Subject: Ticket Review
From: Pritish Nandi <[email-masked]>
To: "Joaquim Alfredo, Sousa. Olivera" <[email-masked]>
Cc: deeksha <[email-masked]>, saurabh <[email-masked]>
Date: Mon, 25 Jan 2021 05:40:55 -0700 (MST)

Hi Joaquim, 

As discussed, please do not put the cases pending without proving a proper resolution to the customer. Either the case should be escalated to L2 if you do not know the solution or you should 
keep the case open in the queue to do more testing or find out more information. 

If a case goes to pending status that means that you have either escalated or provided resolution or asked questions. 

Regards, 
Pritish Nandi