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WO-01340066 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Jan 27, 2026 → Feb 3, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (17 biz days early)
Active: 5 biz days
🕐 Clock stopped: Completed (Feb 3, 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
4d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 3, 2026
4 business days (counted)
Running total: 5 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 5 of ? biz days used
Created: Jan 27, 2026 Completed: Feb 3, 2026
Show SLA Clock Detail (5 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 3 Scheduled ▶ Running 4 5
Feb 3 → Feb 3 Tech On Site ▶ Running 0 5
Dispatch 0.0d
Coordinators 6.2d
Field Work 0.9d
Billing 17.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
6.2 days
Over SLA
Field Work
0.9 days
Billing
17.3 days
Over SLA
Created: Jan 27, 2026 Due: Feb 28, 2026 Completed: Feb 4, 2026 (24 days early)
📅
6.0 days Total Age
⏱️
17.3d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
20.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562418
6008337941
Closed
15K SYS-LC-1260 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1316A DEAAK02582 1260 Thermostatted Column Compartment G1329B DEABE02090 1260 Standard Autosampler G1330B DEBAK01886 1290 Thermostat G1311B DEABI01075 1260 Quaternary Pump G1315B DE11113471 1200 Diode-array Detector
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-01340066 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Jan 27, 2026 • Closed: Feb 3, 2026
Completed with significant delays
Invoiced • 36 days old
🚨
Primary Delay 17.3 days stuck in "Ready to Bill"
⏱️
Total Delay 20.0 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
4.3d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
17.3d / 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 G1316A DEAAK02582 1260 Thermostatted Column Compartment G1329B DEABE02090 1260 Standard Autosampler G1330B DEBAK01886 1290 Thermostat G1311B DEABI01075 1260 Quaternary Pump G1315B DE11113471 1200 Diode-array Detector
📄 Description
LC 1260 System
📞 Call Description
FEB 2026 LC GORILLA PM

Timeline

📞
▶
4 Case Linked Jan 27, 11:18 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01340066
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, 4:43 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-02-03T16:00:00.000+0000
⏳ 4.9 business days
🔧
▶
2 Status: Tech On Site Feb 3, 11:42 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
3 2x Labor Added Feb 3, 4:57 PM
2x Labor Added → 4x Parts Added → Status: Completed
🔩
4x Parts Added
Type: Parts
Status: Open
Qty: 1, 2
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 5h 16m
⏱️
▶
2 2x Labor Added Feb 3, 7:08 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 2h 10m
📄
Status: Ready to Bill by Hannah Shaw Feb 4, 4:57 PM
From: Closed
To: Ready to Bill
Duration in Previous: 21h 48m
🚨 17.7 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: 4.3 business days (threshold: 2.0 business days)
Exceeded by 2.3 business days
Ready to Bill
Duration: 17.3 business days (threshold: 1.0 business days)
Exceeded by 16.3 business days

🔗 Related Artifacts

📞
Case 00562418
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Feb 3, 11:00 AM
Created
Jan 27, 11:19 AM
Invoice #
SM-255302

Work Details (10)

Name Type Status Qty Amount Date
WL-03089312 Labor Open 0.5 $0.00 Feb 3, 11:43 AM
WL-03089313 Travel Open 17 $0.00 Feb 3, 11:43 AM
WL-03089852 Labor Open 3 $520.00 Feb 3, 4:57 PM
WL-03089853 Labor Open 2 $0.00 Feb 3, 4:57 PM
WL-03089856 Parts Open 1 $0.00 Feb 3, 4:58 PM
WL-03089857 Parts Open 2 $0.00 Feb 3, 4:58 PM
WL-03089858 Parts Open 1 $0.00 Feb 3, 4:58 PM
WL-03089859 Parts Open 1 $0.00 Feb 3, 4:58 PM
WL-03090259 Labor Open 0.5 $0.00 Feb 3, 7:08 PM
WL-03090260 Travel Open 17 $0.00 Feb 3, 7:08 PM

Details