Engagement

This ticket is 35 days old with an event deadline of 2026-11-06 (17 days away). Hannah, the assigned tech, actively managed the order through 2026-09-21, placing it with the supplier. Lisa Ferguson then coordinated with Xperien from 2026-09-21 through 2026-09-30, chasing delivery status. Jordan merged a duplicate ticket on 2026-10-02 (internal note). Justin posted an image-only note on 2026-10-13. The last tech activity was 6.78 days ago (approximately 5 business days), which puts the ticket in the drifting window. Hannah has not posted or logged time in 29 days, and no public customer update has been sent since the order was placed. It is unclear who currently owns tracking the supplier delivery or preparing the laptops for the event.

Hannah should post an immediate internal status check today: confirm current delivery status from Xperien (expected arrival, condition, receipt plan) and set a final prep deadline before 2026-11-06. If Hannah is no longer responsible, she must explicitly reassign the ticket to the owner and post a public customer update with the timeline.

Four different technicians (Hannah, Lisa Ferguson, Jordan, Justin) have posted notes without visible reassignments. The ticket remains assigned to Hannah despite work shifting between multiple people over a month. This creates unclear ownership and no clear handoff trail.