Ticket Engagement Quality
Engagement
20260512-65 — RITO Technologies
Healthy
confidence 0.90
This ticket was opened today (2026-05-12) at 16:43 by the Spanning Backup notification pipeline via the LISA Admin automation account. It is less than a calendar day old (age_days = 0) with only the initial automated alert posted — there has been no time yet for Jordan to engage. The ticket description also flags that the contact routing is broken (bms_id 40710 has no contact configured for Nkunzi Pharmaceuticals), so it landed against the default RITO Technologies account.
Next action
Jordan should fix the msp_BackupStatus.bms_id routing for Nkunzi Pharmaceuticals so future backup alerts reach the correct customer, then triage the underlying backup failure today.
Signals
Deterministic measurements
computed in Python, not LLM-derived
Days since last tech activity
—
Days since last tech note
—
Days since last tech time entry
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Tech notes
0
Tech time entries
0
LISA automation notes
1
Customer notes
0
Days since last LISA note
1.0 h
Public note ratio
100.0%
Current status
Backup
Days in current status
—
Customer wait status active
no
Vendor wait status active
no