Ticket Engagement Quality
Engagement
Jordan
32 open · 13 flagged| Ticket | Account | Verdict | Last touch | Next action | Priority |
|---|---|---|---|---|---|
| 20250918-7.014 | CraigCor Distribution Co. (Pty) Ltd | Healthy | Jordan should acknowledge receipt of the ticket and provide a timeline for when the user list will be compiled. | Medium | |
| 20261016-17 | Corporate Apartment Group | Healthy | Confirm with lisaferguson (or Jordan if reassigned) the timeline for implementing the approved license changes and document who will execute the modifications. | Medium | |
| 20261023-12 | TRM Supplies cc | Healthy | Jordan should acknowledge the ticket today to confirm understanding of the Critical backup failure and the customer's unavailability through November 6th, establishing the escalation path if the issue resurfaces before then. | Critical | |
| 20260626-37 | Rate Direct SA | Healthy | Confirm whether Jordan is actively engaged in the server deployment phase or whether Hannah is delegated to manage the ticket on his behalf. Consider having Hannah post a public customer-facing note with the go-live timeline once server setup is confirmed, since all current customer communication occurs via external email outside the ticket. | Medium | |
| 20260820-28 | Hisec Wealth & Financial Services | Healthy | Jordan should send a public update to Hilda today acknowledging the 54-day communication silence, confirming the original SharePoint requirements are still in scope, and providing a realistic implementation timeline that accounts for the new migration analysis request added today. | Medium | |
| 20260928-33 | Mony's Fishers Swim School | Drifting | Jordan should send a public note to the customer confirming receipt of the account and expected timeline for the domain transfer completion. If no response from Jordan by end of business today, escalate to confirm he is actively on this ticket. | Medium | |
| 20261008-7 | RITO Technologies | Drifting | Jordan should send a public customer reply today confirming receipt of the Spanning–365 alignment request, summarizing the scope of accounts affected, and providing a remediation timeline. | Medium | |
| 20261019-14 | Beswick Machinery | Unknown | Jordan should open the ticket immediately, log a brief triage note confirming receipt, and send a public reply to the customer with an initial assessment of the fincon access issue and an estimated timeline for diagnosis. | Medium | |
| 20260922-34 | Hot 1027 FM | Abandoned | Jordan should contact Tyrone at Hot 1027 FM today, confirm the correct LISA user, Antivirus, and Keeper quantities, document the answer, and post a public update with the corrected figures and any invoice impact before this ticket exceeds 30 days of tech silence. | Medium | |
| 20261001-30 | BFIH Procurement & Service (Pty) Ltd | Abandoned | Jordan should immediately send a public note to Pierre explaining the delay, requesting the starting-level folder path for the Finance Data folder, and committing to a delivery timeline once the path is received. A follow-up should be scheduled if Pierre does not respond within 3 business days. | Medium | |
| 20261020-17 | RITO Private Clients | Healthy | Jordan should send a public note today confirming the scope and next steps for the server setup project. | Medium | |
| 20260528-55 | RITO Private Clients | Customer waiting | Jordan should contact Tony immediately to confirm whether the engagement is still active, establish a firm timeline for Louis to be ready, and clarify what is blocking closure. Follow with a public customer note resetting expectations after four months of internal-only activity. | Medium | |
| 20261001-20 | Hot Cares | Abandoned | Jordan should post a public reply to Hannah immediately confirming whether the AI voice isolation software was purchased and is ready for the second test on 2026-10-19. If the purchase has not been made, he must escalate to procurement and provide a revised timeline. | Medium | |
| 20260731-21 | Devcon Projects | Drifting | Jordan must respond to this ticket today and provide a status update on decommissioning progress. If Jordan is unable or unwilling to complete it, the ticket should be reassigned back to lisaferguson, who has demonstrated full engagement and ownership throughout. | Medium | |
| 20260519-33 | BFIH Procurement & Service (Pty) Ltd | Drifting | Jordan should post a public update today confirming the outcome of the promised weekend server-copy work and providing the customer a specific timeline for cloud failover readiness. | Medium | |
| 20260507-70 | CraigCor Distribution Co. (Pty) Ltd | Abandoned | Jordan should contact the CraigCor account (via Tony or the primary contact) today to establish whether the DR test is still required, document the scope, and either schedule the test or formally close the ticket if the business need has lapsed. | Medium | |
| 20261023-17 | Octagon Business Solutions (Pty) Ltd | Healthy | Jordan should triage the Cloud-09 disk-space alert first thing Monday morning, assess severity, and send a public acknowledgement to Octagon Business Solutions with initial findings and remediation timeline. | Medium | |
| 20261021-6 | BFIH Procurement & Service (Pty) Ltd | Unknown | A manager should reach out to Jordan directly today to confirm he has accepted this ticket and to understand when he will begin the review. Concurrently, Jordan should send an immediate public note to the customer acknowledging receipt and providing an estimated timeline for completing the PBX recommendations. | Medium | |
