RK-2026-012 · operational · MG-01 · owner Director, customer service

Service requests past the resolution standard

Requests remain open past their resolution date. Cause: Routing to a service that does not act. Consequence: Standard breached; complaints.

OPEN

Inherent

9

medium

Residual

4 (2 × 2)

low

Appetite

9

operational: We accept low risk to service standards; a breach of a statu…

Signal

not read

threshold 3 · MG-01

Live signal

mg01 sla breaches open

Not read yet. Watch the risks.

Controls

  • Routing agent chases the owning service · MG-01

Treatments

  • None.

Record

  • On the register; no movement yet.

Risk register