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WO-01351153 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Feb 11, 2026 → Mar 3, 2026

🔴 Behind
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (19 biz days early)
Active: 14 biz days
🕐 Clock stopped: Completed (Mar 4, 2026)
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
8d
▶ Clock Running
Status: Assigned
Feb 11 → Feb 24, 2026
8 business days (counted)
Running total: 8 of ? biz days used
5d
▶ Clock Running
Status: Scheduled
Feb 24 → Mar 3, 2026
5 business days (counted)
Running total: 13 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 3 → Mar 4, 2026
1 business day (counted)
Running total: 14 of ? biz days used
Created: Feb 11, 2026 Completed: Mar 4, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 0
Feb 11 → Feb 24 Assigned ▶ Running 8 8
Feb 24 → Mar 3 Scheduled ▶ Running 5 13
Mar 3 → Mar 4 Tech On Site ▶ Running 1 14
Dispatch 0.0d
Coordinators 13.6d
Field Work 1.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
13.6 days
Over SLA
Field Work
1.2 days
Over SLA
Created: Feb 11, 2026 Due: Mar 31, 2026 (26 days left)
📅
13.8 days Total Age
⏱️
7.6d in Assigned Longest Stage
🔄
6 transitions Status Changes
⚠️
11.5d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567534
6008341134
Closed
15K SYS-LC-1200-E Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1312A DE60555347 1200 Series Binary Pump G1316A DE60556435 1260 Thermostatted Column Compartment G1330B DE13212151 1290 Thermostat G1322A JP60652733 1260 Standard Degasser G1329A DE82202521 1200 Series Standard Autosampler G1362A DE11101431 1260 Refractive Index Detector G1314B DE60555192 1260 Variable Wavelength Detector VL
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351153 (current) Ready to Bill
Preventive Maintenance • Jared Rappaport
Created: Feb 11, 2026 • Closed: Mar 3, 2026
Behind Schedule - Needs Attention
Ready to Bill • 21 days old
🚨
Primary Delay 7.6 days stuck in "Assigned"
⏱️
Total Delay 11.5 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
7.6d / 0.5d SLA
Scheduled
6.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.3d / 1.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jared Rappaport ARP to site is 17 miles. Zone 1
🔧 Work Performed
HPLC 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-1200-E Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1312A DE60555347 1200 Series Binary Pump G1316A DE60556435 1260 Thermostatted Column Compartment G1330B DE13212151 1290 Thermostat G1322A JP60652733 1260 Standard Degasser G1329A DE82202521 1200 Series Standard Autosampler G1362A DE11101431 1260 Refractive Index Detector G1314B DE60555192 1260 Variable Wavelength Detector VL
📄 Description
1200 Series Binary Pump
📞 Call Description
MAR 2026 LC PM

Timeline

📞
Case Linked Feb 11, 2:15 PM
Case Number: 00567534
Subject: 6008341134
Status: Closed
📋
▶
3 Work Order Created Feb 11, 2:21 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: a0hVU000000hjebYAA, Jared Rappaport
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Feb 23, 7:10 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-03-03T16:00:00.000+0000
⚠️ 6.6 business days
🔧
Status: Tech On Site by Jared Rappaport Mar 3, 11:19 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 7d 16h
⏱️
2x Labor Added Mar 3, 11:32 AM
Type: Labor, Travel
Status: Open
Qty: 0.58333333333333, 17
⏱️
▶
3 3x Labor Added Mar 3, 8:13 PM
3x Labor Added → 4x Parts Added → Status: Completed
🔩
4x Parts Added
Type: Parts
Status: Open
Qty: 1, 4
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 8h 56m
⏱️
▶
2 2x Labor Added Mar 3, 9:03 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 48m
⏳ 1.4 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 4, 9:28 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 0h

Bottlenecks

Assigned
Duration: 7.6 business days (threshold: 4.0 business hours)
Exceeded by 7.1 business days
Scheduled
Duration: 6.0 business days (threshold: 2.0 business days)
Exceeded by 4.0 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.9 business hours
Closed
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.5 business hours

🔗 Related Artifacts

📞
Case 00567534
Closed

ℹ️ Work Order Details

Status
Ready to Bill
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Mar 3, 11:00 AM
Created
Feb 11, 2:21 PM
Invoice #
N/A

Work Details (11)

Name Type Status Qty Amount Date
WL-03127647 Labor Open 0.58333333333333 $0.00 Mar 3, 11:32 AM
WL-03127648 Travel Open 17 $0.00 Mar 3, 11:32 AM
WL-03128935 Labor Open 3 $585.00 Mar 3, 8:13 PM
WL-03128936 Labor Open 2 $0.00 Mar 3, 8:13 PM
WL-03128937 Labor Open 2.5 $0.00 Mar 3, 8:13 PM
WL-03128938 Parts Open 1 $0.00 Mar 3, 8:14 PM
WL-03128939 Parts Open 1 $0.00 Mar 3, 8:14 PM
WL-03128940 Parts Open 4 $0.00 Mar 3, 8:14 PM
WL-03128941 Parts Open 1 $0.00 Mar 3, 8:14 PM
WL-03129007 Labor Open 0.66666666666667 $0.00 Mar 3, 9:03 PM
WL-03129008 Travel Open 17 $0.00 Mar 3, 9:03 PM

Details