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WO-01341027 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Repair • PC

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

Jan 30, 2026 → Feb 6, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 6, 2026
✓ SLA Met
Active: 5 biz days
🕐 Clock stopped: Completed (Feb 6, 2026)
▶ Clock Running
Status: Created
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 30 → Jan 30, 2026
0 business days (counted)
Running total: 0 of ? biz days used
0d
▶ Clock Running
Status: Assigned
Jan 30 → Jan 31, 2026
0 business days (counted)
Running total: 0 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Jan 31 → Feb 5, 2026
4 business days (counted)
Running total: 4 of ? biz days used
1d
▶ Clock Running
Status: Tech On Site
Feb 5 → Feb 6, 2026
1 business day (counted)
Running total: 5 of ? biz days used
Created: Jan 30, 2026 Completed: Feb 6, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 30 → Jan 30 Created ▶ Running 0 0
Jan 30 → Jan 30 Ready for Scheduling ▶ Running 0 0
Jan 30 → Jan 31 Assigned ▶ Running 0 0
Jan 31 → Feb 5 Scheduled ▶ Running 4 4
Feb 5 → Feb 6 Tech On Site ▶ Running 1 5
Dispatch 0.0d
Coordinators 4.7d
Field Work 1.6d
Billing 15.1d
✓ SLA Met
Dispatch
0.0 days
Coordinators
4.7 days
Over SLA
Field Work
1.6 days
Over SLA
Billing
15.1 days
Over SLA
Created: Jan 30, 2026 Due: Feb 6, 2026 Completed: Feb 6, 2026 (on time)
📅
5.5 days Total Age
⏱️
15.1d in Ready to Bill Longest Stage
🔄
9 transitions Status Changes
⚠️
16.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
7 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00563906
6008423668
Closed
15K SYS-LC-1260II Repair WO82923884:INLET VALVE REQUIRES REPLACE
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Jan 30, 2026
Work Orders from this Case (1)
WO-01341027 (current) Invoiced
Repair • Hermilo Solano
Created: Jan 30, 2026 • Closed: Feb 6, 2026
Completed with significant delays
Invoiced • 33 days old
🚨
Primary Delay 15.1 days stuck in "Ready to Bill"
⏱️
Total Delay 16.9 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.7d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
1.6d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
15.1d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

TRAVEL FROM SITE 2/5 ON WO-01327038

Please assign to Hermilo Solano ARP to site is 64 miles. Zone 2

🔧 Work Performed
The Active Inlet Valve (AIV), AIV cartridge and pump seals were replaced. The Pump Leak Rate test passed.
🔍 Technician Findings
N/A
⚠️ Problem Description
15K SYS-LC-1260II Repair WO82923884:INLET VALVE REQUIRES REPLACE
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
FEB 2026 LC PM

Timeline

📞
Case Linked Jan 30, 1:39 PM
Case Number: 00563906
Subject: 6008423668
Status: Closed
📋
▶
4 Work Order Created Jan 30, 1:44 PM
Work Order Created → Status: Ready for Scheduling → Status: Assigned → Technician Assigned
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
Status: Assigned by Leona Coonrod
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1m
👷
Technician Assigned by Leona Coonrod
Technician: Jared Rappaport, Hermilo Solano
📅
▶
2 Dispatch Scheduled Jan 31, 11:23 AM
Dispatch Scheduled → Status: Scheduled
🗓️
Status: Scheduled by Hermilo Solano
From: Assigned
To: Scheduled
Duration in Previous: 21h 37m
⏳ 3.0 business days
📅
Dispatch Scheduled by Hermilo Solano Feb 4, 1:00 PM
Scheduled For: 2026-02-05T17:00:00.000+0000
🔧
Status: Tech On Site by Hermilo Solano Feb 5, 12:58 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 1h
⏱️
7x Labor Added Feb 5, 3:48 PM
Type: Labor, Travel, Parts
Status: Open
Qty: 2.25, 65, 1
✔️
▶
2 Status: Completed Feb 6, 1:52 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Hermilo Solano
From: Completed
To: Closed
Duration in Previous: 1m
📄
Status: Ready to Bill by Hannah Shaw Feb 6, 5:53 PM
From: Closed
To: Ready to Bill
Duration in Previous: 15h 59m
🚨 15.6 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: 5.2 business hours (threshold: 4.0 business hours)
Exceeded by 1.2 business hours
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Tech On Site
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.9 business hours
Ready to Bill
Duration: 15.1 business days (threshold: 1.0 business days)
Exceeded by 14.1 business days

🔗 Related Artifacts

📞
Case 00563906
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Repair
Branch
N/A
Technician
Hermilo Solano
Scheduled
Feb 5, 12:00 PM
Created
Jan 30, 1:44 PM
Invoice #
SM-255302

Work Details (7)

Name Type Status Qty Amount Date
WL-03093650 Labor Open 2.25 $0.00 Feb 5, 3:48 PM
WL-03093651 Labor Open 2 $228.00 Feb 5, 3:48 PM
WL-03093652 Travel Open 65 $359.00 Feb 5, 3:48 PM
WL-03093653 Parts Open 1 $0.00 Feb 5, 3:48 PM
WL-03093654 Parts Open 2 $0.00 Feb 5, 3:48 PM
WL-03093655 Parts Open 2 $0.00 Feb 5, 3:48 PM
WL-03093656 Parts Open 1 $0.00 Feb 5, 3:48 PM

Details