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WO-01310672 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • IOQ • PC

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

Oct 21, 2025 → Dec 11, 2025

✅ Completed
PC
SLA Clock
Per client agreement · Target: Jan 5, 2026
✓ SLA Met (15 biz days early)
Active: 34 biz days
🕐 Clock stopped: Tech Off Site (Dec 11, 2025)
▶ Clock Running
Status: Created
Oct 21 → Oct 21, 2025
0 business days (counted)
Running total: 0 of ? biz days used
▶ Clock Running
Status: L2 Screening
Oct 21 → Oct 22, 2025
1 business day (counted)
Running total: 1 of ? biz days used
▶ Clock Running
Status: Ready for Scheduling
Oct 22 → Oct 23, 2025
1 business day (counted)
Running total: 2 of ? biz days used
2d
▶ Clock Running
Status: Assigned
Oct 23 → Oct 27, 2025
2 business days (counted)
Running total: 4 of ? biz days used
29d
▶ Clock Running
Status: Scheduled
Oct 27 → Dec 10, 2025
29 business days (counted)
Running total: 33 of ? biz days used
▶ Clock Running
Status: Tech On Site
Dec 10 → Dec 11, 2025
1 business day (counted)
Running total: 34 of ? biz days used
Created: Oct 21, 2025 Tech Off Site: Dec 11, 2025
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Oct 21 → Oct 21 Created ▶ Running 0 0
Oct 21 → Oct 22 L2 Screening ▶ Running 1 1
Oct 22 → Oct 23 Ready for Scheduling ▶ Running 1 2
Oct 23 → Oct 27 Assigned ▶ Running 2 4
Oct 27 → Dec 10 Scheduled ▶ Running 29 33
Dec 10 → Dec 11 Tech On Site ▶ Running 1 34
Dispatch 1.2d
Coordinators 34.1d
Field Work 2.4d
Billing 0.0d
✓ SLA Met
Dispatch
1.2 days
Over SLA
Coordinators
34.1 days
Over SLA
Field Work
2.4 days
Over SLA
Billing
0.0 days
Created: Oct 21, 2025 Due: Jan 5, 2026 Completed: Dec 11, 2025 (25 days early)
📅
34.2 days Total Age
⏱️
29.8d in Scheduled Longest Stage
🔄
13 transitions Status Changes
⚠️
32.2d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
9 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 Dec 8, 2025
Visit 2 Dec 10, 2025

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00537215
FW: EMSAR IQOQ Request - CEN00069, CEN00070, CEN00082, CEN000119
Closed
CEN00069 Thermo Fisher Scientific Sorvall X4R Pro-MD, 120V 42815910 Redwood City, 123-141
Priority
Standard
Origin
Email
Reason
New Case
Contact
Odalys Barahona
Owner
Shelby Robinson
Created
Oct 21, 2025
Work Orders from this Case (4)
WO-01310672 (current) Invoiced
IOQ • Kwame Cobb
Created: Oct 21, 2025 • Closed: Dec 11, 2025
WO-01310673 Invoiced
IOQ • Kwame Cobb
Created: Oct 21, 2025 • Closed: Dec 10, 2025
WO-01310674 Invoiced
IOQ • Kwame Cobb
Created: Oct 21, 2025 • Closed: Dec 10, 2025
WO-01310676 Invoiced
IOQ • Kwame Cobb
Created: Oct 21, 2025 • Closed: Dec 10, 2025
Completed with significant delays
Invoiced • 134 days old
🚨
Primary Delay 29.8 days stuck in "Scheduled"
⏱️
Total Delay 32.2 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
1.2d / 1.0d SLA
Ready for Scheduling
1.3d / 1.0d SLA
Assigned
3.0d / 0.5d SLA
Scheduled
29.8d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Tech Off Site
1.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
2.1d / 1.0d SLA
L2 Review
0.3d
Ready to Bill
0.0d / 1.0d SLA
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

12.11.25 hshaw - TBA $1250.00

10-23 Mburris email from Alan with dates site wants tech.......Thank you, Odalys! These work orders are ‘READY FOR SCHEDULING” Our scheduling team (attached here) will do their best to coordinate these work orders/dates as you requested and summarized here: 

 

 

 

Work Order

Equipment ID

 

 

SN

 

Scheduling

Preference  (week of)

WO-01310672

CEN00069

42815910

Jan 5th 2026

WO-01310673

CEN00070

42815918

Dec 1st

WO-01310674

CEN00082

42938906

Dec 1st

WO-01310676

CEN00119

43370496

Jan 5th 2026

 

