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WO-01340155 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Jan 27, 2026 → Feb 17, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✓ SLA Met (8 biz days early)
Active: 14 biz days
🕐 Clock stopped: Completed (Feb 17, 2026)
▶ Clock Running
Status: Created
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Assigned
Jan 27 → Jan 28, 2026
1 business day (counted)
Running total: 1 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Jan 28 → Feb 17, 2026
13 business days (counted)
Running total: 14 of ? biz days used
▶ Clock Running
Status: Tech On Site
Feb 17 → Feb 17, 2026
0 business days (counted)
Running total: 14 of ? biz days used
Created: Jan 27, 2026 Completed: Feb 17, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 27 → Jan 27 Created ▶ Running 0 0
Jan 27 → Jan 27 Ready for Scheduling ▶ Running 0 0
Jan 27 → Jan 28 Assigned ▶ Running 1 1
Jan 28 → Feb 17 Scheduled ▶ Running 13 14
Feb 17 → Feb 17 Tech On Site ▶ Running 0 14
Dispatch 0.0d
Coordinators 14.9d
Field Work 1.0d
Billing 14.2d
✓ SLA Met
Dispatch
0.0 days
Coordinators
14.9 days
Over SLA
Field Work
1.0 days
Billing
14.2 days
Over SLA
Created: Jan 27, 2026 Due: Feb 28, 2026 Completed: Feb 18, 2026 (10 days early)
📅
14.7 days Total Age
⏱️
14.2d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
25.6d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00562546
6008337804
Closed
15K SYS-LC-1260-X Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1311B DEAB703718 1260 Quaternary Pump G4212B DEAA302375 1260 Diode Array Detector G1316A DEACN10230 1260 Thermostatted Column Compartment G1330B DEBAK06417 1290 Thermostat G1367E DEACO01913 1260 High Performance Autosampler G1321A DE40505783 1200 Series Fluorescence Detector
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Jan 27, 2026
Work Orders from this Case (1)
WO-01340155 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Jan 27, 2026 • Closed: Feb 17, 2026
Completed with significant delays
Invoiced • 198 days old
🚨
Primary Delay 14.2 days stuck in "Ready to Bill"
⏱️
Total Delay 25.6 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
1.6d / 0.5d SLA
Scheduled
13.2d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
0.4d / 1.0d SLA
Ready to Bill
14.2d / 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
Agilent HPLC PM completed as per Agilent protocol: HPLC Products Standard Preventative Maintenance Service Checklist.
🔍 Technician Findings
All parts replaced with like-for-like. All tests passed Agilent specifications.
⚠️ Problem Description
15K SYS-LC-1260-X Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1311B DEAB703718 1260 Quaternary Pump G4212B DEAA302375 1260 Diode Array Detector G1316A DEACN10230 1260 Thermostatted Column Compartment G1330B DEBAK06417 1290 Thermostat G1367E DEACO01913 1260 High Performance Autosampler G1321A DE40505783 1200 Series Fluorescence Detector
📄 Description
1260 Quaternary Pump
📞 Call Description
FEB 2026 LC PM

Timeline

📞
▶
4 Case Linked Jan 27, 1:52 PM
Case Linked → Work Order Created → Status: Ready for Scheduling → Technician Assigned
📋
Work Order Created
Work Order: WO-01340155
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
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Jan 28, 5:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-02-17T16:00:00.000+0000
🚨 13.9 business days
🔧
Status: Tech On Site by Jared Rappaport Feb 17, 11:26 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 18h
⏱️
2x Labor Added Feb 17, 11:40 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 2x Labor Added Feb 17, 6:29 PM
2x Labor Added → 4x Parts Added
🔩
4x Parts Added
Type: Parts
Status: Open
Qty: 1, 2
✔️
Status: Completed by Jared Rappaport Feb 17, 6:35 PM
From: Tech On Site
To: Completed
Duration in Previous: 7h 8m
⏱️
▶
2 2x Labor Added Feb 17, 7:35 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 1m
📄
Status: Ready to Bill by Hannah Shaw Feb 17, 11:07 PM
From: Closed
To: Ready to Bill
Duration in Previous: 3h 31m
🚨 14.1 business days
📨
▶
3 Status: Invoice Pending Mar 9, 9:34 PM
Status: Invoice Pending → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 3m
🧾
Invoice Created
Invoice Number: SM-256046

Bottlenecks

Assigned
Duration: 1.6 business days (threshold: 4.0 business hours)
Exceeded by 1.1 business days
Scheduled
Duration: 13.2 business days (threshold: 2.0 business days)
Exceeded by 11.2 business days
Ready to Bill
Duration: 14.2 business days (threshold: 1.0 business days)
Exceeded by 13.2 business days

🔗 Related Artifacts

📞
Case 00562546
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Feb 17, 11:00 AM
Created
Jan 27, 1:55 PM
Invoice #
SM-256046

Work Details (10)

Name Type Status Qty Amount Date
WL-03108597 Labor Open 0.5 $0.00 Feb 17, 11:40 AM
WL-03108598 Travel Open 17 $0.00 Feb 17, 11:40 AM
WL-03109271 Labor Open 3 $585.00 Feb 17, 6:29 PM
WL-03109272 Labor Open 3.6666666666667 $0.00 Feb 17, 6:29 PM
WL-03109276 Parts Open 1 $0.00 Feb 17, 6:33 PM
WL-03109277 Parts Open 1 $0.00 Feb 17, 6:33 PM
WL-03109278 Parts Open 2 $0.00 Feb 17, 6:33 PM
WL-03109279 Parts Open 1 $0.00 Feb 17, 6:33 PM
WL-03109400 Labor Open 0.83333333333333 $0.00 Feb 17, 7:35 PM
WL-03109401 Travel Open 17 $0.00 Feb 17, 7:35 PM

Details