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WO-01351270 ↗ ServiceMax

AVANTOR SERVICES (FORMERLY VWR CATALYST) • IOQ • P7

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

Feb 12, 2026 → Mar 9, 2026

✅ Completed
P7
SLA Clock
7 business days from creation · Target: Feb 24, 2026
✗ SLA Missed (9 biz days late)
Active: 16 biz days
Budget: 7 biz days
🕐 Clock stopped: Tech Off Site (Mar 9, 2026)
SLA Target
▶ Clock Running
Status: Created
Feb 12 → Feb 12, 2026
0 business days (counted)
Running total: 0 of 7 biz days used
▶ Clock Running
Status: L2 Screening
Feb 12 → Feb 13, 2026
1 business day (counted)
Running total: 1 of 7 biz days used
▶ Clock Running
Status: Ready for Scheduling
Feb 13 → Feb 13, 2026
0 business days (counted)
Running total: 1 of 7 biz days used
0d
▶ Clock Running
Status: Assigned
Feb 13 → Feb 16, 2026
0 business days (counted)
Running total: 1 of 7 biz days used
14d
▶ Clock Running
Status: Scheduled
Feb 16 → Mar 6, 2026
14 business days (counted)
Running total: 15 of 7 biz days used
1d
▶ Clock Running
Status: Tech On Site
Mar 6 → Mar 9, 2026
1 business day (counted)
Running total: 16 of 7 biz days used
Created: Feb 12, 2026 Tech Off Site: Mar 9, 2026
Business Days Used 16 / 7
0 7d budget +9d over
Show SLA Clock Detail (6 periods)
Period Status Clock Biz Days Running Total
Feb 12 → Feb 12 Created ▶ Running 0 0 / 7
Feb 12 → Feb 13 L2 Screening ▶ Running 1 1 / 7
Feb 13 → Feb 13 Ready for Scheduling ▶ Running 0 1 / 7
Feb 13 → Feb 16 Assigned ▶ Running 0 1 / 7
Feb 16 → Mar 6 Scheduled ▶ Running 14 15 / 7
Mar 6 → Mar 9 Tech On Site ▶ Running 1 16 / 7
Dispatch 2.0d
Coordinators 14.6d
Field Work 1.2d
Billing 0.0d
✗ SLA Missed
Dispatch
2.0 days
Over SLA
Coordinators
14.6 days
Over SLA
Field Work
1.2 days
Over SLA
Billing
0.0 days
Created: Feb 12, 2026 Due: Mar 13, 2026 Completed: Mar 9, 2026 (4 days early)
📅
17.0 days Total Age
⏱️
14.0d in Scheduled Longest Stage
🔄
14 transitions Status Changes
⚠️
14.0d 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 Mar 5, 2026
Visit 2 Mar 6, 2026
Visit 3 Mar 7, 2026

AI Analysis

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Originating Case

Open in Salesforce →
🎫
Case #00567478
FW: EMSAR IQOQ Request - CEN20037
Closed
IOQ- CENTRIFUGE
Priority
Standard
Origin
Email
Reason
New Case
Contact
Karen Menden
Owner
Kimberly Hardison
Created
Feb 11, 2026
Work Orders from this Case (1)
WO-01351270 (current) Invoiced
IOQ • Kwame Cobb
Created: Feb 12, 2026 • Closed: Mar 9, 2026
Completed with significant delays
Invoiced • 183 days old
🚨
Primary Delay 14.0 days stuck in "Scheduled"
⏱️
Total Delay 14.0 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
2.0d / 1.0d SLA
Ready for Scheduling
0.0d / 1.0d SLA
Assigned
0.6d / 0.5d SLA
Scheduled
14.0d / 2.0d SLA
Tech On Site
1.1d / 1.0d SLA
Tech Off Site
0.1d / 2.0d SLA
Completed
0.0d / 1.0d SLA
Closed
3.8d / 1.0d SLA
L2 Review
1.3d
Invoice Pending
0.0d / 2.0d SLA

💬 Activities, Notes & Communications

🔒 Internal CSA Notes

2-16 Mburris email from Alan Adams <alan.adams@emsar.com> to set appt

🔧 Work Performed
Completed IOQ per instructions.
🔍 Technician Findings
As found: Unit in lab.
⚠️ Problem Description
IOQ- CENTRIFUGE
📄 Description
Eppendorf Centrifuge Benchtop Refrigerated or Constant Temp 5810 Series (5810 5810 R)