| 20261021-7 | BFIH Procurement & Service (Pty) Ltd | Unknown | Jordan should contact Gavin Beswick today to schedule the setup session and send a public update to Hannah Ainsley confirming the appointment is being arranged. | Medium | |
| 20261024-1 | Hisec Wealth & Financial Services | Healthy | Jordan should triage this Critical backup failure on the next business day and either confirm the backup is healthy or post a public update to the customer with remediation steps. | Critical | |
| 20260112-2.282 | RITO Technologies | Healthy | Monitor on 2026-10-27 (Monday) — if Jordan has not acknowledged the ticket or posted a note/time entry by end of business Monday, a gentle escalation reminder should go out to confirm the request reached the assigned technician. | Medium | |
| 20261023-21 | RITO Technologies | Drifting | Jordan should immediately review this ticket, post a public note to Octagon acknowledging the backup failure alerts and confirming investigation is underway, then diagnose the root cause and establish a recovery timeline. | Critical | |
| 20261023-22 | RITO Technologies | Drifting | Jordan should post a public customer acknowledgment immediately, confirming receipt of the failures and providing a diagnostic timeline. If Jordan is unavailable or over-capacity, the ticket should be reassigned. | Critical | |
| 20261023-23 | RITO Technologies | Drifting | Jordan should immediately review the ticket today, acknowledge the backup failure alerts in a public note to the customer, and provide a diagnostic or workaround status. | Critical | |
| 20261023-25 | RITO Technologies | Drifting | Jordan should investigate the backup failure immediately, log a time entry, and send a public reply to RITO Technologies today acknowledging the repeated failures and providing a status update or resolution timeline. | Critical | |
| 20261024-11 | RITO Technologies | Healthy | Jordan should investigate the backup failure on machine 40.14 immediately and post a status note confirming the failure details and next steps. | Critical | |
| 20261024-12 | RITO Technologies | Healthy | Jordan should post a status note or log a time entry today confirming receipt and indicating whether investigation is underway or what the next step is. | Critical | |
| 20260112-2.283 | RITO Technologies | Healthy | Jordan should acknowledge receipt of this ticket with a public note to the customer, confirm the Kaseya groups will be checked, and provide an expected timeline. | Medium | |
| 20261025-2 | RITO Technologies | Healthy | Jordan should acknowledge and begin diagnosing the IPROFILER backup failure today, then post a public customer update with findings and resolution timeline. | Critical | |
| 20261025-3 | RITO Technologies | Healthy | Jordan should review and begin diagnostics on the failed backup plan today, then send a public acknowledgment to the customer. | Critical | |
| 20260112-2.284 | RITO Technologies | Healthy | Jordan should acknowledge receipt and confirm understanding of the Kaseya maintenance scope within one business day. | Medium | |
| 20250918-6.014 | Beswick Machinery | Unknown | Jordan should acknowledge the ticket and either complete the 365 user list export or send a public note to the customer confirming receipt and providing a delivery timeline by Monday morning. | Medium |
20250918-7.014 — CraigCor Distribution Co. (Pty) Ltd
This Medium-priority ticket was created 2026-10-23 at 21:00 and is brand new (age: 0 days). It has been assigned to Jordan with a clear request to compile a 365 user license list for CraigCor Distribution. No human engagement is visible yet, but the ticket is too fresh for any engagement gap to have formed — there has been no time for activity to land.
Next action
Jordan should acknowledge receipt of the ticket and provide a timeline for when the user list will be compiled.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261016-17 — Corporate Apartment Group
Jordan is assigned to this ticket, but all visible activity is from lisaferguson (a human technician, not the LISA automation). The first note on 2026-10-16 documented the customer's Microsoft licensing change request with a detailed spreadsheet. After a 7-day gap, lisaferguson posted a public approval on 2026-10-23: 'Please go ahead with the changes below as requested by Veno.' The most recent engagement was 10 hours ago, well within the 3-business-day threshold. The ticket is currently 'In Progress' with no waiting-status active.
Next action
Confirm with lisaferguson (or Jordan if reassigned) the timeline for implementing the approved license changes and document who will execute the modifications.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261023-12 — TRM Supplies cc
This Critical backup failure ticket was created today (2026-10-23) at 08:51 and assigned to Jordan. LISA has posted the automated alert at 10:51 and a follow-up note at 12:36 indicating the customer (TRM Supplies cc) is out of the country with a re-arm date of 2026-11-06. The ticket is appropriately in 'Waiting For Customer' status, and at 0 days old there has been insufficient time for human tech engagement to occur. The status transition is grounded in real customer unavailability, not a workaround.
