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WO-01340133 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Jan 27, 2026 → Feb 27, 2026

🔴 Behind
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met
Active: 22 biz days
🕐 Clock stopped: Completed (Feb 27, 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
21d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 27, 2026
21 business days (counted)
Running total: 22 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 27 → Feb 27, 2026
0 business days (counted)
Running total: 22 of ? biz days used
Created: Jan 27, 2026 Completed: Feb 27, 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 27 Scheduled ▶ Running 21 22
Feb 27 → Feb 27 Tech On Site ▶ Running 0 22
Dispatch 0.0d
Coordinators 23.0d
Field Work 0.9d
✓ SLA Met
Dispatch
0.0 days
Coordinators
23.0 days
Over SLA
Field Work
0.9 days
Created: Jan 27, 2026 Due: Feb 28, 2026 (5 days overdue)
📅
22.7 days Total Age
⏱️
21.3d in Scheduled Longest Stage
🔄
6 transitions Status Changes
⚠️
21.3d 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 #00562509
6008337773
Closed
15K SYS-LC-1200 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1312B DEACB02459 1260 Binary Pump G4225A JPAAA00049 1260 Infinity High Performance Degasser G1329B DEAB307966 1260 Standard Autosampler G1330B DEBAK05614 1290 Thermostat G1316A DEACN08509 1260 Thermostatted Column Compartment G4212B DEAA302047 1260 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-01340133 (current) Ready to Bill
Preventive Maintenance • Jared Rappaport
Created: Jan 27, 2026 • Closed: Feb 27, 2026
Behind Schedule - Needs Attention
Ready to Bill • 36 days old
🚨
Primary Delay 21.3 days stuck in "Scheduled"
⏱️
Total Delay 21.3 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
1.7d / 0.5d SLA
Scheduled
21.3d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.8d / 1.0d 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 per Agilent protocol: HPLC Products Standard Preventative Maintenance Service Checklist.
🔍 Technician Findings
All parts replaced with like for like. All tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1200 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1312B DEACB02459 1260 Binary Pump G4225A JPAAA00049 1260 Infinity High Performance Degasser G1329B DEAB307966 1260 Standard Autosampler G1330B DEBAK05614 1290 Thermostat G1316A DEACN08509 1260 Thermostatted Column Compartment G4212B DEAA302047 1260 Diode Array Detector
📄 Description
1260 Binary Pump
📞 Call Description
FEB 2026 LC PM

Timeline

📞
▶
4 Case Linked Jan 27, 1:14 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01340133
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, 4:54 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-02-19T16:00:00.000+0000
🚨 12.9 business days
📅
Dispatch Scheduled by Jared Rappaport Feb 13, 11:47 AM
Scheduled For: 2026-02-27T16:00:00.000+0000
🚨 10.0 business days
🔧
Status: Tech On Site by Jared Rappaport Feb 27, 11:40 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 29d 18h
⏱️
2x Labor Added Feb 27, 11:48 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
3 2x Parts Added Feb 27, 5:43 PM
2x Parts Added → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 3, 2
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 6h 5m
⏱️
▶
2 2x Labor Added Feb 27, 8:29 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 2h 44m
⏳ 1.6 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 3, 1:33 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 5h

Bottlenecks

Assigned
Duration: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 21.3 business days (threshold: 2.0 business days)
Exceeded by 19.3 business days
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.6 business hours

🔗 Related Artifacts

📞
Case 00562509
Closed

ℹ️ Work Order Details

Status
Ready to Bill
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Feb 27, 11:00 AM
Created
Jan 27, 1:15 PM
Invoice #
N/A

Work Details (8)

Name Type Status Qty Amount Date
WL-03123216 Labor Open 0.5 $0.00 Feb 27, 11:48 AM
WL-03123217 Travel Open 17 $0.00 Feb 27, 11:48 AM
WL-03123919 Parts Open 1 $0.00 Feb 27, 5:43 PM
WL-03123920 Parts Open 1 $0.00 Feb 27, 5:43 PM
WL-03123922 Labor Open 3 $520.00 Feb 27, 5:44 PM
WL-03123923 Labor Open 2 $0.00 Feb 27, 5:44 PM
WL-03124245 Labor Open 0.83333333333333 $0.00 Feb 27, 8:29 PM
WL-03124246 Travel Open 17 $0.00 Feb 27, 8:29 PM

Details