Call Status	Definitions
Request, or New	New call arrived from a User or a different worksapce. At the end of the week calls in progress move to this status (Triage level only). The Agent will be warned after three hours (Triage) or after six hours (Team Level) of inactivity, and again if still unedited.
Needs Attention	The Agent needs to look at this call. When the User replies, calls move to this status. The Agent will be warned after two days of inactivity, and again every day thereafter.
Pending User Response	The Agent either: Thinks they solved the problem, but want to leave the call open for a bit. Asked the user for more information needed to solve the problem. The Agent will be warned after ten (business) days of inactivity, and again every day thereafter.
Pending Expert Response	The Agent either has e-mailed the expert and needs a responce before moving forward. The Agent will be warned after two (business) days of inactivity, and again every day thereafter.
Hold	The problem can't be solved now, but the Agent wants to be reminded of it (e.g. the next version of pyfits will fix this bug, and the Agent will be e-mailing the User again when that new version comes out). NOTE: If the Agent thinks that they solved the problem, or is waiting for the user to reply, use "Pending User Response" instead.
Closed	The Agent answered the User's question. There is no responce from the User, even after the Agent sends a reminder e-mail.