Next action
Jordan should acknowledge the ticket today to confirm understanding of the Critical backup failure and the customer's unavailability through November 6th, establishing the escalation path if the issue resurfaces before then.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260626-37 — Rate Direct SA
This 118-day website development project has consistent human engagement with the most recent activity from Hannah on 2026-10-22 (less than one day ago). Although Jordan is formally assigned, Hannah has carried 19 of 20 technical notes, progressing the work through customer requirements gathering on 07-16, a developer handoff to Veronique on 09-14, and now toward server deployment and go-live. The project showed clear momentum with a successful customer demo on 2026-10-19. No waiting statuses are active.
Next action
Confirm whether Jordan is actively engaged in the server deployment phase or whether Hannah is delegated to manage the ticket on his behalf. Consider having Hannah post a public customer-facing note with the go-live timeline once server setup is confirmed, since all current customer communication occurs via external email outside the ticket.
Churn observations
Work has transitioned through Hannah (requirements/sales coordination), Veronique (development), and now Jordan/Andre (infrastructure) in functional handoffs rather than chaotic reassignments. Jordan is assigned but has zero visible notes; Hannah is carrying ticket management. One payment-related note from Lisa Ferguson (user 14059) appears on 2026-08-27.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260820-28 — Hisec Wealth & Financial Services
Most recent tech activity (Hannah's internal note on 2026-10-21) occurred 0.61 days ago, meeting the 3-business-day threshold for active engagement. However, this metric masks critical coordination and communication failures. The assigned tech Jordan last engaged on 2026-10-07 (14 days ago) with a single note about an audit spreadsheet. More significantly, the customer (Hilda) has received zero communication for 54 days despite six internal tech notes passing between Tyrone, Tony, and Jordan. The original SharePoint restructure request—submitted 2026-08-20 with revised specifications on 2026-08-28—remains unaddressed. Today a new investigation scope (migration impact analysis) was added without updating the customer on the original deliverable status or timeline.
Next action
Jordan should send a public update to Hilda today acknowledging the 54-day communication silence, confirming the original SharePoint requirements are still in scope, and providing a realistic implementation timeline that accounts for the new migration analysis request added today.
Churn observations
Visible handoff chain: Tyrone (initial work Aug 24–28) → awaiting Tony's direction (Sep 29) → Jordan assigned Oct 5 via Hannah. Hannah remains the coordinator, posting reassignment instructions (Oct 5) and new requests (Oct 21). No customer-facing communication since Aug 28.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260928-33 — Mony's Fishers Swim School
Lisa Ferguson actively managed this 23-day cancellation ticket through Oct 19, coordinating with the customer (Tayla) and new provider (Jonathan) across 10 detailed notes. On Oct 19, she sent a public note to Jordan stating the account is paid up and ready for handoff. Jordan is the assigned technician but has zero visible engagement in the timeline — the status moved to 'Waiting For Customer' by Oct 21, and it has sat there for less than a day with no acknowledgment from Jordan that he received the handoff. Last tech activity was 2.75 days ago (Lisa's Oct 19 note). The ticket is appropriately parked pending customer action on the domain transfer, but the assigned tech must confirm he is actively monitoring it.
Next action
Jordan should send a public note to the customer confirming receipt of the account and expected timeline for the domain transfer completion. If no response from Jordan by end of business today, escalate to confirm he is actively on this ticket.
Churn observations
One implicit reassignment: Lisa Ferguson performing all work for an owner listed as Jordan. No visible response or engagement from Jordan since the Oct 19 handoff.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261008-7 — RITO Technologies
Ticket opened 2026-10-08 for Spanning license account alignment. Jordan made two internal notes on 2026-10-08 and 2026-10-13 consolidating multiple related tickets, then went silent. Last tech activity was 9 calendar days ago (approximately 7 business days). The ticket is marked 'In Progress' but has zero public communication — all notes are internal and the customer has received no updates since the original request. No time entries were logged, suggesting the consolidation may not have progressed to actual remediation work.
Next action
Jordan should send a public customer reply today confirming receipt of the Spanning–365 alignment request, summarizing the scope of accounts affected, and providing a remediation timeline.
