Customer requests a report listing all Office 365 users with license counts, expiry dates, and current assignees for CraigCor Distribution.
Root cause
Not applicable — this is a service request (reporting/administrative task), not a technical issue. Customer requires visibility into their Office 365 licensing and user assignment state.
Progress
No prior work logged. Ticket created 2026-10-23 21:00 and assigned to Jordan, but no notes or time entries exist yet.
Remaining work
Confirm access to customer's Office 365 admin portal (user/license management)
Query user and license inventory (assigned vs. available license count)
Document license expiry dates for each assigned license
Identify and list current assignee for each license
Format report/list in agreed-upon format (spreadsheet, email summary, etc.)
Deliver to requestor and confirm completeness
20261023-10
Procurement request | Sellotape
RITO Technologies
lisaferguson
low
Escalate
Medium
0.1h estimated
Summary
Procurement request for office supplies (sellotape) incorrectly routed to IT support queue
Root cause
Ticket miscategorized and routed to IT support rather than procurement or facilities management — this is an administrative office supplies request, not a technical issue
Progress
No prior work logged.
Remaining work
Verify this ticket belongs in the IT support system or should route to Procurement/Facilities/Office Management
If IT is not the right owner, reassign or close with direction to correct department
If IT is responsible, obtain procurement cost estimate and process through appropriate purchase order channel
20261023-9
Order - New probe and Toner order
RITO Technologies
lisaferguson
low
Needs human
Medium
0.3h estimated
Summary
Procurement request with product mismatch: ticket describes ordering 'probe and toner' but product link references 'Aneng M469A Network Cable Finder'; order status shows 'Pending - Stock Arrival'.
Root cause
Unclear specification in procurement request—ticket subject/description ('probe and toner') does not match the product link provided (Network Cable Finder tool). No visibility into which product was actually ordered based on the phone conversation due to truncated notes.
Progress
2026-10-23 12:24 UTC: Lisa Ferguson logged a phone call with Jordan Hulbert and updated ticket status to 'Pending - Stock Arrival', indicating an order has been initiated. Full conversation notes are truncated—unable to determine which product was actually ordered or if the mismatch was already discussed.
Remaining work
Verify correct product requirement (probe/toner vs. network cable finder) before stock arrives; if wrong item was ordered, cancel/amend order immediately; track delivery status and notify stakeholder upon arrival.
20261022-10
Order - 2 x Boxes of Laptop Backpacks
RITO Technologies
lisaferguson
low
Needs human
Medium
1.0h estimated
Summary
RITO Technologies has placed a procurement order for 2 boxes of laptop backpacks with supplier Mustek (order RT10138) and is awaiting vendor confirmation and delivery arrangement.
Root cause
Not applicable — this is a procurement/sales activity, not a technical support issue.
Progress
2026-10-22: Lisa Ferguson (ticket creator/assignee) sent order email to Mustek. 2026-10-23: Response note created (content truncated), no additional action visible. No time entries logged.
Remaining work
Obtain written order confirmation from Mustek with expected delivery date
Confirm delivery address and contact details with vendor
Track shipment status with Mustek
Verify receipt of goods upon delivery
Close ticket and archive order documentation
20261020-12
Order - EATON 2.2KVA UPS
Nkunzi Pharmaceuticals (Pty) Ltd
lisaferguson
low
Needs human
Medium
4.0h estimated
Summary
Procurement ticket for a 2.2KVA UPS unit approved and ordered from vendor; stock not yet received as of 2026-10-23 and awaiting vendor confirmation.
Root cause
Not applicable — this is a procurement process ticket, not a technical fault. Stock simply has not yet arrived at vendor warehouse as of ticket date.
Progress
2026-10-20: Lisa Ferguson created ticket with approved quote and POP sent to vendor (ETA 1-2 days). 2026-10-22: Initial vendor follow-up initiated, awaiting response. 2026-10-23: Confirmed stock has not arrived at vendor yet; continued follow-up in progress.
Remaining work
Confirm stock arrival date with vendor. 2. Arrange shipment to customer location (Nkunzi Pharmaceuticals Main). 3. Receive and inspect UPS unit. 4. Schedule on-site installation and power integration. 5. Test and verify functionality. 6. Close ticket upon successful deployment.
20261023-8
Procurement request | USB to RJ45 Console Cable
RITO Technologies
lisaferguson
low
Needs human
Medium
0.3h estimated
Summary
Procurement request for a USB-to-RJ45 console cable from cables.co.za for workshop use.
