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WO-01298529 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • IOQ • P7

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

Aug 19, 2025 → Sep 5, 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: Completed (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: 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
10d
▶ Clock Running
Status: Scheduled
Aug 20 → Sep 4, 2025
10 business days (counted)
Running total: 11 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Sep 4 → Sep 5, 2025
1 business day (counted)
Running total: 12 of 7 biz days used
▶ Clock Running
Status: Tech Off Site
Sep 5 → Sep 5, 2025
0 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 Completed: Sep 6, 2025
Business Days Used 12 / 7
0 7d budget +5d over
Show SLA Clock Detail (7 periods)
Period Status Clock Biz Days Running Total
Aug 19 → Aug 19 Created ▶ 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 4 Scheduled ▶ Running 10 11 / 7
Sep 4 → Sep 5 Tech On Site ▶ Running 1 12 / 7
Sep 5 → Sep 5 Tech Off Site ▶ Running 0 12 / 7
Sep 5 → Sep 6 Tech On Site ▶ Running 0 12 / 7
Dispatch 0.3d
Coordinators 11.6d
Field Work 3.0d
Billing 0.0d
✗ SLA Missed
Dispatch
0.3 days
Coordinators
11.6 days
Over SLA
Field Work
3.0 days
Over SLA
Billing
0.0 days
Created: Aug 19, 2025 Due: Sep 5, 2025 Completed: Sep 6, 2025 (on time)
📅
12.5 days Total Age
⏱️
10.4d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
9.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 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 Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Sep 4, 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 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 (current) Invoiced
IOQ • Kwame Cobb
Created: Aug 19, 2025 • Closed: Sep 5, 2025
Completed with minor delays
Invoiced • 197 days old
🚨
Primary Delay 10.4 days stuck in "Scheduled"
⏱️
Total Delay 9.1 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
L2 Screening
0.3d / 1.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
1.1d / 0.5d SLA
Scheduled
10.4d / 2.0d SLA
Tech On Site
2.0d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.0d / 1.0d SLA
L2 Review
0.9d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔧 Work Performed
Completed IOQ on unit.
🔍 Technician Findings
As found: Unit in lab.
⚠️ Problem Description
CEN00123 Thermo Fisher Scientific Thermo Fisher Scientific Sorvall X4R Pro-MD, 120V 43399756 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
📋
Work Order Created Aug 19, 3:42 PM
Work Order: WO-01298529
Type: IOQ
Priority: P7
📅
Status: Ready for Scheduling by Alan Adams Aug 19, 6:07 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 2h 25m
👷
▶
2 Technician Assigned Aug 19, 6:52 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 44m
🗓️
▶
2 Status: Scheduled Aug 20, 5:04 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-09-04T15:00:00.000+0000
🚨 10.9 business days
🔧
Status: Tech On Site by Kwame Cobb Sep 4, 12:57 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 19h
🚗
Status: Tech Off Site by Kwame Cobb Sep 4, 10:03 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 9h 5m
🔧
Status: Tech On Site by Kwame Cobb Sep 5, 12:59 PM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 14h 56m
⏱️
Labor Added Sep 5, 2:13 PM
Type: Labor
Status: Open
Qty: 2
✔️
▶
2 Status: Completed Sep 5, 11:50 PM
Status: Completed → Status: Closed
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 2m
⏳ 1.0 business days
👀
Status: L2 Review by Alan Adams Sep 8, 8:58 AM
From: Closed
To: L2 Review
Duration in Previous: 2d 9h
🏁
Status: Closed by Alan Adams Sep 8, 4:18 PM
From: L2 Review
To: Closed
Duration in Previous: 7h 20m
📄
▶
2 Status: Ready to Bill Sep 8, 4:38 PM
Status: Ready to Bill → Status: Billing Review
💵
Status: Billing Review by Hannah Shaw
From: Ready to Bill, Billing Review
To: Billing Review, Ready to Bill
Duration in Previous: 4m, 0m
📨
▶
2 Status: Invoice Pending Sep 8, 4:52 PM
Status: Invoice Pending → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 4m
🧾
Invoice Created Sep 9, 4:53 PM
Invoice Number: SM-240332

Bottlenecks

Assigned
Duration: 1.1 business days (threshold: 4.0 business hours)
Exceeded by 5.1 business hours
Scheduled
Duration: 10.4 business days (threshold: 2.0 business days)
Exceeded by 8.4 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.1 business hours

🔗 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, 3:42 PM
Invoice #
SM-240332

Work Details (1)

Name Type Status Qty Amount Date
WL-02926736 Labor Open 2 $1,250.00 Sep 5, 2:13 PM

Details