Microsoft 365 license changes for 8 users (deletions, plan migrations, email redirect) requested 2026-10-16, approved 2026-10-23, but remain unexecuted and are now 4 days past the due date.
Root cause
Approved service request has not been actioned by assigned technician. No technical blockers identified; this is a resource/execution gap. Ticket is now 4 days overdue (due 2026-10-20, current date 2026-10-24).
Progress
2026-10-16 14:03 – Lisa Ferguson documented the requested license changes from Veno Murugan (delete 5 users, migrate 2 users to different plans, redirect 1 mailbox). 2026-10-23 18:52 – Lisa Ferguson approved proceeding with all changes. No subsequent work logged.
Remaining work
Delete Microsoft Exchange Online Plan 1 licenses for grace@, ntombi@, tessa@, thelma@tcagroup.co.za
Delete Microsoft Business Standard license for paulry@tcagroup.co.za
Migrate lori-ann@ and winnie@tcagroup.co.za from Business Standard to Exchange Online Plan 1
Configure email forwarding from accounts@tcagroup.co.za to veno@tcagroup.co.za
Verify all changes propagated in Microsoft 365 admin center
Communicate completion to client contact (Veno Murugan via Lisa Ferguson)
20260813-8
Laptop not charging and docking station smoking
Magotteaux Pty Ltd
Justin
high
Escalate
Medium
3.0h estimated
Summary
Employee Vaneshri's laptop became inoperable after docking station failure (smoking); repair assessment sent to DBM in August; now in procurement phase for replacement Lenovo with extended 71-day delay due to supply chain constraints.
Root cause
Electrical fault in docking station PSU causing over-current or short circuit (evidenced by smoking); likely power delivery failure to laptop charging circuit, rendering laptop inoperable. Assessment by DBM appears to have determined device uneconomical to repair, triggering replacement procurement.
Progress
2026-08-19: Laptop sent to DBM (Deep Blue Mobile) for assessment with PSU; CRO 00036085. 2026-08-23: Response received from DBM (details not in notes). 2026-08-31: Collection flagged from craigcor. 2026-09-29 onwards: Replacement procurement initiated by Hannah; Justin provided replacement specs (Ryzen 7 PRO 7840U, 16GB, Win11 Pro, 256GB SSD). 2026-10-01: Quote revised to Ryzen processor (not Intel) and accessories removed per Magotteaux requirements. 2026-10-05: Quote created, then accidentally marked completed. 2026-10-07: Supplier advises T14 unavailable until late November; exact specs quoted with delayed ETA. No time entries logged. Last activity: 2026-10-21 (no note attached).
Remaining work
Obtain final supplier quote with November/December delivery estimate
Secure approval from Magotteaux (Franky) on updated quote and delayed delivery timeline
Place order for replacement laptop
Confirm delivery date and coordinate logistics
Deploy replacement machine to Vaneshri
Arrange return/disposal of damaged original laptop and docking station
Document time spent on procurement activities retroactively
20260727-49
Order - Vodacom Business Internet Fibre 200Mbps Uncapped
BFIH Procurement & Service (Pty) Ltd
Hannah
high
Escalate
Medium
2.0h estimated
Summary
Vodacom business fibre order (200Mbps uncapped) placed 2026-07-27 remains uninstalled after ~87 days; provisioning stalled due to Openserve address validation error and multi-party coordination delays.
Root cause
Three-layer provisioning chain (Stream Group → Vodacom → Openserve) with address/location validation failure on Openserve's side causing technician refusal on 2026-09-17. No evidence in visible notes that Openserve corrected address or reprocessed order after proof of address was submitted 2026-10-07. Notes truncated; cannot confirm whether subsequent supplier communications resolved the issue or if additional blockers exist.
Progress
2026-07-27: Order RT 10029 / SO260728-151652 placed via Stream Group for 387 Devereaux Ave. 2026-08-25/27: Installation scheduled, then rescheduled to 27 Aug; on-site team present but completion status unclear. 2026-09-17: Openserve technician refused to proceed—records showed destination as 'Aloe Rock Gardens' (apartment complex) instead of standalone building; Stream Group confirmed their submission was correct, Openserve error identified. 2026-09-29–10-07: Proof of address requested by Leo, obtained from Pierre/Leano, shared with suppliers. 2026-10-22: Supplier notes 'order has been placed'—unclear if resubmission or status confirmation.
