Engagement

Tyrone is the assigned tech and the last tech activity was 57.5 days ago — a Resolution-type note on 2026-03-16 absorbing ticket 20260218-71. Before that, the prior tech touch was on 2026-01-30 (another absorbed-ticket merge) and before that a phone-call note on 2025-10-06. Across 252 calendar days only 5 tech notes exist, all internal, and the customer has had zero visible communication from Tyrone since Nick Cooke's email on 2025-09-02 complaining the firewall is 'glitchy'. Two of the five tech notes are merely auto-generated merge records, so substantive engagement is even thinner than the count suggests. No customer-wait or vendor-wait status is active, so this is straight drift rather than a legitimate hold.

Tyrone should post a public reply to Nick Cooke today with a concrete diagnosis plan and timeline for the Kerio/firewall issue, and the service manager should review why duplicate tickets keep being absorbed into an unresolved parent.

No reassignments visible. Two of the five tech notes are 'Resolution' entries recording that other tickets (20251218-7 and 20260218-71) were absorbed into this one — suggesting recurring duplicates of the same firewall complaint are piling onto a ticket that itself isn't being progressed.