It would be nice if the "Last Update Time" field updated when a work log is entered. Currently this field only updated when the status change's however this is not always a true representation of the last update of a call.

A technician can update the work log of a call but it could still be considered as open as it is not pending anyone and actively needs work hence is not on hold.

Or in the case of high priority incidents they would remain open however work logs would be put in to update the call whilst working on it. 

This way technicians could look at their assigned calls and then sort by last update time and see what they have not updated in a while with better accuracy at a glance.