Engagement

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.

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.

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.