Engagement

Lisa Ferguson (assigned tech) demonstrated active engagement as recently as 2026-10-22, when she confirmed payment for ordered components and noted the ticket is awaiting vendor delivery. Over the 10-day ticket lifecycle, she coordinated with Tyrone and Hannah to procure a network switch, PoE injector, and two WiFi access points to address Derek's lightning-damaged network. The ticket transitioned to 'Pending - Stock Arrival' status only 0.75 days ago, appropriately reflecting the vendor-waiting phase. However, Derek has received only one public communication in 10 days (2026-10-14)—a simple order confirmation. The team subsequently added WiFi APs to the solution scope (2026-10-20–21) but did not notify the customer, leaving him unaware of the expanded plan.

Lisa Ferguson should send a public customer note today confirming the complete solution scope (switch + PoE injector + WiFi APs), providing expected delivery dates for each component, and outlining the installation plan once items arrive.

Work is divided across three technicians (Tyrone requesting components, Hannah coordinating quotes and orders, Lisa handling payments and confirmations) but no ticket reassignments or ping-pong pattern visible.