In order to maintain the integrity and transparency of the information to the user it is important to keep the rejected solution as a history in the call and to be able to insert a new one.

Thanks

Incorporating the status of Waiting Feedback, Waiting List, and Attendant would be very important to the user, since he can know as certain the status that his calling is
The status Waiting feedback can be used for calls that require user information to be answered.
For me, these statuses are of utmost importance to the flow of calls in the GLPI, even to show a transparency to the user of the call status for the user.
Thank you.