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WO-01340152 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Jan 27, 2026 → Feb 10, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (12 biz days early)
Active: 10 biz days
🕐 Clock stopped: Completed (Feb 10, 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
9d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 10, 2026
9 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 10 → Feb 10, 2026
0 business days (counted)
Running total: 10 of ? biz days used
Created: Jan 27, 2026 Completed: Feb 10, 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 10 Scheduled ▶ Running 9 10
Feb 10 → Feb 10 Tech On Site ▶ Running 0 10
Dispatch 0.0d
Coordinators 10.9d
Field Work 0.9d
Billing 12.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
10.9 days
Over SLA
Field Work
0.9 days
Billing
12.0 days
Over SLA
Created: Jan 27, 2026 Due: Feb 28, 2026 Completed: Feb 11, 2026 (17 days early)
📅
10.7 days Total Age
⏱️
12.0d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
20.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
12 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562537
6008337806
Closed
15K SYS-LC-1260-E Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1311B DEAB703630 1260 Quaternary Pump G1330B DEBAK01872 1290 Thermostat G1316A DEAAK02633 1260 Thermostatted Column Compartment G1329B DEABE02109 1260 Standard Autosampler G1330B DE13203213 1290 Thermostat G1365C DEAAY00422 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-01340152 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Jan 27, 2026 • Closed: Feb 10, 2026
Completed with significant delays
Invoiced • 36 days old
🚨
Primary Delay 12.0 days stuck in "Ready to Bill"
⏱️
Total Delay 20.4 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
1.6d / 0.5d SLA
Scheduled
9.2d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.3d / 1.0d SLA
Closed
2.0d / 1.0d SLA
Ready to Bill
12.0d / 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 performed per Agilent protocol: HPLC Products Preventative Maintenance Service Checklist.
🔍 Technician Findings
All parts replaced with like for like. All 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 G1311B DEAB703630 1260 Quaternary Pump G1330B DEBAK01872 1290 Thermostat G1316A DEAAK02633 1260 Thermostatted Column Compartment G1329B DEABE02109 1260 Standard Autosampler G1330B DE13203213 1290 Thermostat G1365C DEAAY00422 1260 Multiple Wavelength Detector
📄 Description
1260 Quaternary Pump
📞 Call Description
FEB 2026 LC PM

Timeline

📞
▶
4 Case Linked Jan 27, 1:46 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01340152
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: a0hVU000000hjebYAA, Jared Rappaport
⏳ 2.0 business days
📅
▶
2 Dispatch Scheduled Jan 28, 5:01 PM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Jared Rappaport
From: Assigned
To: Scheduled
Duration in Previous: 1d 3h
⚠️ 9.9 business days
🔧
▶
2 Status: Tech On Site Feb 10, 11:48 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
4 6x Parts Added Feb 10, 4:27 PM
6x Parts Added → Labor Added → Status: Completed → Labor Added
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2.5
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 4h 40m
⏱️
Labor Added
Type: Labor
Status: Open
Qty: 2
⏱️
▶
2 2x Labor Added Feb 10, 7:13 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 2h 43m
⏳ 2.6 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 12, 8:48 AM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 13h
🚨 11.8 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: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 9.2 business days (threshold: 2.0 business days)
Exceeded by 7.2 business days
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready to Bill
Duration: 12.0 business days (threshold: 1.0 business days)
Exceeded by 11.0 business days

🔗 Related Artifacts

📞
Case 00562537
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Feb 10, 11:00 AM
Created
Jan 27, 1:50 PM
Invoice #
SM-255302

Work Details (12)

Name Type Status Qty Amount Date
WL-03099061 Labor Open 0.5 $0.00 Feb 10, 11:49 AM
WL-03099062 Travel Open 17 $0.00 Feb 10, 11:49 AM
WL-03099570 Parts Open 1 $0.00 Feb 10, 4:27 PM
WL-03099571 Parts Open 1 $0.00 Feb 10, 4:27 PM
WL-03099572 Parts Open 2 $0.00 Feb 10, 4:27 PM
WL-03099573 Parts Open 1 $0.00 Feb 10, 4:27 PM
WL-03099574 Parts Open 1 $0.00 Feb 10, 4:27 PM
WL-03099575 Parts Open 1 $0.00 Feb 10, 4:27 PM
WL-03099576 Labor Open 2.5 $585.00 Feb 10, 4:28 PM
WL-03099601 Labor Open 2 $0.00 Feb 10, 4:32 PM
WL-03100041 Labor Open 0.5 $0.00 Feb 10, 7:13 PM
WL-03100042 Travel Open 17 $0.00 Feb 10, 7:13 PM

Details