Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349431 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Calibration • PC

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

Feb 3, 2026 → Feb 18, 2026

🔴 Behind
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (7 biz days early)
Active: 10 biz days
🕐 Clock stopped: Completed (Feb 18, 2026)
▶ Clock Running
Status: Created
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 3 → Feb 3, 2026
0 business days (counted)
Running total: 0 of ? biz days used
8d
▶ Clock Running
Status: Assigned
Feb 3 → Feb 16, 2026
8 business days (counted)
Running total: 8 of ? biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 16 → Feb 18, 2026
2 business days (counted)
Running total: 10 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 10 of ? biz days used
Created: Feb 3, 2026 Completed: Feb 18, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 3 → Feb 3 Created ▶ Running 0 0
Feb 3 → Feb 3 Ready for Scheduling ▶ Running 0 0
Feb 3 → Feb 16 Assigned ▶ Running 8 8
Feb 16 → Feb 18 Scheduled ▶ Running 2 10
Feb 18 → Feb 18 Tech On Site ▶ Running 0 10
Dispatch 0.0d
Coordinators 10.4d
Field Work 0.9d
Billing 6.3d
✓ SLA Met
Dispatch
0.0 days
Coordinators
10.4 days
Over SLA
Field Work
0.9 days
Billing
6.3 days
Over SLA
Created: Feb 3, 2026 Due: Feb 28, 2026 (5 days overdue)
📅
10.5 days Total Age
⏱️
8.4d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
17.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
6 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564624
6008249300
Closed
14H SYS-AT-GNRL Contract ends 10/31/2026 repair included PM T3-LHR-LHR 511000017 Liquid Handler System Typical System Con Gorilla #: HARRY
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Feb 3, 2026
Work Orders from this Case (2)
WO-01349431 (current) Ready to Bill
Calibration • Jared Rappaport
Created: Feb 3, 2026 • Closed: Feb 18, 2026
WO-01349433 Ready to Bill
Calibration • Jared Rappaport
Created: Feb 3, 2026 • Closed: Feb 23, 2026
Behind Schedule - Needs Attention
Ready to Bill • 29 days old
🚨
Primary Delay 8.4 days stuck in "Assigned"
⏱️
Total Delay 17.2 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
8.4d / 0.5d SLA
Scheduled
2.0d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
5.0d / 1.0d SLA
Ready to Bill
6.3d / 1.0d SLA
Billing Review
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

Please assign to Jared Rappaport ARP to site is 17 miles. Zone 1


JR 02-18-2026 Labor activity type was recorded as Repair per instruction from manager Nick Willick. This is a calibration work order.


JR 02-18-2026 Afternoon start/stop times in Agilent mService were entered incorrectly due to a missed lunch entry. The ServiceMax time entry reflects the correct start and end times; total labor rounds to 6.3 hours per mService, including additional time spent on work order–related email communication and updating the work order in Amgen CCMS.

🔧 Work Performed
As found data collected per Amgen protocol.
🔍 Technician Findings
As found data passed.
⚠️ Problem Description
14H SYS-AT-GNRL Contract ends 10/31/2026 repair included PM T3-LHR-LHR 511000017 Liquid Handler System Typical System Con Gorilla #: HARRY
📄 Description
Agilent - SYS-AT-GNRL- OBS- Automation General Configuration
📞 Call Description
FEB 2026 AT GORILLA CALIBRATION

Timeline

📞
Case Linked Feb 3, 8:13 AM
Case Number: 00564624
Subject: 6008249300
Status: Closed
📋
▶
3 Work Order Created Feb 3, 3:23 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: 1m, 0m
👷
Technician Assigned by Leona Coonrod
Technician: Jared Rappaport
⚠️ 9.0 business days
🗓️
▶
2 Status: Scheduled Feb 16, 5:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-02-18T16:00:00.000+0000
⏳ 2.0 business days
🔧
▶
2 Status: Tech On Site Feb 18, 12:31 PM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 Labor Added Feb 18, 6:13 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 5h 43m
⏱️
▶
3 Labor Added Feb 18, 7:18 PM
Labor Added → 2x Labor Added → Status: Closed
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 7m
⚠️ 5.6 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 25, 8:06 AM
From: Closed
To: Ready to Bill
Duration in Previous: 6d 12h
⚠️ 6.0 business days
💵
▶
2 Status: Billing Review Mar 4, 9:04 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: 2m

Bottlenecks

Assigned
Duration: 8.4 business days (threshold: 4.0 business hours)
Exceeded by 7.9 business days
Closed
Duration: 5.0 business days (threshold: 1.0 business days)
Exceeded by 4.0 business days
Ready to Bill
Duration: 6.3 business days (threshold: 1.0 business days)
Exceeded by 5.3 business days

🔗 Related Artifacts

📞
Case 00564624
Closed

ℹ️ Work Order Details

Status
Ready to Bill
Priority
PC
Type
Calibration
Branch
N/A
Technician
Jared Rappaport
Scheduled
Feb 18, 11:00 AM
Created
Feb 3, 3:23 PM
Invoice #
N/A

Work Details (6)

Name Type Status Qty Amount Date
WL-03110315 Labor Open 0.5 $0.00 Feb 18, 12:33 PM
WL-03110316 Travel Open 17 $0.00 Feb 18, 12:33 PM
WL-03110986 Labor Open 4 $650.00 Feb 18, 6:13 PM
WL-03111106 Labor Open 2.3333333333333 $0.00 Feb 18, 7:18 PM
WL-03111109 Labor Open 0.5 $0.00 Feb 18, 7:21 PM
WL-03111110 Travel Open 17 $0.00 Feb 18, 7:21 PM

Details