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WO-01298526 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • IOQ • P7

📍 Guardant Health Redwood City — 505 Penobscot Drive, Redwood City CA, 94063

Aug 19, 2025 → Sep 7, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Aug 28, 2025
✗ SLA Missed (5 biz days late)
Active: 12 biz days
Budget: 7 biz days
🕐 Clock stopped: Tech Off Site (Sep 6, 2025)
SLA Target
▶ Clock Running
Status: Created
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Aug 19 → Aug 19, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Aug 19 → Aug 20, 2025
1 business day (counted)
Running total: 1 of 7 biz days used
11d
▶ Clock Running
Status: Scheduled
Aug 20 → Sep 5, 2025
11 business days (counted)
Running total: 12 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Sep 5 → Sep 6, 2025
0 business days (counted)
Running total: 12 of 7 biz days used
Created: Aug 19, 2025 Tech Off Site: Sep 6, 2025
Business Days Used 12 / 7
0 7d budget +5d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Aug 19 → Aug 19 Created ▶ Running 0 0 / 7
Aug 19 → Aug 19 L2 Screening ▶ Running 0 0 / 7
Aug 19 → Aug 19 Ready for Scheduling ▶ Running 0 0 / 7
Aug 19 → Aug 20 Assigned ▶ Running 1 1 / 7
Aug 20 → Sep 5 Scheduled ▶ Running 11 12 / 7
Sep 5 → Sep 6 Tech On Site ▶ Running 0 12 / 7
Dispatch 0.3d
Coordinators 12.6d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.3 days
Coordinators
12.6 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Aug 19, 2025 Due: Sep 5, 2025 Completed: Sep 7, 2025 (1 days late)
📅
12.5 days Total Age
⏱️
11.4d in Scheduled Longest Stage
🔄
12 transitions Status Changes
⚠️
10.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
20 lines Work Details
🚩
3 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
3 On-Site Visits
3 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 4, 2025
Visit 2 Sep 5, 2025
Visit 3 Sep 6, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00520290
FW: EMSAR IQOQ Requests - CEN00120, CEN00121, CEN00122, CEN00123 - 8032773188
Closed
CEN00120 Thermo Fisher Scientific Thermo Fisher Scientific Sorvall X4R Pro-MD, 120V 43399757 Redwood City, Lab 123-141 Expedited
Priority
Standard
Origin
Email
Reason
New Case
Contact
Odalys Barahona
Owner
Shelby Robinson
Created
Aug 19, 2025
Work Orders from this Case (4)
WO-01298526 (current) Invoiced
IOQ • Kwame Cobb
Created: Aug 19, 2025 • Closed: Sep 7, 2025
WO-01298527 Invoiced
IOQ • Kwame Cobb
Created: Aug 19, 2025 • Closed: Sep 5, 2025
WO-01298528 Invoiced
IOQ • Kwame Cobb
Created: Aug 19, 2025 • Closed: Sep 5, 2025
WO-01298529 Invoiced
IOQ • Kwame Cobb
Created: Aug 19, 2025 • Closed: Sep 5, 2025
Completed with significant delays
Invoiced • 197 days old
🚨
Primary Delay 11.4 days stuck in "Scheduled"
⏱️
Total Delay 10.0 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
L2 Screening
0.3d / 1.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
1.1d / 0.5d SLA
Scheduled
11.4d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.1d / 1.0d SLA
L2 Review
0.9d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Completed IOQ on unit.
🔍 Technician Findings
As found: Unit in work lab.
⚠️ Problem Description
CEN00120 Thermo Fisher Scientific Thermo Fisher Scientific Sorvall X4R Pro-MD, 120V 43399757 Redwood City, Lab 123-141 Expedited