Churn observations
No reassignments or handoffs visible. Jordan appears to have inherited multiple tickets through consolidation but engagement stalled after triage.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261019-14 — Beswick Machinery
This Medium-priority ticket for Beswick Machinery was created on 2026-10-19 and is now 2 calendar days old (approximately 3 business days elapsed). Jordan is assigned but has not engaged—zero notes, zero time entries, and no activity visible in the timeline. The ticket remains in 'Pending' status with no triage, no communication to the customer, and no indication that investigation has begun.
Next action
Jordan should open the ticket immediately, log a brief triage note confirming receipt, and send a public reply to the customer with an initial assessment of the fincon access issue and an estimated timeline for diagnosis.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260922-34 — Hot 1027 FM
Assigned to Jordan on 2026-09-22. Three days later (2026-09-25), technician Lisa Ferguson logged a public phone call note asking Jordan to confirm the LISA user count (39 vs. 83) with the customer Tyrone, flagging a potential R 25,828 monthly invoice increase and a 50-device Webroot coverage gap, and stating 'I cannot do that' without confirmation. For 26.75 days, Jordan has provided zero engagement — no follow-up notes, no time entries, no customer contact visible. The ticket was recently moved to 'Waiting For Customer' status (0.85 days ago), but no evidence exists that Jordan initiated any actual customer communication.
Next action
Jordan should contact Tyrone at Hot 1027 FM today, confirm the correct LISA user, Antivirus, and Keeper quantities, document the answer, and post a public update with the corrected figures and any invoice impact before this ticket exceeds 30 days of tech silence.
Churn observations
No reassignments. Single handoff from Lisa Ferguson (escalation) to Jordan (assigned), but Jordan never picked it up.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261001-30 — BFIH Procurement & Service (Pty) Ltd
This ticket was assigned to Jordan on 2026-10-01 and is now 20 calendar days old (approximately 14 business days). Zero human tech notes, zero tech time entries, and zero customer communication are recorded. The status was changed to 'Waiting For Customer' approximately 0.85 days ago without any public note or explanation. Jordan has never engaged with the customer to request the required folder path from Pierre, which is a prerequisite for the work to proceed. The ticket remains untouched by the assigned technician.
Next action
Jordan should immediately send a public note to Pierre explaining the delay, requesting the starting-level folder path for the Finance Data folder, and committing to a delivery timeline once the path is received. A follow-up should be scheduled if Pierre does not respond within 3 business days.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261020-17 — RITO Private Clients
This Medium-priority server setup ticket opened on Oct 20 and received immediate human tech engagement from lisaferguson via phone call within two minutes of creation. The ticket is assigned to Jordan. Last activity was Oct 20 at 11:22am (1.74 calendar days ago, approximately 1.5 business days elapsed). This falls well within the ~3-business-day threshold for healthy engagement on a fresh ticket. However, the assigned technician is Jordan while all visible activity is from lisaferguson, suggesting an incomplete handoff or work-sharing arrangement that should be clarified.
Next action
Jordan should send a public note today confirming the scope and next steps for the server setup project.
Churn observations
Assigned to Jordan, but the visible engagement is from lisaferguson with no formal reassignment recorded.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260528-55 — RITO Private Clients
This 144-day-old ticket has been parked waiting for customer action since 2026-09-01, when Justin explicitly documented moving it to 'indefinite hold' pending Louis contacting Tony. Justin made follow-up contact attempts on 2026-06-30, 2026-07-28, 2026-08-20, 2026-09-01, and 2026-10-07, but received no documented customer response. The status was formally moved to 'Waiting For Customer' today (2026-10-19), and Justin immediately handed it to Jordan (the assigned technician) asking him to discuss with Tony and determine next steps. Of the 13 technical notes, only the first two (from lisaferguson on 2026-05-29 and 2026-06-01) are public; the customer has received zero communication since June 1st about progress, status, or what is blocking resolution.
Next action
Jordan should contact Tony immediately to confirm whether the engagement is still active, establish a firm timeline for Louis to be ready, and clarify what is blocking closure. Follow with a public customer note resetting expectations after four months of internal-only activity.
Churn observations
No formal reassignments in the timeline, but Justin has driven all engagement since June while the ticket remained assigned to Jordan. Today's note represents a handoff from Justin to Jordan, breaking a four-month pattern of misalignment between the assigned tech and the primary handler.
AI analysis
Summary
Hardware audit for collected laptop remains incomplete after 5 months; device in workshop limbo with no documented work or customer response to multiple follow-ups.
Root cause
Operational/fulfillment failure: requested hardware audit was never executed after device collection on 2026-06-01. Underlying causes appear to be lack of completion protocol and unresponsive customer contact (Louis/Tony) to multiple follow-up attempts. No escalation procedures triggered despite indefinite hold status.
