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WO-01308902 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • IOQ • P7

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

Oct 10, 2025 → Oct 19, 2025

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Oct 22, 2025
✓ SLA Met (3 biz days early)
Active: 4 biz days
Budget: 7 biz days
🕐 Clock stopped: Completed (Oct 19, 2025)
SLA Target
▶ Clock Running
Status: Created
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Oct 10 → Oct 10, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
0d
▶ Clock Running
Status: Ready for Scheduling
Oct 10 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: Assigned
Oct 13 → Oct 13, 2025
0 business days (counted)
Running total: 0 of 7 biz days used
4d
▶ Clock Running
Status: Scheduled
Oct 13 → Oct 17, 2025
4 business days (counted)
Running total: 4 of 7 biz days used
0d
▶ Clock Running
Status: Tech On Site
Oct 17 → Oct 19, 2025
0 business days (counted)
Running total: 4 of 7 biz days used
Created: Oct 10, 2025 Completed: Oct 19, 2025
Business Days Used 4 / 7
0 7d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 10 → Oct 10 Created ▶ Running 0 0 / 7
Oct 10 → Oct 10 L2 Screening ▶ Running 0 0 / 7
Oct 10 → Oct 13 Ready for Scheduling ▶ Running 0 0 / 7
Oct 13 → Oct 13 Assigned ▶ Running 0 0 / 7
Oct 13 → Oct 17 Scheduled ▶ Running 4 4 / 7
Oct 17 → Oct 19 Tech On Site ▶ Running 0 4 / 7
Dispatch 0.2d
Coordinators 4.2d
Field Work 0.9d
Billing 0.0d
✓ SLA Met
Dispatch
0.2 days
Coordinators
4.2 days
Over SLA
Field Work
0.9 days
Billing
0.0 days
Created: Oct 10, 2025 Due: Oct 21, 2025 Completed: Oct 19, 2025 (2 days early)
📅
4.4 days Total Age
⏱️
4.0d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
2.0d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
16 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 Oct 16, 2025
Visit 2 Oct 17, 2025
Visit 3 Oct 18, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00534583
FW: EMSAR IQOQ Request CEN00072
Closed
IOQ CENTRIFUGE CEN00072 Thermo Fisher Sorvall X4R Pro-MD 42819802
Priority
Critical
Origin
Email
Reason
New Case
Contact
Odalys Barahona
Owner
Kimberly Hardison
Created
Oct 10, 2025
Work Orders from this Case (1)
WO-01308902 (current) Invoiced
IOQ • Kwame Cobb
Created: Oct 10, 2025 • Closed: Oct 19, 2025
Completed with minor delays
Invoiced • 145 days old
🚨
Primary Delay 4.0 days stuck in "Scheduled"
⏱️
Total Delay 2.0 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
0.2d / 1.0d SLA
Ready for Scheduling
0.2d / 1.0d SLA
Assigned
0.0d / 0.5d SLA
Scheduled
4.0d / 2.0d SLA
Tech On Site
0.9d / 1.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.2d / 1.0d SLA
L2 Review
0.8d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

10-13 Mburris email from POC to set appt ....Hi Michael,

 

10/21 with an arrival window between 8-9am works.

The technician will just need to check in at the front desk for a visitor badge. I’ll be the onsite contact that day, and my number is 650-647-4364.

 

I haven’t received any parts yet. Can you please confirm if any are being shipped for this service?

