Equipment box verification and preparation for Teddython 2026 event (6 November) in progress; physical inventory check mostly complete, procurement gap-filling underway, pending layout confirmation and delivery verification.
Root cause
Not applicable — this is event preparation and logistics coordination, not a technical failure. Progress is on track but contingent on external inputs (layout change, supplier delivery, testing completion).
Progress
2026-09-17: Justin requests checklists; Lisa directs to Teams channels. 2026-09-28: Justin commits to completion by end of week. 2026-10-19: Hannah provides two SharePoint sources (Justin's checklist and Tyrone's stock requirements) and asks Lisa to reconcile and order gaps. 2026-10-23: Lisa reports boxes checked against requirements; 24-port PoE switch sent to Justin for testing; ext cables and cable ties ordered from Takealot for Monday delivery; Tyrone has changed event layout and will advise on additional items needed.
Remaining work
Receive confirmation from Tyrone on additional equipment required due to layout change
Verify delivery and receipt of ext cables and cable ties on 2026-10-26
Obtain testing sign-off from Justin on 24-port PoE switch functionality
Perform final equipment box verification against reconciled (Justin + Tyrone) checklist plus layout-driven additions
Confirm all items present, functional, and packaged for transport to event venue by 2026-11-05
20261022-20
ICT Globe Service Cancellation - Star919 OR#136015
Gauteng Media Development Project
lisaferguson
medium
Needs human
Medium
0.8h estimated
Summary
ICT Globe service cancellation with number port already completed; awaiting confirmation of supplier response and port completion.
Root cause
Not applicable — this is an administrative service management task, not a technical incident. The cancellation and port were intentionally initiated by the customer.
Progress
2026-10-23T11:54: Lisa Ferguson emailed cancellation letter to cancellations@ictglobe.com. 2026-10-23T12:01: Follow-up public note sent. 2026-10-23T18:51: Supplier response received (content truncated).
Remaining work
Review full supplier response to confirm port completion status and any outstanding actions required
Verify new carrier has successfully received the ported number
Confirm ICT Globe account is fully deactivated and any final billing/invoicing is settled
Document port completion in customer records and close ticket with confirmation to account holder
20261016-1
Setup laptop as spare
ChilliBlu Consulting (Pty) Ltd
Justin
medium
Needs human
Medium
0.5h estimated
Summary
Configuration request to upgrade and set up a spare laptop with 1TB SSD, 16GB RAM, and a new user profile for Derek; laptop currently exhibits constant fan activity that may require attention.
Root cause
Cannot determine from visible evidence. The ticket is fundamentally a configuration/procurement request awaiting customer confirmation. The fan issue mentioned on 2026-10-15 is unexplained—likely thermal paste degradation, dust, or undersized cooling for the intended workload, but requires diagnostics to confirm.
Progress
2026-10-22: Justin sent clarification email to Marieke. 2026-10-23: Justin sent follow-up email. Ticket remains in 'Waiting For Customer' status with no customer response logged.
Remaining work
Obtain customer confirmation and response to emails sent 2026-10-22 and 2026-10-23
Confirm exact current laptop specifications (SSD capacity, RAM, model) from the email attachments
Diagnose the fan behavior—run thermal diagnostics (CPU temperature, fan RPM) and assess whether thermal paste, dust accumulation, or thermal throttling is the cause
Confirm hardware upgrade feasibility (SSD and RAM upgrade compatibility and availability)
If approved: procure 1TB SSD upgrade and verify RAM upgrade compatibility
Deploy/configure OS and create user profile for Derek with AI development environment
Test system under intended AI workload to verify thermal stability and performance
20261021-16
Bullphish Result Investigation – Maritia | Hisec
Hisec Wealth & Financial Services
Tyrone
medium
Needs human
Medium
0.8h estimated
Summary
Investigation of Bullphish click record for Maritia to determine whether click was genuine user action, automated email security scanning, or link processing during forwarding.
Root cause
Cannot be determined without Bullphish event data and email logs. Most probable candidates: (1) Email security scanner (Safe Links, Proofpoint) automatically clicked link during content scanning before delivery, (2) RITO mail gateway scanned link during forwarding process, (3) Maritia clicked link despite contradicting claim.
Progress
No prior work logged.
Remaining work
Retrieve Bullphish event details for Maritia's click: exact timestamp (to seconds), source IP, user agent, and device/browser type
Query RITO email server logs for Maritia's forwarded email to helpdesk@rito-tech.co.za: arrival timestamp and source IP
Confirm whether RITO uses email security with automatic link scanning enabled (Safe Links, Proofpoint, Mimecast, etc.)
Compare click timestamp and source IP against forwarding timestamp and RITO gateway/mail security IPs to isolate origin of click
Document findings and provide definitive conclusion to Hilda on whether Bullphish result is accurate, false positive, or scanning artifact
20261022-14
Can't connect to private wifi.
Magotteaux Pty Ltd
Justin
medium
Escalate
Medium
2.0h estimated
Summary
Two users (Vaneshri and Ashley) unable to connect to private wifi; diagnostic images generated but findings not documented in text; ticket awaiting escalation to Belgium.
Root cause
Cannot determine. Diagnostic images exist but content is inaccessible; likely candidates include private wifi network misconfiguration, authentication failure on both devices, or device-specific driver/certificate issue post-location change.
Progress
2026-10-22 13:02: Justin posted diagnostic images
2026-10-23 07:57: Cedric provided update with additional diagnostic image
2026-10-23 12:43: Messages sent to both affected users
No time entries logged. Escalation to Belgium not evidenced.
Remaining work
Escalate to Belgium team as originally requested; 2. Document findings from diagnostic images in text form (currently unreadable); 3. Determine if issue is infrastructure-wide or device-specific; 4. Confirm which private wifi network(s) are affected; 5. Verify network settings on both machines post-Ashley's location move; 6. Test connectivity or receive remediation confirmation from users.
20260623-80
VoIP Migration - AGG NORTHCLIFF (PTY) LTD T/A JAC MIDDELBURG
Z-Group Pty Ltd
lisaferguson
medium
Escalate
Medium
2.0h estimated
Summary
VoIP migration for JAC Middelburg (Northcliff) blocked on vendor number porting; ticket 4 months old and 3 days overdue.
Root cause
Vendor (BVS) number porting for 013 880 1848 is incomplete. Project scope shifted mid-stream from 'new number' allocation to 'port existing number', extending timeline from August into October. No documented escalation or status check with BVS in the past 8 days despite overdue date.
Progress
2026-06-23: Client requests new VoIP number (no porting). 2026-07-20–08-05: Lisa follows up for site setup form repeatedly. 2026-08-12: Form received; forwarded to BVS vendor. 2026-08-12–13: Vendor SLA signed. 2026-08-14: New number allocated (27100072511) by BVS. 2026-08-26: Tyrone requests equipment access from client. 2026-09-01: Scope clarified—three concurrent migrations (Ontdekkers live, Lanseria porting in progress, Middelburg). 2026-10-15: Client clarifies requirements; documents sent to BVS for number porting (013 880 1848). 2026-10-23: Current status—awaiting vendor completion of 013 880 1848 port-in. No escalation or follow-up in past week.
Remaining work
Obtain status from BVS on 013 880 1848 number porting completion
Confirm port-in completion and receive VoIP credentials/settings from vendor
Schedule and execute on-site configuration at JAC Middelburg (7 July St, Middelburg)
Configure PBX extensions and call routing per provided directory (Press 1 Sales, Press 2 Used Vehicles, Press 3 Admin)
Test inbound calls, extensions, and voicemail functionality
Coordinate client training/handover
20261021-10
Rocketseed update - Craigcor
CraigCor Distribution Co. (Pty) Ltd
Tyrone
medium
Escalate
Medium
0.8h estimated
Summary
Customer requests configuration of CraigCor's Rocketseed email signature to match Francois's signature template.