Timeline

📞
Case Linked Feb 11, 12:42 PM
Case Number: 00567478
Subject: FW: EMSAR IQOQ Request - CEN20037
Status: Closed
📋
▶
2 Work Order Created Feb 12, 8:40 AM
Work Order Created → Status: L2 Screening
🔍
Status: L2 Screening by Kimberly Hardison
From: Entered
To: L2 Screening
Duration in Previous: 1m
⏳ 2.0 business days
📅
Status: Ready for Scheduling by Alan Adams Feb 13, 2:09 PM
From: L2 Screening
To: Ready for Scheduling
Duration in Previous: 1d 5h
👷
▶
2 Technician Assigned Feb 13, 2:25 PM
Technician Assigned → Status: Assigned
👷
Status: Assigned by Michael Burris
From: Ready for Scheduling
To: Assigned
Duration in Previous: 15m
⏳ 1.0 business days
🗓️
▶
2 Status: Scheduled Feb 16, 12:48 PM
Status: Scheduled → Dispatch Scheduled
📅
Dispatch Scheduled by Michael Burris
Scheduled For: 2026-03-06T15:00:00.000+0000
⚠️ 6.0 business days
📅
Dispatch Scheduled by Michael Burris Feb 24, 5:17 PM
Scheduled For: 2026-02-25T15:00:00.000+0000, 2026-02-25T16:00:00.000+0000
📅
Dispatch Scheduled by Michael Burris Feb 25, 4:14 PM
Scheduled For: 2026-03-06T16:00:00.000+0000
⚠️ 7.0 business days
💵
2x Expenses Added Mar 5, 12:28 PM
Type: Expenses
Status: Open
Qty: 1
💵
3x Expenses Added Mar 5, 7:42 PM
Type: Expenses
Status: Open
Qty: 1
⏱️
2x Labor Added Mar 6, 9:31 AM
Type: Labor, Travel
Status: Open
Qty: 8, 340
🔧
Status: Tech On Site by Kwame Cobb Mar 6, 11:14 AM
From: Scheduled
To: Tech On Site
Duration in Previous: 17d 22h
⏱️
2x Labor Added Mar 6, 12:12 PM
Type: Labor, Travel
Status: Open
Qty: 0.5, 15
⏳ 1.0 business days
🚗
Status: Tech Off Site by Kwame Cobb Mar 8, 9:16 PM
From: Tech On Site
To: Tech Off Site
Duration in Previous: 2d 9h
⏱️
6x Labor Added Mar 8, 9:22 PM
Type: Labor, Expenses, Travel
Status: Open
Qty: 7, 0.5, 1, 15, 340
⏱️
▶
3 Labor Added Mar 8, 9:41 PM
Labor Added → Status: Completed → Status: Closed
✔️
Status: Completed by Kwame Cobb
From: Tech Off Site
To: Completed
Duration in Previous: 25m
🏁
Status: Closed by Kwame Cobb
From: Completed
To: Closed
Duration in Previous: 2m
👀
Status: L2 Review by Alan Adams Mar 9, 9:50 AM
From: Closed
To: L2 Review
Duration in Previous: 12h 6m
🏁
Status: Closed by Kwame Cobb Mar 9, 10:25 AM
From: L2 Review
To: Closed
Duration in Previous: 34m
👀
Status: L2 Review by Alan Adams Mar 9, 6:16 PM
From: Closed
To: L2 Review
Duration in Previous: 7h 51m
🏁
Status: Closed by Alan Adams Mar 10, 11:43 AM
From: L2 Review
To: Closed
Duration in Previous: 17h 26m
📄
▶
3 Status: Ready to Bill Mar 11, 2:24 AM
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-256123

Bottlenecks

L2 Screening
Duration: 2.0 business days (threshold: 1.0 business days)
Exceeded by 1.0 business days
Assigned
Duration: 4.6 business hours (threshold: 4.0 business hours)
Exceeded by 0.6 business hours
Scheduled
Duration: 14.0 business days (threshold: 2.0 business days)
Exceeded by 12.0 business days
Tech On Site
Duration: 1.1 business days (threshold: 1.0 business days)
Exceeded by 1.0 business hours
Closed
Duration: 1.8 business days (threshold: 1.0 business days)
Exceeded by 6.4 business hours

🔗 Related Artifacts

📞
Case 00567478
Closed

ℹ️ Work Order Details

Status
Invoiced
Priority
P7
Type
IOQ
Branch
N/A
Technician
Kwame Cobb
Scheduled
Mar 6, 11:00 AM
Created
Feb 12, 8:40 AM
Invoice #
SM-256123

Work Details (16)

Name Type Status Qty Amount Date
WL-03131450 Expenses Open 1 $0.00 Mar 5, 12:28 PM
WL-03131451 Expenses Open 1 $0.00 Mar 5, 12:28 PM
WL-03132602 Expenses Open 1 $0.00 Mar 5, 7:42 PM
WL-03132603 Expenses Open 1 $0.00 Mar 5, 7:42 PM
WL-03132604 Expenses Open 1 $0.00 Mar 5, 7:42 PM
WL-03133109 Labor Open 8 $0.00 Mar 6, 9:31 AM
WL-03133110 Travel Open 340 $0.00 Mar 6, 9:31 AM
WL-03133418 Labor Open 0.5 $0.00 Mar 6, 12:12 PM
WL-03133419 Travel Open 15 $0.00 Mar 6, 12:12 PM
WL-03135283 Labor Open 7 $2,130.00 Mar 8, 9:22 PM
WL-03135284 Labor Open 0.5 $0.00 Mar 8, 9:22 PM
WL-03135285 Expenses Open 1 $0.00 Mar 8, 9:22 PM
WL-03135286 Expenses Open 1 $0.00 Mar 8, 9:22 PM
WL-03135287 Travel Open 15 $0.00 Mar 8, 9:22 PM
WL-03135288 Travel Open 340 $0.00 Mar 8, 9:22 PM
WL-03135296 Labor Open 8 $0.00 Mar 8, 9:41 PM

Details