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WO-01340150 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Jan 27, 2026 → Feb 12, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (10 biz days early)
Active: 12 biz days
🕐 Clock stopped: Completed (Feb 12, 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
11d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 12, 2026
11 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 12 of ? biz days used
Created: Jan 27, 2026 Completed: Feb 12, 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 12 Scheduled ▶ Running 11 12
Feb 12 → Feb 12 Tech On Site ▶ Running 0 12
Dispatch 0.0d
Coordinators 12.9d
Field Work 0.8d
Billing 11.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
12.9 days
Over SLA
Field Work
0.8 days
Billing
11.0 days
Over SLA
Created: Jan 27, 2026 Due: Feb 28, 2026 Completed: Feb 12, 2026 (16 days early)
📅
12.7 days Total Age
⏱️
11.2d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
20.5d 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 #00562530
6008337805
Closed
15K SYS-LC-1260-E Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1329B DEABE02078 1260 Standard Autosample G1311B DEABI01047 1260 Quaternary Pump G4212B DEAA300563 1260 Diode Array Detector G1316A DEAAK02631 1260 Thermostatted Column Compartment G1330B DEBAK01877 1290 Thermostat G1315B DE22616417 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-01340150 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Jan 27, 2026 • Closed: Feb 12, 2026
Completed with significant delays
Invoiced • 36 days old
🚨
Primary Delay 11.2 days stuck in "Scheduled"
⏱️
Total Delay 20.5 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
11.2d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.1d / 1.0d SLA
Ready to Bill
11.0d / 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 as 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-E Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1329B DEABE02078 1260 Standard Autosample G1311B DEABI01047 1260 Quaternary Pump G4212B DEAA300563 1260 Diode Array Detector G1316A DEAAK02631 1260 Thermostatted Column Compartment G1330B DEBAK01877 1290 Thermostat G1315B DE22616417 1200 Diode-array Detector
📄 Description
1260 Quaternary Pump
📞 Call Description
FEB 2026 LC PM

Timeline

📞
▶
4 Case Linked Jan 27, 1:40 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01340150
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, 5:00 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-02-12T16:00:00.000+0000
🚨 11.9 business days
🔧
▶
2 Status: Tech On Site Feb 12, 11:31 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 2x Labor Added Feb 12, 5:09 PM
2x Labor Added → 4x Parts Added
🔩
4x Parts Added
Type: Parts
Status: Open
Qty: 1, 2
✔️
Status: Completed by Jared Rappaport Feb 12, 5:14 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 43m
⏱️
▶
2 2x Labor Added Feb 12, 6:14 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 0m
📄
Status: Ready to Bill by Hannah Shaw Feb 13, 10:56 AM
From: Closed
To: Ready to Bill
Duration in Previous: 16h 41m
🚨 10.8 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: 1.7 business days (threshold: 4.0 business hours)
Exceeded by 1.2 business days
Scheduled
Duration: 11.2 business days (threshold: 2.0 business days)
Exceeded by 9.2 business days
Closed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.8 business hours
Ready to Bill
Duration: 11.0 business days (threshold: 1.0 business days)
Exceeded by 10.0 business days

🔗 Related Artifacts

📞
Case 00562530
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Feb 12, 11:00 AM
Created
Jan 27, 1:43 PM
Invoice #
SM-255302

Work Details (10)

Name Type Status Qty Amount Date
WL-03102866 Labor Open 0.5 $0.00 Feb 12, 11:34 AM
WL-03102867 Travel Open 17 $0.00 Feb 12, 11:34 AM
WL-03103475 Labor Open 2.5 $585.00 Feb 12, 5:09 PM
WL-03103476 Labor Open 2.8333333333333 $0.00 Feb 12, 5:09 PM
WL-03103502 Parts Open 1 $0.00 Feb 12, 5:13 PM
WL-03103503 Parts Open 1 $0.00 Feb 12, 5:13 PM
WL-03103504 Parts Open 2 $0.00 Feb 12, 5:13 PM
WL-03103505 Parts Open 1 $0.00 Feb 12, 5:13 PM
WL-03103668 Labor Open 0.91666666666667 $0.00 Feb 12, 6:14 PM
WL-03103669 Travel Open 17 $0.00 Feb 12, 6:14 PM

Details