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WO-01334484 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • IOQ • P7

📍 Guardant Health San Diego — 10578 SCIENCE CENTER DR STE 100, San Diego CA, 92121

Jan 7, 2026 → Jan 30, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jan 16, 2026
✗ SLA Missed (8 biz days late)
Active: 15 biz days
Budget: 7 biz days
🕐 Clock stopped: Tech Off Site (Jan 29, 2026)
SLA Target
▶ Clock Running
Status: Created
Jan 7 → Jan 7, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Jan 7 → Jan 8, 2026
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Jan 8 → Jan 9, 2026
1 business day (counted)
Running total: 2 of 7 biz days used
▶ Clock Running
Status: Assigned
Jan 9 → Jan 9, 2026
0 business days (counted)
Running total: 2 of 7 biz days used
10d
▶ Clock Running
Status: Scheduled
Jan 9 → Jan 26, 2026
10 business days (counted)
Running total: 12 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Jan 26 → Jan 27, 2026
1 business day (counted)
Running total: 13 of 7 biz days used
▶ Clock Running
Status: Tech Off Site
Jan 27 → Jan 27, 2026
0 business days (counted)
Running total: 13 of 7 biz days used
2d
▶ Clock Running
Status: Tech On Site
Jan 27 → Jan 29, 2026
2 business days (counted)
Running total: 15 of 7 biz days used
Created: Jan 7, 2026 Tech Off Site: Jan 29, 2026
Business Days Used 15 / 7
0 7d budget +8d over
Show SLA Clock Detail (8 periods)
Period Status Clock Biz Days Running Total
Jan 7 → Jan 7 Created ▶ Running 0 0 / 7
Jan 7 → Jan 8 L2 Screening ▶ Running 1 1 / 7
Jan 8 → Jan 9 Ready for Scheduling ▶ Running 1 2 / 7
Jan 9 → Jan 9 Assigned ▶ Running 0 2 / 7
Jan 9 → Jan 26 Scheduled ▶ Running 10 12 / 7
Jan 26 → Jan 27 Tech On Site ▶ Running 1 13 / 7
Jan 27 → Jan 27 Tech Off Site ▶ Running 0 13 / 7
Jan 27 → Jan 29 Tech On Site ▶ Running 2 15 / 7
Dispatch 1.6d
Coordinators 12.3d
Field Work 7.5d
Billing 0.0d
✗ SLA Missed
Dispatch
1.6 days
Over SLA
Coordinators
12.3 days
Over SLA
Field Work
7.5 days
Over SLA
Billing
0.0 days
Created: Jan 7, 2026 Due: Jan 16, 2026 Completed: Jan 30, 2026 (13 days late)
📅
16.6 days Total Age
⏱️
10.8d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
12.1d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
23 lines Work Details
🚩
4 visits On-Site Trips
👤
Self-Scheduled Scheduling
🚩
4 On-Site Visits
4 on-site visits — why were multiple trips needed?
👤 Self-scheduled by Kwame Cobb — scheduling delays attributed to technician, not coordinators
Visit 1 Jan 25, 2026
Visit 2 Jan 26, 2026
Visit 3 Jan 27, 2026
Visit 4 Jan 28, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00554309
1/7/26 chat'd Bakkemo to activate acct
Closed
Q-00031760 IQOQ needed for the equipment. Equipment ID FZR10013 Manufacturer Thermo Scientific Model TSX70086D Serial Number 1115414201210220 Location SD-109
Priority
Standard
Origin
Email
Reason
New Case
Contact
Karen Menden
Owner
Sherry Reich
Created
Dec 26, 2025
Work Orders from this Case (1)
WO-01334484 (current) Invoiced
IOQ • Kwame Cobb
Created: Jan 7, 2026 • Closed: Jan 30, 2026
Completed with significant delays
Invoiced • 56 days old
🚨
Primary Delay 10.8 days stuck in "Scheduled"
⏱️
Total Delay 12.1 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
1.6d / 1.0d SLA
Ready for Scheduling
1.3d / 1.0d SLA
Assigned
0.2d / 0.5d SLA
Scheduled
10.8d / 2.0d SLA
Tech On Site
4.4d / 1.0d SLA
Tech Off Site
2.0d / 2.0d SLA
Completed
1.1d / 1.0d SLA
Closed
0.8d / 1.0d SLA
L2 Review
0.2d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-9 Mburris call from tech he spoke with Allen and was told set for 1-26 and this needs 3 days

🔧 Work Performed
Completed IOQ on freezer unit.
🔍 Technician Findings
As found: Unit in work lab.
⚠️ Problem Description
Q-00031760 IQOQ needed for the equipment. Equipment ID FZR10013 Manufacturer Thermo Scientific Model TSX70086D Serial Number 1115414201210220 Location SD-109
📄 Description
Thermo Fisher Scientific Freezer Upright or Chest (-86 UltraLow) Revco UltraLow Temp (-86) Models

