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WO-01352689 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • IOQ • P7

📍 GUARDANT HEALTH - Palo Alto — 3100 HANOVER ST, PALO ALTO CA, 94304

Feb 18, 2026 → Feb 26, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Feb 27, 2026
✓ SLA Met (1 biz days early)
Active: 6 biz days
Budget: 7 biz days
🕐 Clock stopped: Tech Off Site (Feb 26, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 18 → Feb 18, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
1d
▶ Clock Running
Status: L2 Screening
Feb 18 → Feb 19, 2026
1 business day (counted)
Running total: 1 of 7 biz days used
1d
▶ Clock Running
Status: Ready for Scheduling
Feb 19 → Feb 20, 2026
1 business day (counted)
Running total: 2 of 7 biz days used
1d
▶ Clock Running
Status: Assigned
Feb 20 → Feb 23, 2026
1 business day (counted)
Running total: 3 of 7 biz days used
2d
▶ Clock Running
Status: Scheduled
Feb 23 → Feb 25, 2026
2 business days (counted)
Running total: 5 of 7 biz days used
▶ Clock Running
Status: Tech On Site
Feb 25 → Feb 26, 2026
1 business day (counted)
Running total: 6 of 7 biz days used
Created: Feb 18, 2026 Tech Off Site: Feb 26, 2026
Business Days Used 6 / 7
0 7d budget
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 18 → Feb 18 Created ▶ Running 0 0 / 7
Feb 18 → Feb 19 L2 Screening ▶ Running 1 1 / 7
Feb 19 → Feb 20 Ready for Scheduling ▶ Running 1 2 / 7
Feb 20 → Feb 23 Assigned ▶ Running 1 3 / 7
Feb 23 → Feb 25 Scheduled ▶ Running 2 5 / 7
Feb 25 → Feb 26 Tech On Site ▶ Running 1 6 / 7
Dispatch 1.3d
Coordinators 5.8d
Field Work 2.7d
Billing 0.0d
✓ SLA Met
Dispatch
1.3 days
Over SLA
Coordinators
5.8 days
Over SLA
Field Work
2.7 days
Over SLA
Billing
0.0 days
Created: Feb 18, 2026 Due: Feb 27, 2026 Completed: Feb 27, 2026 (on time)
📅
6.7 days Total Age
⏱️
2.7d in Scheduled Longest Stage
🔄
11 transitions Status Changes
⚠️
3.9d over Total Delay
📦
0 orders, 0 quotes Parts & Quotes
📝
18 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 Feb 24, 2026
Visit 2 Feb 25, 2026
Visit 3 Feb 26, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00569813
FW: EMSAR IQOQ Request - CEN20047
Closed
I would like to request a work order be prepared and placed in L2 screening for IOQ of this equipment in Palo Alto, CA SOL will be SOL-100074
Priority
Standard
Origin
Email
Reason
New Case
Contact
Odalys Barahona
Owner
Erin Martin
Created
Feb 18, 2026
Work Orders from this Case (1)
WO-01352689 (current) Invoiced
IOQ • Kwame Cobb
Created: Feb 18, 2026 • Closed: Feb 26, 2026
Completed with minor delays
Invoiced • 14 days old
🚨
Primary Delay 2.7 days stuck in "Scheduled"
⏱️
Total Delay 3.9 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
1.3d / 1.0d SLA
Ready for Scheduling
1.2d / 1.0d SLA
Assigned
2.0d / 0.5d SLA
Scheduled
2.7d / 2.0d SLA
Tech On Site
1.3d / 1.0d SLA
Tech Off Site
1.4d / 2.0d SLA
Closed
3.0d / 1.0d SLA
L2 Review
0.6d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-23 Mburris call from POC to set appt 2-23 8am

2-20 Mburris email sent to POC

🔧 Work Performed
Completed IOQ per instructions.
🔍 Technician Findings
As found: Unit in lab.
⚠️ Problem Description
I would like to request a work order be prepared and placed in L2 screening for IOQ of this equipment in Palo Alto, CA SOL will be SOL-100074
📄 Description
Eppendorf Centrifuge Benchtop Refrigerated or Constant Temp 5810 Series (5810 5810 R)