Root cause
Not applicable — this is a service request (configuration task), not a technical malfunction.
Progress
2026-10-21: Jordan received phone call and documented reference signature (note contains template image/details, but truncated). Ticket escalated to service provider. No technical work or remediation logged since creation.
Remaining work
Retrieve complete template specifications (ticket notes truncated — obtain full Francois signature design if not fully visible)
Verify Rocketseed platform access and current configuration state for CraigCor domain
Apply/configure signature template in Rocketseed administration portal
Test signature rendering on outbound email from CraigCor account(s)
Confirm deployment meets customer expectations and close request
20261014-10
Studio VoIP Telephone Services
Hot 1027 FM
Tyrone
medium
Needs human
Medium
2.5h estimated
Summary
Incomplete VoIP provisioning service request: 8 lines required (7 in hunt group + 1 independent), 3 credentials secured but full configuration and allocation not yet verified or implemented on Axia system.
Root cause
Service provisioning incomplete: partial credentials obtained (3 of 8 lines) but stored in non-machine-readable image format; full line allocation not verified; Axia system configuration not yet performed or reported. This is an operational workflow gap, not a technical defect.
Progress
2026-10-14 14:10 — Tyrone created ticket requesting additional SIP/number allocation from ICT. 2026-10-14 14:15 — Lisa Ferguson provided external update: numbers secured and allocated, included 3 images with credential details. 2026-10-14 14:19 — Lisa noted repeat invoice updated for 3 VoIP numbers. No further activity logged in 9-day gap (last note 2026-10-14, ticket modified 2026-10-23). No time entries recorded.
Remaining work
Extract all 8 sets of SIP credentials from the 3 images into text/tabular format (currently only 3 of 8 documented; images are not auditable/searchable)
Confirm all 8 VoIP lines are actually provisioned and allocated by the carrier (notes mention '3 x VoIP Numbers' but requirement is 8 total)
Configure all 8 SIP registrations on Axia telephony system with correct parameters
Configure hunt group across the 7 listener lines with the main public number
Verify 8th line is registered separately and excluded from hunt group
Test incoming calls to main hunt group number; verify simultaneous call handling across 7 lines
Test independent hotline for outbound and inbound direct access
Document final working configuration for client records and future reference
20260928-11
Loan Laptop - Billy
Octagon Business Solutions (Pty) Ltd
lisaferguson
medium
Needs human
Medium
1.0h estimated
Summary
Billy's Octagon laptop screen damaged by accidental phone impact; replacement order placed but customer not yet informed of decision, cost, timeline, or loaner unit status.
Root cause
Physical LCD panel damage from accidental phone impact; operational failure: incomplete asset documentation and absence of customer communication on repair decision and timeline despite lapse of 25+ days.
Progress
2026-09-28: Billy reported accidental screen damage and requested assessment, cost estimate, timeline, and temporary workaround options. 2026-10-22 07:38:40: Lisa Ferguson noted ticket covers broken laptop in workshop plus loaner unit at client; replacement quote accepted and order placed on ticket 20261001-35; reassigned to Jordan. 2026-10-22 07:41:16: Lisa identified missing machine documentation for Billy's laptop. 2026-10-22 07:45:08: Jordan requested complete laptop specs and attachment. 2026-10-22 14:08:03: Justin allocated R-Number asset tag. No activity since 2026-10-22; Billy has received no response to original questions for 25+ days.
Remaining work
Complete and attach Billy's laptop documentation (model, serial number, asset tag, damage photos) to ticket
Retrieve replacement order details from ticket 20261001-35 (vendor, cost, delivery ETA)
Communicate to Billy: confirmation of replacement vs. repair decision, itemized cost, expected turnaround time, current loaner unit deployment status, and replacement delivery logistics
Confirm loaner unit is operational and deployable
Update ticket status and close once replacement unit is delivered and Billy acknowledges receipt
20261022-7
Can't receive emails from @magotteauxgmsa.co.za
Magotteaux Pty Ltd
Justin
medium
Escalate
Medium
0.8h estimated
Summary
User at Magotteaux cannot receive invoices from Debtors@magotteauxgmsa.co.za; emails confirmed sent and left GMSA/Mimecast but not appearing in user's mailbox.
Root cause
Emails are successfully leaving GMSA/Mimecast but failing delivery at Magotteaux recipient mail server or being filtered/quarantined on the receiving side; likely causes are: (1) inbound mail filtering rules on Magotteaux server, (2) SPF/DKIM/DMARC authentication failure, (3) DNS/MX configuration issue on Magotteaux domain, or (4) connector/routing rule blocking GMSA sender domain.
Progress
2026-10-19: Malembe reports last email received 2026-08-24; invoices dated 2026-08-31 never arrived. Lourens (SCAW) provides full list of missing invoices from Debtors Department. 2026-10-19: Lukhanyo (CITSUP) confirms via Mimecast archive search that mails were delivered FROM Mimecast. 2026-10-19: Miguel Jackson (GMSA IT) runs message trace on MGMSA tenant and cannot verify delivery TO malembe.hlabangwane@magotteaux.com mailbox. 2026-10-22: Justin creates Solman ticket with evidence.
Review Magotteaux inbound SMTP/mail gateway logs for delivery attempts from GMSA domain (check for rejections, NDRs, or filtering rules)
Verify DNS records for magotteaux.com (MX, SPF, DKIM, DMARC) for any validation failures blocking GMSA sender
Review any transport rules or connectors on Magotteaux mail server that might quarantine or redirect emails from @magotteauxgmsa.co.za sender domain
Confirm SPF/DKIM/DMARC alignment for Debtors@magotteauxgmsa.com sender on GMSA side
Coordinate with Magotteaux IT to check if there is a mail connector issue or IP reputation/blocking between the two organizations
20260914-20
DO NOT BILL - Files missing after moving files to one drive
Amalgamated Nursing Services CC
Justin
medium
Escalate
Medium
2.0h estimated
Summary
Files reported missing after OneDrive migration for user Amanda; ticket stalled 40+ days with no technical investigation performed.
Root cause
Cannot determine without device access and investigation. Possibilities: incomplete migration (files left on old system), OneDrive sync failure, user permission/visibility issue, or actual data loss during migration process.
Progress
2026-09-22: Justin spoke to Amanda; arranged for device drop-off via Prudence. 2026-10-14: Justin notes ticket pending Amanda sending machine. No technical work logged; no time entries recorded.
Remaining work
Obtain Amanda's device from customer (promised Sept 22, status unknown). 2. Examine OneDrive sync status, settings, and local file system. 3. Search for missing files in OneDrive, local storage, and Recycle Bin. 4. Determine if files were migrated, left in place, or deleted during process. 5. Execute recovery or re-sync strategy. 6. Verify Amanda's access to recovered/synced files. 7. Document root cause of migration failure.
20260921-24
Outlook keeps on restarting
ChilliBlu Consulting (Pty) Ltd
Justin
medium
Needs human
Medium
0.8h estimated
Summary
Outlook repeatedly crashes; technician diagnosed failing NVMe drive and ordered replacement, which was collected 2026-09-25, but customer confirmation of receipt, installation, and issue resolution remain unverified.
