC-1260 WO82493884:SYSTEM PRESSURE TEST FAILS
📄 Description
1260 Binary Pump
📞 Call Description
Jan 2026 LC REPAIR

Timeline

📞
Case Linked Jan 6, 8:19 AM
Case Number: 00556276
Subject: 6008346351
Status: Closed
📋
▶
3 Work Order Created Jan 6, 8:25 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: Tech On Site Jan 6, 11:31 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
2x Parts Added Jan 6, 11:40 AM
Type: Parts
Status: Open
Qty: 1
⏱️
▶
3 Labor Added Jan 6, 1:37 PM
Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 2h 6m
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 3m
📄
Status: Ready to Bill by Hannah Shaw Jan 7, 11:06 AM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 23m
🚨 10.0 business days
💵
▶
2 Status: Billing Review Jan 21, 10:01 AM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 2m
⚠️ 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

Closed
Duration: 1.7 business days (threshold: 1.0 business days)
Exceeded by 5.3 business hours
Ready to Bill
Duration: 10.0 business days (threshold: 1.0 business days)
Exceeded by 9.0 business days
Ready to Bill
Duration: 6.0 business days (threshold: 1.0 business days)
Exceeded by 5.0 business days

🔗 Related Artifacts

📞
Case 00556276
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Jared Rappaport
Scheduled
N/A
Created
Jan 6, 8:25 AM
Invoice #
SM-252436

Work Details (5)

Name Type Status Qty Amount Date
WL-03054659 Labor Open 0.5 $0.00 Jan 6, 11:33 AM
WL-03054660 Travel Open 17 $0.00 Jan 6, 11:33 AM
WL-03054672 Parts Open 1 $0.00 Jan 6, 11:40 AM
WL-03054673 Parts Open 1 $0.00 Jan 6, 11:40 AM
WL-03054831 Labor Open 2.3333333333333 $299.00 Jan 6, 1:37 PM

Details