Progress
2026-05-29: Lisa Ferguson confirmed Uber collection initiated with PIN for Jordan. 2026-06-01: Laptop delivered to workshop with charger and software CDs. 2026-06-03 through 2026-09-01: Justin made multiple outreach attempts to Louis/Tony (no documented customer responses in notes). 2026-09-01: Ticket placed on indefinite hold pending Louis contacting Tony. 2026-10-07 through 2026-10-19: Further outreach attempts made; Justin escalated to Jordan asking how to proceed. No time entries recorded despite 5 months elapsed.
Remaining work
- Confirm device is still physically in workshop and in serviceable condition
- Perform the hardware audit that was originally requested (assess operational status and identify remediation needs)
- Generate cost quote for required repairs/work
- Obtain customer authorization (Louis or Tony) to proceed with repairs or device return
- Document all findings and quote in ticket notes
- Either complete repairs or arrange device return
Signals
20261001-20 — Hot Cares
Jordan was assigned this deadline-driven procurement ticket on 2026-10-01 to purchase AI voice isolation software before Teddython's first test on 2026-10-12. The ticket explicitly specified a purchase window of Oct 7–12. We are now 2026-10-16 (14 calendar days, ~12 business days later) with zero tech notes, zero time entries, and no engagement from Jordan. The first test occurred 4 days ago on Oct 12, and Hannah (who requested the ticket) has received no update on whether the purchase was completed. The ticket remains assigned to Jordan with no communication trail.
Next action
Jordan should post a public reply to Hannah immediately confirming whether the AI voice isolation software was purchased and is ready for the second test on 2026-10-19. If the purchase has not been made, he must escalate to procurement and provide a revised timeline.
AI analysis
Summary
Administrative procurement task to purchase AI voice isolation software subscription for Teddython phone system testing; no work has been logged or completed as of 2026-10-16.
Root cause
Procurement task has not been initiated or completed. No notes or time entries indicate any vendor research, purchase, or access verification has occurred despite ticket creation 15 days ago and preferred purchase date on 2026-10-12 now passed.
Progress
No prior work logged. Ticket created 2026-10-01, assigned to Jordan. No notes, time entries, or purchase documentation exist.
Remaining work
- Identify and contact vendor(s) for AI voice isolation software subscription pricing and availability
- Execute purchase on or after 2026-10-07 (ideally 2026-10-12 for cost optimization); preferred date 2026-10-12 has already passed
- Obtain and document subscription credentials, license key, and access details
- Verify software is accessible and functional before 2026-10-19 test date (3 days remaining)
- Transfer completed ticket back to Hannah Ainsley with purchase confirmation and vendor details
Signals
20260731-21 — Devcon Projects
This cancellation ticket has been open for 75 days and shows a failed handoff from lisaferguson to Jordan. On 2026-08-26, lisaferguson explicitly assigned Jordan specific decommissioning tasks with a deadline of 2026-08-31. Jordan has shown zero engagement since then — no notes, no time entries, nothing. lisaferguson eventually (2026-09-29, now 15.88 days ago) set a due date "to tomorrow" and pointedly asked Jordan to open the ticket, suggesting even that escalation was necessary. Both deadlines have been missed. The last human tech activity was lisaferguson's internal note on 2026-09-29; nothing has moved since.
Next action
Jordan must respond to this ticket today and provide a status update on decommissioning progress. If Jordan is unable or unwilling to complete it, the ticket should be reassigned back to lisaferguson, who has demonstrated full engagement and ownership throughout.
Churn observations
Single visible handoff from lisaferguson to Jordan on 2026-08-26. No reassignments, but the handoff appears to have failed — Jordan has not picked up the work despite two explicit deadlines (2026-08-31, then 2026-09-30).
AI analysis
Summary
Service cancellation and account transition for Devcon Projects—30-day notice received 2026-07-31; Vox fibre account transfer completed but software removal and credential handover remain overdue as of 2026-10-06 (deadline 2026-08-31).
Root cause
Administrative delinquency. The ticket has remained open and Pending for 6+ weeks past the contractual cancellation date (2026-08-31) with no progress documentation or time entries. The assigned technician (Jordan) has not completed or logged the two mandatory handover tasks due 2026-08-31.
Progress
2026-07-31: Cancellation notice received and acknowledged; four service lines listed for removal (6× Silver Managed Services, MS365 Security Package, Vox fibre to direct billing). | 2026-08-04 to 2026-08-14: Transition documents exchanged with Vox and Devcon; Devcon requested fibre upgrade pending migration completion. | 2026-08-26: Lisa formally assigned Jordan two tasks with 2026-08-31 deadline: (1) remove all RITO-owned/licensed software from Devcon systems; (2) handover credentials and portal access. | 2026-09-29: Vox account transfer completed; RITO invoice cancelled. MS365 Business Standard to remain through 2027-02-08 under separate agreement. | No time entries logged. Ticket remains Pending.