Root cause
Failing NVMe storage causing system instability and application crashes including Outlook. However, diagnostic methodology is not documented—no SMART data, error logs, or explicit failure symptoms cited in ticket notes.
Progress
2026-09-21: Ticket opened; customer reports Outlook restarting mid-email | 2026-09-22: Justin diagnoses failing NVMe and requests replacement quote from Hannah | 2026-09-22: Quote QUO0006475 shared; customer accepts; order placed with PC Int | 2026-09-25: Replacement part collected from supplier and logged in database | 2026-09-29: Email sent to customer | No follow-up or activity for 24 days; ticket stalled in 'Waiting For Customer' status with no time entries logged.
Remaining work
Contact customer to confirm 2TB NVMe was received
Verify drive was installed (or schedule installation if still pending)
Confirm Outlook no longer crashes and is stable for at least 24 hours post-replacement
If crashes persist after drive replacement, escalate for investigation of software root causes (Outlook corruption, add-in conflicts, Exchange connectivity, Windows Event Viewer logs)
20261023-15
Please set up Charl’s profile
Hisec Wealth & Financial Services
Justin
medium
Needs human
Medium
0.8h estimated
Summary
Request to load a user profile (Charl) onto a reassigned laptop with SharePoint access, but the request lacks critical clarifying details about profile scope, SharePoint requirements, and device readiness.
Root cause
Incomplete ticket specification. Requester has not provided sufficient detail on what constitutes 'Charl's profile,' which SharePoint sites are involved, or what state the target device is in. The phrase 'with the two SharePoint' is grammatically incomplete and ambiguous.
Progress
No prior work logged.
Remaining work
Contact requester (Hardus Smith) to clarify what 'Charl's profile' includes and which specific SharePoint sites require access
Verify device (Tanya's old laptop) meets security baselines and is enrolled in management systems
Confirm authorization for Charl to access this device given recent account security incidents (dark web compromise, stolen device)
Determine if manual profile setup or migration tools are appropriate
Execute profile migration/configuration once requirements are clear
Test SharePoint access and validate all configured services
20261020-2
WIFI EXTENDER FOR GUARD HOUSE
Hot 1027 FM
Hannah
medium
Needs human
Medium
4.0h estimated
Summary
Customer requires WiFi extender installation at guard house to support new biometric scan-in/out system; equipment and cabling quotes have been sourced and shared with customer for approval.
Root cause
Business requirement: New biometric scan-in/out system at guard house requires WiFi coverage and bandwidth exceeding existing infrastructure capability.
Progress
2026-10-20: Tyrone completed phone call and specified equipment: 2x UniFi Device Bridge Pro, 1x Ubiquiti PoE Adapter 48V/30W, 1x UniFi WiFi 7 Lite AP (all from Scoop vendor). 2026-10-22: Tyrone requested cabling quote from FTE; Hannah sent equipment quote request to Scoop. 2026-10-22: FTE cabling quote received and forwarded to Hannah. 2026-10-23: Hannah shared consolidated quote QUO0006540 with customer Hot 1027 FM for approval.
Remaining work
Obtain customer approval of quote QUO0006540
Procure equipment from Scoop upon approval
Confirm FTE cabling work scope and schedule
Schedule on-site installation date with customer
Install PoE adapter, Device Bridges, and WiFi 7 AP at guard house
Configure UniFi devices and integrate with existing network
Test WiFi coverage and biometric system connectivity at guard house
20261021-13
Radius WIFI
Hisec Wealth & Financial Services
Tyrone
medium
Needs human
Medium
1.5h estimated
Summary
WiFi connectivity degraded in most areas (signal accessible only near Chris's office) and RADIUS guest authentication failing.
Root cause
Cannot determine with certainty — appears to be two separate issues: (1) insufficient WiFi AP coverage causing weak signal outside Chris's office area, and (2) RADIUS server or access point misconfiguration preventing guest authentication. Requires diagnostic data (RADIUS logs, AP settings, signal measurements) to pinpoint.
Progress
No prior work logged.
Remaining work
Measure WiFi signal strength across office areas to identify coverage gaps
Retrieve RADIUS server logs to determine why guest authentication failed (realm/user account/credential issue)
Verify AP configuration: RADIUS server IP, shared secret, authentication method, and guest VLAN assignment
Confirm guest user account exists in RADIUS and is active
Test guest RADIUS connection after any configuration fixes
Validate signal coverage improvement if AP repositioning/power adjustment needed
20261013-13
Derek Home Network Down
Service First GP (Pty) Ltd
lisaferguson
medium
Needs human
Medium
2.5h estimated
Summary
Lightning strike damaged network switch; replacement switch and PoE injector received and in stock, but 2x WiFi 6 APs remain pending delivery; no installation or testing confirmations documented.
Root cause
Lightning storm caused TP-Link TL-SG1005P network switch to fail. Secondary concern: scope expanded from switch replacement to include PoE injector and WiFi 6 AP upgrade; quote was marked as accepted internally but was not shared with Derek, creating potential misalignment on customer approval and cost.
Progress
2026-10-13 06:37: Tyrone requested urgent TP-Link TL-SG1005P replacement switch. 2026-10-13 07:04: Lisa placed Takealot order #227142122. 2026-10-14 06:33: Switch received and inventoried. 2026-10-14 12:40: Hannah requested PoE injector quotes. 2026-10-15 08:51: Quote QUO0006523 shared with Derek. 2026-10-15 09:40: Hannah placed PoE injector order. 2026-10-18 16:46: PoE injector received and inventoried. 2026-10-20 14:54: Tyrone requested 2x Ubiquiti UniFi6 Plus APs. 2026-10-21 08:20: Hannah added APs to quote QUO0006523, marked accepted but not shared with Derek per Tyrone instruction. 2026-10-22 08:22: Lisa made payment for APs, awaiting delivery. No time entries logged; no installation or testing confirmations documented.
Remaining work
Obtain confirmed delivery date for 2x Ubiquiti UniFi6 Plus APs
Clarify scope with customer: Derek was not shown the updated quote that includes PoE injector and APs—verify he has approved both items and associated costs
Install replacement TP-Link TL-SG1005P switch (received but no install confirmation in notes)
Install, power, and configure PoE injector
Receive, install, and configure 2x WiFi 6 APs once delivered
Perform full network testing: verify wired connectivity, WiFi coverage, internet access, no degradation
Log time entries for all installation and testing work
Provide Derek with new network credentials and documentation
Close ticket with customer sign-off
20261023-7
Claude skill creation
RITO Technologies
Andre
medium
Needs human
Medium
5.0h estimated
Summary
Request to develop a Claude skill to replace Kaseya takeon and ninite automation scripts, but technical requirements are not documented.
Root cause
Not a technical incident. Requirement gap: ticket references external discussion with Tony but contains no documented specification of what the replacement Claude skill must accomplish.
Progress
No prior work logged. Ticket created 2026-10-23 by Andre. No notes, time entries, or technical analysis recorded.
Remaining work
Clarify requirements: obtain detailed specification of current Kaseya takeon and ninite script functionality from Tony
Document intended behavior, input/output specifications, and integration points for Claude skill
Establish success criteria and testing approach
Develop Claude skill implementation based on approved requirements
Validate against current script behavior and performance
Plan migration/deployment strategy and rollback procedure
20260626-37
Upgrade of website
Rate Direct SA
Jordan
medium
Needs human
Medium
1.5h estimated
Summary
Website development project for Rate Direct SA is in final deployment phase with test server setup and client sign-off pending; due today (2026-10-23).
Root cause
Not a technical incident. This is a service delivery project in normal workflow. Current blocker is coordination gap: test server deployment promised on 2026-10-22 has not been confirmed as complete; timeline is tight with due date today.