Remaining work
Obtain confirmed installation status and ETA from Openserve/Vodacom; verify address correction in their systems. 2. Resolve resubmission/acceptance of corrected order details. 3. Schedule and complete fibre installation with signed commissioning docs. 4. Customer connectivity testing and sign-off. 5. Invoicing reconciliation (interim 5G device credit if applicable).
20261009-6
Pastel server issues
Ridge Line Roofing
Andre
high
Escalate
Medium
0.8h estimated
Summary
Pastel RDP server at Ridge Line Roofing is unresponsive; ticket open 14 days with zero documented troubleshooting or diagnostics.
Root cause
Cannot determine. No evidence of any diagnostics. Most probable causes (in order): server powered off or crashed, network layer failure (firewall/routing/DNS), RDP service stopped, hardware failure, or resource exhaustion.
Progress
No prior work logged. Ticket created 2026-10-09 08:21, last activity 2026-10-19 07:47 (4 days ago). Assigned to Andre. No notes, no time entries, no diagnostic steps recorded.
Remaining work
Perform immediate triage: verify server power status and LED indicators
Test network connectivity to server (ping, tracert from workstation)
Confirm RDP service (TermService) is running; check Windows Event Viewer for crashes or reboots
Test RDP connection attempt (mstsc /v:serverIP) to isolate client vs. server issue
If unresponsive to network, attempt hardware console access (IPMI/BMC) or request on-site power-cycle
20260818-16
Server not accessible
Laserpac
Andre
high
Needs human
Medium
3.0h estimated
Summary
Server offline since power failure on 2026-08-18; hardware replacement (2KVA UPS, 2x 500GB SSDs) acquired; data migration scheduled for 2026-10-23 at 3pm.
Root cause
Power failure caused unclean server shutdown. Failure to auto-recover after power restoration indicates either file system corruption from improper shutdown, hardware damage (storage subsystem), or network/boot configuration issue. The planned SSD replacement suggests storage subsystem failure or corruption was diagnosed.
Progress
2026-08-18: Power failure reported, server unresponsive after 1+ hour wait. 2026-08-18: Hardware quote sent (UPS, SSDs, installation labor). 2026-08-19: Quote accepted, UPS ordered, SSDs allocated. 2026-08-20: UPS ETA 1st week of September; SSDs tracked with serial numbers. 2026-09-07: Supplier follow-up on UPS status. 2026-09-14: UPS received and added to inventory. 2026-10-22: Andre schedules migration execution for 2026-10-23 at 3pm.
Remaining work
Execute data migration / server setup as scheduled (2026-10-23 at 3pm)
Install 2x 500GB SSDs and verify disk recognition
Install and configure 2KVA UPS
Verify server boots and is network-accessible post-migration
SharePoint restructuring project stalled for 2 months with revised scope from 2026-08-28 not executed, awaiting Tony's review, now due today (2026-10-22) with new analysis requirements added yesterday.
Root cause
Project blocked by missing senior technical approval (Tony's review) despite 2-month elapsed time; scope was revised 2026-08-28 but revised document not included in case file and notes truncated, preventing execution clarity. New analysis requirements added without priority/integration decision. No work plan or task breakdown documented.
Progress
2026-08-24: Tyrone responds to initial request, provides feedback, awaits Tony's guidance. 2026-08-28: Hilda submits revised/alternative SharePoint changes (document not visible—notes truncated). 2026-09-29: Hannah notes Tyrone still waiting for Tony's advice; will discuss with Tony. 2026-10-05: Ticket reassigned to Jordan; Tony requested a report for Hisec's tenant. 2026-10-07: Jordan references SharePoint audit report (SPAudit_hisecwealth_20261006_1040.xlsx) completed on another ticket, notes Tony to review. 2026-10-21: Hannah requests new analysis tasks—age breakdown and space calculations for Kliente Korresponsie migration potential. No time entries logged.
