Work Order 360 View

Detailed work order timeline, KPIs, and analysis

← WO Overview

WO-01351148 ↗ ServiceMax

AGILENT TECHNOLOGIES (ASP) • Preventive Maintenance • PC

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

Feb 11, 2026 → Mar 2, 2026

✅ Completed
PC
SLA Clock
Per client agreement · Target: Mar 31, 2026
✓ SLA Met (21 biz days early)
Active: 12 biz days
🕐 Clock stopped: Completed (Mar 2, 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
8d
▶ Clock Running
Status: Assigned
Feb 11 → Feb 24, 2026
8 business days (counted)
Running total: 8 of ? biz days used
4d
▶ Clock Running
Status: Scheduled
Feb 24 → Mar 2, 2026
4 business days (counted)
Running total: 12 of ? biz days used
▶ Clock Running
Status: Tech On Site
Mar 2 → Mar 2, 2026
0 business days (counted)
Running total: 12 of ? biz days used
Created: Feb 11, 2026 Completed: Mar 2, 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 24 Assigned ▶ Running 8 8
Feb 24 → Mar 2 Scheduled ▶ Running 4 12
Mar 2 → Mar 2 Tech On Site ▶ Running 0 12
Dispatch 0.0d
Coordinators 12.6d
Field Work 1.1d
Billing 27.0d
✓ SLA Met
Dispatch
0.0 days
Coordinators
12.6 days
Over SLA
Field Work
1.1 days
Billing
27.0 days
Over SLA
Created: Feb 11, 2026 Due: Mar 31, 2026 Completed: Mar 3, 2026 (28 days early)
📅
12.7 days Total Age
⏱️
25.0d in Ready to Bill Longest Stage
🔄
10 transitions Status Changes
⚠️
35.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
11 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

Powered by OpenAI
Generating AI analysis...

Originating Case

Open in Salesforce →
🎫
Case #00567516
6008341122
Closed
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1316C DEBAC03534 1290 Thermostatted Column Compartment G4220A DEBAA02097 1290 Infinity Binary Pump G4226A DEBAP02501 1290 Infinity Autosampler G1315C DEAA202108 1260 Diode Array Detector VL+
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-01351148 (current) Invoiced
Preventive Maintenance • Jared Rappaport
Created: Feb 11, 2026 • Closed: Mar 2, 2026
Completed with significant delays
Invoiced • 184 days old
🚨
Primary Delay 25.0 days stuck in "Ready to Bill"
⏱️
Total Delay 35.1 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
7.6d / 0.5d SLA
Scheduled
5.0d / 2.0d SLA
Tech On Site
0.6d / 1.0d SLA
Completed
0.4d / 1.0d SLA
Closed
0.7d / 1.0d SLA
Ready to Bill
27.0d / 1.0d SLA
Billing Review
0.0d / 2.0d 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: HPLC Products Standard Preventative Maintenance Service Checklist
🔍 Technician Findings
All parts replaced with like for like. All required tests passed Agilent specifications. TBD parts: Agilent P/N G4220-60310 Quantity 1, Agilent P/N 0515-6154 Quantity 8.
⚠️ Problem Description
15K SYS-LC-1260II Contract ends 07/31/2026 repair included PM PM only - customer supplies the UV lamp G1316C DEBAC03534 1290 Thermostatted Column Compartment G4220A DEBAA02097 1290 Infinity Binary Pump G4226A DEBAP02501 1290 Infinity Autosampler G1315C DEAA202108 1260 Diode Array Detector VL+
📄 Description
LC 1290 System
📞 Call Description
MAR 2026 LC GORILLA PM

Timeline

📞
▶
3 Case Linked Feb 11, 1:57 PM
Case Linked → Work Order Created → Status: Ready for Scheduling
📋
Work Order Created
Work Order: WO-01351148
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 Feb 11, 2:02 PM
Technician: Jared Rappaport
⚠️ 8.0 business days
🗓️
▶
2 Status: Scheduled Feb 23, 7:09 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Jared Rappaport
Scheduled For: 2026-03-02T16:00:00.000+0000
⚠️ 5.6 business days
🔧
Status: Tech On Site by Jared Rappaport Mar 2, 11:28 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 6d 16h
⏱️
▶
2 4x Labor Added Mar 2, 4:25 PM
4x Labor Added → 5x Parts Added
🔩
5x Parts Added
Type: Parts
Status: Open
Qty: 1
✔️
Status: Completed by Jared Rappaport Mar 2, 4:31 PM
From: Tech On Site
To: Completed
Duration in Previous: 5h 2m
⏱️
▶
2 2x Labor Added Mar 2, 7:55 PM
2x Labor Added → Status: Closed
🏁
Status: Closed by Jared Rappaport
From: Completed
To: Closed
Duration in Previous: 3h 24m
📄
Status: Ready to Bill by Hannah Shaw Mar 3, 1:48 AM
From: Closed
To: Ready to Bill
Duration in Previous: 5h 52m
🚨 25.0 business days
💵
▶
2 Status: Billing Review Apr 6, 10:38 AM
Status: Billing Review → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Billing Review
To: Ready to Bill
Duration in Previous: 1m
⏳ 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
🧾
Invoice Created Apr 7, 5:31 PM
Invoice Number: SM-258564

Bottlenecks

Assigned
Duration: 7.6 business days (threshold: 4.0 business hours)
Exceeded by 7.1 business days
Scheduled
Duration: 5.0 business days (threshold: 2.0 business days)
Exceeded by 3.0 business days
Ready to Bill
Duration: 25.0 business days (threshold: 1.0 business days)
Exceeded by 24.0 business days
Ready to Bill
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00567516
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
Preventive Maintenance
Branch
N/A
Technician
Jared Rappaport
Scheduled
Mar 2, 11:00 AM
Created
Feb 11, 2:02 PM
Invoice #
SM-258564

Work Details (11)

Name Type Status Qty Amount Date
WL-03126661 Labor Open 0.5 $0.00 Mar 2, 4:25 PM
WL-03126662 Labor Open 3.5 $520.00 Mar 2, 4:25 PM
WL-03126663 Labor Open 1 $0.00 Mar 2, 4:25 PM
WL-03126664 Travel Open 17 $0.00 Mar 2, 4:25 PM
WL-03126674 Parts Open 1 $0.00 Mar 2, 4:28 PM
WL-03126675 Parts Open 1 $0.00 Mar 2, 4:28 PM
WL-03126676 Parts Open 1 $0.00 Mar 2, 4:28 PM
WL-03126677 Parts Open 1 $0.00 Mar 2, 4:28 PM
WL-03126678 Parts Open 1 $0.00 Mar 2, 4:28 PM
WL-03127055 Labor Open 0.91666666666667 $0.00 Mar 2, 7:55 PM
WL-03127056 Travel Open 17 $0.00 Mar 2, 7:55 PM

Details