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WO-01303645 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • IOQ • P7

📍 GUARDANT HEALTH — 505 PENOBSCOT DR, REDWOOD CITY CA, 94063-4737

Sep 10, 2025 → Sep 27, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Sep 19, 2025
✗ SLA Missed (5 biz days late)
Active: 12 biz days
Budget: 7 biz days
🕐 Clock stopped: Tech Off Site (Sep 26, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Sep 10 → Sep 10, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
11d
▶ Clock Running
Status: Scheduled
Sep 10 → Sep 25, 2025
11 business days (counted)
Running total: 11 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Sep 25 → Sep 26, 2025
1 business day (counted)
Running total: 12 of 7 biz days used
Created: Sep 10, 2025 Tech Off Site: Sep 26, 2025
Business Days Used 12 / 7
0 7d budget +5d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 10 → Sep 10 Created ▶ Running 0 0 / 7
Sep 10 → Sep 10 L2 Screening ▶ Running 0 0 / 7
Sep 10 → Sep 10 Ready for Scheduling ▶ Running 0 0 / 7
Sep 10 → Sep 10 Assigned ▶ Running 0 0 / 7
Sep 10 → Sep 25 Scheduled ▶ Running 11 11 / 7
Sep 25 → Sep 26 Tech On Site ▶ Running 1 12 / 7
Dispatch 0.5d
Holding 1.0d (excluded)
Coordinators 11.5d
Field Work 2.8d
Billing 0.4d
✗ SLA Missed
Dispatch
0.5 days
Holding (excluded from total)
1.0 days
Coordinators
11.5 days
Over SLA
Field Work
2.8 days
Over SLA
Billing
0.4 days
Created: Sep 10, 2025 Due: Sep 19, 2025 Completed: Sep 27, 2025 (7 days late)
📅
12.9 days Total Age
⏱️
11.2d in Scheduled Longest Stage
🔄
15 transitions Status Changes
⚠️
9.3d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
19 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 24, 2025
Visit 2 Sep 25, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00525911
FW: EMSAR IQOQ Request CEN00065 & CEN20046
Closed
CEN00065 Eppendorf 5810R 5811IN688875 Redwood City (505-149/150)
Priority
Standard
Origin
Email
Reason
New Case
Contact
Odalys Barahona
Owner
Jessica Sells
Created
Sep 10, 2025
Work Orders from this Case (1)
WO-01303645 (current) Invoiced
IOQ • Kwame Cobb
Created: Sep 10, 2025 • Closed: Sep 27, 2025
Completed with minor delays
Invoiced • 175 days old
🚨
Primary Delay 11.2 days stuck in "Scheduled"
⏱️
Total Delay 9.3 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
L2 Screening
0.5d / 1.0d SLA
Ready for Scheduling
0.1d / 1.0d SLA
Assigned
0.1d / 0.5d SLA
Scheduled
11.2d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.7d / 1.0d SLA
Closed
1.0d / 1.0d SLA
On Hold
1.0d
WO Correction Needed
0.3d
L2 Review
0.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

9/29 RM found where SUP moved WO to on hold from closed for a correct needed regarding expenses, moved to WOC, the correct status for actions needed

9-28 Pgreen adding expense

9-10 Mburris email from POC to set

9-10 Mburris email sent to POC looking for 9-25

🔧 Work Performed
Hygrometer: S/N 211074883 Multimeter: S/N 20120197449T Stopwatch: S/N 191970420 Tachometer: S/N M330890 Thermometer: S/N 180902727 Completed IOQ on unit.
🔍 Technician Findings
As found: Unit in work lab.
⚠️ Problem Description
CEN00065 Eppendorf 5810R 5811IN688875 Redwood City (505-149/150)

