Normally, a Service Call is always assigned to someone or to some workgroup, which is responsible for it, independently of the status.
That person or group might simply use a view of open Service calls grouped by status. You might consider a special format in the view for any line where the status is Pending and for which the deadline is approaching (or in the past).
It would also be possible to set up some DB ruler that periodically send some type of message when a service call has a pending status.
I think the answer to your question depends on whether you are treating the pending status as something that happens occasionally that you do not wish to forget, or if you have far too many calls with this status, and you are trying to reduce that number.
1. Keep the number of Pending Service calls down to a manageable number. 2. Do not forget about the Pending Service Calls - Some type of reminder 3. Have some tangible criteria when to use the Pending status 4. We are also trying to know what other OVSD users are doing to exit out of the Pending status.(A process/procedure question)