Timeline

📞
Case Linked Dec 26, 12:05 PM
Case Number: 00554309
Subject: 1/7/26 chat'd Bakkemo to activate acct
Status: Closed
⚠️ 8.0 business days
📋
▶
2 Work Order Created Jan 7, 2:28 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Sherry Reich
From: Entered
To: L2 Screening
Duration in Previous: 1m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Alan Adams Jan 8, 4:59 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 1d 2h
👷
▶
2 Technician Assigned Jan 9, 10:59 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 17h 59m
🗓️
▶
2 Status: Scheduled Jan 9, 12:47 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-26T14:00:00.000+0000
🚨 11.0 business days
🔧
Status: Tech On Site by Kwame Cobb Jan 26, 11:18 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 16d 22h
⏱️
7x Labor Added Jan 26, 11:41 AM
Type: Labor, Expenses
Status: Open
Qty: 4, 0.5, 1
⏱️
▶
2 5x Labor Added Jan 26, 10:40 PM
5x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Kwame Cobb
From: Tech On Site
To: Tech Off Site
Duration in Previous: 11h 22m
🔧
Status: Tech On Site by Kwame Cobb Jan 27, 11:16 AM
From: Tech Off Site
To: Tech On Site
Duration in Previous: 12h 35m
⏳ 2.0 business days
⏱️
9x Labor Added Jan 28, 1:26 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 0.5, 8, 1, 12
⏱️
▶
2 2x Labor Added Jan 29, 6:19 AM
2x Labor Added → Status: Tech Off Site
🚗
Status: Tech Off Site by Kwame Cobb
From: Tech On Site
To: Tech Off Site
Duration in Previous: 1d 19h
✔️
Status: Completed by Kwame Cobb Jan 29, 6:19 PM
From: Tech Off Site
To: Completed
Duration in Previous: 11h 57m
🏁
Status: Closed by Kwame Cobb Jan 30, 7:50 AM
From: Completed
To: Closed
Duration in Previous: 13h 31m
👀
Status: L2 Review by Alan Adams Jan 30, 8:34 AM
From: Closed
To: L2 Review
Duration in Previous: 43m
🏁
Status: Closed by Alan Adams Jan 30, 10:34 AM
From: L2 Review
To: Closed
Duration in Previous: 1h 59m
📄
▶
2 Status: Ready to Bill Jan 30, 4:23 PM
Status: Ready to Bill → Status: Invoiced
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
⏳ 2.9 business days
🧾
Invoice Created Feb 3, 10:43 AM
Invoice Number: SM-252709

Bottlenecks

L2 Screening
Duration: 1.6 business days (threshold: 1.0 business days)
Exceeded by 4.5 business hours
Ready for Scheduling
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.0 business hours
Scheduled
Duration: 10.8 business days (threshold: 2.0 business days)
Exceeded by 8.8 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.4 business hours
Tech On Site
Duration: 3.0 business days (threshold: 1.0 business days)
Exceeded by 2.0 business days
Completed
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours

🔗 Related Artifacts

📞
Case 00554309
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
IOQ
Branch
N/A
Technician
Kwame Cobb
Scheduled
Jan 26, 9:00 AM
Created
Jan 7, 2:28 PM
Invoice #
SM-252709

Work Details (23)

Name Type Status Qty Amount Date
WL-03078986 Labor Open 4 $0.00 Jan 26, 11:41 AM
WL-03078987 Labor Open 0.5 $0.00 Jan 26, 11:41 AM
WL-03078988 Expenses Open 1 $1,481.50 Jan 26, 11:41 AM
WL-03078989 Expenses Open 1 $50.00 Jan 26, 11:41 AM
WL-03078990 Expenses Open 1 $50.00 Jan 26, 11:41 AM
WL-03078991 Expenses Open 1 $50.00 Jan 26, 11:41 AM
WL-03078992 Expenses Open 1 $50.00 Jan 26, 11:41 AM
WL-03079566 Labor Open 8.5 $2,576.00 Jan 26, 10:40 PM
WL-03079567 Labor Open 0.5 $0.00 Jan 26, 10:40 PM
WL-03079568 Travel Open 150 $1,200.00 Jan 26, 10:40 PM
WL-03079569 Travel Open 12 $0.00 Jan 26, 10:40 PM
WL-03079570 Travel Open 12 $0.00 Jan 26, 10:40 PM
WL-03081646 Labor Open 0.5 $0.00 Jan 28, 1:26 PM
WL-03081647 Labor Open 8 $0.00 Jan 28, 1:26 PM
WL-03081648 Labor Open 0.5 $0.00 Jan 28, 1:26 PM
WL-03081649 Labor Open 0.5 $0.00 Jan 28, 1:26 PM
WL-03081650 Expenses Open 1 $0.00 Jan 28, 1:26 PM
WL-03081651 Travel Open 12 $0.00 Jan 28, 1:26 PM
WL-03081652 Travel Open 12 $0.00 Jan 28, 1:26 PM
WL-03081653 Travel Open 12 $0.00 Jan 28, 1:26 PM
WL-03081654 Travel Open 12 $0.00 Jan 28, 1:26 PM
WL-03082946 Labor Open 8 $0.00 Jan 29, 6:19 AM
WL-03082947 Labor Open 0.5 $0.00 Jan 29, 6:19 AM

Details