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WO-01340047 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Jan 27, 2026 → Feb 11, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (11 biz days early)
Active: 11 biz days
🕐 Clock stopped: Completed (Feb 11, 2026)
▶ Clock Running
Status: Created
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Assigned
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 1 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 11, 2026
10 business days (counted)
Running total: 11 of ? biz days used
Created: Jan 27, 2026 Completed: Feb 11, 2026
Show SLA Clock Detail (4 periods)
Period Status Clock Biz Days Running Total
Jan 27 → Jan 27 Created ▶ Running 0 0
Jan 27 → Jan 27 Ready for Scheduling ▶ Running 0 0
Jan 27 → Jan 28 Assigned ▶ Running 1 1
Jan 28 → Feb 11 Scheduled ▶ Running 10 11
Dispatch 0.0d
Coordinators 12.3d
Field Work 0.1d
Billing 12.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
12.3 days
Over SLA
Field Work
0.1 days
Billing
12.0 days
Over SLA
Created: Jan 27, 2026 Due: Feb 28, 2026 Completed: Feb 12, 2026 (16 days early)
📅
12.1 days Total Age
⏱️
12.0d in Ready to Bill Longest Stage
🔄
7 transitions Status Changes
⚠️
20.8d 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 #00562394
6008337789
Closed
15K SYS-LC-1260 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G4212B DEAA301477 1260 Diode Array Detector G1316A DEACN07174 1260 Thermostatted Column Compartment G1367E DEACO01299 1260 High Performance Autosampler G1379B JP02415760 1260 Infinity Micro Degasser. G1312B DEABM01916 1260 Binary Pump G1330B DE84972691 1290 Thermostat
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Jan 27, 2026
Work Orders from this Case (1)
WO-01340047 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Jan 27, 2026 • Closed: Feb 11, 2026
Completed with significant delays
Invoiced • 36 days old
🚨
Primary Delay 12.0 days stuck in "Ready to Bill"
⏱️
Total Delay 20.8 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
2.0d / 0.5d SLA
Scheduled
10.3d / 2.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
12.0d / 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
HPLC 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-1260 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G4212B DEAA301477 1260 Diode Array Detector G1316A DEACN07174 1260 Thermostatted Column Compartment G1367E DEACO01299 1260 High Performance Autosampler G1379B JP02415760 1260 Infinity Micro Degasser. G1312B DEABM01916 1260 Binary Pump G1330B DE84972691 1290 Thermostat
📄 Description
1260 Binary Pump
📞 Call Description
FEB 2026 LC PM

Timeline

📞
▶
4 Case Linked Jan 27, 10:51 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01340047
Type: Preventive Maintenance
Priority: PC
📅
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 Jan 28, 4:42 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-02-11T16:00:00.000+0000
🚨 10.9 business days
⏱️
2x Labor Added Feb 11, 11:38 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 4x Labor Added Feb 11, 6:45 PM
4x Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Scheduled
To: Completed
Duration in Previous: 14d 2h
⏱️
▶
2 2x Labor Added Feb 11, 7:33 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 47m
📄
Status: Ready to Bill by Hannah Shaw Feb 12, 9:10 AM
From: Closed
To: Ready to Bill
Duration in Previous: 13h 36m
🚨 11.8 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: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 10.3 business days (threshold: 2.0 business days)
Exceeded by 8.3 business days
Ready to Bill
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days

🔗 Related Artifacts

📞
Case 00562394
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Feb 11, 11:00 AM
Created
Jan 27, 10:53 AM
Invoice #
SM-255302

Work Details (8)

Name Type Status Qty Amount Date
WL-03100872 Labor Open 0.5 $0.00 Feb 11, 11:38 AM
WL-03100873 Travel Open 17 $0.00 Feb 11, 11:38 AM
WL-03101851 Labor Open 3 $0.00 Feb 11, 6:45 PM
WL-03101852 Labor Open 4 $520.00 Feb 11, 6:45 PM
WL-03101853 Parts Open 1 $0.00 Feb 11, 6:45 PM
WL-03101854 Parts Open 1 $0.00 Feb 11, 6:45 PM
WL-03101971 Labor Open 0.66666666666667 $0.00 Feb 11, 7:33 PM
WL-03101972 Travel Open 17 $0.00 Feb 11, 7:33 PM

Details