Sadly, you failed to do your job, and you know it. if you really understood the network, you would know the amount of HiCaps still existing in the copper network, and know that all the core MST's now shoot HiCap trouble because there is too much for special services to handle. In fact, the reason it was taken away from Special Services is because of the lack of response time. MSOC will identify all your shortcomings soon enough. Record? 1964 was a record year, 1983 was a record year and 1998 was a record year for Northern California. This year has not hit that level yet. Sorry, you don't close out tickets without repairing them. You need to stop doing that. It's not professional or ethical.