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WO-01349438 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Calibration • PC

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

Feb 3, 2026 → Mar 18, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✗ SLA Missed (14 biz days late)
Active: 31 biz days
🕐 Clock stopped: Completed (Mar 19, 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
17d
▶ Clock Running
Status: Assigned
Feb 3 → Feb 27, 2026
17 business days (counted)
Running total: 17 of ? biz days used
13d
▶ Clock Running
Status: Scheduled
Feb 27 → Mar 18, 2026
13 business days (counted)
Running total: 30 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 18 → Mar 19, 2026
1 business day (counted)
Running total: 31 of ? biz days used
Created: Feb 3, 2026 Completed: Mar 19, 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 27 Assigned ▶ Running 17 17
Feb 27 → Mar 18 Scheduled ▶ Running 13 30
Mar 18 → Mar 19 Tech On Site ▶ Running 1 31
Dispatch 0.0d
Coordinators 30.6d
Field Work 0.6d
Billing 14.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
30.6 days
Over SLA
Field Work
0.6 days
Billing
14.0 days
Over SLA
Created: Feb 3, 2026 Due: Feb 28, 2026 Completed: Mar 19, 2026 (18 days late)
📅
30.6 days Total Age
⏱️
16.6d in Assigned Longest Stage
🔄
8 transitions Status Changes
⚠️
41.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
3 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564636
6008318033 - waiting on prod
Closed
14H SYS-AT-GNRL Contract ends 10/31/2026 repair included PM T3-LHR-LHR 631 Liquid Handler System Typical System Con Gorilla: TINA
Priority
High
Origin
Phone
Reason
New Case
Contact
Dan Anafi
Owner
Leona Coonrod
Created
Feb 3, 2026
Work Orders from this Case (2)
WO-01349438 (current) Invoiced
Calibration • Jared Rappaport
Created: Feb 3, 2026 • Closed: Mar 18, 2026
WO-01349439 Invoiced
Calibration • Jared Rappaport
Created: Feb 3, 2026 • Closed: Mar 23, 2026
Completed with significant delays
Invoiced • 192 days old
🚨
Primary Delay 16.6 days stuck in "Assigned"
⏱️
Total Delay 41.1 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
16.6d / 0.5d SLA
Scheduled
14.0d / 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
14.0d / 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
Calibration Tecan Evo LIHA as found / pre-PM per Amgen specifications.
🔍 Technician Findings
Data passed Amgen specifications.
⚠️ Problem Description
14H SYS-AT-GNRL Contract ends 10/31/2026 repair included PM T3-LHR-LHR 631 Liquid Handler System Typical System Con Gorilla: TINA
📄 Description
Agilent - SYS-AT-GNRL- OBS- Automation General Configuration
📞 Call Description
FEB 2026 AT GORILLA CALIBRATION

Timeline

📞
Case Linked Feb 3, 8:37 AM
Case Number: 00564636
Subject: 6008318033 - waiting on prod
Status: Closed
📋
▶
3 Work Order Created Feb 3, 3:39 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
🚨 15.0 business days
👷
Technician Assigned by Michael Burris Feb 24, 10:21 AM
Technician: Jared Rappaport
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 26, 8:08 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-03-23T15:00:00.000+0000
⚠️ 7.5 business days
📅
▶
2 Dispatch Scheduled Mar 9, 6:10 PM
Dispatch Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-03-18T21:00:00.000+0000
⚠️ 7.7 business days
🔧
Status: Tech On Site by Jared Rappaport Mar 18, 4:29 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 19d 19h
⏱️
▶
2 Labor Added Mar 18, 8:17 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 3h 48m
⏱️
▶
2 2x Labor Added Mar 18, 9:07 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 50m
📄
Status: Ready to Bill by Hannah Shaw Mar 19, 12:01 PM
From: Closed
To: Ready to Bill
Duration in Previous: 14h 53m
🚨 14.0 business days
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 19d 0h
💰
Status: Invoiced by Hannah Shaw Apr 7, 12:56 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 20m
🧾
Invoice Created Apr 7, 5:31 PM
Invoice Number: SM-258564

Bottlenecks

Assigned
Duration: 16.6 business days (threshold: 4.0 business hours)
Exceeded by 16.1 business days
Scheduled
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days
Ready to Bill
Duration: 14.0 business days (threshold: 1.0 business days)
Exceeded by 13.0 business days

🔗 Related Artifacts

📞
Case 00564636
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Calibration
Branch
N/A
Technician
Jared Rappaport
Scheduled
Mar 18, 5:00 PM
Created
Feb 3, 3:39 PM
Invoice #
SM-258564

Work Details (3)

Name Type Status Qty Amount Date
WL-03150252 Labor Open 3.3333333333333 $650.00 Mar 18, 8:17 PM
WL-03150362 Labor Open 0.75 $0.00 Mar 18, 9:07 PM
WL-03150363 Travel Open 17 $0.00 Mar 18, 9:07 PM

Details