Remaining work
- Complete removal of all RITO-licensed software from Devcon systems (Inky, Spanning, Rocketcyber security suite; any others) — deadline passed 2026-08-31
- Handover access credentials and administrative control of all RITO-managed portals and accounts to Devcon — deadline passed 2026-08-31
- Obtain written confirmation from Devcon that all tasks are complete and acceptable
- Document completion in ticket and close with formal sign-off
Signals
20260519-33 — BFIH Procurement & Service (Pty) Ltd
This 139-day-old cloud failover server order was approved by the customer on 2026-05-19 and remains assigned to Jordan. The most recent tech activity was 6.98 days ago (2026-09-29) when Jordan posted the only public note: a promise to copy servers to Proxmox 'over this weekend' and push them to the cloud. No follow-up update has appeared since despite that promised work window having passed. Of 6 tech notes across 139 days, only 1 is public — the customer has been left uninformed about progress. A critical gap spans from 2026-08-11 ('Pending Fiber installation') to 2026-09-29, during which Jordan did not communicate for 49 days before returning to indicate fiber had come online.
Next action
Jordan should post a public update today confirming the outcome of the promised weekend server-copy work and providing the customer a specific timeline for cloud failover readiness.
Churn observations
No reassignments. One visible internal handoff: Jordan asked Andre to install Proxmox on 2026-06-25 but no reply or follow-up from Andre is visible. lisaferguson posted one internal note on 2026-06-09 about obtaining the Kerio licence; no explicit handoff chain documented.
AI analysis
Summary
Cloud failover infrastructure procurement and multi-phase migration project stalled at 5+ months with unconfirmed completion status after customer promise made 2026-09-29.
Root cause
Project management and communication breakdown. The ticket conflates procurement (initial order) with infrastructure build (Proxmox + migration). After public-facing promise on 2026-09-29, zero documented follow-up for 7+ days. No time entries exist to evidence work completion or current blockers.
Progress
2026-05-21: Jordan initiated server layout discussion with Tony | 2026-06-09: Kerio Control licence purchased (Key: 20339-7D4T6-92CXB for 10 users) | 2026-06-25: Proxmox hypervisor installation initiated by Andre | 2026-07-22: Server renamed to Prox03 | 2026-08-11: Fiber installation reported as pending | 2026-09-29: Jordan promised customer that server copies would be made to Prox03 'over this weekend' and then pushed to cloud
Remaining work
- Confirm completion of Sept 29 promised deliverables (server copies to Prox03 and cloud migration) — no follow-up documented since that date. 2. Verify actual cloud server procurement status (quoted specs: TruServ Commerce 4310 with Xeon Silver 4310, 256GB RAM, 3x 1TB SSD RAID 5, 3x 4TB HDD RAID 5). 3. Validate failover functionality and performance. 4. Customer sign-off and ticket closure.
Signals
20260507-70 — CraigCor Distribution Co. (Pty) Ltd
This Medium-priority disaster recovery test ticket was created on 2026-05-07 with a clear action: Jordan must engage Tony to confirm the scope of the DR test before proceeding. Over 151 calendar days (approximately 107+ business days) have elapsed with zero human tech engagement—no notes, no time entries, no follow-up from Jordan. The customer has not replied, and no LISA automation activity is visible. The ticket sits assigned to Jordan in Pending status with no tangible progress on the stated requirements.
Next action
Jordan should contact the CraigCor account (via Tony or the primary contact) today to establish whether the DR test is still required, document the scope, and either schedule the test or formally close the ticket if the business need has lapsed.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261023-17 — Octagon Business Solutions (Pty) Ltd
Ticket 20261023-17 was created 2026-10-23 and is 2 calendar days old, representing approximately 1 business day of elapsed time (a weekend intervenes). It is assigned to Jordan and remains in 'New' status. The timeline is empty — zero tech notes, zero time entries, zero LISA automation records, zero customer replies. This is expected for a brand-new alert that landed late in the business week and is waiting for the next working day triage. No engagement quality concerns are visible.
