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WO-01340142 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Jan 27, 2026 → Feb 16, 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 16, 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 16, 2026
12 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 16 → Feb 16, 2026
0 business days (counted)
Running total: 13 of ? biz days used
Created: Jan 27, 2026 Completed: Feb 16, 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 16 Scheduled ▶ Running 12 13
Feb 16 → Feb 16 Tech On Site ▶ Running 0 13
Dispatch 0.0d
Coordinators 13.9d
Field Work 0.0d
Billing 9.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
13.9 days
Over SLA
Field Work
0.0 days
Billing
9.0 days
Over SLA
Created: Jan 27, 2026 Due: Feb 28, 2026 Completed: Feb 17, 2026 (11 days early)
📅
13.7 days Total Age
⏱️
12.3d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
19.9d 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 #00562518
6008337809
Closed
15K SYS-LC-1260 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1311B DEAB703167 1260 Quaternary Pump G1316A DEACN08755 1260 Thermostatted Column Compartment G1330B DEBAK05349 1290 Thermostat G4212B DEAA301907 1260 Diode Array Detector G1329B DEAB307661 1260 Standard Autosampler G1365C DEAAY01368 1260 Multiple Wavelength 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-01340142 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Jan 27, 2026 • Closed: Feb 16, 2026
Completed with significant delays
Invoiced • 36 days old
🚨
Primary Delay 12.3 days stuck in "Scheduled"
⏱️
Total Delay 19.9 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
12.3d / 2.0d SLA
Tech On Site
0.0d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
Ready to Bill
9.0d / 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
Agilent HPLC PM completed per 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 Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1311B DEAB703167 1260 Quaternary Pump G1316A DEACN08755 1260 Thermostatted Column Compartment G1330B DEBAK05349 1290 Thermostat G4212B DEAA301907 1260 Diode Array Detector G1329B DEAB307661 1260 Standard Autosampler G1365C DEAAY01368 1260 Multiple Wavelength Detector
📄 Description
1260 Quaternary Pump
📞 Call Description
FEB 2026 LC PM

Timeline

📞
▶
4 Case Linked Jan 27, 1:29 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01340142
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, 4:59 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-02-16T16:00:00.000+0000
🚨 12.9 business days
🔧
Status: Tech On Site by Jared Rappaport Feb 16, 11:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 18d 18h
⏱️
2x Labor Added Feb 16, 11:40 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
3 2x Labor Added Feb 16, 4:35 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 9m
⏱️
▶
2 2x Labor Added Feb 16, 7:11 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 2h 34m
⏳ 1.0 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 17, 11:00 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 3h
⚠️ 9.0 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: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 12.3 business days (threshold: 2.0 business days)
Exceeded by 10.3 business days
Closed
Duration: 1.5 business days (threshold: 1.0 business days)
Exceeded by 4.0 business hours
Ready to Bill
Duration: 9.0 business days (threshold: 1.0 business days)
Exceeded by 8.0 business days

🔗 Related Artifacts

📞
Case 00562518
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Feb 16, 11:00 AM
Created
Jan 27, 1:33 PM
Invoice #
SM-255302

Work Details (10)

Name Type Status Qty Amount Date
WL-03107060 Labor Open 0.5 $0.00 Feb 16, 11:40 AM
WL-03107061 Travel Open 17 $0.00 Feb 16, 11:40 AM
WL-03107571 Labor Open 4 $520.00 Feb 16, 4:35 PM
WL-03107572 Labor Open 0.5 $0.00 Feb 16, 4:35 PM
WL-03107577 Parts Open 1 $0.00 Feb 16, 4:37 PM
WL-03107578 Parts Open 1 $0.00 Feb 16, 4:37 PM
WL-03107579 Parts Open 2 $0.00 Feb 16, 4:37 PM
WL-03107580 Parts Open 1 $0.00 Feb 16, 4:37 PM
WL-03107833 Labor Open 0.66666666666667 $0.00 Feb 16, 7:11 PM
WL-03107834 Travel Open 17 $0.00 Feb 16, 7:11 PM

Details