Progress
2026-06-26: Initial request. 2026-07-15–07-16: Requirements meeting with Siya. 2026-08-03: Client approved scope (R300/month maintenance, animations, SEO discussion); began payment process. 2026-09-04–09-14: Partial payment received (25% POP). 2026-09-14: Project handed to developer Veronique with detailed scope. 2026-09-17: First version completed. 2026-10-19: Demo conducted; client approved design and requested logo rebrand cost estimate. 2026-10-22: Hannah sent follow-up email (enquiry email, logo rebrand guidance); Veronique tasked with coordinating test server deployment with Jordan/Andre—status of this coordination not yet confirmed as complete.
Remaining work
Confirm Veronique has coordinated test server deployment with Jordan or Andre and that it is complete
Obtain test site URL and send to Siya for final review with approval deadline
Confirm enquiry email address from client (requested in 2026-10-22 email, no response yet visible)
Obtain written go-live approval from Siya
Execute production deployment and DNS/domain cutover
20261021-5
Quote: 32GB RAM | Farai Macheka
Octagon Business Solutions (Pty) Ltd
Hannah
medium
Needs human
Medium
0.8h estimated
Summary
Updated hardware quote pending customer approval; expired quote regenerated for 32GB RAM upgrade needed to address system memory constraints
Root cause
Original quote expired (7-day validity, issued September); regenerated quote initially included unwanted items (headsets), requiring scope clarification with customer.
Progress
2026-10-21 07:37: Hannah generated quote QUO0006537 with 32GB RAM and wireless headsets. 2026-10-22 07:22: Farai requested revision excluding headsets (already supplied externally). 2026-10-22 07:22: Hannah revised and reshared quote with RAM-only, installation cost waived under MSP contract.
Remaining work
Obtain explicit written approval from Farai and Billy (accounts team) on revised quote QUO0006537. 2. Create sales order upon approval. 3. Arrange priority delivery and on-site installation. 4. Confirm installation completion and close ticket.
20260907-29
migrate to IMAP
Brewcraft TA Single Solution CC
Andre
medium
Escalate
Medium
2.5h estimated
Summary
Email migration project from Microsoft 365 to Xneelo IMAP for two domains stalled awaiting customer approval; ticket overdue by 2 days with 32+ days of no logged follow-up.
Root cause
Customer approval or decision not obtained or not documented in accessible notes. Lack of assigned task ownership and follow-up mechanism resulted in 32-day communication gap. Truncated notes suggest missing context that may be critical.
Progress
2026-09-09: Jordan engaged with customer (Ryan) regarding migration plan. 2026-09-15: Andre sent detailed email explaining scope—migration from M365 to IMAP, mailbox storage reduction from 50GB to ~5GB, loss of OneDrive/SharePoint/Office apps, with options for perpetual Office license purchase or M365 subscription renewal. 2026-09-21: Lisa confirmed all Microsoft licenses set to NOT AUTORENEW. No subsequent work entries logged; ticket status 'Waiting For Customer' since September 21 with no documented follow-up for 32 days.
Remaining work
Urgently follow up with customer (Ryan) to obtain explicit migration approval and sign-off. 2. Confirm Office licensing decision (perpetual license vs M365 renewal). 3. Schedule migration window with customer and Xneelo. 4. Back up M365 mailbox data for both domains. 5. Execute IMAP provisioning and mailbox migration on Xneelo. 6. Update DNS/MX records if needed. 7. Test and validate mail flow. 8. Configure user access and provide IMAP client setup guidance. 9. Decommission M365 mailboxes post-verification.
20260518-17
spoc.co.za - Xneelo migration
Octagon Business Solutions (Pty) Ltd
Andre
medium
Escalate
Medium
0.8h estimated
Summary
DMARC domain safety score for spoc.co.za remains at 3/5 (five months post-migration); DNS and email authentication records likely incomplete after Xneelo email server migration.
Root cause
Incomplete or misaligned DNS authentication records (SPF/DKIM/DMARC) following email server migration to Xneelo. Email infrastructure migration completed by hosting provider, but DNS records at domain registrar not fully configured for authentication alignment required for 5/5 DMARC score.
Progress
2026-08-11: Ticket absorbed related ticket 20260810-9. 2026-08-20: Andre explained domain migration constraints with customer, noting test environment not possible. 2026-08-21: Xneelo confirmed mailboxes configured, instructed users to log into webmail. 2026-08-26: Andre sent follow-up email (content truncated). No further documented activity; no time entries logged.
Remaining work
Clarify relationship to 20261012-7 (identical DMARC alert for spoc.co.za marked 'Completed' on 2026-10-12) — potential duplicate
Verify current SPF record includes Xneelo mail server; check alignment (aspf=r)
Confirm DKIM public key is published in DNS for Xneelo's selector
Validate DMARC record policy and authentication alignment settings
If DNS changes were made, wait for full reporting cycle and retest DMARC score
If customer action pending, resend DNS configuration instructions with explicit deadline
20260928-33
Service Cancellation
Mony's Fishers Swim School
Jordan
medium
Needs human
Medium
0.8h estimated
Summary
Service cancellation and domain transfer in progress for Mony's Fishers Swim School; account paid in full, awaiting domain registrar transfer initiation from new provider.
Root cause
Not a technical issue. This is a process workflow awaiting external party action—Jonathan/Wired Web must initiate the domain transfer with their registrar (currently unclear if this has been done).
Progress
2026-09-28: Lisa Ferguson creates ticket, notifies Wired Web of cancellation. 2026-10-05: Lisa notes ongoing email coordination. 2026-10-12: Billing dispute resolved (maintenance fee waived, credits issued); M365 handover proposal sent (R1,546.75 lump sum for remaining commitment through April 2027); Lisa contacts new provider (Jonathan) with setup details. 2026-10-14: Detailed domain and M365 handover instructions sent to Jonathan; client (Tayla) confirms and commits to sorting transfer. 2026-10-14: Lisa reconfirms M365 tenant ownership and billing model. 2026-10-19: Lisa confirms account is paid in full and authorizes proceeding with access/handover for transfer.
Remaining work
New provider (Jonathan/Wired Web) must submit domain transfer request to Xneelo registrar
RITO must release domain transfer authorization when request is received from registrar
Confirm M365 Business Standard tenant handover has been completed (notes suggest tenant is in client's name and ready to hand over)
Remove MS365 Security Package once domain transfer is finalized
Close ticket once transfer request is received and RITO's handover is confirmed
20260723-26
Test loan Firewall at Drew (Quote on Replacement)
Drew Architects (Pty) Ltd
lisaferguson
medium
Needs human
Medium
2.0h estimated
Summary
Drew Architects reports erratic internet speeds; ticket stalled in quote approval stage with no documented root cause diagnosis or technical investigation.
Root cause
Cannot determine. No technical investigation documented. Erratic speeds could indicate firewall misconfiguration, ISP/WAN link degradation, network saturation, or hardware failure, but these were not ruled out or tested. Ticket jumped directly to hardware replacement without diagnostic evidence.
Progress
2026-08-11: Jordan references comparable site (Beswick) for single-unit solution. 2026-08-11: Hannah sends draft quote. 2026-08-20: Hannah clarifies hardware/software specs with Jordan. 2026-08-24: Jordan confirms SFF form factor acceptable if not ultra-SFF, references pre-quoted appliance. 2026-08-24: Hannah requests supplier quotes. 2026-08-25: Hannah shares two firewall quotes with Dale (NG320 appliance vs. refurbished OptiPlex 7090 SFF). 2026-09-03: Hannah asks Jordan to follow up with Dale on preferred option. No further documented activity; ticket last modified 2026-10-21 by system (no tech action).