Next action
Jordan should triage the Cloud-09 disk-space alert first thing Monday morning, assess severity, and send a public acknowledgement to Octagon Business Solutions with initial findings and remediation timeline.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261021-6 — BFIH Procurement & Service (Pty) Ltd
This Medium-priority ticket was opened on 2026-10-21 (Tuesday) and is now 4 calendar days old, spanning 4 business days of potential work. It is assigned to Jordan and remains in 'New' status with zero visible engagement: no notes, no time entries, and modifiedDate is null. The ticket explicitly requires Jordan (and Tony) to review the Yeastar S300 setup and deliver recommendations. With 4 days elapsed, the complete absence of any activity or communication from Jordan makes it unclear whether this review task has been triaged, scheduled, or overlooked. The customer has received no acknowledgment or timeline estimate.
Next action
A manager should reach out to Jordan directly today to confirm he has accepted this ticket and to understand when he will begin the review. Concurrently, Jordan should send an immediate public note to the customer acknowledging receipt and providing an estimated timeline for completing the PBX recommendations.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261021-7 — BFIH Procurement & Service (Pty) Ltd
This Keeper Password Manager setup ticket was created on Oct 21 and is now 4 days old, assigned to Jordan. Zero engagement is visible: no tech notes, no time entries, and no customer communication, despite the explicit requirement to 'contact Gavin to schedule a session.' Three business days (Oct 21–24) have passed with no action. The ticket remains in 'New' status pending Jordan's initial contact with Gavin Beswick.
Next action
Jordan should contact Gavin Beswick today to schedule the setup session and send a public update to Hannah Ainsley confirming the appointment is being arranged.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261024-1 — Hisec Wealth & Financial Services
This Critical backup failure ticket was created on 2026-10-24 and is only 1 day old. The LISA automation posted the failure alert immediately; the ticket has been assigned to Jordan but shows no tech notes or time entries yet. No business days have elapsed over the weekend window. No waiting status is active, so no customer or vendor delay is flagged.
Next action
Jordan should triage this Critical backup failure on the next business day and either confirm the backup is healthy or post a public update to the customer with remediation steps.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260112-2.282 — RITO Technologies
This Medium-priority ticket was opened on 2026-10-23 (Thursday at 13:00) and is only 2 calendar days old. Jordan is assigned. Zero engagement is recorded, but the ticket is still within its first business cycle — Thursday morning through the weekend. The ticket remains in 'New' status with no waiting or customer-response conditions active. No escalation is warranted at this stage.
Next action
Monitor on 2026-10-27 (Monday) — if Jordan has not acknowledged the ticket or posted a note/time entry by end of business Monday, a gentle escalation reminder should go out to confirm the request reached the assigned technician.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261023-21 — RITO Technologies
This Critical-priority backup failure ticket has been open for 2 calendar days (1 business day of engagement opportunity: Friday, Oct 24) with zero human technician activity. Jordan is assigned but has not yet acknowledged, investigated, or logged any time against the ticket. Three automated LISA alerts from the Spanning backup system have posted to the timeline documenting repeated backup failures for Octagon Business Solutions, visible to the customer as unaddressed public notes. A critical infrastructure ticket should have a human tech ownership acknowledgment within hours, not days.
Next action
Jordan should immediately review this ticket, post a public note to Octagon acknowledging the backup failure alerts and confirming investigation is underway, then diagnose the root cause and establish a recovery timeline.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261023-22 — RITO Technologies
Jordan was assigned this CRITICAL Spanning Backup failure ticket on 2026-10-23. It is now 2026-10-26—approximately 2 business days elapsed with zero human engagement: no tech notes, no time entries, no acknowledgment. Three automated failure alerts from LISA have posted publicly to the customer on consecutive days (2026-10-23, 2026-10-24, 2026-10-25), with the most recent on 2026-10-25 at 18:37. For a Critical-priority production backup ticket with a visible escalation pattern of alerts, Jordan should have provided customer acknowledgment and begun diagnostics by the end of the first business day (2026-10-24).
Next action
Jordan should post a public customer acknowledgment immediately, confirming receipt of the failures and providing a diagnostic timeline. If Jordan is unavailable or over-capacity, the ticket should be reassigned.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261023-23 — RITO Technologies
This is a CRITICAL-priority backup failure for ChilliBlu Consulting, assigned to Jordan since 2026-10-23 (2 calendar days, 2 business days ago). Three automated backup failure alerts have been posted publicly by LISA—on 2026-10-23, 2026-10-24, and 2026-10-25—which the customer can see. Zero human tech engagement is visible: no notes from Jordan, no time entries, no evidence the ticket has been opened or reviewed. For a CRITICAL priority issue, engagement should have started within one business day. The customer is seeing repeated public backup failures with no human acknowledgment or action plan.
