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WO-01349435 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Calibration • PC

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

Feb 3, 2026 → Feb 24, 2026

🔴 Behind
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (2 biz days early)
Active: 15 biz days
🕐 Clock stopped: Completed (Feb 25, 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
11d
▶ Clock Running
Status: Assigned
Feb 3 → Feb 19, 2026
11 business days (counted)
Running total: 11 of ? biz days used
3d
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 24, 2026
3 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 24 → Feb 25, 2026
1 business day (counted)
Running total: 15 of ? biz days used
Created: Feb 3, 2026 Completed: Feb 25, 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 19 Assigned ▶ Running 11 11
Feb 19 → Feb 24 Scheduled ▶ Running 3 14
Feb 24 → Feb 25 Tech On Site ▶ Running 1 15
Dispatch 0.0d
Coordinators 14.7d
Field Work 1.3d
Billing 6.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
14.7 days
Over SLA
Field Work
1.3 days
Over SLA
Billing
6.2 days
Over SLA
Created: Feb 3, 2026 Due: Feb 28, 2026 (5 days overdue)
📅
14.8 days Total Age
⏱️
11.4d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
17.6d 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 #00564634
6008265256 - waiting on prod
Closed
14H SYS-AT-GNRL Contract ends 10/31/2026 repair included PM T3-LHR-LHR 228011624 Liquid Handler System Typical System Con Gorilla: CRS FLUENT
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-01349435 (current) Ready to Bill
Calibration • Jared Rappaport
Created: Feb 3, 2026 • Closed: Feb 24, 2026
WO-01349437 Ready to Bill
Calibration • Jared Rappaport
Created: Feb 3, 2026 • Closed: Feb 26, 2026
Behind Schedule - Needs Attention
Ready to Bill • 29 days old
🚨
Primary Delay 11.4 days stuck in "Assigned"
⏱️
Total Delay 17.6 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
11.4d / 0.5d SLA
Scheduled
3.3d / 2.0d SLA
Tech On Site
1.2d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
6.2d / 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


02-24-2025 JR

Asset Info:

Make: Tecan

Model: Fluent

Model #: Unknown

Serial #: 2208011623

Sub System: Tecan Fluent with LIHA

🔧 Work Performed
Tecan Fluent calibrated per Amgen protocols.
🔍 Technician Findings
As found (Pre-PM) data was passed Amgen specifications.
⚠️ Problem Description
14H SYS-AT-GNRL Contract ends 10/31/2026 repair included PM T3-LHR-LHR 228011624 Liquid Handler System Typical System Con Gorilla: CRS FLUENT
📄 Description
Agilent - SYS-AT-GNRL- OBS- Automation General Configuration
📞 Call Description
FEB 2026 AT GORILLA CALIBRATION

Timeline

📞
Case Linked Feb 3, 8:31 AM
Case Number: 00564634
Subject: 6008265256 - waiting on prod
Status: Closed
📋
Work Order Created Feb 3, 3:28 PM
Work Order: WO-01349435
Type: Calibration
Priority: PC
📅
▶
2 Status: Ready for Scheduling Feb 3, 3:35 PM
Status: Ready for Scheduling → Technician Assigned
👷
Technician Assigned by Leona Coonrod
Technician: Jared Rappaport
🚨 12.0 business days
🗓️
▶
2 Status: Scheduled Feb 19, 4:44 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-02-24T16:00:00.000+0000
⏳ 3.9 business days
🔧
Status: Tech On Site by Jared Rappaport Feb 24, 11:31 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 4d 18h
⏱️
2x Labor Added Feb 24, 11:57 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 2x Labor Added Feb 24, 8:46 PM
2x Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 9h 15m
⏱️
▶
2 2x Labor Added Feb 24, 9:33 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 47m
📄
Status: Ready to Bill by Hannah Shaw Feb 25, 8:41 AM
From: Closed
To: Ready to Bill
Duration in Previous: 11h 7m
⚠️ 6.0 business days
💵
▶
2 Status: Billing Review Mar 4, 8:41 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: 11.4 business days (threshold: 4.0 business hours)
Exceeded by 10.9 business days
Scheduled
Duration: 3.3 business days (threshold: 2.0 business days)
Exceeded by 1.3 business days
Tech On Site
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.3 business hours
Ready to Bill
Duration: 6.2 business days (threshold: 1.0 business days)
Exceeded by 5.2 business days

🔗 Related Artifacts

📞
Case 00564634
Closed

ℹ️ Work Order Details

Status
Ready to Bill
Priority
PC
Type
Calibration
Branch
N/A
Technician
Jared Rappaport
Scheduled
Feb 24, 11:00 AM
Created
Feb 3, 3:28 PM
Invoice #
N/A

Work Details (6)

Name Type Status Qty Amount Date
WL-03117585 Labor Open 0.5 $0.00 Feb 24, 11:57 AM
WL-03117586 Travel Open 17 $0.00 Feb 24, 11:57 AM
WL-03118663 Labor Open 4 $650.00 Feb 24, 8:46 PM
WL-03118664 Labor Open 4.8333333333333 $0.00 Feb 24, 8:46 PM
WL-03118736 Labor Open 0.66666666666667 $0.00 Feb 24, 9:33 PM
WL-03118737 Travel Open 17 $0.00 Feb 24, 9:33 PM

Details