Today, I experience a request going into a black hole. I initially made a request which was addressed, it did not work as planned, I corrected the noted issue and updated the request. At this point, their was no response or acknowledgement of the update to the request for over 90 minutes. I reached out via Email. After escalating and having dialogue with our Technical Liaison, the request was addressed. I asked the Technical Liaison the following: "Is it not possible to provide an ETA and an acknowledgement that a person has actually looked at the update I submitted. Without an acknowledgement nor an ETA the RITM system is a black box and a requestor is left completely in the dark to when their request will be addressed. It would be helpful to have the person assigned to the ticket acknowledge that they have seen the requestor update the ticket and then provide an ETA to the requestor when the work will be completed. I know that all requestors of the RITM system will appreciate this. Could you please discuss this with your team as a process improvement action"
Please let me know when the team will be able to implement the process improvement providing requestors timely acknowledgements of updates by requestors and ETA on the work being completed. I know this will be appreciated by all requestors of the RITM system.