Remaining work
Obtain customer decision on which firewall quote option (NG320 vs. refurbished Dell) — no approval received yet
Document baseline internet speed diagnostics and what 'erratic' means (latency variance, packet loss, bandwidth caps, failover events)
Confirm actual root cause (firewall config issue, WAN/ISP problem, network congestion, or hardware failure) before proceeding with replacement
Reference and clarify 'Beswick' comparison mentioned in notes — establish why that solution applies here
Obtain and order approved hardware once decision is made
Install, configure, and validate speed improvement post-deployment
20261013-29
Download the archive pst for craig and michelle
CTA Insurance Brokers
Justin
medium
Needs human
Medium
1.0h estimated
Summary
Service request to export archive PST files from Craig's and Michelle's Office 365 mailboxes for AI indexing purposes.
Root cause
Service request not yet executed. Task is straightforward but time-sensitive; due date is 2026-10-23. Email to Tony on 2026-10-21 may have contained instructions or a screenshot, but actual PST export work does not appear to be documented or complete.
Progress
2026-10-21: Justin sent email to Tony with an image attachment (unclear if this contained PST files or instructions). No technical work logged. No time entries recorded. Ticket created 2026-10-13, due 2026-10-23 — 1 day remaining as of 2026-10-22.
Remaining work
Verify PST extraction has begun or is planned
Extract archive PST files from Craig's mailbox via Office 365 admin center or PowerShell
Extract archive PST files from Michelle's mailbox via Office 365 admin center or PowerShell
Confirm file integrity and size before delivery
Deliver PST files to Tony via secure method (email, file share, or portable media)
Document data handling and confirm compliance with any email retention policies
20260727-35
Audit assistance
Council for Debt Collectors
Hannah
medium
Escalate
Medium
2.0h estimated
Summary
Audit assistance project was invoiced on 2026-08-27 but client disputed completion on 2026-09-30; ticket reopened 2026-10-01 to verify and complete outstanding audit deliverables.
Root cause
Scope completion verification failure — the ticket was invoiced (2026-08-27) before deliverables were validated against the stated scope (four separate audit/assessment components); no time entries logged; inadequate sign-off process before billing triggered client dispute.
Progress
2026-08-27: Ticket invoiced (INV0022851) by lisa@rito-tech.co.za. 2026-09-30: Client email received indicating concerns about job completion; internal note indicates investigation needed into client's concerns. 2026-10-01: Ticket reopened to ensure completion; commitment made to contact client (Andries) for confirmation. No time entries logged.
Remaining work
Clarify which audit deliverables are actually outstanding (IT policy evaluation report, AWS protection protocols report, DR investigation results, penetration test findings). 2. Complete any missing independent IT assessment or AWS security documentation. 3. Verify penetration test was conducted and results documented. 4. Obtain client sign-off confirming all four audit scope items have been satisfied. 5. Document completion and close ticket properly.
20261008-7
Spanning lisence check
RITO Technologies
Jordan
medium
Escalate
Medium
3.0h estimated
Summary
Customer requests synchronization of Spanning Backup accounts with active Microsoft 365 accounts; ticket overdue 13 days with no work logged despite 'In Progress' status.
Root cause
Manual account lifecycle management required when M365 accounts are added, removed, or modified—Spanning Backup does not auto-sync; misalignment accrued over time. The consolidation of 14 related tickets into this single request suggests systemic multi-account/multi-organization discovery issue affecting this managed customer.
Progress
2026-10-08: Jordan created ticket consolidating 7 related requests (20261007-19 through 20261007-25). 2026-10-13: Jordan merged additional 7 related tickets (20261012-23 through 20261012-29). No technical work, diagnostic steps, or time entries logged since creation.
Remaining work
Access Spanning Backup admin portal and M365 tenant to audit current state
Generate inventory of all active M365 accounts in their tenant
Cross-reference with Spanning Backup protected accounts to identify gaps and orphans
Document discrepancies (M365 accounts not in Spanning, Spanning accounts for decommissioned M365 users)
Add missing M365 accounts to Spanning Backup protection
Deactivate Spanning licenses for orphaned accounts (no longer in M365)
Verify license count alignment between M365 and Spanning subscriptions
Provide customer with reconciliation report showing before/after state
20260922-34
Confirm AV, LISA Users & Keeper quantities
Hot 1027 FM
Jordan
medium
Escalate
Medium
1.0h estimated
Summary
Billing verification blocked—customer expanding from 39 to 83 LISA Users but only 33 Webroot antivirus deployed; inventory mismatch unresolved for 28 days pending customer confirmation.
Root cause
Device-to-license inventory mismatch. Cannot determine if: (a) 50 devices legitimately unmonitored, (b) data entry error in device count, (c) customer purchased hardware without service licenses, or (d) customer miscommunicated scope. Root cause indeterminate without customer input.
Progress
2026-09-25: Lisa identified discrepancy (proposed 39→83 LISA Users conflicts with 33 Webroot installations; R25,828/month revenue impact) and instructed Jordan to confirm actual numbers with customer contact Tyrone. No follow-up response or contact attempt logged.
Remaining work
Contact customer (Tyrone) to verify current device inventory count
Clarify coverage scope: why 33 Webroot if 83 devices exist? Are 50 devices intentionally unmonitored?
Confirm final quantities for: LISA Users, Antivirus, Keeper licenses
Obtain written customer approval of revised quantities before invoicing
Document confirmed counts in ticket and close
20261001-30
Finance Data Folder – Folder Structure Export | Beswick
BFIH Procurement & Service (Pty) Ltd
Jordan
medium
Needs human
Medium
0.8h estimated
Summary
Administrative request to generate and deliver a folder structure export of the Finance "Data" folder to Pierre (Beswick) to inform migration planning decisions.
Root cause
Ticket is blocked on customer input (Pierre has not yet provided the starting-level folder path). No technical issue identified.
Progress
2026-10-01: Ticket created by Hannah Ainsley following Beswick check-in meeting. 2026-10-21: Last modified by Jordan Hulbert. No prior work logged.
Remaining work
Confirm receipt of starting-level folder path from Pierre (ticket explicitly states work is blocked pending this input)
Generate folder structure export of Finance "Data" folder once path is provided
Deliver export to Pierre
20261014-4
Backup queries
Wellmax Metal Pressings
Hannah
medium
Needs human
Medium
2.0h estimated
Summary
Customer requesting clarification on backup schedule and scope for Pastel Software; interested in cloud backup upgrade for 400GB+ data
Root cause
Not a technical failure—customer requires information and consultation on backup strategy upgrade. Account history shows critical Veeam/Kaseya backup failures (2026-03 to 2026-05) which likely prompted this review.
Progress
2026-10-14: Andre logged phone inquiry from Hester asking about backup frequency and scope; immediately escalated to Tony noting customer interest in cloud backups (400GB+). 2026-10-19: Hannah confirms contact with Tony, awaiting response. 2026-10-20-21: Hannah scheduled in-person consultation meeting; confirmed for 2026-10-26 at 10:00 at customer offices with Tony, Hester, and Mr Myburgh.
Remaining work
Conduct scheduled in-person consultation (2026-10-26); document and clarify current backup frequency (daily vs weekly), scope (system/data/date files), and retention; present cloud backup options/pricing for 400GB+ dataset; deliver formal backup posture documentation and proposal; obtain customer decision and schedule implementation if approved; close ticket with documented outcomes.
