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Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01349443 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Calibration • PC

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

Feb 3, 2026 → Mar 25, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✗ SLA Missed (18 biz days late)
Active: 35 biz days
🕐 Clock stopped: Completed (Mar 25, 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
18d
▶ Clock Running
Status: Scheduled
Feb 27 → Mar 25, 2026
18 business days (counted)
Running total: 35 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 25 → Mar 25, 2026
0 business days (counted)
Running total: 35 of ? biz days used
Created: Feb 3, 2026 Completed: Mar 25, 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 25 Scheduled ▶ Running 18 35
Mar 25 → Mar 25 Tech On Site ▶ Running 0 35
Dispatch 0.0d
Coordinators 35.5d
Field Work 0.8d
Billing 7.6d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
35.5 days
Over SLA
Field Work
0.8 days
Billing
7.6 days
Over SLA
Created: Feb 3, 2026 Due: Feb 28, 2026 Completed: Mar 25, 2026 (24 days late)
📅
35.4 days Total Age
⏱️
19.0d in Scheduled Longest Stage
🔄
9 transitions Status Changes
⚠️
40.8d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00564951
6008249301
Closed
14H SYS-AT-GNRL Contract ends 10/31/2026 repair included PM T3-LHR-LHR 511000016 Liquid Handler System Typical System Co Gorilla #: LLOYD
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-01349443 (current) Invoiced
Calibration • Jared Rappaport
Created: Feb 3, 2026 • Closed: Mar 25, 2026
WO-01349444 Invoiced
Calibration • Jared Rappaport
Created: Feb 3, 2026 • Closed: Apr 3, 2026
Completed with significant delays
Invoiced • 192 days old
🚨
Primary Delay 19.0 days stuck in "Scheduled"
⏱️
Total Delay 40.8 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
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
16.5d / 0.5d SLA
Scheduled
19.0d / 2.0d SLA
Tech On Site
0.4d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
2.3d / 1.0d SLA
Ready to Bill
7.5d / 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 (as found / pre-PM) of Tecan Evo LIHA per Amgen protocol
🔍 Technician Findings
As found data passed Amgen specifications.
⚠️ Problem Description
14H SYS-AT-GNRL Contract ends 10/31/2026 repair included PM T3-LHR-LHR 511000016 Liquid Handler System Typical System Co Gorilla #: LLOYD
📄 Description
Agilent - SYS-AT-GNRL- OBS- Automation General Configuration
📞 Call Description
FEB 2026 AT GORILLA CALIBRATION

Timeline

📞
▶
3 Case Linked Feb 3, 3:54 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01349443
Type: Calibration
Priority: PC
📅
Status: Ready for Scheduling by Leona Coonrod
From: Entered
To: Ready for Scheduling
Duration in Previous: 0m
👷
▶
2 Technician Assigned Feb 3, 4:01 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Leona Coonrod
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2m
🚨 15.0 business days
👷
Technician Assigned by Michael Burris Feb 24, 10:20 AM
Technician: Jared Rappaport
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Feb 26, 8:10 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-03-25T15:00:00.000+0000
🚨 19.5 business days
🔧
Status: Tech On Site by Jared Rappaport Mar 25, 11:35 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 26d 14h
⏱️
2x Labor Added Mar 25, 11:45 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
2 Labor Added Mar 25, 2:55 PM
Labor Added → Status: Completed
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 3h 21m
⏱️
▶
2 2x Labor Added Mar 25, 5:46 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 2h 50m
⏳ 2.8 business days
📄
Status: Ready to Bill by Hannah Shaw Mar 27, 3:46 PM
From: Closed
To: Ready to Bill
Duration in Previous: 1d 21h
⚠️ 8.0 business days
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 10d 20h
💰
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: 16.5 business days (threshold: 4.0 business hours)
Exceeded by 16.0 business days
Scheduled
Duration: 19.0 business days (threshold: 2.0 business days)
Exceeded by 17.0 business days
Closed
Duration: 2.3 business days (threshold: 1.0 business days)
Exceeded by 1.3 business days
Ready to Bill
Duration: 7.5 business days (threshold: 1.0 business days)
Exceeded by 6.5 business days

🔗 Related Artifacts

📞
Case 00564951
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Calibration
Branch
N/A
Technician
Jared Rappaport
Scheduled
Mar 25, 11:00 AM
Created
Feb 3, 3:58 PM
Invoice #
SM-258564

Work Details (5)

Name Type Status Qty Amount Date
WL-03158533 Labor Open 0.5 $0.00 Mar 25, 11:45 AM
WL-03158534 Travel Open 17 $0.00 Mar 25, 11:45 AM
WL-03158964 Labor Open 3.5 $650.00 Mar 25, 2:55 PM
WL-03159334 Labor Open 0.5 $0.00 Mar 25, 5:46 PM
WL-03159335 Travel Open 17 $0.00 Mar 25, 5:46 PM

Details