VoIP migration for JAC Motors SA (Lanseria) stalled—number porting was scheduled for 2026-09-07 but no activity logged for 37 days; current blocker unknown.
Root cause
Ticket stalled post-scheduling with no documented follow-up for 37 days. Likely causes: (1) port was completed but verification never performed, (2) port failed with no retry initiated, (3) customer access not provided and ticket deprioritized, or (4) internal handoff break between Lisa (sales/coordination) and Tyrone (technical). Truncated notes prevent definitive determination.
Progress
2026-08-12: Lisa creates ticket, notifies provider of requirements (1 port + 12 extensions). 2026-08-13–14: Lisa requests documentation from customer (Gys). 2026-08-17: Approval to proceed with setup. 2026-08-25: Porting documents received from customer, forwarded to vendor. 2026-08-26: Tyrone emails customer requesting equipment access for configuration. 2026-09-01–02: Internal approval chain for porting (Lisa ready → Tyrone approves). 2026-09-03: Lisa authorizes porting to proceed. 2026-09-04: Lisa sends follow-up to BVS (vendor). 2026-09-07: Lisa notifies customer porting scheduled for that date. Last activity: 2026-09-08 (37 days ago with no resolution documentation).
Remaining work
Confirm with vendor (BVS) whether number port succeeded on 2026-09-07; retrieve port completion details or error logs if failed
Verify customer (Gys) has provided network equipment access requested on 2026-08-26 for extension configuration
If port succeeded: test all 12 extensions and confirm functionality
If port failed or configuration incomplete: identify blocker and restart process
Customer requests updates to billing contact across multiple Google Accounts and audit of all organizational Google Accounts; ticket unresolved after 4+ months with ambiguous completion status and no time entries logged.
Root cause
Task completion undocumented and unverified; no time entries recorded despite 116-day ticket age; scope expanded (Altum life added Sept 2026) without closure on original requests; final verification and customer confirmation steps incomplete; ticket remains in Pending status with no activity for 6 days.
Progress
2026-07-23: Lisa escalated via phone call—non-receipt of monthly invoices and requested account audit. 2026-07-30: Lisa repeated same request. 2026-09-21: Jordan expanded scope to include Altum life. 2026-10-08: Tyrone posted image snapshot of Altumlife (actual completion unclear).
Remaining work
Confirm completion status for original three accounts (Wellmax, RITO Tech, Craigcor)—verify invoice contact updated to lisa@rito-tech.co.za
Audit all Google Accounts associated with RITO Technologies organization to identify any accounts not listed by customer
Complete billing contact update for Altum life and any additional accounts identified in audit
Compile final inventory of all Google Accounts with current billing contact assignments
Send completion summary and account inventory list to Lisa Ferguson for sign-off
User experiencing recurring pop-up when opening Outlook; internal notes indicate archive configuration is the intended fix, but work has not yet been initiated.
Root cause
Most probable: In-Place Archive mailbox not enabled or archive settings misconfigured in user's Outlook profile. Root cause cannot be definitively confirmed without diagnostic details about the pop-up message content.
Progress
2026-10-19: Justin Marx created ticket after Thandeka reported recurring Outlook pop-up. Internal note instructs assigned technician Tyrone to enable archive and close ticket. No prior work logged.
Remaining work
Obtain specific details about the pop-up message/content from user
Confirm current Outlook version
Verify whether archive mailbox is enabled in Exchange Admin Center
Enable In-Place Archive if not already provisioned
Apply/sync archive settings to user's Outlook profile
Test Outlook restart to confirm pop-up is resolved
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.
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
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
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
Sales quote coordination ticket for rack-mounted server system (server + NAS + licensing) for Electrocomp; quotes sourced from multiple vendors and internal review scheduled.
Root cause
Not applicable—this is a sales/quote coordination process ticket, not a technical issue.
Progress
2026-09-03: Hannah creates ticket requesting quote for rack-mounted server. 2026-09-09–2026-09-17: Hannah initiates contact with Pinnacle (vendor), obtains Electrocomp contact (Julian Osner) for deal registration. 2026-09-17: Hannah communicates requirements to Pinnacle: half RAM, Microsoft Server license, SQL license, ~40 Pastel users, plus setup fee. 2026-09-18: Jordan requests Synology NAS quote (DS223j with 2x 6TB drives) from PC International. 2026-09-21: Hannah requests NAS quote from PC International. 2026-09-22: PC International quote received; Hannah follows up with Pinnacle vendor (Fourie) for updated server quote. 2026-09-29: Updated Pinnacle quote delivered to Jordan. 2026-10-05: Hannah schedules Tony–Jordan review meeting for 2026-10-06 at 15:00.
Remaining work
Conduct internal review meeting (Tony & Jordan) on 2026-10-06 at 15:00 to select preferred quote configuration. 2) Finalize Dell deal ring-fence and Pinnacle deal registration (referenced early in ticket but not documented as complete). 3) Consolidate selected quotes into formal customer-facing proposal. 4) Obtain Tony's approval before sending to customer. 5) Submit final quote to Electrocomp for customer approval.