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WO-01351143 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Feb 11, 2026 → Mar 5, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (18 biz days early)
Active: 15 biz days
🕐 Clock stopped: Completed (Mar 5, 2026)
▶ Clock Running
Status: Created
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 11 → Feb 11, 2026
0 business days (counted)
Running total: 0 of ? biz days used
5d
▶ Clock Running
Status: Assigned
Feb 11 → Feb 19, 2026
5 business days (counted)
Running total: 5 of ? biz days used
10d
▶ Clock Running
Status: Scheduled
Feb 19 → Mar 5, 2026
10 business days (counted)
Running total: 15 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 5 → Mar 5, 2026
0 business days (counted)
Running total: 15 of ? biz days used
Created: Feb 11, 2026 Completed: Mar 5, 2026
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Feb 11 → Feb 11 Created ▶ Running 0 0
Feb 11 → Feb 11 Ready for Scheduling ▶ Running 0 0
Feb 11 → Feb 19 Assigned ▶ Running 5 5
Feb 19 → Mar 5 Scheduled ▶ Running 10 15
Mar 5 → Mar 5 Tech On Site ▶ Running 0 15
Dispatch 0.0d
Coordinators 15.8d
Field Work 1.0d
Billing 23.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
15.8 days
Over SLA
Field Work
1.0 days
Billing
23.0 days
Over SLA
Created: Feb 11, 2026 Due: Mar 31, 2026 Completed: Mar 6, 2026 (25 days early)
📅
15.7 days Total Age
⏱️
23.0d in Ready to Bill Longest Stage
🔄
8 transitions Status Changes
⚠️
35.3d 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 #00567510
6008347981
Closed
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G7112B DEAGO03732 1260 Infinity II Binary Pump G7122A JPAAL01065 1260 Infinity II Degasser G7116A DEAEM06151 1260 Infinity II Multicolumn Thermostat G7167A DEAGY01651 1260 Infinity II Multisampler G7117C DEAK07088 1260 Infinity II Diode Array Detector HS
Priority
High
Origin
Web
Reason
New Case
Contact
Diana Hernandez Guerrero
Owner
Leona Coonrod
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351143 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Feb 11, 2026 • Closed: Mar 5, 2026
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 23.0 days stuck in "Ready to Bill"
⏱️
Total Delay 35.3 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
5.6d / 0.5d SLA
Scheduled
10.1d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.1d / 1.0d SLA
Closed
1.0d / 1.0d SLA
Ready to Bill
23.0d / 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
HPLC 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 G7112B DEAGO03732 1260 Infinity II Binary Pump G7122A JPAAL01065 1260 Infinity II Degasser G7116A DEAEM06151 1260 Infinity II Multicolumn Thermostat G7167A DEAGY01651 1260 Infinity II Multisampler G7117C DEAK07088 1260 Infinity II Diode Array Detector HS
📄 Description
1260 Infinity II Binary Pump
📞 Call Description
MAR 2026 LC PM

Timeline

📞
▶
2 Case Linked Feb 11, 1:48 PM
Case Linked → Work Order Created
📋
Work Order Created
Work Order: WO-01351143
Type: Preventive Maintenance
Priority: PC
📅
▶
2 Status: Ready for Scheduling Feb 11, 1:53 PM
Status: Ready for Scheduling → Technician Assigned
👷
Technician Assigned by Leona Coonrod
Technician: Jared Rappaport
⚠️ 6.0 business days
🗓️
▶
2 Status: Scheduled Feb 19, 5:48 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-03-05T16:00:00.000+0000
🚨 10.8 business days
🔧
Status: Tech On Site by Jared Rappaport Mar 5, 11:32 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 13d 17h
⏱️
2x Labor Added Mar 5, 11:47 AM
Type: Labor, Travel
Status: Open
Qty: 0.5, 17
⏱️
▶
3 2x Labor Added Mar 5, 6:21 PM
2x Labor Added → 4x Parts Added → Status: Completed
🔩
4x Parts Added
Type: Parts
Status: Open
Qty: 1, 4, 2
✔️
Status: Completed by Jared Rappaport
From: Tech On Site
To: Completed
Duration in Previous: 6h 51m
⏱️
▶
2 2x Labor Added Mar 5, 7:19 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 55m
📄
Status: Ready to Bill by Hannah Shaw Mar 6, 3:27 AM
From: Closed
To: Ready to Bill
Duration in Previous: 8h 8m
🚨 23.0 business days
📨
Status: Invoice Pending by Hannah Shaw Apr 7, 12:36 PM
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 32d 8h
💰
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: 5.6 business days (threshold: 4.0 business hours)
Exceeded by 5.1 business days
Scheduled
Duration: 10.1 business days (threshold: 2.0 business days)
Exceeded by 8.1 business days
Ready to Bill
Duration: 23.0 business days (threshold: 1.0 business days)
Exceeded by 22.0 business days

🔗 Related Artifacts

📞
Case 00567510
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Mar 5, 11:00 AM
Created
Feb 11, 1:53 PM
Invoice #
SM-258564

Work Details (10)

Name Type Status Qty Amount Date
WL-03131383 Labor Open 0.5 $0.00 Mar 5, 11:47 AM
WL-03131384 Travel Open 17 $0.00 Mar 5, 11:47 AM
WL-03132386 Labor Open 3.5 $520.00 Mar 5, 6:21 PM
WL-03132387 Labor Open 3 $0.00 Mar 5, 6:21 PM
WL-03132388 Parts Open 1 $0.00 Mar 5, 6:23 PM
WL-03132389 Parts Open 1 $0.00 Mar 5, 6:23 PM
WL-03132390 Parts Open 4 $0.00 Mar 5, 6:23 PM
WL-03132391 Parts Open 2 $0.00 Mar 5, 6:23 PM
WL-03132583 Labor Open 0.83333333333333 $0.00 Mar 5, 7:19 PM
WL-03132584 Travel Open 17 $0.00 Mar 5, 7:19 PM

Details