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WO-01340074 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Jan 27, 2026 → Feb 13, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (9 biz days early)
Active: 13 biz days
🕐 Clock stopped: Completed (Feb 13, 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
▶ Clock Running
Status: Assigned
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 1 of ? biz days used
12d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 13, 2026
12 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 13 of ? biz days used
Created: Jan 27, 2026 Completed: Feb 13, 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 13 Scheduled ▶ Running 12 13
Feb 13 → Feb 13 Tech On Site ▶ Running 0 13
Dispatch 0.0d
Coordinators 14.2d
Field Work 0.8d
Billing 9.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
14.2 days
Over SLA
Field Work
0.8 days
Billing
9.3 days
Over SLA
Created: Jan 27, 2026 Due: Feb 28, 2026 Completed: Feb 13, 2026 (15 days early)
📅
13.9 days Total Age
⏱️
12.3d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
19.6d 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 #00562423
6008337760
Closed
15K SYS-LC-1260-E Contract ends 07/31/2026 repair included PM G1329A DE64762769 1200 Series Standard Autosampler G1311A-B DE62961616 1200 Series Quaternary Pump G1330B-B DE60560498 1200 Cooled Thermostatted ALS 314B DE71359383 1260 Variable Wavelength Detector VL G1322A JP62359797 1260 Standard Degasser G1315D DE64255128 1260 Diode Array Detector VL G1364C DE63055733 1260 Fraction Collector analytical scale G1330B-B DE60560516 1200 Cooled Thermostatted ALS G1316A DE63064056 1260 Thermostatted Column Compartment
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-01340074 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Jan 27, 2026 • Closed: Feb 13, 2026
Completed with significant delays
Invoiced • 36 days old
🚨
Primary Delay 12.3 days stuck in "Scheduled"
⏱️
Total Delay 19.6 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
1.9d / 0.5d SLA
Scheduled
12.3d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.6d / 1.0d SLA
Ready to Bill
9.3d / 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
Agilent HPLC PM completed as Agilent protocol: HPLC Products Standard 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-E Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1329A DE64762769 1200 Series Standard Autosampler G1311A-B DE62961616 1200 Series Quaternary Pump G1330B-B DE60560498 1200 Cooled Thermostatted ALS 314B DE71359383 1260 Variable Wavelength Detector VL G1322A JP62359797 1260 Standard Degasser G1315D DE64255128 1260 Diode Array Detector VL G1364C DE63055733 1260 Fraction Collector analytical scale G1330B-B DE60560516 1200 Cooled Thermostatted ALS G1316A DE63064056 1260 Thermostatted Column Compartment
📄 Description
1200 Series Quaternary Pump
📞 Call Description
FEB 2026 LC PM

Timeline

📞
▶
4 Case Linked Jan 27, 11:27 AM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01340074
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, 4:44 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-02-18T16:00:00.000+0000
🚨 12.9 business days
📅
▶
3 Dispatch Scheduled Feb 13, 11:40 AM
Dispatch Scheduled → Status: Tech On Site → 2x Labor Added
🔧
Status: Tech On Site by Jared Rappaport
From: Scheduled
To: Tech On Site
Duration in Previous: 15d 18h
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
5x Labor Added Feb 13, 4:49 PM
Type: Labor, Parts
Status: Open
Qty: 3, 1, 4
⏱️
▶
2 Labor Added Feb 13, 5:07 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 5h 30m
⏱️
▶
2 2x Labor Added Feb 13, 6:06 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 55m
⏳ 1.7 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 17, 10:45 PM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 4h
⚠️ 7.2 business days
💵
▶
2 Status: Billing Review Feb 26, 9:24 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: 2m
⏳ 2.2 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: 1.9 business days (threshold: 4.0 business hours)
Exceeded by 1.4 business days
Scheduled
Duration: 12.3 business days (threshold: 2.0 business days)
Exceeded by 10.3 business days
Closed
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.6 business hours
Ready to Bill
Duration: 7.3 business days (threshold: 1.0 business days)
Exceeded by 6.3 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00562423
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Feb 13, 11:40 AM
Created
Jan 27, 11:28 AM
Invoice #
SM-255302

Work Details (10)

Name Type Status Qty Amount Date
WL-03104868 Labor Open 0.5 $0.00 Feb 13, 11:41 AM
WL-03104869 Travel Open 17 $0.00 Feb 13, 11:41 AM
WL-03105564 Labor Open 3 $585.00 Feb 13, 4:49 PM
WL-03105565 Parts Open 1 $0.00 Feb 13, 4:49 PM
WL-03105566 Parts Open 1 $0.00 Feb 13, 4:49 PM
WL-03105567 Parts Open 4 $0.00 Feb 13, 4:49 PM
WL-03105568 Parts Open 1 $0.00 Feb 13, 4:49 PM
WL-03105620 Labor Open 2.3333333333333 $0.00 Feb 13, 5:07 PM
WL-03105734 Labor Open 0.75 $0.00 Feb 13, 6:06 PM
WL-03105735 Travel Open 17 $0.00 Feb 13, 6:06 PM

Details