Timeline

📞
Case Linked Sep 10, 9:11 AM
Case Number: 00525911
Subject: FW: EMSAR IQOQ Request CEN00065 & CEN20046
Status: Closed
📋
▶
2 Work Order Created Sep 10, 12:42 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Jessica Sells
From: Entered
To: L2 Screening
Duration in Previous: 0m
📅
Status: Ready for Scheduling by Alan Adams Sep 10, 4:19 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 3h 36m
👷
▶
2 Technician Assigned Sep 10, 5:19 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 59m
🗓️
▶
2 Status: Scheduled Sep 10, 6:29 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-09-25T14:00:00.000+0000
⚠️ 9.7 business days
💵
2x Expenses Added Sep 23, 3:13 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.0 business days
🔧
Status: Tech On Site by Kwame Cobb Sep 25, 1:06 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 14d 18h
💵
▶
2 Expenses Added Sep 25, 9:14 PM
Expenses Added → 7x Labor Added
⏱️
7x Labor Added
Type: Labor, Travel
Status: Open
Qty: 8, 1, 6, 350, 20
🚗
Status: Tech Off Site by Kwame Cobb Sep 25, 9:48 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 8h 41m
✔️
▶
3 Status: Completed Sep 26, 2:27 PM
Status: Completed → Expenses Added → 2x Expenses Added
💵
Expenses Added
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added
Type: Expenses
Status: Open
Qty: 1
🏁
Status: Closed by Kwame Cobb Sep 27, 1:17 AM
From: Completed
To: Closed
Duration in Previous: 10h 50m
⏳ 0.0 business days
⏸️
Status: On Hold by Peter Green Sep 28, 10:18 PM
From: Closed
To: On Hold
Duration in Previous: 1d 21h
✏️
Status: WO Correction Needed by Rhonnie Reeves Sep 29, 9:03 AM
From: On Hold
To: WO Correction Needed
Duration in Previous: 10h 44m
💵
5x Expenses Added Sep 29, 11:07 AM
Type: Expenses
Status: Open
Qty: 1
💵
▶
2 Expenses Added Sep 29, 11:50 AM
Expenses Added → Status: Closed
🏁
Status: Closed by Kwame Cobb
From: WO Correction Needed
To: Closed
Duration in Previous: 2h 47m
👀
Status: L2 Review by Alan Adams Sep 29, 1:22 PM
From: Closed
To: L2 Review
Duration in Previous: 1h 31m
🏁
Status: Closed by Alan Adams Sep 29, 1:28 PM
From: L2 Review
To: Closed
Duration in Previous: 6m
📄
▶
2 Status: Ready to Bill Sep 29, 5:26 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 0m
⚠️ 9.8 business days
🧾
Invoice Created Oct 13, 12:51 PM
Invoice Number: SM-242345

Bottlenecks

Scheduled
Duration: 11.2 business days (threshold: 2.0 business days)
Exceeded by 9.2 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours

🔗 Related Artifacts

📞
Case 00525911
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
IOQ
Branch
N/A
Technician
Kwame Cobb
Scheduled
N/A
Created
Sep 10, 12:42 PM
Invoice #
SM-242345

Work Details (19)

Name Type Status Qty Amount Date
WL-02946117 Expenses Open 1 $0.00 Sep 23, 3:13 PM
WL-02946118 Expenses Open 1 $0.00 Sep 23, 3:13 PM
WL-02949984 Expenses Open 1 $0.00 Sep 25, 9:14 PM
WL-02949986 Labor Open 8 $0.00 Sep 25, 9:19 PM
WL-02949987 Labor Open 1 $0.00 Sep 25, 9:19 PM
WL-02949988 Labor Open 6 $2,130.00 Sep 25, 9:19 PM
WL-02949989 Labor Open 1 $0.00 Sep 25, 9:19 PM
WL-02949990 Travel Open 350 $0.00 Sep 25, 9:19 PM
WL-02949991 Travel Open 20 $0.00 Sep 25, 9:19 PM
WL-02949992 Travel Open 20 $0.00 Sep 25, 9:19 PM
WL-02950960 Expenses Open 1 $0.00 Sep 26, 2:30 PM
WL-02950961 Expenses Open 1 $0.00 Sep 26, 2:32 PM
WL-02950962 Expenses Open 1 $0.00 Sep 26, 2:32 PM
WL-02952897 Expenses Open 1 $0.00 Sep 29, 11:07 AM
WL-02952898 Expenses Open 1 $0.00 Sep 29, 11:07 AM
WL-02952899 Expenses Open 1 $0.00 Sep 29, 11:07 AM
WL-02952900 Expenses Open 1 $0.00 Sep 29, 11:07 AM
WL-02952901 Expenses Open 1 $0.00 Sep 29, 11:07 AM
WL-02952930 Expenses Open 1 $0.00 Sep 29, 11:50 AM

Details