20260908-10
Order: 480GB NVME Solid State Drive
Corporate Apartment Group
Tyrone
medium
Needs human
Medium
0.8h estimated
Summary
Laptop SSD replacement ordered and collected, but installation status and return to customer remain undocumented.
Root cause
Laptop SSD (storage device) failure or degradation requiring hardware replacement. Original issue classification as 'Account Locked' appears misaligned with actual hardware replacement workflow.
Progress
2026-09-09: Laptop and PSU delivered to workshop. 2026-09-23 to 2026-09-29: Quote (QUO0006492) requested and shared for 500GB SSD NVME, initially declined by customer. 2026-10-15: Customer (George) approved replacement after discussion with Tyrone. 2026-10-19: Hannah placed order with supplier. 2026-10-20: POP sent to PC Int; Justin collected the ordered part. Current: No documentation of installation, testing, or return logistics.
Remaining work
Confirm whether SSD installation into the laptop is complete
Test laptop functionality post-installation (boot, storage access, performance)
Return laptop to customer (Michelle at Corporate Apartment Group)
Obtain customer sign-off or confirmation of satisfaction
DMARC non-compliance for octagon.co.za domain has improved from 18.30% (Aug 17) to 12.99% (Oct 19) but still exceeds the 10% threshold; no work logged on this ticket yet.
Root cause
Unidentified or incompletely remediated email sources (likely third-party integrations, legacy systems, or misconfigured services) sending from octagon.co.za domain without SPF/DKIM alignment to the DMARC policy. Previous remediation attempt (ticket 20261012-6) appears to have resolved some sources but not all.
Progress
No prior work logged. Related ticket 20261012-6 (similar alert at 14.03% on 2026-10-12) was marked Completed but details unavailable in this ticket.
Remaining work
Review closed ticket 20261012-6 to determine what remediation was attempted and why the issue persists
Identify which email sources (systems, services, applications) are still sending non-DMARC-aligned messages from octagon.co.za
Assess whether stricter DMARC policy enforcement (p=quarantine or p=reject) can be applied without breaking legitimate senders
Document findings and communicate action plan to client
20261019-18
Laptop not powering on
Nkunzi Pharmaceuticals (Pty) Ltd
Tyrone
medium
Needs human
Medium
0.8h estimated
Summary
Laptop will not power on; no troubleshooting or diagnostic work has been logged despite ticket being open for 2 days.
Root cause
Cannot determine — no diagnostics performed. Possible causes: dead/faulty battery, failed power adapter, power button failure, motherboard failure, BIOS corruption, or power delivery circuit failure. Requires physical inspection.
Progress
No prior work logged. Ticket created 2026-10-19 via phone by Tyrone, assigned to Tyrone. Last activity 2026-10-20 14:04:12 (status/priority update only). No notes, no time entries, no diagnostics performed.
Remaining work
Physical inspection of the laptop: check power adapter connection, battery contacts, power button responsiveness
Attempt power-on with visual/auditory confirmation: LEDs, fan spin, POST beep codes
If no power indicators at all, test with alternative power adapter (if available) to rule out PSU failure
If still no power, attempt hard reset (battery disconnect, CMOS reset if accessible) or escalate to hardware service
Document findings in ticket notes and log time entry
20260928-21
Update Laptop Loan Agreement | Teddython 2026
Hot Cares
Hannah
medium
Needs human
Medium
0.3h estimated
Summary
Laptop loan agreement for Hot Cares awaiting review and approval after update by Lisa Ferguson; ticket is 3 weeks overdue.
Root cause
Administrative document review awaiting approval. No technical root cause present.
Progress
2026-10-20: Lisa Ferguson completed update to Laptop Loan Agreement and sent it to Hannah for approval.
Remaining work
Hannah must review the updated agreement and verify coverage period (09/11/2026–30/11/2026), optional extension clause, return date, charges, and liability clauses are correct
Hannah must formally approve or reject the agreement
Final agreement must be transmitted to Hot Cares
20260921-21
Co-Pilot - various
Ascentious Growth Partners
Hannah
medium
Escalate
Medium
2.0h estimated
Summary
Multi-part Co-Pilot configuration request (Brand Manager role, chat sharing, document access permissions) open 29 days with SLA overdue; escalated to ATIL partner but no resolution yet.
Root cause
Multi-factor: (1) Administrative role and permissions not delegated to requester; (2) Co-Pilot organizational policies (sharing, external guest access) not yet configured; (3) OneDrive delegated access for Co-Pilot not verified; (4) Licensing procurement stalled pending admin role assignment. Notes are truncated; ATIL escalation context unknown—cannot determine if this is a licensing/subscription issue, implementation issue, or handoff to third-party provider.
Progress
2026-09-21: Client requests Brand Manager assignment, Co-Pilot sharing, OneDrive access troubleshooting, and admin access to purchase licenses. 2026-09-23: Hannah arranges meeting with Saar (client contact). 2026-09-29: Tony completes first meeting with Saar, awaiting next steps. 2026-10-05: Tony conducts follow-up meeting with Saar. 2026-10-20: Hannah notes Tony will escalate to ATIL for solution delivery — no implementation details or timeline provided.
Remaining work
Assign requester as Brand Manager in Co-Pilot admin settings
Enable organizational policies for Co-Pilot conversation sharing
Assign requester admin role to self-manage license purchases (currently grayed out)
Purchase minimum 1 additional Co-Pilot license per client request
Provide step-by-step guidance for Custom Themes/logo branding in Co-Pilot admin center
Obtain ATIL deliverable (if separate from MSP action), confirm timeline, and implement
20260708-38
Kerio Control Licence Renewal
CraigCor Distribution Co. (Pty) Ltd
lisaferguson
medium
Escalate
Medium
0.4h estimated
Summary
Kerio Control licence renewal verification for CraigCor has been pending for 104 days with no technical work completed despite repeated public commitments.
Root cause
Administrative failure: assigned technician has not completed a simple verification task over 104 days despite making three separate public commitments. No technical barrier is evident; customer already holds renewed licence and states it is applied. Task requires only server access and verification of active status.
Progress
2026-07-10: Lisa noted she would investigate Monday. 2026-07-14: Lisa noted Xneelo credentials on SharePoint. 2026-08-11: Lisa states task not yet started, due date extended. 2026-08-17: Public commitment to 'this week' (not met). 2026-08-31: Second public commitment to 'this week' (not met). 2026-10-07: Public reminder stating 'will be done next week' (not met). Zero time entries logged.
Remaining work
Access the Kerio Control instance at Xneelo using account credentials from SharePoint
Verify licence key 20339-3NEB5-7NNRE is active and properly applied (currently unclear if customer-side application was successful)
Confirm licence covers 10 users as stated
Document verification result and send confirmation to customer
Close ticket
20261019-22
Microsoft Office 365 Business Standard - 02/12/2026
Flexible Electronic Systems
lisaferguson
medium
Needs human
Medium
0.1h estimated
Summary
Office 365 Business Standard renewal notification requiring client signature on updated licensing terms and conditions before 2026-12-02 renewal date.
Root cause
Not a technical issue — this is a contractual requirement. Renewal notice is administrative; client signature on updated T&Cs is mandatory before auto-renewal on 2026-12-02.
Progress
No prior work logged. Ticket created 2026-10-19 by Lisa Ferguson as notification dispatch; currently awaiting client action.
