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← WO Overview

WO-01349444 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Calibration • PC

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

Feb 3, 2026 → Apr 3, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Feb 28, 2026
✗ SLA Missed (25 biz days late)
Active: 42 biz days
🕐 Clock stopped: Completed (Apr 3, 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
22d
▶ Clock Running
Status: Scheduled
Feb 27 → Mar 31, 2026
22 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 31 → Mar 31, 2026
0 business days (counted)
Running total: 39 of ? biz days used
▶ Clock Running
Status: Scheduled
Mar 31 → Apr 3, 2026
3 business days (counted)
Running total: 42 of ? biz days used
▶ Clock Running
Status: Tech On Site
Apr 3 → Apr 3, 2026
0 business days (counted)
Running total: 42 of ? biz days used
Created: Feb 3, 2026 Completed: Apr 3, 2026
Show SLA Clock Detail (7 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 31 Scheduled ▶ Running 22 39
Mar 31 → Mar 31 Tech On Site ▶ Running 0 39
Mar 31 → Apr 3 Scheduled ▶ Running 3 42
Apr 3 → Apr 3 Tech On Site ▶ Running 0 42
Dispatch 0.0d
Coordinators 43.5d
Field Work 0.9d
Billing 2.0d
✗ SLA Missed
Dispatch
0.0 days
Coordinators
43.5 days
Over SLA
Field Work
0.9 days
Billing
2.0 days
Over SLA
Created: Feb 3, 2026 Due: Feb 28, 2026 Completed: Apr 3, 2026 (33 days late)
📅
42.4 days Total Age
⏱️
23.0d in Scheduled Longest Stage
🔄
10 transitions Status Changes
⚠️
40.4d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
10 lines Work Details
🏠
2 visits On-Site Trips
👤
Self-Scheduled Scheduling
🔄
2 On-Site Visits
2 on-site visits — follow-up trip required
👤 Self-scheduled by Jared Rappaport — scheduling delays attributed to technician, not coordinators
Visit 1 Mar 31, 2026
Visit 2 Apr 3, 2026

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 Invoiced
Calibration • Jared Rappaport
Created: Feb 3, 2026 • Closed: Mar 25, 2026
WO-01349444 (current) Invoiced
Calibration • Jared Rappaport
Created: Feb 3, 2026 • Closed: Apr 3, 2026
Completed with significant delays
Invoiced • 192 days old
🚨
Primary Delay 23.0 days stuck in "Scheduled"
⏱️
Total Delay 40.4 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
16.5d / 0.5d SLA
Scheduled
27.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.2d / 1.0d SLA
Closed
1.4d / 1.0d SLA
Ready to Bill
2.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

4/16/26 lcoonrod WO is completed


4/1/26 lcoonrod

showing as date change on report. showing done in CRM. cannot update on FSM board.


Please assign to Jared Rappaport ARP to site is 17 miles. Zone 1


JR MAR-31-2026 Post-PM calibration cannot be completed as PM has not yet been performed. Time spent (1 hr 20 min) preparing system, including baseline plate setup and equipment staging. Scheduler did not indicate PM was incomplete; status confirmed onsite with lab personnel. ULS scheduler Ruben Barreto was notified.

🔧 Work Performed
Tecan Evo post-PM calibration (LIHA) completed per Amgen protocol.
🔍 Technician Findings
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

📞
▶
2 Case Linked Feb 3, 3:54 PM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01349444
Type: Calibration
Priority: PC
📅
▶
2 Status: Ready for Scheduling Feb 3, 4:01 PM
Status: Ready for Scheduling → Technician Assigned
👷
Technician Assigned by Leona Coonrod
Technician: Jared Rappaport
🚨 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, 8:11 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-03-26T15:00:00.000+0000
⚠️ 7.5 business days
📅
Dispatch Scheduled by Jared Rappaport Mar 9, 6:18 PM
Scheduled For: 2026-03-30T15:00:00.000+0000
🚨 10.7 business days
📅
Dispatch Scheduled by Jared Rappaport Mar 23, 5:35 PM
Scheduled For: 2026-03-31T15:00:00.000+0000
⚠️ 6.8 business days
🔧
Status: Tech On Site by Jared Rappaport Mar 31, 11:00 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 32d 13h
🚗
2x Travel Added Mar 31, 11:22 AM
Type: Travel, Labor
Status: Open
Qty: 17, 0.5
⏱️
▶
3 Labor Added Mar 31, 12:19 PM
Labor Added → Status: Scheduled → Dispatch Scheduled
🗓️
Status: Scheduled by Jared Rappaport
From: Tech On Site
To: Scheduled
Duration in Previous: 1h 23m
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-04-30T15:00:00.000+0000
⏱️
2x Labor Added Mar 31, 5:32 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏳ 2.8 business days
📅
Dispatch Scheduled by Jared Rappaport Apr 2, 6:17 PM
Scheduled For: 2026-04-03T15:00:00.000+0000
🔧
Status: Tech On Site by Jared Rappaport Apr 3, 11:02 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 2d 22h
⏱️
2x Labor Added Apr 3, 11:35 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
Labor Added Apr 3, 2:35 PM
Type: Labor
Status: Open
Qty: 3.5
✔️
Status: Completed by Jared Rappaport Apr 3, 2:45 PM
From: Tech On Site
To: Completed
Duration in Previous: 3h 42m
⏱️
▶
2 2x Labor Added Apr 3, 4:31 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 1h 47m
⏳ 1.9 business days
📄
Status: Ready to Bill by Hannah Shaw Apr 6, 11:00 AM
From: Closed
To: Ready to Bill
Duration in Previous: 2d 18h
⏳ 2.0 business days
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1d 1h
💰
Status: Invoiced by Hannah Shaw Apr 7, 12:56 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 20m
⚠️ 8.0 business days
🧾
Invoice Created Apr 16, 4:13 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: 23.0 business days (threshold: 2.0 business days)
Exceeded by 21.0 business days
Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days
Closed
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.5 business hours
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00564951
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Calibration
Branch
N/A
Technician
Jared Rappaport
Scheduled
Apr 3, 11:00 AM
Created
Feb 3, 3:59 PM
Invoice #
SM-258564

Work Details (10)

Name Type Status Qty Amount Date
WL-03166714 Travel Open 17 $0.00 Mar 31, 11:22 AM
WL-03166713 Labor Open 0.5 $0.00 Mar 31, 11:22 AM
WL-03166819 Labor Open 1.3333333333333 $0.00 Mar 31, 12:19 PM
WL-03167559 Labor Open 0.5 $0.00 Mar 31, 5:32 PM
WL-03167560 Travel Open 17 $0.00 Mar 31, 5:32 PM
WL-03172350 Labor Open 0.5 $0.00 Apr 3, 11:35 AM
WL-03172351 Travel Open 17 $0.00 Apr 3, 11:35 AM
WL-03172723 Labor Open 3.5 $650.00 Apr 3, 2:35 PM
WL-03173013 Labor Open 0.83333333333333 $0.00 Apr 3, 4:31 PM
WL-03173014 Travel Open 17 $0.00 Apr 3, 4:31 PM

Details