Next action
Jordan should immediately review the ticket today, acknowledge the backup failure alerts in a public note to the customer, and provide a diagnostic or workaround status.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261023-25 — RITO Technologies
This Critical backup failure ticket was created 2026-10-23 21:21 and has received zero human engagement over two full business days (Thursday and Friday). Three public LISA automation alerts stacked on 2026-10-23, 2026-10-24, and 2026-10-25 document repeated backup failures that the customer can see. Jordan (assigned tech) has not posted any note, logged any time entry, or acknowledged the ticket. For a Critical priority ticket with an escalating, repeating failure pattern, zero engagement by end of business Friday is a red flag—the ticket is at the edge of the drifting threshold and demands immediate action.
Next action
Jordan should investigate the backup failure immediately, log a time entry, and send a public reply to RITO Technologies today acknowledging the repeated failures and providing a status update or resolution timeline.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261024-11 — RITO Technologies
This is a brand-new CRITICAL priority backup failure ticket created automatically by the Xneelo alert system on 2026-10-24 and now 1 calendar day old. The only timeline activity is the LISA automation (MSPPortal) posting the original alert at creation—no human engagement has occurred yet. Because the ticket is so fresh (well under the 2-day threshold for 'unknown'), it meets the 'healthy' threshold despite zero tech activity. However, the CRITICAL priority and the nature of the issue (live machine backup failure) mean Jordan must engage urgently.
Next action
Jordan should investigate the backup failure on machine 40.14 immediately and post a status note confirming the failure details and next steps.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261024-12 — RITO Technologies
This Critical backup ticket was auto-created on 2026-10-24 when the daily backup status check detected a failure for __Kratos.jhb.service-first-gp scheduled on 2026-10-23. The ticket is 1 calendar day old and assigned to Jordan. The timeline shows zero human engagement — no tech notes, no time entries, and no acknowledgement from Jordan. This is still within the expected window for a newly created ticket, though the lack of any response from a technician on a Critical priority issue within 24 hours warrants close monitoring.
Next action
Jordan should post a status note or log a time entry today confirming receipt and indicating whether investigation is underway or what the next step is.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260112-2.283 — RITO Technologies
This ticket opened on 2026-10-24 and is 1 calendar day old. It is assigned to Jordan and in 'New' status with no activity yet. This is normal for a fresh ticket — no engagement has had time to land. The customer's request is clear: validate that unnamed and base groups remain clear on Kaseya.
Next action
Jordan should acknowledge receipt of this ticket with a public note to the customer, confirm the Kaseya groups will be checked, and provide an expected timeline.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261025-2 — RITO Technologies
This Critical priority backup failure ticket was created 2026-10-25 at 08:00 for the IPROFILER machine. The LISA automation posted a public alert this morning (2026-10-26 05:51). Jordan, the assigned technician, has not yet engaged — zero technical notes or time entries are visible. The ticket is under 24 hours old, giving engagement time to develop; however, Critical priority warrants immediate triage from Jordan.
Next action
Jordan should acknowledge and begin diagnosing the IPROFILER backup failure today, then post a public customer update with findings and resolution timeline.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20261025-3 — RITO Technologies
This Critical backup failure ticket was automatically generated on 2026-10-25 when the backup status check detected a failed backup for Andrew Payne's laptop. The ticket is brand new (age 0 days) with Jordan assigned and no timeline activity visible yet. This is normal for a ticket that emerged from automated monitoring this morning. No waiting statuses are active, and the ticket remains in active engagement state.
Next action
Jordan should review and begin diagnostics on the failed backup plan today, then send a public acknowledgment to the customer.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20260112-2.284 — RITO Technologies
This is a brand-new Medium-priority ticket opened on 2026-10-25 requesting Kaseya group maintenance. Jordan is assigned and has not yet had time to respond — entirely appropriate for a ticket that is less than one day old. No waiting statuses are active, and the customer has not posted a follow-up. The ticket is in proper initial state.
Next action
Jordan should acknowledge receipt and confirm understanding of the Kaseya maintenance scope within one business day.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals
20250918-6.014 — Beswick Machinery
This Medium-priority ticket was created Thursday evening (2026-10-23) and is now 2 calendar days old with zero human engagement — no tech notes, no time entries, and no customer follow-up. Jordan is assigned but has not yet acknowledged or begun work. The request itself is straightforward (365 user list with license details) and should be actioned quickly, but the ticket has crossed the 2-day threshold with no visible activity. Depending on timezone and exact timing, this may span a weekend, which would justify the lack of activity, but no engagement milestone has been reached.
Next action
Jordan should acknowledge the ticket and either complete the 365 user list export or send a public note to the customer confirming receipt and providing a delivery timeline by Monday morning.
AI analysis
Not evaluated — this ticket isn't in the stale-ticket AI analysis feed.
Signals