Remaining work
Confirm client receipt of renewal notice and T&Cs document
Client reviews and initials clauses 2.2, 4.2, and 11.1 of Microsoft licensing terms
Client signs the Terms and Conditions document
Client returns signed document to helpdesk@rito-tech.co.za
MSP files signed agreement in account records
Follow-up reminder if signature not received by 2026-11-15 (17 days before renewal)
20260602-35
Website Development
AIG Sales (Pty) Ltd
Hannah
medium
Escalate
Medium
1.0h estimated
Summary
Website development project stalled for 4+ months awaiting customer to provide final content assets (photos, logo, letterhead); no progress since July 2026; original contact (Oliver) unresponsive.
Root cause
Customer communication breakdown—original contact (Oliver) has not delivered promised assets since committing 2026-07-06 and is unresponsive to escalations. Developer (Charl) is blocked and idle. Project lacks a decision-maker on customer side empowered to expedite or confirm cancellation.
Progress
2026-07-06: Hannah requested update from developer Charl; customer Oliver provided positive feedback and committed to sending logo package, letterhead, and photos. 2026-07-31: Charl provided an update. 2026-09-21: Hannah followed up with Charl via WhatsApp. 2026-09-22: Hannah contacted customer (Ronel) via phone to advise developer is waiting for Oliver's final content. 2026-10-19: Hannah confirmed Charl has received no updates from Oliver; Ronel redirected support to contact Gordon or Buddy instead.
Remaining work
Direct outreach to Gordon or Buddy (customer's alternative contacts, identified 2026-10-19) to obtain promised final content: photos, logo package with hex codes, and letterhead
Establish firm deadline from customer for content delivery
Obtain explicit confirmation that customer still wants to proceed (vs. cancel project)
If content provided: resume development and set site go-live date; activate monthly maintenance contract (R300/month)
20260914-25
Quote | Teddython 2026
Hot Cares
Hannah
medium
Escalate
Medium
2.0h estimated
Summary
Quote compilation for Teddython 2026 event support services and equipment, stalled for 29 days awaiting input from Charl on barometer and website pricing.
Root cause
Not a technical issue. This is a project/sales request stalled due to lack of coordination—Hannah is waiting for Charl to provide pricing inputs (barometer, website), but there is no evidence of follow-up or escalation.
Progress
2026-09-21: Hannah noted internally that she has requested Charl to provide quotes for the barometer and website. No further activity or time entries logged since then.
Remaining work
Obtain quote from Charl for the barometer
Obtain quote from Charl for the Teddython website
Compile pricing for RITO support services (beforehand & on-event)
Assemble all line items into a formal quote document
Send completed quote to Hot Cares team
20261019-17
Pop-up on outlook everytime it opens
Nkunzi Pharmaceuticals (Pty) Ltd
Tyrone
medium
Needs human
Medium
0.7h estimated
Summary
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
Log time entry and close ticket
20261001-20
Purchase AI Voice Isolation Software | Teddython 2026
Hot Cares
Jordan
medium
Needs human
Medium
0.8h estimated
Summary
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
20260728-31
Robot Host to prox 02 migration
RITO Technologies
Andre
medium
Needs human
Medium
3.0h estimated
Summary
VM migration from current host to Prox 02 is blocked by lack of customer coordination and response.
Root cause
Customer (Jared) has not responded to two coordination requests (2026-08-03 and 2026-08-12). Migration cannot proceed without customer input on timing and system dependencies. No escalation or alternative contact strategy documented.
Progress
2026-08-03: Andre sent internal note to customer (Jared) requesting migration window, IP dependencies, and DNS records. 2026-08-12: Andre sent follow-up email proposing Friday 3PM for migration pending customer input. No evidence of customer response or further action since then—ticket has remained in 'Waiting For Customer' status for 62 days.
Remaining work
Establish confirmed communication with customer (Jared) to secure agreement on migration date/time
Obtain customer details: hard-coded IP references, DNS records (internal/external), system dependencies
Schedule and execute VM migration to Prox 02 (network card configuration, config file updates)
Create firewall rule for public IP 129.232.195.108 if required
Monitor Octagon backups post-migration and confirm auth errors are resolved
Provide customer with new IP details and validate connectivity
20260812-24
VoIP Migration - JAC Motors SA (Pty) Ltd (Lanseria)
Z-Group Pty Ltd
Tyrone
medium
Needs human
Medium
0.8h estimated
Summary
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
Obtain customer sign-off on go-live status
Document final outcome and close ticket
20260903-18
Quote Request: rack-mounted server | Electrocomp
Electrocomp
Hannah
medium
Needs human
Medium
2.0h estimated
Summary
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.
20260519-33
Order: Cloud Server for Full Failover
BFIH Procurement & Service (Pty) Ltd
Jordan
medium
Escalate
Medium
0.8h estimated
Summary
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.
20260507-70
Disaster Recovery Test – craigcor Environment
CraigCor Distribution Co. (Pty) Ltd
Jordan
medium
Escalate
Medium
0.5h estimated
Summary
Five-month-old disaster recovery test request remains in Pending status with zero progress; customer engagement to establish scope has never occurred.
Root cause
Ticket stalled at initial requirements phase. Customer engagement to clarify scope and expectations has not occurred in 5 months. No blocking technical issue identified; this is a process/communication failure.
Progress
No prior work logged. Ticket created 2026-05-07, assigned to Jordan Hulbert. Last activity recorded 2026-06-03; last modification 2026-10-05 but with no accompanying notes or time entries. No customer contact or requirements clarification has been documented.
Remaining work
Contact Tony to confirm DR test scope, objectives, and success criteria (blocking item)
Plan test schedule and coordinate with customer for maintenance window
Define rollback procedures and communication plan
Execute the disaster recovery test
Document results and validate recovery procedures function as intended
20260922-33
Microsoft Exchange Online Archiving Query
Service First GP (Pty) Ltd
lisaferguson
medium
Escalate
Medium
0.5h estimated
Summary
Customer requesting documentation of Exchange Online Archiving license purchase date and investigation into why it is not currently being billed.
Root cause
Not a technical issue. This is an administrative/billing inquiry requiring access to licensing and financial records outside the scope of technical support.
Progress
No prior work logged. Ticket created 2026-09-22, marked New with no notes or time entries. Now overdue (due date 2026-09-28, today 2026-09-29).
Remaining work
Query license/subscription records for Exchange Online Archiving purchase date and history for account 72646
Review billing records to determine when/why this license was removed from active billing
Locate purchase order or quote QUO0003365 from October 21, 2022
Respond to customer with documented purchase timeline and current billing status
20260901-2.001
Monthly Report - Octagon
Octagon Business Solutions (Pty) Ltd
Hannah
medium
Escalate
Medium
1.0h estimated
Summary
Monthly report for Octagon Business Solutions was requested but remains unstarted and is now 2 days overdue.
Root cause
No technical root cause. This is an administrative task that was not actioned before its due date. No notes indicate why assignment to Hannah did not trigger report generation.
Progress
No prior work logged. Ticket created 2026-10-24 21:00, assigned to Hannah, but no notes or time entries exist.
Remaining work
Generate monthly report for Octagon Business Solutions covering all relevant sections and client insights
Ensure report is delivered to client (contact method not specified in ticket)
Address SLA breach — ticket due 2026-10-24 22:00, now 2026-10-26
Planned PBX infrastructure assessment: review current Yeastar S300 setup and evaluate FreePBX on Xneelo as proposed upgrade solution, then provide recommendations to Beswick.
Root cause
Not a troubleshooting ticket—this is a planned assessment to inform a potential infrastructure upgrade decision. No underlying problem to diagnose.
