SLA goal is 240h (10 days). Deadline passed Sep 17 — ticket has been open 62 days. No current assignee. Customer call flagged, automation failure on record. Oldest open ticket in the queue.
| Ticket | Domain | CMS | Assignee | Delivery | Created |
|---|---|---|---|---|---|
| WMO-130622 | airtoolequipment.com | Other | Warren Gonzales | 5 | Oct 12 |
| WMO-130817 | mymaphost.biz | WordPress | Unassigned | 3 | Oct 14 |
| WMO-130782 | studiocole.com | HTML | Unassigned | 3 | Oct 14 |
| WMO-130779 | bradfordneal.com | WordPress | Unassigned | 3 | Oct 14 |
| WMO-130778 | growandfeelbetter.com | HTML | Unassigned | 3 | Oct 14 |
| WMO-130753 | 211arizona.org | WordPress | Unassigned | 3 | Oct 13 |
| WMO-130747 | vesnavojvodic.com | WordPress | Unassigned | 3 | Oct 13 |
| WMO-130724 | mgmtbsolutions.com | WordPress | Unassigned | 3 | Oct 13 |
| WMO-130720 | ucttest.com | WordPress | Unassigned | 3 | Oct 13 |
| WMO-130719 | brighterpathcounselingco.com | WordPress | Unassigned | 3 | Oct 13 |
9 of 10 high-chase tickets are unassigned and in Customer QA. All were created Oct 13–14 — a single batch cohort that went unanswered. Needs immediate owner assignment.
Customer QA is a significant outlier — WMO-127421 (62 days) skews the bucket. Excluding that ticket, the next oldest Customer QA ticket was created mid-October. The QA pipeline itself (Ready for QA → Waiting Cust QA → Customer QA) has tickets 20–24 days old, which warrants review.
Closures have exceeded intake in all three tracked weeks — the overall queue is trending downward. Weekly volume ranges 214–277 new tickets. Current week is up from last week, worth monitoring.
Joomla's 50% is from a sample of 2 — low volume, not statistically significant. WordPress drives absolute failure count (7), though its rate (6.1%) is moderate. HTML migrations are clean.
94% of waiting-for-customer tickets are under 7 days — healthy. The 2 tickets over 14 days (oldest: Oct 5) should be reviewed for escalation or close-out.
Manual tickets include the oldest open ticket (WMO-127421, Aug 18). Manual migration sub-type includes "Automation Failure" — a portion of manual tickets are automation escalations, not initial manual intakes.