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WO-01334575 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • IOQ • P7

📍 Guardant Health Redwood City — 505 Penobscot Drive, Redwood City CA, 94063

Jan 8, 2026 → Jan 21, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Jan 20, 2026
✗ SLA Missed (2 biz days late)
Active: 9 biz days
Budget: 7 biz days
🕐 Clock stopped: Tech Off Site (Jan 22, 2026)
SLA Target
1d
▶ Clock Running
Status: Created
Jan 8 → Jan 9, 2026
1 business day (counted)
Running total: 1 of 7 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Jan 9 → Jan 12, 2026
1 business day (counted)
Running total: 2 of 7 biz days used
3d
▶ Clock Running
Status: Assigned
Jan 12 → Jan 15, 2026
3 business days (counted)
Running total: 5 of 7 biz days used
3d
▶ Clock Running
Status: Scheduled
Jan 15 → Jan 21, 2026
3 business days (counted)
Running total: 8 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Jan 21 → Jan 22, 2026
1 business day (counted)
Running total: 9 of 7 biz days used
Created: Jan 8, 2026 Tech Off Site: Jan 22, 2026
Business Days Used 9 / 7
0 7d budget +2d over
Show SLA Clock Detail (5 periods)
Period Status Clock Biz Days Running Total
Jan 8 → Jan 9 Created ▶ Running 1 1 / 7
Jan 9 → Jan 12 Ready for Scheduling ▶ Running 1 2 / 7
Jan 12 → Jan 15 Assigned ▶ Running 3 5 / 7
Jan 15 → Jan 21 Scheduled ▶ Running 3 8 / 7
Jan 21 → Jan 22 Tech On Site ▶ Running 1 9 / 7
Dispatch 2.0d
Coordinators 8.8d
Field Work 1.4d
Billing 0.0d
✗ SLA Missed
Dispatch
2.0 days
Over SLA
Coordinators
8.8 days
Over SLA
Field Work
1.4 days
Over SLA
Billing
0.0 days
Created: Jan 8, 2026 Due: Jan 19, 2026 Completed: Jan 22, 2026 (2 days late)
📅
9.4 days Total Age
⏱️
4.0d in Assigned Longest Stage
🔄
11 transitions Status Changes
⚠️
6.7d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
1 lines Work Details
🏠
1 visit On-Site Trips
👤
Self-Scheduled Scheduling

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00556871
1/8 chat'd Butler/Whalen/Adams for info to enter IPs
Closed
CEN00124 THERMO FISHER SCIENTIFIC Thermo Fisher Scientific Sorvall X4R Pro-MD, 120V SN 43493403 Location 123-141 CEN00125 THERMO FISHER SCIENTIFIC Thermo Fisher Scientific Sorvall X4R Pro-MD, 120V SN 43493404 Location 123-141 CEN00126 THERMO FISHER SCIENTIFIC Thermo Fisher Scientific Sorvall X4R Pro-MD, 120V SN 43493407 Location 123-141 CEN00127 THERMO FISHER SCIENTIFIC Thermo Fisher Scientific Sorvall X4R Pro-MD, 120V SN 43493409 Location 123-141
Priority
Standard
Origin
Email
Reason
New Case
Contact
Odalys Barahona
Owner
Sherry Reich
Created
Jan 7, 2026
Work Orders from this Case (4)
WO-01334574 Invoiced
IOQ • Kwame Cobb
Created: Jan 8, 2026 • Closed: Jan 21, 2026
WO-01334575 (current) Invoiced
IOQ • Kwame Cobb
Created: Jan 8, 2026 • Closed: Jan 21, 2026
WO-01334578 Invoiced
IOQ • Kwame Cobb
Created: Jan 8, 2026 • Closed: Jan 21, 2026
WO-01334579 Invoiced
IOQ • Kwame Cobb
Created: Jan 8, 2026 • Closed: Jan 21, 2026
Completed with minor delays
Invoiced • 55 days old
🚨
Primary Delay 4.0 days stuck in "Assigned"
⏱️
Total Delay 6.7 business days over SLA thresholds

SLA vs Actual Time by Status

Actual (within SLA)
Actual (over SLA)
SLA Target
L2 Screening
2.0d / 1.0d SLA
Ready for Scheduling
1.1d / 1.0d SLA
Assigned
4.0d / 0.5d SLA
Scheduled
3.7d / 2.0d SLA
Tech On Site
1.4d / 1.0d SLA
Tech Off Site
0.0d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
1.5d / 1.0d SLA
L2 Review
2.0d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

1-15 Mburris email from POC Odalys to set appt 1-21 when tech is in the area

1-14 Mburris email sent to POC to set looking for 1-21 when tech is in the area

🔧 Work Performed
Completed IOQ per instructions.
🔍 Technician Findings
As found: Unit in lab.
⚠️ Problem Description
CEN00125 THERMO FISHER SCIENTIFIC Thermo Fisher Scientific Sorvall X4R Pro-MD, 120V SN 43493404 Location 123-141
📄 Description
Thermo Fisher Scientific Centrifuge Benchtop Refrigerated or Constant Temp Sorvall Legend X1 Series (X1 X1R)

Timeline

📞
Case Linked Jan 7, 2:46 PM
Case Number: 00556871
Subject: 1/8 chat'd Butler/Whalen/Adams for info to enter IPs
Status: Closed
📋
Work Order Created Jan 8, 9:17 AM
Work Order: WO-01334575
Type: IOQ
Priority: P7
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Alan Adams Jan 9, 6:19 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 1d 9h
⏳ 1.7 business days
👷
▶
2 Technician Assigned Jan 12, 8:49 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 2d 14h
⏳ 4.0 business days
🗓️
▶
2 Status: Scheduled Jan 15, 1:25 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-01-21T15:00:00.000+0000
⏳ 4.0 business days
🔧
Status: Tech On Site by Kwame Cobb Jan 21, 10:39 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 5d 21h
⏱️
Labor Added Jan 21, 10:13 PM
Type: Labor
Status: Open
Qty: 2.5
🚗
▶
3 Status: Tech Off Site Jan 21, 10:20 PM
Status: Tech Off Site → Status: Completed → Status: Closed
✔️
Status: Completed by Kwame Cobb
From: Tech Off Site
To: Completed
Duration in Previous: 1m
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 2m
👀
Status: L2 Review by Alan Adams Jan 22, 9:44 AM
From: Closed
To: L2 Review
Duration in Previous: 11h 20m
⏳ 2.0 business days
🏁
Status: Closed by Alan Adams Jan 23, 1:50 PM
From: L2 Review
To: Closed
Duration in Previous: 1d 4h
📄
▶
2 Status: Ready to Bill Jan 23, 5:32 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 Jan 26, 5:55 PM
Invoice Number: SM-252167

Bottlenecks

L2 Screening
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Ready for Scheduling
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 0.7 business hours
Assigned
Duration: 4.0 business days (threshold: 4.0 business hours)
Exceeded by 3.5 business days
Scheduled
Duration: 3.7 business days (threshold: 2.0 business days)
Exceeded by 1.7 business days
Tech On Site
Duration: 1.4 business days (threshold: 1.0 business days)
Exceeded by 3.3 business hours

🔗 Related Artifacts

📞
Case 00556871
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
IOQ
Branch
N/A
Technician
Kwame Cobb
Scheduled
Jan 21, 10:00 AM
Created
Jan 8, 9:17 AM
Invoice #
SM-252167

Work Details (1)

Name Type Status Qty Amount Date
WL-03074451 Labor Open 2.5 $1,250.00 Jan 21, 10:13 PM

Details