Root cause
Not applicable — this is a procurement request, not a technical issue.
Progress
No prior work logged.
Remaining work
Verify product availability and pricing at provided link
Place purchase order through appropriate vendor
Process payment and obtain invoice
Track delivery and confirm receipt
Update ticket with delivery confirmation
20261022-15
Connect printer to new laptop | Patrick's Silver lakes house
Magotteaux Pty Ltd
Justin
low
Needs human
Medium
0.8h estimated
Summary
Scheduled service request to install a printer on Patrick's new laptop at Silver Lakes house on 2026-10-30.
Root cause
No root cause analysis applicable — this is a proactive service request with no reported technical issue.
Progress
No prior work logged. Ticket created 2026-10-22 by Justin Marx to schedule printer installation appointment.
Remaining work
Confirm with Patrick: printer model, new laptop OS (Windows/macOS), and connectivity type (USB/network/wireless)
Stage appropriate drivers for the confirmed printer and OS combination
Execute on-site installation visit on 2026-10-30
Verify print functionality post-installation
Document installation completion and any non-standard configuration
20261001-35
Order: Refurbished Dell Latitude 5530 Laptop | Billy Mabelane
Octagon Business Solutions (Pty) Ltd
lisaferguson
low
Needs human
Medium
1.5h estimated
Summary
Hardware procurement order for refurbished Dell Latitude 5530 laptop for Billy Mabelane; order placed with supplier Xperien on 2026-10-21, awaiting stock arrival (ETA 5-7 days from 2026-10-22).
Root cause
Not applicable—this is a hardware procurement fulfillment ticket triggered by Windows 10 End-of-Support Audit (ticket 20260929-5), not a technical fault.
Progress
2026-10-06: Hannah requested supplier quotes. 2026-10-07: Hannah sent two quotes to Billy (Refurbished Dell QUO0006503 and New Lenovo QUO0006508). 2026-10-19: Hannah closed due to customer non-response. 2026-10-21: Order placed with Xperien for QUO0006503 (Refurbished Dell, Carry Bag, Cleaning Kit); logged to Orders spreadsheet. 2026-10-22: Lisa confirmed POP sent to Xperien; called Billy advising vendor awaiting stock confirmation, ETA 5-7 days.
Remaining work
Follow up with Xperien (by ~2026-10-29) if stock availability confirmation not received
Receive shipment and inspect for matching spec (i7, 32GB RAM, 512GB SSD) and condition
Stage device: unbox, power-on test, asset tagging per Octagon policy
Coordinate delivery/collection with Billy Mabelane at Octagon Main location (LocationId 96316)
Obtain delivery confirmation and formally resolve ticket
20261020-17
Server Setup and Maintenance - Project Link - Potential New Business
RITO Private Clients
Jordan
low
Needs human
Medium
0.8h estimated
Summary
Sales inquiry from Project Link requesting managed server setup and maintenance services to enable Python code execution; seeking service availability and pricing model.
Root cause
Not applicable—this is a sales inquiry, not a technical incident. Customer requires clarification on RITO's managed server offerings and pricing.
Progress
2026-10-20: Lisa Ferguson received inquiry from Werner Meyer (Project Link). Lisa responded indicating Jordan has been copied to discuss requirements and service feasibility (note marked truncated — full conversation details not visible).
Remaining work
Jordan to contact Werner Meyer (+27 82 853 7482 or +27 12 660 0010) for discovery call
Clarify technical requirements: server OS preference, Python version, framework, scale, performance SLA, compliance needs
Assess whether RITO offers managed server services including ongoing patching and maintenance
Determine if RITO has capacity and pricing model for this service type
If feasible: develop and send formal proposal with pricing and SLA terms
If not feasible: refer customer to suitable alternative provider
Procurement order for refurbished Lenovo desktop and dual 22" monitors awaiting stock arrival (ETA 2026-10-27) and subsequent setup for Adél Beukes.
Root cause
Not applicable — this is a procurement ticket, not a technical issue. Equipment is en route; no technical diagnosis required.
Progress
2026-10-20 14:23: Lisa Ferguson confirmed order with supplier Xperien, POP sent, ETA obtained (27 Oct). 2026-10-20 14:23: Client notified of confirmed delivery/installation date.
