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WO-01304416 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • IOQ • P7

📍 Guardant - Palo Alto, CA — 3100 Hanover St, Palo Alto CA, 94304

Sep 15, 2025 → Sep 29, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Sep 24, 2025
✗ SLA Missed (2 biz days late)
Active: 9 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Sep 27, 2025)
SLA Target
▶ Clock Running
Status: Created
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Sep 15 → Sep 15, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
7d
▶ Clock Running
Status: Assigned
Sep 15 → Sep 24, 2025
7 business days (counted)
Running total: 7 of 7 biz days used
2d
▶ Clock Running
Status: Scheduled
Sep 24 → Sep 26, 2025
2 business days (counted)
Running total: 9 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Sep 26 → Sep 27, 2025
0 business days (counted)
Running total: 9 of 7 biz days used
Created: Sep 15, 2025 Completed: Sep 27, 2025
Business Days Used 9 / 7
0 7d budget +2d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Sep 15 → Sep 15 Created ▶ Running 0 0 / 7
Sep 15 → Sep 15 L2 Screening ▶ Running 0 0 / 7
Sep 15 → Sep 15 Ready for Scheduling ▶ Running 0 0 / 7
Sep 15 → Sep 24 Assigned ▶ Running 7 7 / 7
Sep 24 → Sep 26 Scheduled ▶ Running 2 9 / 7
Sep 26 → Sep 27 Tech On Site ▶ Running 0 9 / 7
Dispatch 0.3d
Holding 0.1d (excluded)
Coordinators 9.8d
Field Work 0.9d
Billing 0.0d
✗ SLA Missed
Dispatch
0.3 days
Holding (excluded from total)
0.1 days
Coordinators
9.8 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Sep 15, 2025 Due: Sep 24, 2025 Completed: Sep 29, 2025 (4 days late)
📅
10.8 days Total Age
⏱️
7.4d in Assigned Longest Stage
🔄
12 transitions Status Changes
⚠️
7.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
5 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00527130
FW: EMSAR IQOQ Request CEN00065 & CEN20046
Closed
Item: 00001 Qty:1 PUM: EA Vendor Catalog No./Description: IQOQ CENTRIFUGE Catalog No.: MISC-TECHSERV Order Comments: CEN20046 Eppendorf 5810R 5811IN388890 Plo Alto (PA-251-C) Odalys Barahona Automation Service Coordinator Mobile +1 650 647-4364 obarahona@guardanthealth.com
Priority
Standard
Origin
Email
Reason
New Case
Contact
Alan Adams
Owner
Shelby Robinson
Created
Sep 15, 2025
Work Orders from this Case (1)
WO-01304416 (current) Invoiced
IOQ • Kwame Cobb
Created: Sep 15, 2025 • Closed: Sep 29, 2025
Completed with minor delays
Invoiced • 170 days old
🚨
Primary Delay 7.4 days stuck in "Assigned"
⏱️
Total Delay 7.1 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
L2 Screening
0.3d / 1.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
7.4d / 0.5d SLA
Scheduled
2.3d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Closed
1.8d / 1.0d SLA
On Hold
0.1d
L2 Review
0.6d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes
9-28 Pgreen adding expense

9-24 Mburris email from POC to set

9-24 Mburris email sent to POC

9-22 Mburris email sent to POC looking for 9-26

🔧 Work Performed
Completed IOQ on unit.
🔍 Technician Findings
As found: Unit in work lab.
⚠️ Problem Description
Item: 00001 Qty:1 PUM: EA Vendor Catalog No./Description: IQOQ CENTRIFUGE Catalog No.: MISC-TECHSERV Order Comments: CEN20046 Eppendorf 5810R 5811IN388890 Plo Alto (PA-251-C) Odalys Barahona Automation Service Coordinator Mobile +1 650 647-4364 obarahona@guardanthealth.com
📄 Description
Eppendorf Centrifuge Benchtop Refrigerated or Constant Temp 5810 Series (5810 5810 R)

Timeline

📞
Case Linked Sep 15, 9:52 AM
Case Number: 00527130
Subject: FW: EMSAR IQOQ Request CEN00065 & CEN20046
Status: Closed
📋
▶
2 Work Order Created Sep 15, 1:48 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 Sep 15, 3:57 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 2h 8m
👷
▶
2 Technician Assigned Sep 15, 5:10 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 1h 12m
⚠️ 7.9 business days
🗓️
▶
2 Status: Scheduled Sep 24, 5:45 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-03T14:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Sep 24, 6:38 PM
Scheduled For: 2025-09-26T14:00:00.000+0000
⏳ 2.7 business days
🔧
Status: Tech On Site by Kwame Cobb Sep 26, 12:47 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 19h
⏱️
3x Labor Added Sep 26, 2:25 PM
Type: Labor, Travel
Status: Open
Qty: 1, 20
⏱️
▶
2 2x Labor Added Sep 27, 1:16 AM
2x Labor Added → Status: Completed
✔️
Status: Completed by Kwame Cobb
From: Tech On Site, Completed
To: Completed, Closed
Duration in Previous: 12h 29m, 0m
⏳ 0.0 business days
⏸️
Status: On Hold by Peter Green Sep 28, 10:19 PM
From: Closed
To: On Hold
Duration in Previous: 1d 21h
🏁
Status: Closed by Kwame Cobb Sep 28, 11:02 PM
From: On Hold
To: Closed
Duration in Previous: 42m
👀
Status: L2 Review by Alan Adams Sep 29, 8:18 AM
From: Closed
To: L2 Review
Duration in Previous: 9h 15m
🏁
Status: Closed by Alan Adams Sep 29, 1:21 PM
From: L2 Review
To: Closed
Duration in Previous: 5h 3m
📄
▶
2 Status: Ready to Bill Sep 29, 5:31 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 1.8 business days
🧾
Invoice Created Sep 30, 9:28 PM
Invoice Number: SM-242346

Bottlenecks

Assigned
Duration: 7.4 business days (threshold: 4.0 business hours)
Exceeded by 6.9 business days
Scheduled
Duration: 2.3 business days (threshold: 2.0 business days)
Exceeded by 2.2 business hours

🔗 Related Artifacts

📞
Case 00527130
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
IOQ
Branch
N/A
Technician
Kwame Cobb
Scheduled
N/A
Created
Sep 15, 1:48 PM
Invoice #
SM-242346

Work Details (5)

Name Type Status Qty Amount Date
WL-02950934 Labor Open 1 $0.00 Sep 26, 2:25 PM
WL-02950935 Travel Open 20 $0.00 Sep 26, 2:25 PM
WL-02950936 Travel Open 20 $0.00 Sep 26, 2:25 PM
WL-02951860 Labor Open 6 $2,130.00 Sep 27, 1:16 AM
WL-02951861 Labor Open 1 $0.00 Sep 27, 1:16 AM

Details