Engagement

Andre is the assigned technician but no activity from him is visible anywhere in the timeline — all five notes come from Lisa Ferguson (human finance manager, actor_class tech). The last activity was Lisa's note on 2026-04-23 flagging that Andre needs to check with Istele about reducing the licence count by 1 for Marcia's departure on 30 April. That action item has been sitting with Andre for 19 days with no follow-up note, and the renewal date of 24 April has already passed. The ticket is in 'Pending' status (not a customer-wait status), so the drift is on the tech side.

Andre should confirm with Istele today whether Marcia's licence is being removed or moved to monthly, then post a public note to the customer closing out the renewal and update Lisa so she can adjust billing.

No reassignments visible, but there is an unresolved internal handoff — Lisa explicitly passed the licence-reduction decision to Andre on 2026-04-23 and Andre has not responded in the ticket.