Timeline

📞
Case Linked Aug 19, 1:28 PM
Case Number: 00520290
Subject: FW: EMSAR IQOQ Requests - CEN00120, CEN00121, CEN00122, CEN00123 - 8032773188
Status: Closed
📋
▶
2 Work Order Created Aug 19, 3:40 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Shelby Robinson
From: Entered
To: L2 Screening
Duration in Previous: 0m
📅
Status: Ready for Scheduling by Alan Adams Aug 19, 6:08 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 2h 27m
👷
▶
2 Technician Assigned Aug 19, 6:50 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 42m
🗓️
▶
2 Status: Scheduled Aug 20, 5:02 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-09-04T15:00:00.000+0000
⏳ 3.9 business days
💵
3x Expenses Added Aug 25, 3:58 PM
Type: Expenses
Status: Open
Qty: 1
⚠️ 8.0 business days
💵
▶
2 3x Expenses Added Sep 4, 8:15 AM
3x Expenses Added → Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
🚗
Travel Added Sep 4, 8:33 AM
Type: Travel
Status: Open
Qty: 475
⏳ 2.0 business days
🔧
Status: Tech On Site by Kwame Cobb Sep 5, 1:00 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 15d 19h
⏱️
Labor Added Sep 5, 2:06 PM
Type: Labor
Status: Open
Qty: 8
⏱️
▶
2 2x Labor Added Sep 5, 2:16 PM
2x Labor Added → 2x Labor Added
⏱️
2x Labor Added
Type: Labor, Travel
Status: Open
Qty: 1, 20
⏱️
▶
2 2x Labor Added Sep 5, 11:42 PM
2x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Kwame Cobb
From: Tech On Site
To: Tech Off Site
Duration in Previous: 10h 43m
⏳ 0.0 business days
✔️
▶
2 Status: Completed Sep 7, 12:44 PM
Status: Completed → 4x Labor Added
⏱️
4x Labor Added
Type: Labor, Expenses
Status: Open
Qty: 7, 1
🏁
Status: Closed by Kwame Cobb Sep 7, 3:21 PM
From: Completed
To: Closed
Duration in Previous: 2h 37m
👀
Status: L2 Review by Alan Adams Sep 8, 8:59 AM
From: Closed
To: L2 Review
Duration in Previous: 17h 37m
🏁
Status: Closed by Alan Adams Sep 8, 4:20 PM
From: L2 Review
To: Closed
Duration in Previous: 7h 21m
💵
▶
2 Expenses Added Sep 8, 4:51 PM
Expenses Added → Status: Ready to Bill
📄
Status: Ready to Bill by Hannah Shaw
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 31m, 0m
💰
Status: Invoiced by Hannah Shaw Sep 8, 4:57 PM
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
⏳ 4.9 business days
🧾
Invoice Created Sep 14, 3:16 PM
Invoice Number: SM-240332

Bottlenecks

Assigned
Duration: 1.1 business days (threshold: 4.0 business hours)
Exceeded by 5.2 business hours
Scheduled
Duration: 11.4 business days (threshold: 2.0 business days)
Exceeded by 9.4 business days

🔗 Related Artifacts

📞
Case 00520290
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
IOQ
Branch
N/A
Technician
Kwame Cobb
Scheduled
Sep 4, 11:00 AM
Created
Aug 19, 3:40 PM
Invoice #
SM-240332

Work Details (20)

Name Type Status Qty Amount Date
WL-02914077 Expenses Open 1 $0.00 Aug 25, 3:58 PM
WL-02914078 Expenses Open 1 $0.00 Aug 25, 3:58 PM
WL-02914079 Expenses Open 1 $0.00 Aug 25, 3:58 PM
WL-02924661 Expenses Open 1 $0.00 Sep 4, 8:15 AM
WL-02924662 Expenses Open 1 $0.00 Sep 4, 8:15 AM
WL-02924663 Expenses Open 1 $0.00 Sep 4, 8:15 AM
WL-02924664 Expenses Open 1 $0.00 Sep 4, 8:16 AM
WL-02924677 Travel Open 475 $0.00 Sep 4, 8:33 AM
WL-02926723 Labor Open 8 $0.00 Sep 5, 2:06 PM
WL-02926756 Labor Open 1 $0.00 Sep 5, 2:16 PM
WL-02926757 Travel Open 20 $0.00 Sep 5, 2:16 PM
WL-02926765 Labor Open 1 $0.00 Sep 5, 2:20 PM
WL-02926766 Travel Open 20 $0.00 Sep 5, 2:20 PM
WL-02927482 Labor Open 3 $1,250.00 Sep 5, 11:42 PM
WL-02927483 Labor Open 1 $0.00 Sep 5, 11:42 PM
WL-02927747 Labor Open 7 $0.00 Sep 7, 12:45 PM
WL-02927748 Expenses Open 1 $0.00 Sep 7, 12:45 PM
WL-02927749 Expenses Open 1 $0.00 Sep 7, 12:45 PM
WL-02927750 Expenses Open 1 $0.00 Sep 7, 12:45 PM
WL-02928865 Expenses Open 1 $750.00 Sep 8, 4:51 PM

Details