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WO-01340184 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Jan 27, 2026 → Feb 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (18 biz days early)
Active: 4 biz days
🕐 Clock stopped: Completed (Feb 2, 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
3d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 2, 2026
3 business days (counted)
Running total: 4 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 2 → Feb 2, 2026
0 business days (counted)
Running total: 4 of ? biz days used
Created: Jan 27, 2026 Completed: Feb 2, 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 2 Scheduled ▶ Running 3 4
Feb 2 → Feb 2 Tech On Site ▶ Running 0 4
Dispatch 0.0d
Coordinators 4.8d
Field Work 1.0d
Billing 19.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.8 days
Over SLA
Field Work
1.0 days
Billing
19.3 days
Over SLA
Created: Jan 27, 2026 Due: Feb 28, 2026 Completed: Feb 3, 2026 (25 days early)
📅
4.6 days Total Age
⏱️
17.3d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
19.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562573
6008337803
Closed
15K SYS-ZZ-OTHER Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1316A DEACN10085 1260 Thermostatted Column Compartment G1367E DEACO04058 1260 High Performance Autosampler G1311B DEABI01111 1260 Quaternary Pump G1330B DE13202563 1290 Thermostat
Priority
High
Origin
Phone
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Jan 27, 2026
Work Orders from this Case (1)
WO-01340184 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Jan 27, 2026 • Closed: Feb 2, 2026
Completed with significant delays
Invoiced • 36 days old
🚨
Primary Delay 17.3 days stuck in "Ready to Bill"
⏱️
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
1.6d / 0.5d SLA
Scheduled
3.2d / 2.0d SLA
Tech On Site
0.8d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
19.3d / 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
HPLC PM completed as per Agilent protocol: HPLC Products Standard Preventative Maintenance Service Checklist.
🔍 Technician Findings
Lamp found defective and replaced per site agreement. All parts replaced with like-for-like. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-ZZ-OTHER Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1316A DEACN10085 1260 Thermostatted Column Compartment G1367E DEACO04058 1260 High Performance Autosampler G1311B DEABI01111 1260 Quaternary Pump G1330B DE13202563 1290 Thermostat
📄 Description
1260 Quaternary Pump
📞 Call Description
FEB 2026 LC PM

Timeline

📞
Case Linked Jan 27, 2:15 PM
Case Number: 00562573
Subject: 6008337803
Status: Closed
📋
▶
3 Work Order Created Jan 27, 2:22 PM
Work Order Created → Status: Ready for Scheduling → Technician Assigned
📅
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 Status: Scheduled Jan 28, 5:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-02-02T16:00:00.000+0000
⏳ 3.9 business days
🔧
Status: Tech On Site by Jared Rappaport Feb 2, 11:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 18h
⏱️
▶
2 9x Labor Added Feb 2, 5:30 PM
9x Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 6h 4m
⏱️
▶
2 2x Labor Added Feb 2, 7:22 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 49m
📄
Status: Ready to Bill by Hannah Shaw Feb 3, 9:48 AM
From: Closed
To: Ready to Bill
Duration in Previous: 14h 25m
🚨 17.0 business days
💵
▶
2 Status: Billing Review Feb 26, 9:08 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: 4m
⏳ 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: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 3.2 business days (threshold: 2.0 business days)
Exceeded by 1.2 business days
Ready to Bill
Duration: 17.3 business days (threshold: 1.0 business days)
Exceeded by 16.3 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00562573
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Feb 2, 11:00 AM
Created
Jan 27, 2:22 PM
Invoice #
SM-255302

Work Details (11)

Name Type Status Qty Amount Date
WL-03088487 Labor Open 0.5 $0.00 Feb 2, 5:30 PM
WL-03088488 Labor Open 3 $390.00 Feb 2, 5:30 PM
WL-03088489 Labor Open 2.6666666666667 $351.00 Feb 2, 5:30 PM
WL-03088490 Travel Open 17 $0.00 Feb 2, 5:30 PM
WL-03088491 Parts Open 1 $0.00 Feb 2, 5:30 PM
WL-03088492 Parts Open 2 $0.00 Feb 2, 5:30 PM
WL-03088493 Parts Open 1 $0.00 Feb 2, 5:30 PM
WL-03088494 Parts Open 1 $0.00 Feb 2, 5:30 PM
WL-03088495 Parts Open 1 $0.00 Feb 2, 5:30 PM
WL-03088689 Labor Open 0.66666666666667 $0.00 Feb 2, 7:22 PM
WL-03088690 Travel Open 17 $0.00 Feb 2, 7:22 PM

Details