Remaining work
Obtain and review the 2026-08-28 revised SharePoint changes document to clarify final scope (original 4-part request was superseded but details not accessible in truncated notes)
Secure Tony's review and sign-off on SharePoint audit report and proposed changes
Execute clarified SharePoint restructuring: rename existing share points, create new ones, reorganize HTFS folders (per final approved scope)
Complete or defer age/space analysis on Kliente Korresponsie (added 2026-10-21)—clarify if blocking or parallel workstream
Validate all changes with Hilda Parsons and confirm completion against approved scope
20261019-14
Branches can't access fincon
Beswick Machinery
Jordan
high
Needs human
Medium
1.0h estimated
Summary
Multiple branches report inability to access fincon (financial application/system); no diagnostic work has been initiated.
Root cause
Cannot be determined without additional diagnostic data. Possible causes include: network connectivity outage, DNS resolution failure, firewall/access control blocking, server/application unavailability, authentication failure, or recent infrastructure change.
Progress
No prior work logged.
Remaining work
Clarify what 'fincon' is: web application URL, on-premises server, file share path, or cloud SaaS product
Identify affected branches: all branches or specific locations only?
Collect error messages or symptoms from branch users (connection timeout, authentication failure, DNS lookup failure, etc.)
Verify fincon server/service status and recent availability changes
Test network/DNS connectivity from branch location(s) to fincon resource
Check firewall rules and IP whitelisting for branch subnets
Verify user authentication and access control (Active Directory, application permissions)
Review recent changes to infrastructure, routing, VPN, or access policies
20260914-28
6x Loan Laptops | Teddython 2026
Hot Cares
Hannah
high
Needs human
Medium
2.0h estimated
Summary
Procurement of 6 refurbished laptops for Teddython 2026 event (2026-11-06) ordered from Xperien on 2026-09-21, but no delivery confirmation or recent status updates for 7+ days despite event being 17 days away.
Root cause
Supplier delivery timeline not confirmed. Last documented action (2026-09-30) was a request for follow-up on collection readiness, but no supplier response or internal resolution is visible in recent notes. Gap in communication tracking for 7+ days before critical event deadline.
Progress
2026-09-14: Hannah shared supplier price lists and initiated procurement planning. 2026-09-16: Supplier quotes requested. 2026-09-21: Order placed with Xperien; POP sent to supplier. 2026-09-28: Follow-up sent to Xperien; supplier email received (content truncated). 2026-09-30: Lisa requested follow-up on order status and collection readiness. 2026-10-02: Absorbed related ticket 20261001-17. 2026-10-13: Justin posted internal note with image (content unclear). No activity or status confirmation since 2026-10-13.
Remaining work
Obtain confirmed delivery/collection date from Xperien — no status provided since 2026-09-30
Verify laptops meet specifications for event use
Arrange collection/transport logistics if not being delivered
Perform pre-event setup: OS imaging, testing, asset tagging, and configuration
Coordinate handover to Hot Cares team before 2026-11-06
Document serial numbers and loan agreement terms
Confirm receipt and readiness with Hot Cares
20260528-55
Laptop Collection Hardware Audit – 1 x Units
RITO Private Clients
Jordan
high
Escalate
Medium
2.0h estimated
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
20260618-18
Google Account Query
RITO Technologies
Tyrone
high
Needs human
High
2.0h estimated
Summary
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
20260731-21
Cancellation
Devcon Projects
Jordan
high
Escalate
Medium
3.0h estimated
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
20260223-28
MFA Update
Grinding Media South Africa Pty Ltd
MJ
high
Escalate
Medium
0.0h estimated
Summary
Vague MFA configuration ticket with zero logged work over 6+ months; status unclear and requirements undefined.
Root cause
Cannot determine: ticket lacks all documentation. Likely causes: (1) requirements never clarified with customer, (2) ticket deprioritized and forgotten, (3) work completed off-ticket, or (4) blocked on missing information.
Progress
No prior work logged. Ticket created 2026-02-23, last activity 2026-03-04; no notes or time entries present despite In Progress status.
Remaining work
Clarify MFA scope: which users, which devices, which platforms (Azure AD, O365, VPN, etc.)?
Confirm Conditional Access requirement is still current or if it has been completed elsewhere