 

Thanks,

 

Odalys Barahona

Automation Service Coordinator 


10-13 Mburris email sent to POC looking 10-21

🔧 Work Performed
Completed IOQ on unit.
🔍 Technician Findings
As found: Unit in lab.
⚠️ Problem Description
IOQ CENTRIFUGE CEN00072 Thermo Fisher Sorvall X4R Pro-MD 42819802
📄 Description
Thermo Fisher Scientific Centrifuge Benchtop Refrigerated or Constant Temp Sorvall Legend X1 Series (X1 X1R)

Timeline

📞
Case Linked Oct 10, 11:06 AM
Case Number: 00534583
Subject: FW: EMSAR IQOQ Request CEN00072
Status: Closed
📋
▶
2 Work Order Created Oct 10, 4:44 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 2m
📅
Status: Ready for Scheduling by Alan Adams Oct 10, 6:32 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 1h 45m
⏳ 0.7 business days
👷
▶
2 Technician Assigned Oct 13, 10:08 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 15h
🗓️
▶
2 Status: Scheduled Oct 13, 12:42 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2025-10-21T15:00:00.000+0000
⏳ 2.0 business days
📅
Dispatch Scheduled by Michael Burris Oct 15, 12:03 PM
Scheduled For: 2025-10-17T15:00:00.000+0000
💵
3x Expenses Added Oct 15, 4:32 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.9 business days
🔧
Status: Tech On Site by Kwame Cobb Oct 17, 12:36 PM
From: Scheduled
To: Tech On Site
Duration in Previous: 3d 23h
💵
9x Expenses Added Oct 17, 1:57 PM
Type: Expenses, Travel, Labor
Status: Open
Qty: 1, 20, 10
⏳ 1.0 business days
⏱️
▶
3 3x Labor Added Oct 19, 2:59 PM
3x Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Kwame Cobb
From: Tech On Site
To: Completed
Duration in Previous: 2d 2h
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 2m
👀
Status: L2 Review by Alan Adams Oct 20, 9:18 AM
From: Closed
To: L2 Review
Duration in Previous: 18h 14m
🏁
Status: Closed by Alan Adams Oct 20, 3:36 PM
From: L2 Review
To: Closed
Duration in Previous: 6h 17m
💵
▶
3 Expenses Added Oct 20, 5:33 PM
Expenses Added → Status: Ready to Bill → Status: Invoiced
📄
Status: Ready to Bill by Hannah Shaw
From: Closed, Ready to Bill
To: Ready to Bill, Invoice Pending
Duration in Previous: 1h 59m, 0m
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 3.8 business days
🧾
Invoice Created Oct 23, 11:15 AM
Invoice Number: SM-244234

Bottlenecks

Scheduled
Duration: 4.0 business days (threshold: 2.0 business days)
Exceeded by 2.0 business days

🔗 Related Artifacts

📞
Case 00534583
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
IOQ
Branch
N/A
Technician
Kwame Cobb
Scheduled
Oct 17, 11:00 AM
Created
Oct 10, 4:44 PM
Invoice #
SM-244234

Work Details (16)

Name Type Status Qty Amount Date
WL-02971849 Expenses Open 1 $0.00 Oct 15, 4:32 PM
WL-02971848 Expenses Open 1 $0.00 Oct 15, 4:32 PM
WL-02971850 Expenses Open 1 $0.00 Oct 15, 4:32 PM
WL-02974540 Expenses Open 1 $0.00 Oct 17, 1:57 PM
WL-02974541 Expenses Open 1 $0.00 Oct 17, 1:57 PM
WL-02974542 Expenses Open 1 $0.00 Oct 17, 1:57 PM
WL-02974544 Travel Open 20 $0.00 Oct 17, 1:57 PM
WL-02974543 Travel Open 20 $0.00 Oct 17, 1:57 PM
WL-02974538 Labor Open 10 $0.00 Oct 17, 1:57 PM
WL-02974539 Labor Open 1 $0.00 Oct 17, 1:57 PM
WL-02974547 Expenses Open 1 $0.00 Oct 17, 1:58 PM
WL-02974548 Expenses Open 1 $0.00 Oct 17, 1:58 PM
WL-02976420 Labor Open 6 $2,130.00 Oct 19, 2:59 PM
WL-02976421 Labor Open 1 $0.00 Oct 19, 2:59 PM
WL-02976423 Labor Open 8 $0.00 Oct 19, 3:00 PM
WL-02977458 Expenses Open 1 $750.00 Oct 20, 5:33 PM

Details