Is there any way of tracking technician request updates?  Lets say a technician has 20 requests, and 3 of them have not been updated in 4 days...is there a display where the technician can view which requests he needs to update so the user is informed and the technician stays on top of his ticket management?  Are there any custom reports that can be run by technicians/managers for requests that have been idle in the queue for xx amount of days/hours?

Thanks,

Justin