Engagement

This Critical-priority backup ticket sat for 20 days with zero human tech engagement while 18 public LISA missed-backup alerts piled up between 2026-04-23 and 2026-05-12. Justin's first and only note arrived today (2026-05-12 at 13:03), followed by two internal notes from TonyF later the same afternoon documenting root cause and a draft customer reply. No public communication has gone out to the customer across the full 20-day window, and no time entries have been logged. The ticket has only just emerged from abandonment today.

Justin should send the drafted public customer reply today acknowledging the alert stream and confirming the rescheduled backup plan, then log time for the work completed.