Remaining work
Receive and inspect equipment delivery (expected 2026-10-27)
Unbox and physically assemble desktop and monitors
Power on and test all hardware for functionality
Install OS and apply base configuration/security patches
Install required software and user-specific applications
Perform handoff to Adél Beukes with training on new equipment
Confirm completion and update Corné de Villiers with final delivery details
20261015-7
Kerio Control Subscription Renewal - African Rainbow Minerals
CraigCor Distribution Co. (Pty) Ltd
lisaferguson
low
Needs human
Medium
0.3h estimated
Summary
Kerio Control subscription renewal quote sent to African Rainbow Minerals; awaiting customer approval and purchase order.
Root cause
This is a sales/administrative process ticket, not a technical issue. The 'issue' is customer approval and order completion dependent on external stakeholder action.
Progress
2026-10-15: Lisa Ferguson created ticket with quote for 1-year and 2-year subscription renewal options. No additional work logged since creation.
Remaining work
Follow up with customer (African Rainbow Minerals) on quote approval status
Obtain signed purchase order from customer
Process subscription renewal in Kerio Control licensing system
Confirm renewal start date and activate new subscription license
20261019-28
Laptop Wipe & Reload – Derek Viljoen's Old Laptop for Helen Viljoen
Service First GP (Pty) Ltd
Andre
low
Needs human
Medium
2.5h estimated
Summary
Routine hardware refresh: Derek Viljoen's old laptop requires factory reset, OS reload, and reassignment to Helen Viljoen with asset tagging.
Root cause
Not a technical issue. Routine hardware lifecycle management: Derek's old laptop is being repurposed following his equipment upgrade (Lenovo Legion ordered 2026-09-22).
Progress
No prior work logged.
Remaining work
Physically locate and access Derek's old laptop
Perform full wipe/factory reset of existing OS and data
Install clean operating system and baseline business software
Create Helen Viljoen user account with network permissions
Configure VPN and network access
Apply R-number asset inventory tag to hardware
Run hardware diagnostics (memory, storage, peripherals)
Update asset management system: reassign from Derek to Helen
20260903-23
Loan laptop for Tony R10188
Octagon Business Solutions (Pty) Ltd
lisaferguson
low
Needs human
Medium
0.3h estimated
Summary
Laptop loan deployment (R10188) for Tony at Octagon — device deployed and actively in use; ticket remains open without documented return date or closure conditions.
Root cause
Not a technical issue. This is an equipment deployment request that has been successfully fulfilled. Laptop R10188 is deployed and in active use. No technical problem exists.
Progress
2026-09-17: Lisa Ferguson confirmed laptop R10188 designated for Tony. 2026-09-30: Lisa confirmed device setup maintained at Octagon. 2026-10-05: Internal note — Lisa confirmed with Tony loan should not be invoiced. 2026-10-16: Lisa confirmed loan laptop remains in active use at Octagon.
Remaining work
Establish and document agreed-upon loan end date or return trigger
Confirm return/handoff procedure with Tony and Octagon
Close ticket or transition to asset-tracking status once loan period ends
Retrospectively log time entries for deployment and configuration work
20260112-2.282
Check Unnamed Group
RITO Technologies
Jordan
low
Needs human
Medium
0.8h estimated
Summary
Recurring administrative request to check and maintain Kaseya device groups, with vague acceptance criteria.
Root cause
Ambiguous or incomplete service request — the ticket does not specify what condition triggers completion or what 'clear' operationally means in this context.
Progress
No prior work logged. Ticket created 2026-10-23, assigned to Jordan, but remains in 'New' status with no notes or time entries as of 2026-10-26.
Remaining work
Clarify what 'remain clear' means — are unnamed/base groups supposed to be empty, or is this about organization/compliance?
Define acceptance criteria (e.g., no orphaned devices, groups conform to specific structure, unused groups archived)
Audit Kaseya unnamed and base groups against current state
Document findings and any cleanup actions taken
Confirm with requester that the task is complete
20250918-6.014
365 user list - Beswick
Beswick Machinery
Jordan
low
Needs human
Medium
0.8h estimated
Summary
Recurring administrative request to generate a Microsoft 365 user and license inventory report for Beswick Machinery, including total assigned/available licenses, expiry dates, and license assignees.
Root cause
Not applicable — this is an administrative reporting request, not a technical incident.
Progress
No prior work logged. Ticket created 2026-10-23, assigned to Jordan. A nearly identical ticket (20250918-6.012) exists in account history, marked Completed on 2026-08-23.
Remaining work
Access Beswick's M365 tenant and export current user list with license assignments
Pull subscription and license expiry dates from M365 admin portal
Calculate totals: available licenses vs. currently assigned
Compile into structured report (spreadsheet preferred) with user-to-license mapping