Progress
No prior work logged. Ticket created 2026-10-21, assigned to Jordan, due same day (12:01 UTC). Status: New.
Remaining work
Schedule and conduct hands-on or remote review of current Yeastar S300 configuration
Document current system: user/extension count, active integrations, call flows, reported pain points
Research FreePBX feature compatibility and parity against Yeastar S300 capabilities
Validate Xneelo hosting specifications: SLA, server capacity, managed support level, and pricing
Create written comparison with pros/cons, cost analysis, and implementation risk
Deliver recommendations to Beswick with next-steps timeline if migration is recommended
20261021-7
Keeper Password Manager Setup – Gavin Beswick
BFIH Procurement & Service (Pty) Ltd
Jordan
medium
Needs human
Medium
0.8h estimated
Summary
Service request to install and configure Keeper Password Manager for user Gavin Beswick following prior agreement in IT meeting.
Root cause
Not applicable — this is a service request (user provisioning), not a problem resolution. No technical issue to diagnose.
Progress
No prior work logged.
Remaining work
Contact Gavin Beswick to schedule installation session
Install Keeper Password Manager on user's device
Configure initial vault and master password
Provide basic usage training or reference documentation
Verify successful setup and close ticket
20260112-2.283
Check Unnamed Group
RITO Technologies
Jordan
medium
Needs human
Medium
0.8h estimated
Summary
Recurring administrative request to review and clean up device groupings in Kaseya RMM (unnamed and base groups); request lacks specificity on scope and acceptance criteria.
Root cause
Cannot determine—ticket describes a maintenance task, not a reported problem. The vague wording ('check ... so that they remain clear') does not establish a technical issue or current-state problem.
Progress
No prior work logged.
Remaining work
Clarify what 'check' means: inventory-only review, or removal/consolidation of orphaned devices?
Define 'remain clear': should unnamed groups contain zero devices, or is this about archiving old entries?
Determine scope: all groups or specific ones within the account?
Access Kaseya console and inspect current group structure and device counts
Execute cleanup actions once criteria are defined
Document changes and confirm with requestor
20260112-2.284
Check Unnamed Group
RITO Technologies
Jordan
medium
Needs human
Medium
0.8h estimated
Summary
Recurring maintenance request to check and manage unnamed and base groups in Kaseya RMM platform, with no clarity on what action 'remain clear' requires.
Root cause
Unclear requirements in a recurring maintenance request — the ticket does not specify the intended action or success criteria.
Progress
No prior work logged.
Remaining work
Clarify with requester what 'remain clear' means: delete groups, empty devices from groups, verify empty state, or prevent future accumulation?
Log into Kaseya and audit unnamed and base groups for current state
Execute the specified maintenance action
Document the outcome and verify completion
20261021-3
grindingmedia.co.za - hosted at domains.co.za
Grinding Media South Africa Pty Ltd
MJ
medium
Needs human
Medium
0.3h estimated
Summary
Client received an invoice from domains.co.za for Web Hosting Standard on grindingmedia.co.za; Rito Technologies does not host this domain and needs to clarify billing responsibility with the client.
Root cause
Client appears to have an active, auto-renewing hosting service with domains.co.za (third-party registrar) for grindingmedia.co.za that Rito Technologies does not manage or bill. Auto-renewal generated the invoice; client likely unaware of active service or its auto-renewal status.
Progress
No prior work logged.
Remaining work
Contact Franky (client point of contact) to confirm whether grindingmedia.co.za hosting service is intentional or unwanted
If unwanted: advise client to log into domains.co.za account and disable auto-renewal to prevent recurring charges
If unwanted: provide guidance on cancelling the hosting service with domains.co.za
Document client's decision and close ticket with resolution summary
20260226-19
VC System relocation
Grinding Media South Africa Pty Ltd
MJ
medium
Needs human
Medium
4.0h estimated
Summary
VC system relocation from George's office to Larona's office awaiting supplier installation date
Root cause
This is a service request for scheduled equipment relocation, not a technical malfunction. Root cause analysis is not applicable — the ticket reflects a business-initiated move.
Progress
2026-02-26: MJ placed supplier order 4520064465 and notified Larona. Supplier has not yet confirmed installation date.
Remaining work
Obtain confirmed installation date/timeframe from supplier
Schedule physical relocation (disconnect from George's office, transport, reconnect at Larona's office)
Perform network configuration if required (IP, DNS, connectivity at new location)
Test VC system functionality post-installation at Larona's office
Confirm resolution with Larona
20250908-17
Move Exchange Online (Plan 2) licences to Cloud on Demand
Grinding Media South Africa Pty Ltd
MJ
medium
Needs human
Medium
0.3h estimated
Summary
Customer requested moving Exchange Online (Plan 2) licenses to Cloud on Demand before renewal deadline (2025-09-15); order appears to have been successfully provisioned on 2025-09-09 but ticket remains open with unclear closure status.
Root cause
Not a technical issue. This is a routine licensing renewal/migration task. The subscription was set to NOT AUTORENEW, requiring manual action before 2025-09-15 deadline to avoid service interruption.
Progress
2025-09-08: Ticket created from automated renewal notification. 2025-09-09: Lisa Ferguson sent user list to MJ for confirmation. 2025-09-09: Lisa instructed support to proceed with purchase before 2025-09-15 (set to NOT AUTORENEW on StreamGroup). 2025-09-09 14:01: Automated response indicates 'Order to change subscription Exchange Online (Plan 2)' was successfully provisioned from 09/09/2025 (truncated). No subsequent notes or time entries logged after order confirmation.
Remaining work
Verify the Cloud on Demand license activation was completed successfully in tenant. 2. Confirm customer received notification of successful provisioning. 3. Close ticket if work is complete, or clarify why ticket remains in 'Waiting For Customer' status after 5+ months.
20260225-16
IT Objectives - Document Update
Grinding Media South Africa Pty Ltd
MJ
medium
Needs human
Medium
0.0h estimated
Summary
Ticket submitted without issue description—only contains contact info and a generic greeting; actual requirement for 'IT Objectives - Document Update' is unclear.
Root cause
Incomplete ticket submission—the requestor submitted the ticket without providing the actual issue description or requirements, only their contact information.
Progress
No prior work logged.
Remaining work
Contact Miguel Jackson or the ticket submitter (MJ) to clarify what 'IT Objectives - Document Update' entails
Identify which specific document(s) require updating
Obtain detailed requirements and acceptance criteria
Re-ticket or supplement this ticket with a complete description before work can begin
20260302-54
No Internet Connectivity - Dongle
Grinding Media South Africa Pty Ltd
MJ
medium
Escalate
Medium
2.0h estimated
Summary
Mobile USB dongle unable to connect to internet; user unaware of last successful use; SIM status with carrier (89264 60000 00028 72463) requested but response not yet visible.
Root cause
Most probable: SIM card suspended due to inactivity or account issue. Timeline supports this—dongle unused during home internet outage (Metro Fibre work ~2026-02-28); user unaware when last used. Alternative: device hardware failure. Cannot confirm without carrier response.
Progress
2026-03-02 09:08: MJ sent internal request to carrier requesting status on data line for user Colleen Muller, noting dongle has no internet connectivity and user cannot recall last use date. Notes truncated; awaiting carrier response.
Remaining work
Obtain carrier response on SIM card status (active, suspended, or terminated)
If suspended: request carrier reactivation of the line
If reactivation succeeds: have user test dongle connectivity
If reactivation fails or SIM confirmed active: troubleshoot device hardware (power-cycle, LED indicators, test in different location, or swap with loaner device)
If hardware failure confirmed: arrange device replacement