Ticket created

1. NEW

1.1. solution provided, engineer do not metion ticket status, just uses phrases like "let me know if you have further questions"

1.1.1. RESOLVED

1.1.1.1. 14 days auto script

1.1.1.1.1. CLOSED

1.2. Information, access required, engineer do not set status, just uese "looking forward to your reply"

1.2.1. PENDING

1.2.1.1. automatic script which will remind that we are waiting 2 times during next two days

1.2.1.1.1. automatically moves ticket to resolved state