-Alan

🔧 Work Performed
Completed IOQ per instructions
🔍 Technician Findings
As found: Unit in lab.
⚠️ Problem Description
CEN00069 Thermo Fisher Scientific Sorvall X4R Pro-MD, 120V 42815910 Redwood City, 123-141
📄 Description
Thermo Fisher Scientific Centrifuge Benchtop Refrigerated or Constant Temp Sorvall Legend X1 Series (X1 X1R)

Timeline

📞
Case Linked Oct 21, 2:42 PM
Case Number: 00537215
Subject: FW: EMSAR IQOQ Request - CEN00069, CEN00070, CEN00082, CEN000119
Status: Closed
📋
▶
2 Work Order Created Oct 21, 6:00 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 Oct 22, 5:33 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 23h 33m
👷
▶
2 Technician Assigned Oct 23, 11:35 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 18h 1m
⏳ 3.0 business days
🗓️
▶
2 Status: Scheduled Oct 27, 1:39 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-05T14:00:00.000+0000
🚨 13.0 business days
📅
Dispatch Scheduled by Michael Burris Nov 13, 5:12 PM
Scheduled For: 2025-12-08T14:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Nov 13, 5:20 PM
Scheduled For: 2025-12-11T14:00:00.000+0000, 2025-12-10T14:00:00.000+0000, 2025-12-09T14:00:00.000+0000
🚨 12.8 business days
💵
2x Expenses Added Dec 3, 5:16 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 3.8 business days
💵
2x Expenses Added Dec 8, 8:50 PM
Type: Expenses
Status: Open
Qty: 1
⏳ 1.4 business days
⏱️
2x Labor Added Dec 9, 9:51 PM
Type: Labor, Travel
Status: Open
Qty: 8, 375
🔧
Status: Tech On Site by Kwame Cobb Dec 10, 10:51 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 43d 22h
⏱️
2x Labor Added Dec 10, 11:01 AM
Type: Labor, Travel
Status: Open
Qty: 1, 25
⏱️
Labor Added Dec 10, 9:48 PM
Type: Labor
Status: Open
Qty: 4
🚗
Status: Tech Off Site by Kwame Cobb Dec 10, 10:05 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 11h 14m
✔️
▶
2 Status: Completed Dec 11, 11:27 AM
Status: Completed → Status: Closed
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 1m
👀
Status: L2 Review by Alan Adams Dec 12, 9:12 AM
From: Closed
To: L2 Review
Duration in Previous: 21h 43m
🏁
Status: Closed by Alan Adams Dec 12, 11:22 AM
From: L2 Review
To: Closed
Duration in Previous: 2h 9m
📄
▶
3 Status: Ready to Bill Dec 12, 12:24 PM
Status: Ready to Bill → Status: Invoice Pending → Status: Invoiced
📨
Status: Invoice Pending by Hannah Shaw
From: Ready to Bill
To: Invoice Pending
Duration in Previous: 1m
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.0 business days
🧾
Invoice Created Dec 15, 11:18 AM
Invoice Number: SM-249026

Bottlenecks

L2 Screening
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.4 business hours
Assigned
Duration: 3.0 business days (threshold: 4.0 business hours)
Exceeded by 2.5 business days
Scheduled
Duration: 29.8 business days (threshold: 2.0 business days)
Exceeded by 27.8 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.1 business hours
Closed
Duration: 1.9 business days (threshold: 1.0 business days)
Exceeded by 7.5 business hours

🔗 Related Artifacts

📞
Case 00537215
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
PC
Type
IOQ
Branch
N/A
Technician
Kwame Cobb
Scheduled
Dec 9, 9:00 AM
Created
Oct 21, 6:00 PM
Invoice #
SM-249026

Work Details (9)

Name Type Status Qty Amount Date
WL-03025430 Expenses Open 1 $0.00 Dec 3, 5:16 PM
WL-03025431 Expenses Open 1 $0.00 Dec 3, 5:16 PM
WL-03030814 Expenses Open 1 $0.00 Dec 8, 8:50 PM
WL-03030815 Expenses Open 1 $0.00 Dec 8, 8:50 PM
WL-03032345 Labor Open 8 $0.00 Dec 9, 9:51 PM
WL-03032346 Travel Open 375 $0.00 Dec 9, 9:51 PM
WL-03032752 Labor Open 1 $0.00 Dec 10, 11:01 AM
WL-03032753 Travel Open 25 $0.00 Dec 10, 11:01 AM
WL-03033602 Labor Open 4 $1,250.00 Dec 10, 9:48 PM

Details