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WO-01349441 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Calibration • PC

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

Feb 3, 2026 → Feb 20, 2026

🔴 Behind
PC
SLA Clock
Per client agreement · Target: Apr 30, 2026
✓ SLA Met (49 biz days early)
Active: 12 biz days
🕐 Clock stopped: Completed (Feb 20, 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
▶ Clock Running
Status: Scheduled
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 20 → Feb 20, 2026
0 business days (counted)
Running total: 12 of ? biz days used
Created: Feb 3, 2026 Completed: Feb 20, 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 20 Scheduled ▶ Running 1 12
Feb 20 → Feb 20 Tech On Site ▶ Running 0 12
Dispatch 0.0d
Coordinators 12.7d
Field Work 0.8d
Billing 6.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
12.7 days
Over SLA
Field Work
0.8 days
Billing
6.2 days
Over SLA
Created: Feb 3, 2026 Due: Apr 30, 2026 (56 days left)
📅
12.4 days Total Age
⏱️
11.4d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
18.2d 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 #00564654
6008318142 - waiting on product
Closed
14H SYS-AT-GNRL Contract ends 10/31/2026 repair included PM T3-LHR-LHR 1005000435 Liquid Handler System Typical System Con
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-01349441 (current) Ready to Bill
Calibration • Jared Rappaport
Created: Feb 3, 2026 • Closed: Feb 20, 2026
WO-01349442 Ready to Bill
Calibration • Jared Rappaport
Created: Feb 3, 2026 • Closed: Feb 25, 2026
Behind Schedule - Needs Attention
Ready to Bill • 29 days old
🚨
Primary Delay 11.4 days stuck in "Assigned"
⏱️
Total Delay 18.2 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
11.4d / 0.5d SLA
Scheduled
1.3d / 2.0d SLA
Tech On Site
0.7d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
3.0d / 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


JR 02-20-2026

Make: Tecan

Model: FREEDOM EVO 200

SN: 1005000435

Sub System: Tecan FREEDOM EVO 200 with LIHA and MCA

🔧 Work Performed
Calibrated Tecan (As found pre-PM)
🔍 Technician Findings
Unable to collect as-found data as the unit was found inoperable. Worked with Tecan Support to troubleshoot reported error messages; troubleshooting indicates a likely hardware issue requiring repair. Notified Amgen owner Jennifer Kerr-Centeno and ULS contacts Geraldine Perez and Reuben Barreto.
⚠️ Problem Description
14H SYS-AT-GNRL Contract ends 10/31/2026 repair included PM T3-LHR-LHR 1005000435 Liquid Handler System Typical System Con
📄 Description
Agilent - SYS-AT-GNRL- OBS- Automation General Configuration
📞 Call Description
APR 2026 AT CALIBRATION

Timeline

📞
Case Linked Feb 3, 9:03 AM
Case Number: 00564654
Subject: 6008318142 - waiting on product
Status: Closed
📋
▶
3 Work Order Created Feb 3, 3:45 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: Jared Rappaport
🚨 12.0 business days
🗓️
▶
2 Status: Scheduled Feb 19, 4:41 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-02-20T16:00:00.000+0000
🔧
▶
2 Status: Tech On Site Feb 20, 12:05 PM
Status: Tech On Site → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
Labor Added Feb 20, 5:22 PM
Type: Labor
Status: Open
Qty: 3
✔️
Status: Completed by Jared Rappaport Feb 20, 5:31 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 25m
⏱️
Labor Added Feb 20, 5:49 PM
Type: Labor
Status: Open
Qty: 2.1666666666667
⏱️
▶
2 2x Labor Added Feb 20, 6:36 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 6m
⏳ 3.7 business days
📄
Status: Ready to Bill by Hannah Shaw Feb 25, 8:15 AM
From: Closed
To: Ready to Bill
Duration in Previous: 4d 13h
⚠️ 6.0 business days
💵
▶
2 Status: Billing Review Mar 4, 8:53 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: 1m

Bottlenecks

Assigned
Duration: 11.4 business days (threshold: 4.0 business hours)
Exceeded by 10.9 business days
Closed
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Ready to Bill
Duration: 6.2 business days (threshold: 1.0 business days)
Exceeded by 5.2 business days

🔗 Related Artifacts

📞
Case 00564654
Closed

ℹ️ Work Order Details

Status
Ready to Bill
Priority
PC
Type
Calibration
Branch
N/A
Technician
Jared Rappaport
Scheduled
Feb 20, 11:00 AM
Created
Feb 3, 3:45 PM
Invoice #
N/A

Work Details (6)

Name Type Status Qty Amount Date
WL-03113780 Labor Open 0.5 $0.00 Feb 20, 12:07 PM
WL-03113781 Travel Open 17 $0.00 Feb 20, 12:07 PM
WL-03114476 Labor Open 3 $650.00 Feb 20, 5:22 PM
WL-03114513 Labor Open 2.1666666666667 $0.00 Feb 20, 5:49 PM
WL-03114598 Labor Open 0.91666666666667 $0.00 Feb 20, 6:36 PM
WL-03114599 Travel Open 17 $0.00 Feb 20, 6:36 PM

Details