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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01316404 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Nov 19, 2025 → Dec 23, 2025

✅ Completed
PC Per client agreement
Target: Dec 31, 2025
🕐 Clock stopped: Completed (Dec 23)
✓ SLA Met (8d early)
Dispatch 0.0d
Coordinators 24.5d
Field Work 0.7d
Billing 9.7d
✓ SLA Met
Dispatch
0.0 days
Coordinators
24.5 days
Over SLA
Field Work
0.7 days
Billing
9.7 days
Over SLA
Created: Nov 19, 2025 Due: Dec 31, 2025 Completed: Dec 24, 2025 (7 days early)
📅
24.3 days Total Age
⏱️
23.3d in Scheduled Longest Stage
🔄
8 transitions Status Changes
⚠️
30.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
8 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00545408
6008123724
Closed
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7176A DEAGY01800 G7117C DEAEK07498 1260 Infinity II Diode Array Detector HS G7116A DEAEM06766 1260 Infinity II Multicolumn Thermostat G7111B DEAEV02195 1260 Infinity II Quaternary Pump
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Nov 19, 2025
Work Orders from this Case (1)
WO-01316404 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Nov 19, 2025 • Closed: Dec 23, 2025
Completed with significant delays
Invoiced • 176 days old
🚨
Primary Delay 23.3 days stuck in "Scheduled"
⏱️
Total Delay 30.7 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
1.2d / 0.5d SLA
Scheduled
23.3d / 2.0d SLA
Tech On Site
0.5d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
9.7d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
Please assign to Jared Rappaport ARP to site is 17 miles. Zone 1
🔧 Work Performed
PM completed as per Agilent protocol: Agilent InfinityLab LC Series Preventative Maintenance Checklist.
🔍 Technician Findings
All parts replaced with like for like. All required tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7176A DEAGY01800 G7117C DEAEK07498 1260 Infinity II Diode Array Detector HS G7116A DEAEM06766 1260 Infinity II Multicolumn Thermostat G7111B DEAEV02195 1260 Infinity II Quaternary Pump
📄 Description
1260 Infinity II Quaternary Pump
📞 Call Description
DEC 2025 LC PM

Timeline

📞
▶
4 Case Linked Nov 19, 5:00 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01316404
Type: Preventive Maintenance
Priority: PC
📅
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
🗓️
▶
2 Status: Scheduled Nov 20, 4:53 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2025-12-23T16:00:00.000+0000
🚨 23.9 business days
🔧
Status: Tech On Site by Jared Rappaport Dec 23, 1:59 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 32d 21h
⏱️
▶
2 Labor Added Dec 23, 6:13 PM
Labor Added → 5x Labor Added
⏱️
5x Labor Added
Type: Labor, Parts
Status: Open
Qty: 2, 1
✔️
Status: Completed by Jared Rappaport Dec 23, 6:23 PM
From: Tech On Site
To: Completed
Duration in Previous: 4h 23m
⏱️
▶
2 2x Labor Added Dec 23, 7:19 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 56m
📄
Status: Ready to Bill by Hannah Shaw Dec 24, 1:37 PM
From: Closed
To: Ready to Bill
Duration in Previous: 18h 17m
🚨 10.0 business days
📨
▶
3 Status: Invoice Pending Jan 6, 4:26 PM
Status: Invoice Pending → Invoice Created → Status: Invoiced
🧾
Invoice Created
Invoice Number: SM-250617
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m

Bottlenecks

Assigned
Duration: 1.2 business days (threshold: 4.0 business hours)
Exceeded by 6.0 business hours
Scheduled
Duration: 23.3 business days (threshold: 2.0 business days)
Exceeded by 21.3 business days
Ready to Bill
Duration: 9.7 business days (threshold: 1.0 business days)
Exceeded by 8.7 business days

🔗 Related Artifacts

📞
Case 00545408
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Dec 23, 11:00 AM
Created
Nov 19, 5:00 PM
Invoice #
SM-250617

Work Details (8)

Name Type Status Qty Amount Date
WL-03046683 Labor Open 2 $520.00 Dec 23, 6:13 PM
WL-03046689 Labor Open 2 $0.00 Dec 23, 6:16 PM
WL-03046690 Parts Open 1 $0.00 Dec 23, 6:16 PM
WL-03046691 Parts Open 2 $0.00 Dec 23, 6:16 PM
WL-03046692 Parts Open 2 $0.00 Dec 23, 6:16 PM
WL-03046693 Parts Open 1 $0.00 Dec 23, 6:16 PM
WL-03046779 Labor Open 0.83333333333333 $0.00 Dec 23, 7:19 PM
WL-03046780 Travel Open 17 $0.00 Dec 23, 7:19 PM

Details