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WO-01340545 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Jan 29, 2026 → Jan 30, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 31, 2026
✓ SLA Met
Active: 1 biz days
🕐 Clock stopped: Completed (Jan 30, 2026)
▶ Clock Running
Status: Created
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Assigned
Jan 29 → Jan 29, 2026
0 business days (counted)
Running total: 0 of ? biz days used
1d
▶ Clock Running
Status: Scheduled
Jan 29 → Jan 30, 2026
1 business day (counted)
Running total: 1 of ? biz days used
0d
▶ Clock Running
Status: Tech On Site
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 1 of ? biz days used
Created: Jan 29, 2026 Completed: Jan 30, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 29 → Jan 29 Created ▶ Running 0 0
Jan 29 → Jan 29 Ready for Scheduling ▶ Running 0 0
Jan 29 → Jan 29 Assigned ▶ Running 0 0
Jan 29 → Jan 30 Scheduled ▶ Running 1 1
Jan 30 → Jan 30 Tech On Site ▶ Running 0 1
Dispatch 0.0d
Coordinators 2.3d
Field Work 0.8d
Billing 3.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
2.3 days
Field Work
0.8 days
Billing
3.0 days
Over SLA
Created: Jan 29, 2026 Due: Jan 31, 2026 Completed: Jan 30, 2026 (1 days early)
📅
2.0 days Total Age
⏱️
3.0d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
3.1d 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 #00563243
6008417270
Closed
15K SYS-LC-1260-E Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1364A DE23900776 1100Series Fraction Collector G1330A DE82207682 Thermostat for 1100 samplers (WPS & ALS) G1316A DE23929363 1260 Thermostatted Column Compartment G1329A DE80300971 1200 Series Standard Autosampler G1322A JP05029378 1260 Standard Degasser G1365B DE11101061 1200 Multi-Wavelength Detector G1312B DE11108375 1260 Binary Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Jan 29, 2026
Work Orders from this Case (1)
WO-01340545 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Jan 29, 2026 • Closed: Jan 30, 2026
Completed with minor delays
Invoiced • 34 days old
🚨
Primary Delay 3.0 days stuck in "Ready to Bill"
⏱️
Total Delay 3.1 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
0.5d / 0.5d SLA
Scheduled
1.9d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
2.1d / 1.0d SLA
Ready to Bill
3.0d / 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
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 G1364A DE23900776 1100Series Fraction Collector G1330A DE82207682 Thermostat for 1100 samplers (WPS & ALS) G1316A DE23929363 1260 Thermostatted Column Compartment G1329A DE80300971 1200 Series Standard Autosampler G1322A JP05029378 1260 Standard Degasser G1365B DE11101061 1200 Multi-Wavelength Detector G1312B DE11108375 1260 Binary Pump
📄 Description
LC 1260 System Enhanced LC Features
📞 Call Description
JAN 2026 LC PM

Timeline

📞
Case Linked Jan 29, 8:17 AM
Case Number: 00563243
Subject: 6008417270
Status: Closed
📋
▶
3 Work Order Created Jan 29, 8:22 AM
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: Jared Rappaport
🗓️
▶
2 Status: Scheduled Jan 29, 12:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-01-30T16:00:00.000+0000
🔧
▶
2 Status: Tech On Site Jan 30, 11:34 AM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🔩
▶
3 4x Parts Added Jan 30, 4:56 PM
4x Parts Added → 2x Labor Added → Status: Completed
⏱️
2x Labor Added
Type: Labor
Status: Open
Qty: 3, 2.1666666666667
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 5h 26m
⏱️
▶
2 2x Labor Added Jan 30, 6:17 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 16m
⏳ 2.7 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 3, 9:45 AM
From: Closed
To: Ready to Bill
Duration in Previous: 3d 15h
⏳ 3.0 business days
📨
▶
3 Status: Invoice Pending Feb 5, 1:11 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-253062
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m

Bottlenecks

Closed
Duration: 2.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business days
Ready to Bill
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00563243
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Jan 30, 11:00 AM
Created
Jan 29, 8:22 AM
Invoice #
SM-253062

Work Details (10)

Name Type Status Qty Amount Date
WL-03084910 Labor Open 0.5 $0.00 Jan 30, 11:36 AM
WL-03084911 Travel Open 17 $0.00 Jan 30, 11:36 AM
WL-03085646 Parts Open 1 $0.00 Jan 30, 4:56 PM
WL-03085647 Parts Open 1 $0.00 Jan 30, 4:56 PM
WL-03085648 Parts Open 1 $0.00 Jan 30, 4:56 PM
WL-03085649 Parts Open 4 $0.00 Jan 30, 4:56 PM
WL-03085673 Labor Open 3 $585.00 Jan 30, 5:00 PM
WL-03085674 Labor Open 2.1666666666667 $0.00 Jan 30, 5:00 PM
WL-03085829 Labor Open 0.75 $0.00 Jan 30, 6:17 PM
WL-03085830 Travel Open 17 $0.00 Jan 30, 6:17 PM

Details