Timeline

📞
Case Linked Feb 18, 3:02 PM
Case Number: 00569813
Subject: FW: EMSAR IQOQ Request - CEN20047
Status: Closed
📋
▶
2 Work Order Created Feb 18, 4:47 PM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Erin Martin
From: Entered
To: L2 Screening
Duration in Previous: 0m
⏳ 1.9 business days
📅
Status: Ready for Scheduling by Alan Adams Feb 19, 5:40 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 1d 0h
👷
▶
2 Technician Assigned Feb 20, 9:46 AM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 16h 5m
⏳ 2.0 business days
🗓️
▶
2 Status: Scheduled Feb 23, 1:37 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-02-25T16:00:00.000+0000
💵
Expenses Added Feb 23, 5:46 PM
Type: Expenses
Status: Open
Qty: 1
💵
2x Expenses Added Feb 24, 8:13 AM
Type: Expenses
Status: Open
Qty: 1
⏳ 2.0 business days
🔧
Status: Tech On Site by Kwame Cobb Feb 25, 11:01 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 1d 21h
⏱️
10x Labor Added Feb 25, 11:54 AM
Type: Labor, Expenses, Travel
Status: Open
Qty: 8, 1, 390, 35
🚗
Status: Tech Off Site by Kwame Cobb Feb 25, 9:10 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 10h 9m
⏱️
2x Labor Added Feb 25, 9:21 PM
Type: Labor
Status: Open
Qty: 7, 1
⏳ 1.3 business days
⏱️
▶
2 3x Labor Added Feb 26, 10:04 PM
3x Labor Added → Status: Completed
✔️
Status: Completed by Kwame Cobb
From: Tech Off Site, Completed
To: Completed, Closed
Duration in Previous: 1d 0h, 0m
⏳ 2.2 business days
👀
Status: L2 Review by Alan Adams Mar 2, 8:40 AM
From: Closed
To: L2 Review
Duration in Previous: 3d 10h
🏁
Status: Closed by Alan Adams Mar 2, 1:11 PM
From: L2 Review
To: Closed
Duration in Previous: 4h 30m
📄
▶
3 Status: Ready to Bill Mar 2, 8:57 PM
Status: Ready to Bill → Status: Invoiced → Invoice Created
💰
Status: Invoiced by Hannah Shaw
From: Invoice Pending
To: Invoiced
Duration in Previous: 1m
🧾
Invoice Created
Invoice Number: SM-255402

Bottlenecks

L2 Screening
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Ready for Scheduling
Duration: 1.2 business days (threshold: 1.0 business days)
Exceeded by 1.3 business hours
Assigned
Duration: 2.0 business days (threshold: 4.0 business hours)
Exceeded by 1.5 business days
Scheduled
Duration: 2.7 business days (threshold: 2.0 business days)
Exceeded by 5.4 business hours
Tech On Site
Duration: 1.3 business days (threshold: 1.0 business days)
Exceeded by 2.2 business hours
Closed
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days

🔗 Related Artifacts

📞
Case 00569813
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
IOQ
Branch
N/A
Technician
Kwame Cobb
Scheduled
Feb 25, 11:00 AM
Created
Feb 18, 4:47 PM
Invoice #
SM-255402

Work Details (18)

Name Type Status Qty Amount Date
WL-03116710 Expenses Open 1 $0.00 Feb 23, 5:46 PM
WL-03117149 Expenses Open 1 $0.00 Feb 24, 8:13 AM
WL-03117150 Expenses Open 1 $0.00 Feb 24, 8:13 AM
WL-03119308 Labor Open 8 $0.00 Feb 25, 11:54 AM
WL-03119309 Labor Open 1 $0.00 Feb 25, 11:54 AM
WL-03119310 Expenses Open 1 $0.00 Feb 25, 11:54 AM
WL-03119311 Expenses Open 1 $0.00 Feb 25, 11:54 AM
WL-03119312 Expenses Open 1 $0.00 Feb 25, 11:54 AM
WL-03119313 Expenses Open 1 $0.00 Feb 25, 11:54 AM
WL-03119314 Expenses Open 1 $0.00 Feb 25, 11:54 AM
WL-03119315 Travel Open 390 $0.00 Feb 25, 11:54 AM
WL-03119316 Travel Open 35 $0.00 Feb 25, 11:54 AM
WL-03119317 Travel Open 35 $0.00 Feb 25, 11:54 AM
WL-03120464 Labor Open 7 $2,130.00 Feb 25, 9:21 PM
WL-03120465 Labor Open 1 $0.00 Feb 25, 9:21 PM
WL-03122392 Labor Open 8 $0.00 Feb 26, 10:04 PM
WL-03122393 Expenses Open 1 $0.00 Feb 26, 10:04 PM
WL-03122394 Travel Open 390 $0.00 Feb 26, 10:04 PM

Details