Can someone from JH please check #BEX-67276-306 to ensure it’s being worked on? My customer is getting antsy, as am I, about what happened. And I need to ensure the ticket didn’t get frozen up in some wierd state where you guys don’t see it anymore and aren’t working on it.
this is a difficult ticket, not because of the content, but because of the tasks required to gather such information taking a lot of time. it has been replied with a lot of content in reply 
Thank you for your help. It’s good that we can always rely on you guys for help with situations like this.